In the case that you receive the wrong product, please contact us as soon as you can.

If your packaging is tampered with or you suspect any alterations, kindly and urgently verify that all the items in the order are present, in case the items are not in order, the customer is supposed to use video and pictures to record the extent of the damage as soon as you receive the package.

Normally, we deliver your order to the address you provided us with within 10-14 working days. If 14 working days elapse and your consignment would not have arrived, please confirm the following:
• The delivery status of your consignment, using the tracking number that was sent to you via email;
• Whether the address you gave us was correct;
• Whether a neighbor or colleague has accepted the package on your behalf; or
• Whether the package is waiting for you at your nearest post office.

After completing the above instructions and you are still unable to trace the whereabouts of your parcel, please contact our Customer Service.

If you conclude that you don’t like the item(s) you ordered, or if they do not fit or it was not per your expectations and desires, you can return them within the time limits provided underneath.
Products that have been purchased from the Diana Florian Online Shop can only be returned to the Diana Florian Online Shop within 30 days from the day of purchase. The returned product should always include the delivery note which was shipped with the product and enter the reasons for the return on the delivery note.

If the purchase were done by credit card, we would credit the relevant amount to your credit card account.

If you have paid for the goods via PayPal, we will credit the exact relevant amount to your PayPal account.