At Dioréa, we are committed to providing a safe and transparent shopping experience. Our returns and exchanges policy has been designed to protect our customers and ensure confidence in every purchase.
Faulty or Incorrect Items
All our products are covered by a guarantee against manufacturing defects.
We also accept returns or exchanges if you receive an item that differs from what you ordered.
If your item arrives with a manufacturing fault or is incorrect, please contact us within 30 days of receiving your order, providing:
• Your order number
• The item concerned
• A clear description of the issue
Once we receive your request, it will be reviewed by our quality team. Approval is required before any exchange or refund is processed. We will contact you by email with the outcome of the assessment.
Requests related to manufacturing faults can be made up to 90 days from the date of delivery.
Unfortunately, we are unable to accept claims submitted after this period.
Resolution Options
If a fault or error is confirmed, you may choose one of the following options:
• A full refund of the amount paid
• A replacement of the same item (subject to availability)
• An exchange for a similar item of equivalent value
• A store credit voucher to be used on future purchases
Right to Cancel (Change of Mind)
In accordance with the UK Consumer Contracts Regulations, you have the right to cancel your online purchase within 14 days of receiving your order, without providing a reason.
Items must be returned unused, in their original condition, with all tags and packaging intact.
Refund Processing
• Card refunds are processed within 7 working days after approval.
• Depending on your card provider, funds may take up to 120 days to appear on your statement.
• Where applicable, refunds may be issued via bank transfer within 10 working days after the quality assessment is completed. The bank account must be in the same name as the original purchaser.
Important Conditions
Returns sent without prior approval, outside the permitted timeframe, with missing items, damaged packaging, or without original tags may be rejected and returned to the customer.
Items that fail the quality inspection will be sent back to the customer, and return shipping costs will be charged to the customer.
Return Shipping Costs
Dioréa does not cover return shipping costs for:
• Change-of-mind returns
• Refund requests
• Chargebacks
• Exchanges for different products
These costs are the responsibility of the customer unless the item is confirmed as faulty or incorrect.