Refund policy

Is it possible to return my order?

Yes, this is possible.

If you are not satisfied with the items you have ordered, you may return them within 30 days of receipt, provided the following conditions are met:

  • The order still contains all appropriate parts and components, and the packaging is intact.

  • Only normal handling of the product is evident; breakage due to careless handling is excluded.

  • Products for which hygiene is important have been thoroughly cleaned before being returned.

  • The product is reported as defective immediately upon receipt.

Important:

  • The customer is responsible for all return shipping costs.

  • Returns must be sent to our warehouse overseas.

  • We recommend using Track & Trace for returns. We are not responsible for lost returns.

  • Returns must first be registered by contacting us; never send a return to the sender's address without our confirmation.

  • If a parcel is refused or not collected, it will be automatically returned to the supplier. In such cases, we reserve the right to deduct €15 from your refund.

A return will be processed within 7 working days after receipt, provided all conditions are met. We reserve the right to refuse returned items if we suspect use or damage through no fault of our own.

How can I return my order?

If your order meets the above conditions, please initiate the returns process as follows:

  • Send an email to: info@dianas-jewels.com

  • Include in your email:

    • Your order number

    • Reason for return

    • Photo of the product (in case of damage)

    • Your first and last name

    • Your address

After receiving your email, we will provide you with the correct return address.
Please do not send the item back to the sender’s address.

Cancellation Conditions

Right of Cancellation

Because we operate with a fully automated system, orders are typically processed immediately. You may request an order cancellation only within 1 hour after placing your order. After processing, cancellation is no longer possible.

If the goods are already in transit, cancellation is not possible. Once you receive the goods, you can initiate a return under our standard return procedure.

  • Return shipping costs are always borne by the customer.

To exercise your right of withdrawal, send a clear statement by email to info@alice-atelier.com. The withdrawal is complete once we have received and inspected the returned goods.

Shipments in Transit

As our goods are shipped overseas, delivery times may vary, and delays can occur beyond our control. If your order is already in transit, we ask for your patience until delivery.

If you choose to return the goods after receipt, please send us a shipping confirmation to speed up the return process.

Consequences of Withdrawal

Upon valid withdrawal, we will refund all payments received from you, excluding delivery costs and any additional fees resulting from a non-standard shipping method selected by you.

Refunds will be issued using the original payment method, unless otherwise agreed. No additional fees will be charged for the refund. Refunds will be made within fourteen days after we have received both your cancellation notice and the returned goods.