We like to keep you fully informed on when to expect your parcel. We dispatch your order within 1-2 working days so you may expect a shipping notification email within that time frame! Hang onto this, the tracking number included in the confirmation e-mail will enable you to track your parcel through to delivery. All orders are dispatched from our UK-based warehouse.

Below are the standard delivery times:

United Kingdom: 2 business days

United States & Canada: 3-4 business days

EU countries: 4-7 business days

Non-EU countries: 6-10 business days

If you have any problems, you can track the progress of your order by contacting our friendly customer service or your Diana Representative.

Please remember: Only orders placed Monday to Friday before 12 o'clock in the daytime will be sent the same day.

All UK orders are fulfilled from our UK-based warehouse, hence no VAT charges will apply. Any applicable duties, tariffs, or other fees may be incurred for orders shipped outside of the UK. Please note that Diana Beauty & Creative UK is not responsible for any duties, VAT or other fees. Customers are solely responsible for any applicable duties or VAT charges.

Diana Beauty & Creative UK is not responsible for lost or stolen packages after the order has been dispatched and the tracking number provided. We will not replace or refund an order if the package is missing. If the package shows delivered, but a package has not been collected, please contact your shipping carrier to conduct a lost package search or to take advantage of any available shipping insurance they may offer. Please note we do not provide shipping insurance. Once tracking is received, it is between the shipping company and the customer to ensure the goods arrive safely.

If you wish to change your shipping address after making an order, please contact us as soon as possible so that we can assist you. If the order hasn’t yet been processed we can change the address.

Please keep in mind that once orders are processed, we cannot change the shipping address. Please always double-check your shipping address when entering it into the system to ensure that you receive your package. Diana Beauty & Creative UK is not responsible for deliveries that are made to incorrect addresses which are entered on our checkout page by customers in error.

Due to the nature of our products, we are unable to accept returns of unsealed/ used items. However, if you are not satisfied with your order or receive a damaged product we will replace it with a new one. We offer a full refund or exchange of an item within 14 days. Please contact us at info@dianacosmetics.co.uk and we will provide more information on how to get a refund.

Once we have received your item, we can start the returns process. Refunds will be made to the original method of payment once the order has been received by our warehouse.

 In order to make things easy and fast, please always include your order number (invoice number) in the subject line. As soon as the damaged product arrives to our warehouse we will process the replacement.

Please also note that items must be returned with all barcode tags and labels intact. We recommend any returns posted, are sent by recorded delivery as we cannot accept liability for items that do not reach us. 

Unfortunately, we do not offer free returns. When returning unwanted items, you will be liable for the cost of posting it back to us.

We recommend any returns posted, are sent by recorded delivery as we cannot accept liability for items that do not reach us.

We regret to inform you that our online training courses are non-refundable. Once you have purchased a course, you will have access to the content for the duration of the course period. We are unable to offer refunds on any online training courses, so please choose your course carefully before making your purchase.

• Accidental damage or incorrect usage will not be covered (for example a twisted, broken cord)
• The carbon brushes for the motor (in the hair dryers), the electric cord and the materials subject to normal wear
  (the item should be cleaned after each use)
• If a third party has attempted any repairs the warranty will be void
• If your product has been purchased from an unauthorized distributor; in this instance, your consumer's right would lie with the point of sale.
• Failures caused by a lack of compliance with the instructions for use and the maintenance provisions;
• Damage caused by accidental breakage or transport;
• Defects occurring outside the extended warranty period
  
• Normal wear and tear, including parts that might wear out over time (e.g. fuse, belt, brush bar, batteries, filters etc.).
• Accidental damage
• Damage as a result of use not in accordance with the rating plate. Damage caused by not carrying out the recommended appliance maintenance.
• Removal of blockages. If your tool (e.i. hairdryer) becomes blocked, please refer to the Diana Support team for details on how to unblock it.
• Damage from external sources such as transit, weather, electrical outages or power surges.
• Failures caused by circumstances outside of Diana Beauty & Creative’s control.
• Costs, damages or repairs incurred as a result of, due to, or from:
• Negligent use, misuse, neglect or careless operation of the too;
• Use of the Diana Beauty & Creative tool which is not in accordance with the Operating Manual;
• Use of a Diana Beauty & Creative tools for anything other than professional purposes in the country in which it was purchased.
• Use of parts not assembled or installed in accordance with the instructions of Diana Beauty & Creative.
• Use of parts and accessories which are not Diana Beauty & Creative components. 
• Faulty assembly or installation (except where carried out by Diana Beauty & Creative)
  
  
  If the return request will be accepted, we will proceed with the repair & exchange for a new item; otherwise, the product will be disposed of or returned, and the expenses will always be at your responsibility. 
  
  We are committed to providing high-quality professional tools to our customers. If you experience any issues with a tool purchased from us, please contact our customer service team immediately for assistance. We offer a warranty on all professional tools, which includes repair services or an exchange for a new item, free of charge. Please note that refunds for professional tools are not accepted, unless the item is returned within 14 days of purchase, and the issue cannot be resolved through repair or exchange. Additionally, the item must be returned in its original packaging and in the same condition as it was received.

Please be aware that the warranty starts from the date of purchase so please keep a copy of the original proof of purchase.

Please get in touch with us at info@dianacosmetics.co.uk or your Diana Representative
to find out how to send the item back to our nearest warehouse. For any products that are not damaged, you will need to pay the cost of the return and we encourage you to use a trackable service as any lost returns cannot be reimbursed. Refund processing may vary slightly but will generally show up on your account in 7 business days.

Please get in touch with us or your Diana Rep for further details. Returns can only be carried out if you contact our Customer team.