Payment & Returns Policy

HOW CAN I PAY

We accept all major debit cards and credit cards.

Visa, Visa Debit / Delta, Visa Electron, MasterCard Debit, MasterCard, UK Maestro, American Express, Apple Pay, PayPal, Klarna and Diamantine Gift Card.

All transactions are processed via Shopify Payments or PayPal and are encrypted for your security.

All payments must be made before your order is shipped to you. We work closely with Verified by Visa & MasterCard SecureCode to provide you with a safer shopping experience when using your card online.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer.

Additional validation and fraud checks are carried out internally.

The actual price charged to overseas customers will be subject to the exchange rate applied by the customer's credit or debit card company.

HOW DO RETURN THE ITEMS

If you are unhappy with your purchase or would like to return your items, please send your item(s) back to our Distribution Center.

Order cancellations must be made in writing via email or letter within 14 working days after the first day of possession. To cancel your order please contact us at [email protected] or send a letter to our returns address above, including your order number to discuss next steps.

Your return needs to arrive back to our warehouse within 14 days of your cancellation. It is your responsibility to send the item/s back to Diamantine UK's warehouse if you require a refund or an exchange.

To process a return, please go to the Returns Centre page here.

Diamantine does not provide pre-paid return labels; you will be responsible for covering the shipping costs to return.

Depending on the shipping method and carrier selected, your return package may take several days to reach us.

Please allow 2 business days for us to process your return once it is received by our Distribution Center.

All Diamantine clothing and accessories must be returned by post.

We offer refunds on all full price items and store credit on a e-gift card for sale items.

Sale & End of Line Items - Diamantine reserves the right to apply a £3.99 restocking fee for a final sale item.

Helpful Hint: Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit.

OUR RETURNS POLICY

Please package your item/s back in the original packaging, all tags need to be attached to the unworn item/s and there needs to be no evidence of stains or odours.

If you are returning footwear to us, please package the shoe box inside the mailing bag it came in and please do not tape the box itself.

Underwear or swimwear (if the hygiene seal has been removed) cannot be returned for health and safety reasons.

CLICK & COLLECT RETURNS

If you placed your order using our Click & Collect service, the responsibility of the return of the item is that of the customer who purchased the order.

Please collect your parcel from the designated Click & Collect shop and return it back to us via your local Post Office to be sent back to us. Please retain the postage receipt from the Post Office, so we can keep an eye on the progress of your order if needed.

Diamantine does not provide pre-paid return labels; you will be responsible for covering the shipping costs to return.

Depending on the shipping method and carrier selected, your return package may take several days to reach us.

Please allow 2 business days for us to process your return once it is received by our Distribution Center.

Diamantine clothing must be returned by post.
We offer refunds on all full price items and store credit on a e-gift card for sale items.

Sale & End of Line Items - Diamantine reserves the right to apply a £3.99 restocking fee for a final sale item.

Helpful Hint: Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit.

WHEN WILL I BE REFUNDED?

We will process the refund or exchange (if available) within 2 working days of receiving your returned items, but it may take a further 3-5 working days for a refund to show in your bank account, depending on your bank.

We offer refunds on all full price and faulty items and store credit on a e-gift card for sale items.

For sale & end of line items - Diamantine reserves the right to apply a £3.99 restocking fee for a final sale item.

CAN I EXCHANGE ITEMS

If you're exchanging an item for a different size or colour, we'll cover any cost increase, or alternatively refund any cost decrease. Otherwise, if you're exchanging an item for a different product that costs more, we'll charge you the difference in price. We'll refund you the difference if the new item costs less.

RETURNS ARE NOT FREE

At this stage, we are unable to offer free returns and it is the customer's responsibility to send the item back to us.

WHAT IF MY DELIVERY IS INCORRECT?

In the unlikely instance that you receive your parcel and there is an incorrect, defective or missing item and you haven't received an email from us, please get in contact with our support team at [email protected] and they will be able to assist you.

Most of our items are popular, they can go out of stock quickly. Unfortunately, that means that occasionally we’re not able to send you all the items in your order. We understand that this can be very frustrating and we will issue you with a refund for your missing item.

We always try to let you know before your order is shipped that there is an out of stock item and issue you with a refund.

INTERNATIONAL RETURNS

If you are unhappy with your purchase or would like to return your items, please send your item(s) back to our Distribution Center.

Order cancellations must be made in writing via email or letter within 14 working days after the first day of possession. To cancel your order please contact us at [email protected] or send a letter to our returns address above, including your order number to discuss next steps.

Your return needs to arrive back to our warehouse within 14 days of cancellation. It is your responsibility to send the item/s back to Diamantine UK's warehouse if you require a refund or an exchange.

To process a return, please follow these simple steps:

Go to the Returns Centre page here.

Diamantine does not provide pre-paid return labels; you will be responsible for covering the shipping costs to return.

Depending on the shipping method and carrier selected, your return package may take several days to reach us.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment, within 10 working days.

Diamantine clothing must be returned by post.

We offer refunds on all full price items and store credit on a e-gift card for sale items.

Sale & end of line items - Diamantine reserves the right to apply a £3.99 restocking fee for a final sale item.

Helpful Hint: Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit.

MY SHOE DOES NOT FIT

Please package your item/s back in the original packaging, all tags need to be attached to the unworn item/s and there needs to be no evidence of stains or odours.

If you are returning footwear to us, please package the shoe box inside the mailing bag it came in and please do not tape the box itself.

PACKAGE NOT DELIVERED

If your package is not successfully delivered to the address provided by you and is sent back to Diamantine, it is typically due to insufficient address information. Your package will be returned and “Returned to Sender” will be stated on your tracking information. This can happen if:

The shipping address does not exist

The shipping address is misspelled

The shipping address is missing information (i.e. apt/bldg/suite number)

The carrier is unable to safely deliver the package

The addressee has moved

The addressee has refused the package

Returned to sender packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge. We are unable to replace or reship in these instances as all returned shipments are processed by our Returns Department. Instead, please use the E-Gift Card to place a new order using the corrected address. However, please note, we do not guarantee your items will be in-stock at the time of your reorder.

Note: We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. Diamantine does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.

CAN I GET A REFUND?

Yes, we offer refunds on all full price items and store credit on a e-gift card for items purchased in sale.

Free gifts or promotional items are not returnable!

Diamantine reserves the right to apply a £3.99 restocking fee for a final sale item.

WHAT IS A RESTOCKING FEE?

Diamantine products do not stay in production for long. Once we have phased out the item from our product catalogue, we replace allocated space in the warehouse to new products. When an ‘End of Line’ of ‘Final’ item is returned, the process for the admin to restock the product with an allocated space in the warehouse and online can be costly.

CAN I RETURN ORDER OVER 30 DAYS OLD?

Order cancellations must be made in writing via email or letter within 14 working days after the first day of possession. To cancel your order please contact us at [email protected] or send a letter to our returns address above, including your order number to discuss next steps.

Your return needs to arrive back at our warehouse within 14 days of cancellation. It is your responsibility to send the item/s back to Diamantine UK's warehouse if you require a refund or an exchange.