Frequently Asked Questions

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  • Shipping & Deliveries

    Shipping & Deliveries

    • Australian Standard Delivery

      Diana Ferrari’s online eBoutique delivers Australia wide.

      Free shipping and free returns are available for all Australian Standard orders. Standard delivery orders are shipped by Australia Post and will be received within 2-7 business days after being dispatched. Standard delivery may take longer in certain rural areas and Western Australia. 

      A signature will be required on delivery, so please provide a delivery address where someone will be available to receive your goods. A work address is often a good option. If nobody is available to sign for the goods, the parcel will be delivered to your local post office for pick up.

    • Australian Priority Delivery

      $14 flat rate priority shipping for all Australian Priority orders.

      Priority delivery orders are shipped by Australia Post Express Post and will be generally be received the next business day after dispatch. Dispatch will take 1-3 days to process.

      Priority service may take longer in certain rural areas and Western Australia. A signature will be required on delivery, so please provide a delivery address where someone will be available to receive your goods.

      A work address is often a good option. If nobody is available to sign for the goods, the parcel will be delivered to your local post office for pick up.

    • International Delivery

      Diana Ferrari’s online eBoutique delivers to Australia, Hong Kong, Malaysia, New Zealand, Singapore, South Africa, United Kingdom and USA. Stay tuned as we add more countries.

      International orders are usually shipped by UPS and will generally be delivered within 2-7 days depending on the size and weight of the order and the destination country.

      You will be responsible for the cost of any international shipping. International orders will generally be shipped at the UPS Saver delivery rate which is calculated at a standard rate based on your shipping destination.

      All shipping prices are stated in Australian Dollars $AUD.

    • How will my order be shipped?

      Within Australia, we use Australia Post eParcel to get your order to you as quickly as possible and ship to any corner of the country. Please refer to Shipping & Delivery information on costs and durations.

      Internationally, we we use UPS for shipping. On occasion, we may use other carriers.

      All deliveries are subject to the carrier’s own terms and conditions and, for international deliveries, to local and international laws regulating the importing of goods.

    • How can I track the status of my order?

      Once your order ships from our eBoutique, we will forward an email confirmation containing your shipment tracking number that you can follow your order through to delivery with Australia Post.

      You can track your Australia Post parcel here - http://auspost.com.au/track/

      You can track your UPS parcel here - http://www.ups.com/

    • What happens if my item gets lost in transit?

      The first thing to do is contact the carrier your order was sent with, and quote the consignment or tracking number that was sent to you in your despatch confirmation email. If the carrier cannot locate your items, we will lodge an enquiry on your behalf. Please contact us if you have any queries regarding your delivery.

    • What happens if I receive an incorrect item?

      If you receive an incorrect item on your order, please contact us immediately and we will organise for the correct item to be delivered to you. We will also arrange or reimburse for return postage of the incorrect item.

    • What happens if an item is missing from my order?

      In the rare case that we have missed an item from your order, please contact us and we will arrange for a replacement delivered straight away.

    • Can you deliver to my work address?

      Absolutely! Please include the business name in the delivery address of your order so the delivery driver can find you easily. A signature will still be required on delivery.

    • Do you deliver to PO Box addresses?

      Since we require a signature upon delivery, we cannot deliver to PO boxes. Please ensure that you provide a physical street address when completing your shipping details.

    • What is your returns policy?

      Diana Ferrari aims to make your online purchasing experience as easy as possible, particularly returns. Please see our Return & Exchanges policy on the left menu.

  • Returns

    Returns

    • Diana Ferrari Boutiques - Returns & Exchanges

      Our Diana Ferrari Retail Boutiques aim to make your purchasing experience as easy as possible, however Diana Ferrari understands some items are not always suitable and need to be returned.

      We will provide you with a refund, exchange or credit voucher where goods are faulty, wrongly described, different from the style shown or do not do what they are supposed to do.

      We will provide a refund or exchange if you simply change your mind or make a wrong decision, as long as the goods are unworn and returned within 14 days of purchase in their original packaging or with original tags/labels attached. (Note for our online eBoutique refund for change of mind is available to Australian customers only).

      Your receipt or proof of purchase must be presented at the time of any refund or exchange.
      Any refunds will be given in the same way as you originally paid for the goods. EFTPOS and credit card refunds will be processed against the original cardholder details.

      No returns or exchanges for change of mind on clearance or Mid Season or End of Season sale items.

      Gift cards are excluded from this policy.

    • Diana Ferrari Online eBoutique - Returns & Exchanges

      We will provide you with a refund or exchange where goods are faulty, wrongly described, different from the style shown or do not do what they are supposed to do.


      We will provide a refund or exchange if you simply change your mind or make a wrong decision, as long as the goods are unworn and returned within 14 days of receipt of the goods in their original packaging or with original tags/labels attached. Returns for change of mind is available to Australian customers only.

      Your order receipt or proof of purchase must be presented at the time of any refund or exchange.


      Any refunds will be given in the same way as you originally paid for the goods. EFTPOS and credit card refunds will be processed against the original cardholder details.

      If you would like to exchange the goods, and you are an Australian customer, you may visit your nearest boutique to do so. Please, contact us if you are unable to visit a store.

      No refunds will be given for change of mind on clearance or Mid Season or End of Season sale items. You may however exchange these clearance/sale items by taking them to your nearest Diana Ferrari boutique, as long as the goods are unworn and returned within 14 days of receipt of the goods in their original packaging or with original tags/labels attached. Please contact us if you are unable to visit a boutique.

      Shipping for the original purchase will not be refunded unless the item is faulty for eBoutique orders.

      We are unable to exchange products through our online store. If you wish to exchange a product you will need to return your purchase for a refund and place a new order or visit a retail boutique for an exchange instore.

      Gift cards are excludedfrom this policy

      Items purchased from Diana Ferrari online at www.dianaferrari.com may be returned for exchange or refund (in accordance with the Online eBoutique terms noted above), at Diana Ferrari retail boutiques within 14 days of receipt of the goods. Your online Tax Invoice must be presented at the time of refund or exchange. You will receive your Tax Invoice as your order confirmation email; this is different from the packing slip that is delivered with your ordered items.

      Please note "Diana Ferrari retail boutiques" does not include independent stockists or major department stores.

    • Diana Ferrari Online eBoutique - Returns & Exchanges - Clearance Items


      Australian customers may exchange these clearance items by taking them to your nearest Diana Ferrari boutique, as long as the goods are unworn and returned within 14 days of receipt of the goods in their original packaging or with original tags/labels attached.

      Please contact us if you are unable to visit a boutique.

    • Can I return an item?

      Australian Orders

      Certainly - Items purchased by Australian customers at Diana Ferrari online may be returned for exchange or refund at Diana Ferrari retail boutiques within 14 days of receipt of the goods, in accordance with the Terms & Conditions (noted on the respective “Returns & Exchanges” tabs on the left for Boutiques and Online).

      Your online Tax Invoice must be presented at the time of refund or exchange.

      You will receive your Tax Invoice as your order confirmation email; this is different from the packing slip that is delivered with your ordered items.

      There are no refunds given for change of mind on clearance or Mid Season or End of Season sale items. You may however exchange these sale items by taking them to your nearest Diana Ferrari boutique, as long as the goods are unworn and returned within 14 days of receipt of the goods in their original packaging or with original tags/labels attached. Please contact us if you are unable to visit a store.

      Please note "Diana Ferrari Retail Boutiques" does not include independent stockists or major department stores.

      Returns Process via Australia Post

      1. Contact us via https://www.dianaferrari.com.au/need-help/contact-us/  to receive a return authorisation, which will provide free return shipping of the goods to our returns centre.
      2. Pack all items with your Tax Invoice in a secure satchel/carton, or reuse the original packaging. Please ensure that all boxed items are enclosed in a satchel for protection or their return may be refused.
      3. Affix the pre-addressed label to your package, making sure you cover or remove the original shipping label.
      4. Send the satchel/carton via Australia Post.

      Please allow up to 7-10 days for your return to be processed. All refunds will be provided via the original method of payment. 

      International Orders

      1. Please remember that we do not accept returns on international orders, where you have changed your mind or the item does not suit. We will only accept returns where goods are faulty, wrongly described, different from the style shown or do not do what they are supposed to.
      2. Contact us at IntlCustomerService@dianaferrari.com.au to receive a return authorisation, which will provide free return shipping of the goods to our returns centre. Pack all items with your tax invoice in a secure satchel/carton, or reuse the original packaging. Please ensure that all boxed items are enclosed in a satchel for protection or their return may be refused.
      3. Affix the pre-addressed label to your package provided with your return authorisation, making sure you cover or remove the original shipping label.
      4. Contact the carrier nominated in your return authorisation to arrange for pick up of the satchel/carton. Please note, the goods must be returned by the carrier specified in the return authorisation us.  We will not accept items returned by any other means.
    • How do I return an item without visiting a boutique?

      Australian Orders

      If you are an Australian customer, and for any reason you would like to return your product to us please follow the simple steps below.

      Please note goods must be returned within 14 days of the receipt of your online purchase, and the return or exchange is subject to the Terms & Conditions (noted on the respective “Returns & Exchanges” tabs on the left for Boutiques and Online).

      Returns Process via Australia Post

      1. Contact us via https://www.dianaferrari.com.au/need-help/contact-us/  to receive a return authorisation, which will provide free return shipping of the goods to our returns centre.
      2. Pack all items with your Tax Invoice in a secure satchel/carton, or reuse the original packaging. Please ensure that all boxed items are enclosed in a satchel for protection or their return may be refused.
      3. Affix the pre-addressed label to your package, making sure you cover or remove the original shipping label.
      4. Send the satchel/carton via Australia Post.


      Please allow up to 7-10 days for your return to be processed. All refunds will be provided via the original method of payment.

      International orders

      If you are an international customer, please refer to the information noted under Can I return an item?

    • What happens to my return when it reaches Diana Ferrari?

      Once we receive your return items, we will inspect and process your products within 24 hours. 

      Refunds for credit card payments will be refunded to the credit card used to purchase your order. Please allow up to 10 business days for the refund to show in your account due to bank processing time. Cash refunds are not provided.

      In the unlikely event that you do not receive an email from us within 10 days of you posting your order back to us, please contact us and we will help you to find it. Please quote your tracking number for this parcel if available.

    • What is the process for refunds?

      Please  contact us to initiate a refund. Please note refunds are subject to the according Terms & Conditions (noted on the respective “Returns & Exchanges” tabs on the left for Boutiques and Online).

      If you change your mind, you may return or exchange your item for one of equal cost within 14 days, if the goods are unworn with all original tags still attached.

      We will provide you with a refund, exchange or credit voucher where goods are faulty, wrongly described, different from the style shown or do not do what they are supposed to.

    • How do I receive a return authorisation?

      Please contact us and we’ll send a return authorisation to you via email or fax you a copy.

    • Do you pay for my return shipping?

      We will gladly pay for your return shipping costs, additionally we will pay to ship the new item to you.

    • What about sale item returns?

      For items purchased in a Diana Ferrari Boutique, there are no returns or exchanges for change of mind on clearance items or sale items purchased during Mid-Season or End of Season sales.

      Clearance or sale items purchased online at www.dianaferrari.com.au may be exchanged at a Diana Ferrari boutique but are not able to be returned. If you are unable to visit a Diana Ferrari Boutique to exchange a sale item purchased online, plesae contact us and we will assist you.

    • Where do I ship my return?

      For Australian customers, your return authorisation will provide all contact details necessary to ship your return back to us.

      Please contact us to initiate your return and we will provide you a return authorisation slip with the address details on it then.

      For International Customers, please refer to the Can I return an item?  section for International Orders.

  • Ordering

    Ordering

    • How do I apply a promotion?

      To apply a promotional code, select the products you wish to purchase and proceed to your shopping bag in the normal way. At the bottom of your shopping bag there is a box labelled "Promotional Code". Enter the promotional code and click the "Apply" button. This will then deduct the promotion amount from your order.

    • What if I experience an error whilst ordering?

      If you experience any technical issues whilst using the site, please contact us via phone or email and we will assist you immediately.

    • What forms of payment do you accept?

      We accept that following forms of payment in the Diana Ferrari online eBoutique:

      - Paypal

      - Visa

      - Mastercard

      - Amex


      Unfortunately we do not accept Diners Club, direct deposit, cheques, money orders, Diana Ferrari or Fusion Retail Brands gift cards

    • How do I purchase from the Diana Ferrari online eBoutique?

      Adding items to your bag

      Browse through our Clothing, Shoes, or Accessories categories and click on a product image for more detailed information. There are size and/or colour options for most items. Select the size and colour you would like to order and click on the "Add To Bag" button. If a specific size or colour is currently out of stock, or has been sold out, you will not be able to add it to your basket. In this case a message confirming that the selected quantity is not available will be displayed in the description. To add more items to your bag, click the "Continue Shopping" button.

      Your shopping bag

      You can review the items in your shopping bag at any time by clicking the "My Bag" button at the top right of the page. To amend the order quantity: Change the number in the "QTY" box; and Select the "Update Order" button. To delete an item from your bag, click the red “X” to the right of the item you wish to remove. If you have a promotional code, enter it at this time. If you’ve made any changes to your order, click the "update order" button to update your order before proceeding to the checkout. To continue, click the “Pay Securely Now” button at the bottom right.

      Your details

      Once you have selected the products in your shopping bag, our checkout will prompt you to enter your billing and delivery details. All fields marked with an asterisk (*) are mandatory. Please ensure that your email address and phone number are correct. Your contact and payment details are securely stored throughout the online purchasing process. You can read more about your privacy and online security here.

      Confirm & pay

      It is important that you confirm your order items and shipping address, then complete the payment details. Please check your order and payment details carefully. Review our online shopping Terms and Conditions and tick the box confirming that you have read and agree to them. Once you are satisfied with all of the information please select the "Confirm & Pay" button. When we receive your order, we will send you an email and tax invoice with your order details attached.

      Email us at eboutique@dianaferrari.com.au if you have any questions or there are any problems with your order.

      For International customers please email IntlCustomerService@dianaferrari.com.au.

    • Can I make changes to an existing order?

      If you haven't received a confirmation email within 30 minutes of successfully placing your order then you may have incorrectly entered your email address. Alternatively the confirmation email may have been flagged as spam. Check your junk email folders to ensure that the email isn't there. All confirmation emails are sent from eboutique@dianaferrari.com.au

      If it is not in your junk email folder, please contact us via email with your full name and order number and we can confirm your order for you.

    • Where's my confirmation email?

      If you haven’t received a confirmation email within 2 hours of successfully placing your order then you may have incorrectly entered your email address.

      Alternatively the confirmation email may have been flagged as spam. Check your junk email folders to ensure that the email isn’t there.

      All confirmation emails are sent from online@dianaferrari.com.au. If it is not in your junk email folder, please contact us via email with your full name and order number and we can confirm your order for you.

    • How do I cancel my order?

      You can cancel your order anytime until it has commenced being processed.  If you need to cancel your order, please contact us via phone or email with your order details, including order number and full name, so we can then cancel your order prior to processing.

    • What happens if something I order is out of stock?

      The Diana Ferrari online eBoutique will automatically remove out-of-stock items from sale, but occasionally an item sells out at the same time you are finalising your order.

      If an item on your order is sold out online, we'll do our best to find the same item in one of our boutiques  to complete your order. If the item is sold out across all Diana Ferrari boutiques, then we will only ship the items you ordered that are available and include details about any excluded items and provide a refund. Unfortunately, we are unable to accept back orders.

    • How do I search for items on Diana Ferrari?

      You can browse and search for items at Diana Ferrari a number of ways.

      The easiest way is to browse the categories is on the top menu of the site. Alternatively you can search directly via the "Search…?" search box in the top right of the site and we will find everything related to your search.

      Search examples include products like "dresses", "top" and "boots" as well as style codes like "Amelia". These style codes can be found on product swing tags in store. Once you have found your desired item, click "add to bag" to start the order process.

    • Do you have sizing and colour information?

      Our size chart will help you determine what Diana Ferrari size is most suitable for you.

      Colour is displayed on the product detail page. Please note that product colours may vary slightly from those displayed by your monitor.

    • How do I update my contact details?

      You can update your Fusion Rewards details online here. Simply log in using your Fusion Rewards card number and password and follow the links to update your details.

      You can also update your details by sending an email with the details to CustomerSatisfaction@FusionRetailBrands.com.au

    • Where can I find a promotional code?

      If you’re a Fusion Rewards member, keep an eye on your inbox for exclusive Fusion Rewards promotional codes in our email sale alerts. If you’re not currently a Fusion member you can join online now.

    • Are there additional details around promotions?

      Promotional codes are valid during the specified time period, for online purchases of merchandise only and may be used one time only unless otherwise stated.

      Promotions cannot be applied retroactively to historical orders or to orders that have been adjusted.

      One time use promotional codes must be used in their entirety in a single purchase. Any amounts not redeemed in the applicable purchase will be forfeited. Promotions cannot be combined with other promotions.

      Free shipping promotions are valid for Australian standard ground shipping within the Australian mainland and Tasmania.

      For promotions where you must buy 1 (or more) item(s) to get a reduction on the second (additional) item(s), the discount will be applied at checkout to the lower priced item.

      For promotions requiring a minimum order size, charges for shipping and credits from gift cards do not count towards the minimum order size requirement.

      Promotions do not apply to gift cards, shipping, GST or duties or similar services.

      If merchandise was purchased with a Promotion and subsequently returned, you will be issued a credit or refund at the promotional price.

      If the Promotion has expired, it cannot then be applied to a replacement or future order.

      Diana Ferrari can, at its sole discretion, extend or terminate a Promotion at any time.

    • Gift Cards

      Diana Ferrari gift cards cannot currently be purchased online.


      Existing Diana Ferrari, Williams and Mathers gift cards can be redeemed in any Fusion Retail Brands Store.

      Our store locator will help you find your nearest Diana Ferrari boutique.

  • FAQ

    FAQ

    • Layby Policy

      A minimum deposit of 20% of the total purchase value is required on all layby purchases.

      A one-off, non-refundable administration fee of $5.00 will be charged on each layby transaction and is payable at time of establishment of the layby (in addition to the initial deposit).

      Layby term is 4 weeks, in which period total payment must be received and the goods must be collected.

      Regular payments are required each fortnight following receipt of deposit.

      Goods will be released only upon receipt of total payment.

      No part of the layby goods can be separated and collected by the customer until total payment is made.

      Layby on sale items is not permitted. Layby in clearance stores and online is not permitted.

      Customer may cancel the layby at which time the monies paid towards the layby will be refunded. The administration fee of $5.00 and any Fusion Rewards Points redeemed on the layby are non-refundable. 

      No returns or exchanges on layby items for change of mind.

      Failure to collect the goods by the layby due date will result in forfeiture of monies paid and return of the goods to general stock for public sale.

    • Privacy

      Diana Ferrari respects your privacy. All information collected about you is kept confidential and we will not sell, trade or participate in unauthorised use of personal information. Refer to our privacy policy for full details.

    • Online Security

      We have a number of measures to ensure your personal and credit card details are as secure as possible.

      During the purchase process, the connection between your computer and our service is encrypted with Industry standard methods including SSL 128 bit encryption.

      Once your information reaches our server, your details are further encrypted. Your card number is never stored in any human readable format.

      Our systems use your card details to take payment automatically. Our employees do not have access to any sensitive customer information.

    • Do you have sizing and colour information?

      Our size chart will help you determine what Diana Ferrari size is most suitable for you.

      Colour is displayed on the product detail page.

      Please note that product colours may vary slightly from those displayed by your monitor.

    • I've seen something I want in a Diana Ferrari boutique, but I can't find it online in the eBoutique.

      We aim to have a comparable range of our Boutiques' products available online.

      However, from time to time items may sell out. If you cannot find the item you want online, please contact us and we'll try hard to locate the item for you.

    • The item I want is sold out online, will it still be available in a Diana Ferrari boutique?

      Once an item is marked as "sold out," it is likely the level of stock in our boutiques will also be very limited. However, please don't hesitate to contact us and we'll try hard to locate it for you.

    • How do I keep up to date with promotions and Diana Ferrari news?

      Sign-up to our Fusion Rewards program to keep abreast of promotions, new boutiques, styling workshops, collections, special events and sneak peaks.

      Fusion Rewards offers special promotions and exclusive member rewards at Diana Ferrari, Williams, and Mathers. You can sign-up in-store or online now.

    • Contact Us/ Feedback

      We want your Diana Ferrari online shopping experience to be as seamless and enjoyable as possible.

      For Australian customers who may have questions, compliments, concerns or comments relating to the website or online shopping please call us on 1800 101 285 during AEST office hours, alternatively contact us here.

      For International customers please contact us at IntlCustomerService@dianaferrari.com.au.

Answers

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