Frequently Asked Questions
How much do you charge for delivery?
Diana Ferrari is pleased to offer FREE standard shipping within Australia for all orders over $65. Orders under $65 incur a $9 delivery fee.
When will I receive my order?
If you live in Australian metropolitan areas the Standard Delivery time is 2-5 business days. If you live in Australian regional areas the Standard Delivery time is 2-10 business days. Express delivery time is 1-2 business days nationwide. Orders to New Zealand can take up to 10 Business Days to deliver.
Do you deliver to anywhere in Australia?
We deliver to most addresses within Australia. We do not deliver to Parcel Lockers or Click & Collect locations.
Do you deliver internationally?
Yes! For delivery to New Zealand please change your country at checkout to New Zealand from the drop down menu. A $15 shipping rate will be added to your order. Please allow up to 7 working days for your order to arrive.
GST of 15% applies to all New Zealand orders. More information can be found on the New Zealand government customs pages.
I have ordered an item that is no longer available
Diana Ferrari is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. In the unlikely event that an ordered item isn't available, or we are unable to fulfil your order, we will notify you to advise whether we are able to place a backorder or provide a full refund.
Can I change the delivery address after I have ordered?
We start processing and packing your order as speedily as possible after you click ‘Place Order’. This helps us to send your goods quickly but this also means that we're unable to make changes to your order, including delivery address, changing colours and sizes or removing items.
How can I track my order?
Once your online order is dispatched you will receive an email to your nominated email address. This will include your delivery details, tracking number and a link that will allow you to track the status of your delivery. Should this be missing, please check your junk/spam folder in your email.
Why have I received two tracking numbers?
Orders containing more than one item may receive more than one tracking number and may be delivered at different times from our warehouse. We will always endeavor to minimise this where we can, but we know you want your deliveries to arrive as quickly as possible.
Will I need to be present at my nominated delivery address when my order arrives?
For all delivereies in Australia, authority to leave is preselected at checkout so at the time of delivery, you will not need to be present and your parcel will be left in a safe place if the driver deems it is safe to do so. If you have unticked this option, you will be required to sign for the parcel.
Please note: If unattended or the driver deems the location is not safe to leave the parcel, your order will be delivered to your nearest post office for collection. If this occurs you will receive details from Australia Post with the collection information.
What is Diana Ferrari's return policy?
We understand that sometimes a product just isn't quite right, thats why we offer FREE 30 day returns for all orders!
If you wish to receive a refund for your purchase, your item must meet these guidelines:
- Purchased within the last 30 days
- Unworn, undamaged and unmarked
- In the original packaging and shoe box (we consider this part of the item).
If you qualify for a return, you are not liable for the postage cost of returning products within Australia via Diana Ferrari's nominated courier service or an Australia Post/Parcelpoint return booked via our Returns Booking page.
Please note that we are unable to facilitate exchanges at this time. If you wish to swap an item for another size, colour or style, we recommend you follow the returns process for the original pruchase, and use the refund returned to your original form of payment to cover the new item.
If any items are not eligible for a refund we will contact you and return those items to you at your cost. These items will incur a postage charge of $10 to all residential addresses across Australia and $15 for all New Zealand residential addresses. All efforts will be made to contact you, however, if we do not hear from you within 30 days we reserve the right to dispose of your items.
How do I return my order?
Please visit our Returns page and follow the instructions provided.
Where do I find my Web Order Number?
Your Order Number can be found in two places:
1) At the bottom of your order confirmation email or
2) On the slip sent in your delivery with your order under the heading 'Tax Invoice'. This Order Number can also be used as a reference number when you are contacting customer service.
How long does the return process take?
Depending on your method of delivery, it can take up to 10 working days for your returned goods to arrive at the Diana Ferrari warehouse.
Once the goods have been received, they will be evaluated to see if they are eligible for a refund, this process can take 4-6 business days. You will be notified by email if the refund is approved and it will then be processed.
Depending on your banking institution, your refund will appear in your account approximately 1-7 business days after it has been processed.
We reserve the right to decline an item for a refund if the products are marked, damaged, show signs of wear or do not have their original and undamaged packaging. In this instance, we will contact you directly. For more information regarding refunds, please see our Returns Policy.
I paid using a prepaid credit card, but my order was cancelled. How will I be refunded?
In the case where a purchase is made using a prepaid credit card and the order is subsequently cancelled or requires a refund – We reserve the right to request proof of identity before reissuing a refund. If a prepaid credit card was used in a purchase, please ensure that you retain the card/s until your order is physically received.
I placed my order during a sale or promotion - will I be refunded?
Items that were bought during a sale or promotion will be refunded for the amount paid for the item i.e. the listed price for that item at time of order less the discount applied.
Can I exchange my shoes if they don’t fit?
We understand that sometimes a product just doesn't fit quite right, thats why we offer FREE 30 day returns for all orders!
Some conditions do apply, so check out our Returns page for full details.
Help! I think my item is faulty!
Diana Ferrari's Returns Policy includes the rights you are entitled to under the Australian Consumer Law.
If you believe your product to be faulty, please contact our Customer Service Team directly and they will help you out.
Diana Ferrari may request photos of the fault claim prior to approving the return. We may also consult with the supplier or manufacturer to determine if the item is faulty. If the item is found to be faulty, you will receive a full refund for that item including the delivery charge unless the delivery charge has been previously refunded for that order.
What forms of payment are accepted?
Diana Ferrari accepts MasterCard, VISA , AMEX, JCB and Union Pay, as well as PayPal, Afterpay and ApplePay.
I have a voucher code. How do I apply it?
You can apply your voucher code at the checkout after you've filled in your details, simply enter the code into the 'Voucher Code' box and click 'Apply'. Each voucher code has unique terms and conditions. If you're having trouble using your voucher, please contact our Customer Service Team.
Is it safe to use my credit card on Diana Ferrari?
What is PayPal?
PayPal is a payment method for online purchases enabling buyers and purchasers to send and receive money online. PayPal has over 100 million member accounts in over 190 countries. One advantage of using PayPal is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card information to the merchant.For more information, please visit the PayPal website.
What is AfterPay?
AfterPay is a payment method that allows you to pay in quarterly instalments every 2 weeks and receive your goods in the same time as if you had paid in full! For more information, click here
Why does my NZ order show a tax?
New Zealand orders are exempt from paying Australian Goods & Services Tax on their products.
From 1 December 2019, Diana Ferrari now collects a GST of 15% on orders to New Zealand due to government policy changes. More information can be found on the New Zealand government customs pages.
How do I place an order?
To place an order, simply select the item you wish to order, add the correct size to your bag and proceed to the checkout.
Can I cancel or make changes to an order?
Unfortunately, due to the fast turnaround of our warehouse, once an order has been placed in the system we are unable to cancel or make any changes. Please see our RETURNS page for information on how to return your order.
The shoes I want aren't available in my size. What now?
The stock on our website is an accurate reflection of the stock we have in our warehouse. Please contact us if you'd like to know if, or when, we'll get any additional stock of that particular shoe.
Please note: If the item is an already reduced item, we will not be restocking.
How do I unsubscribe from your mailing list?
On the bottom of every newsletter we send there is an "Unsubscribe" link. Simply click "Unsubscribe" and it's as easy as that. We'll be sorry to see you go, however you can always re-subscribe at any time so you can be the first to know about sales and subscriber-only promotions.
I tried to check out and the item in my shopping cart disappeared, what happened?
We're sorry that you weren't able to complete your order. The stock on the Diana Ferrari website is live and reflects what's available in real time. Placing an item in your shopping cart doesn't guarantee the purchase of an item. Until you've completed the checkout process another customer may have purchased the item, even if it's in your cart.
How do I create an account?
Click 'Register' at the top right-hand corner of the screen and enter your details in the fields provided.