Frequently Asked Questions

Diana Ferrari are pleased to offer FREE standard shipping within Australia for all orders over $99.

Local orders under $99 incur a $10 delivery fee. All New Zealand orders will incur a $15 flat rate delivery fee.

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.

Orders to New Zealand can take up to 10 business days to deliver.

We deliver to most addresses within Australia. We do not deliver to Click & Collect locations.

Yes! We currently offer international shipping to New Zealand with a flat rate of $15 for delivery on all orders. We do not deliver outside of Australia and New Zealand.

Diana Ferrari is committed to providing exceptional customer service. 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 any item(s) from your order are unavailable, we will notify you and provide a full refund as soon as possible.

Once you have placed your order, we start picking and packing your items as quickly as possible. This helps us to send your goods efficiently but this also means that we’re unable to make changes to your order; including delivery address, changing colours/sizes or removing items.

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 or alternatively contact our customer care team and they will be happy to assist.

Orders containing more than one item may be split into multiple parcels. In the event of this occurring, you will receive separate emails from StarTrack with different tracking numbers for each parcel. Please be assured that you will not incur any additional shipping charges.

For all deliveries 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.

We understand that sometimes a product isn't quite right, thats why we offer FREE 30 day returns for all eligible 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 our nominated courier service; Australia Post.

Please note that we are unable to facilitate exchanges at this time. Should you wish to swap an item for another size, colour or style, you will need to place a new order for these items and return your original order within 30 days.

In the event that any returned items are not eligible for a refund, we will contact you and return those items to you.

All efforts will be made to contact you, however, if we cannot reach you within 30 days, we reserve the right to dispose of your ineligible items.

Please visit our Returns page and follow the instructions provided.

Your Web Order Number can be found within your original order confirmation email.

It can take up to 10 business days for your returned goods to arrive back at our Diana Ferrari Returns facility.

Once the goods have been received, they will be evaluated to see if they are eligible for a refund.

This process can take up to 4-6 business days and you will be notified via email when your refund has been processed.

We reserve the right to decline an item for a refund if the return was made after 30 days from the date of purchase, the products are marked, damaged, show signs of wear or do not have their original and undamaged packaging. 

In this instance, our customer care team will contact you directly.

Depending on your financial institution, your refund will appear in your account approximately 1-7 business days after it has been processed.

For further information regarding refunds, please see our Returns Policy.

If a gift card/prepaid credit card was used for a purchase, please ensure that you retain the card/s until your order is physically received.

In the event where a purchase is made using a gift card and the order is subsequently cancelled or requires a refund, please contact our Customer Care team and they will kindly assist you.

Should you wish to return items purchased during an online sale or promotion, we will process a refund for the discounted price paid at the time of purchase. Your refund will be processed back to your original payment method. 

Unfortunately, we are unable to facilitate online exchanges at this time. Should you wish to swap an item for another size, colour or style, you will need to place a new order for these items and return your original order within 30 days. We understand that sometimes a product doesn't fit quite right, that's why we offer FREE 30 day returns for all eligible orders! Some conditions do apply, so please check out our Returns page for further details.

Diana Ferrari's Returns Policy includes the rights that you are entitled to under the Australian Consumer Law.

If you believe your product to be faulty, please contact our Customer Care team directly and they will kindly assist you.

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 deemed faulty, you will receive a full refund for the item including any delivery charges. 

Please note: Delivery charges are only reimbursed for orders with one unit purchased.

Diana Ferrari accepts MasterCard, VISA, American Express, JCB, Union Pay, PayPal, Afterpay and ApplePay.

You can apply your voucher code at checkout after you've filled in your details.

Simply enter your promotional code into the 'PROMO CODE' box and click 'APPLY'.

Each voucher code has unique terms and conditions.

If you're having trouble using your online voucher, please contact our Customer Care team who will be more than happy to assist you.

Yes. Diana Ferrari uses globally accepted best practice electronic and physical security measures and devices to protect your personal data and credit card information from unauthorised access. For more information regarding the security of your personal information, please read our Privacy Policy.

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.

Afterpay is a 'buy now, pay later' payment method, that makes it possible for you to buy something now, receive your goods, and pay them off with fortnightly instalments. For more information, click here.

Effective from 1 December 2019, we are now required to collect GST of 15% on New Zealand orders, due to government policy changes. Please note that orders valued over $1000 NZD, may incur additional customs charges and taxes. You are wholly liable for the payment of any additional charges and taxes. The items will not be released for delivery until all customs charges and taxes are paid. Further information can be found on the New Zealand government customs pages here.

To create an account, simply click 'LOGIN/REGISTER,' at the top right hand corner of our homepage screen and click 'CREATE AN ACCOUNT.'

To place an order, simply select the size of the shoes you wish to purchase, add the item(s) to your bag and proceed to checkout.

Unfortunately, due to the fast turnaround at 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 stock on our website is an accurate reflection of the stock we currently have on hand at our warehouse.

Please do not hesitate to contact us if you would like more information regarding any of our online product styles.

At the very bottom of every newsletter email we send, there is an 'Unsubscribe,' link. Simply click the 'Unsubscribe,' link and it's as easy as that!

We'll be sad to see you go. However, you can always re-subscribe at any time so that you can be the first to know about sales and subscriber-only promotions.

We are sorry that you were not able to complete your order.

Please be advised that stock inventory at Diana Ferrari, is live and reflects what's available in real time.

Multiple customers may be trying to purchase the same style, which may result in the style selling out fast.

Until you've completed the checkout process and an order confirmation is sent to your nominated email address, your purchase for the item is not guaranteed.

Should you have any other issues with placing an online order with us, please do not hesitate to contact our Customer Care team, who will be more than happy to assist you.