returns

If you change your mind, Australian customers may return orders within 30-days of receipt for a refund.

All returned goods must meet the following criteria:

  • Purchased within the last 30 days
  • Be unworn, undamaged and unmarked
  • In their original packaging and have all original tags still attached
  • Please ensure boxed items are packed inside a sturdy waterproof bag or postage satchel
  • A tax invoice, receipt or proof of purchase must accompany any orders returned for refund

Refunds are paid via the original method of payment or against original cardholder details.

Gift cards are excluded from this policy.

How to Return Your Items

Make sure you qualify for a return by meeting the above requirements then follow the process below:

1. Initiate your return request and print your label:

AUSTRALIAN ORDERS:

  1. Lodge your return in our Online Returns Portal
  2. You will need your Order ID (this can be found on your original order confirmation)
  3. Follow the instructions to initiate your online return through the portal
  4. Once you have completed your returns request using the Online Returns Portal, you will receive an email containing a free return label which you will need to print
  5. Please note: the return label link is only valid for 6 hours

NEW ZEALAND ORDERS:

  1. You will need to cover the cost of your return
  2. You will not be able to lodge your return in the online returns portal so please follow the steps below

2. Pack & post your items

AUSTRALIAN ORDERS:

  1. Place the items you want to return into their original packaging and place in a sealed post bag
  2. Place the return label on the outside and post back to us
  3. Make note of your return tracking number as our Customer Service team may ask for this if you need to enquire about your return

NEW ZEALAND ORDERS:

  1. Place the items you want to return into their original packaging and place in a sealed post bag
  2. Please post your items to: DIANA FERRARI RETURNS, 305 GOOCH ST, THORNBURY, VIC 3071
  3. Make note of your return tracking number as our Customer Service team may ask for this if you need to enquire about your return

We cannot be held responsible if the returned shoes do not arrive at our warehouse, but having tracking information will make it much easier for us to help you should your item go missing.

REFUND PROCESS

Once returns are received in our warehouse, our Returns Team will determine whether the product is eligible for a refund. When it is approved, it will be forwarded to the Finance Team for processing. Our team will send you an email to let you know that the refund has been processed. Once your refund has been processed, please allow 1-7 business days (this may vary depending on your financial institution) for the funds to appear in your account.

The refund will be credited back to the same credit card or PayPal account that you paid from. For other forms of payment, please see below:

Online Credit or Promo Code:

If an online credit was used to place your order, we will provide you with another online credit

Items that were purchased during a promotional period with a voucher will be refunded for the amount paid for the item ie; the listed price for that item at time of order less discount

If any items are not valid for a return, our Customer Service team will contact you.

FAULTY GOODS

If you receive a faulty, incorrect or incorrectly described order please contact Customer Service ASAP and we will organise for the correct product to be delivered to you. We will also send you pre-paid return postage label, so you can return the original order free of charge. Any postage cost will be reimbursed.

Customer Service

Contact us on 1800 101 285 or at customerservice@dianaferrari.com.au

International customers can contact us on +61 3 9420 8444 or at intlcustomerservice@dianaferrari.com.au