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📦 Shipping, Returns & Complaints

Shipping & Delivery

Order processing time:

  • Orders placed Monday to Friday before 15:00 (3 PM) are shipped the same day.

  • Orders placed on Friday after 15:00 are shipped on Monday (usually delivered on Tuesday).

Product availability:
Due to high demand for our products, temporary stock shortages may occur. In such cases, the delivery time indicated on the product page (usually 2–3 business days) applies. Orders are dispatched immediately once stock is replenished.

Shipping costs & free delivery:

  • Netherlands, Belgium, Germany – free delivery for orders over €150.

  • Other EU countries – free delivery for orders over €200.

  • Below the free delivery thresholds, shipping costs start from €6.50.

  • Outside the EU – costs and delivery times depend on the carrier and customs clearance. Customers are responsible for all customs duties and taxes.

We do not ship to the United Kingdom or Poland.

Carriers & delivery times:
We ship with DPD, DHL and PostNL.

  • Within the EU: usually 1–3 business days.

  • Outside the EU: delivery times depend on customs clearance and the carrier.

Tracking:
Each order receives a tracking code sent by e-mail. Registered customers can also find it in their account.

Responsibility for Delivery

  • The delivery is considered completed when the carrier marks the package as “delivered” in their system.

  • A parcel delivered to a family member, neighbour, or parcel shop is considered properly delivered.

  • We are not responsible for parcels stolen or lost after confirmed delivery.

  • We do not intervene in neighbour or family disputes regarding receipt of parcels.

  • If a parcel is lost before being marked as delivered, we initiate a claim procedure with the carrier – shipping insurance covers such cases.

Uncollected parcels:
If a parcel is returned to us due to refusal of delivery or failure to collect it, we will refund the product value minus the full cost of shipping and return charged by the carrier.

Returns

You have the right to return goods within 30 days of receiving your order.

Return conditions:

  • Items must be new, unused, and in their original, unopened packaging.

  • Products that have been opened or unsealed cannot be returned for health protection and hygiene reasons (e.g., cosmetics).

  • Returned items must be sent back within 7 days of notifying us about withdrawal.

Legal basis (EU & national law):

  • Directive 2011/83/EU, Art. 16(e): the right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery.

  • Poland: Act on Consumer Rights (2014), Art. 38 point 5.

  • Netherlands: Article 6:230p BW.

  • Germany: §312g Abs. 2 No. 3 BGB.

  • France: Code de la consommation, Article L221-28.

👉 This means that the right of withdrawal does not apply once a cosmetic or hygiene product has been opened.

Return costs:

  • The customer bears the direct cost of returning goods.

  • If the parcel was uncollected, we will refund the product value minus the full shipping and return costs.

Refunds:

  • Refunds are made within 7 days after receiving and inspecting the returned goods.

  • Refunds are issued using the same payment method as the original order (unless otherwise agreed).

Exchanges:
Exchanges are handled by returning the item and placing a new order.

Documents required:
Please include the invoice or order number with the return.

Return address:
Duinbergstraat 9
2400 Mol
Belgium (warehouse)

Complaints & Warranty

  • If a product is defective or not as described, customers have the right to file a complaint within 2 years of purchase (as per EU law).

  • For electrical devices (e.g., NanoStraightener, Ultrasonic Infrared Hair Straightener) we provide a 12-month warranty.

The warranty does not cover:

  • damage caused by improper use,

  • mechanical damage caused by the customer,

  • repairs carried out by third parties.

Customer Support

  • WhatsApp: +31 6 8257 4808 (response time up to 6h)

  • E-mail: info@dianacosmetics.nl (response time up to 2h)

  • Business hours: Mon–Fri, 09:00–17:00

FAQ

  • By what time do you ship orders the same day?
    → By 15:00 (Mon–Fri).

  • How long does delivery to Germany/Belgium take?
    → Usually 1–2 business days.

  • Are all products always in stock?
    → Due to high demand, temporary shortages may occur. In such cases, the delivery time shown on the product page (usually 2–3 days) applies.

  • Can I return an opened cosmetic product?
    → No. For health protection reasons and under EU law, opened hygiene products cannot be returned.

  • Who pays for return shipping?
    → The customer.

  • When will I receive my refund?
    → Within 7 days after receiving and approving the return.

  • What happens if I don’t collect my parcel?
    → We refund the product value minus the full shipping and return costs.

  • What if my neighbour received the parcel?
    → It is considered delivered.

  • How can I file a complaint?
    → Via e-mail or WhatsApp – complaints are processed within 14 days.

  • Can I purchase as a business (B2B)?
    → Yes. 0% VAT invoices are available (VIES verification required).