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📦 Shipping, Returns & Complaints Policy (EN)

Shipping and delivery
Order processing time:
Orders placed Monday to Friday before 15:00 are shipped the same day.
Orders placed on Friday after 15:00 are processed on Monday (delivery usually on Tuesday).

Product availability:
Due to high demand, temporary stock shortages may occur. In that case, the delivery time shown on the product page applies (usually 2–5 business days). We ship as soon as stock is replenished.

Shipping costs and free shipping:
Netherlands, Belgium, Germany – free shipping from € 99.
Other EU countries – free shipping from € 200.
Below the free-shipping threshold, shipping costs start from € 6.50.
Outside the EU – costs and transit time depend on the carrier and customs clearance. Any duties and taxes are paid by the customer.
We do not ship to the United Kingdom and Poland.

Carriers and delivery time:
We ship via DPD, bpost and GLS. For bulky/oversized (pallet) orders we use Dachser. For pallet deliveries, a phone number is required so the freight company can contact you in advance to arrange a delivery date.
EU countries: typically 1–3 business days.
Outside the EU: depends on the carrier and customs clearance.

We reserve the right to change the carrier if another carrier performs better in a specific region. If a pickup point option is chosen, we may select the nearest available pickup point where applicable.

Tracking:
Each shipment receives a tracking number sent by e-mail (registered customers can also find it in their account panel).

Delivery responsibility
Delivery is considered completed when the carrier marks the shipment as “delivered” in their system.
A parcel delivered to a family member, neighbor or left at a pickup point is considered successfully delivered.
We are not responsible for parcels stolen or lost after confirmed delivery.
We do not intervene in neighbor/family disputes regarding parcel receipt.
If a parcel goes missing before it is marked as “delivered”, we initiate a claim procedure with the carrier. In such cases the shipment insurance applies, provided you report this to us within 14 days from the purchase date.

Uncollected parcel
If a parcel is returned to us due to refusal or failure to collect it on time, we refund the product value minus the full outbound shipping and return shipping costs charged by the carrier, plus any administrative costs related to the refund (maximum € 25).

Returns
You have the right to return products within 14 days of receiving your parcel.

Return conditions:

  • Items must be new, unused and in the original, undamaged packaging.
  • Opened or unsealed hygiene items cannot be returned for hygiene reasons (e.g., cosmetics).
  • The item must be shipped back within 7 days after you notify us of withdrawal.
  • Returns must be registered in advance by e-mail to: info@dianabeauty.nl. Returns sent without prior notice will not be accepted.
  • Your return must include the order number or invoice. If the parcel is damaged, attach photos to your e-mail: the visible shipping label, a full photo of the box, and the damaged product inside the packaging. We recommend checking the parcel in the presence of the courier.

Legal basis:
Directive 2011/83/EU, Art. 16(e).
Poland: Act of 30 May 2014 on consumer rights, Art. 38 point 5.
Netherlands: Article 6:230p BW.
Germany: §312g Abs. 2 Nr. 3 BGB.
France: Code de la consommation, Article L221-28.

Return shipping costs:

  • The cost of returning the parcel is borne by the customer.
  • The customer is responsible for the parcel until it is delivered to our warehouse – we recommend tracked shipments.
  • If a parcel is not collected, we refund the product value minus the full shipping and return costs and administrative costs.

Refunds:

  • We issue refunds within 7 days after receiving the goods in good condition.
  • Refunds are made using the same payment method used for the order (unless agreed otherwise).

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

Return address
The return address depends on the shipping warehouse. Our main warehouse is in Belgium, and we also have warehouses in the Netherlands, Germany and Poland. Please return to the address shown on the label in the top right corner – this is the correct return address. If you are unsure, contact us by e-mail: info@dianabeauty.nl. We typically reply within 2 hours on business days.

B2B returns
Returns do not apply to wholesale/B2B orders – the right of withdrawal applies only to consumers.

Complaints and warranty
If a product is defective or not as described, the customer may file a complaint within 2 years of purchase (EU rules).
Electrical devices are covered by a 12-month warranty.
Bulky/pallet products (e.g., cosmetic chairs) are covered by a 24-month warranty.

Warranty does not cover:

  • damage caused by improper use,
  • mechanical damage caused by the user,
  • normal wear and tear,
  • repairs performed by third parties,
  • products marked as used/second-hand or discounted.

Customer support
WhatsApp: +31 6 8257 4808 (response time up to 6h)
E-mail: info@dianabeauty.nl (response time up to 2h)
Business hours: Mon–Fri, 09:00–17:00

Questions and answers
Until what time do you ship the same day?
→ Until 15:00 (Mon–Fri).

How long does delivery to Germany/Belgium take?
→ Usually 1–3 business days.

What if the product is out of stock?
→ The delivery time is shown on the product page (usually 2–5 business days).

Can I return an opened cosmetic product?
→ No. Hygiene products cannot be returned once opened.

Who pays for return shipping?
→ The customer pays for the return shipment.

When will I receive my refund?
→ Within 7 days after we receive and approve the return.

What happens if a parcel is not collected?
→ We refund the product value minus the full shipping and return costs.

What if my neighbor accepted the parcel?
→ It is considered delivered.

What if the parcel goes missing before it is marked as delivered?
→ Report it within 14 days from purchase to info@dianabeauty.nl.

How do I file a complaint?
→ By e-mail or WhatsApp – we handle complaints within 14 days.

Can I buy as a company (B2B)?
→ Yes. 0% VAT invoices are possible – your EU VAT number is verified via VIES.