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Shipping, Returns and Complaints Policy

Shipping and delivery
Order processing time:
Orders placed from Monday to Friday before 16:00 are usually shipped the same day.
Orders placed on Friday after 16:00 are processed on Monday, with delivery usually taking place from Tuesday.

Product availability:
Due to high demand, some products may occasionally be temporarily out of stock. In such cases, the delivery time shown on the product page applies, usually 2 to 5 business days. Orders are shipped as soon as stock is replenished.

Shipping costs:
Shipping costs depend on the destination country, the type of order and the selected carrier, and are displayed during checkout.
For shipments outside the European Union, delivery time and shipping cost also depend on customs clearance. Any customs duties, taxes and import charges are the responsibility of the customer.
We do not ship to the United Kingdom or Poland.

Carriers and delivery times:
Standard parcels are shipped via DPD, bpost and GLS.
Heavy, oversized and pallet shipments are handled by Dachser.
For pallet deliveries, a valid phone number is required so the transport company can contact you in advance to arrange the delivery date.
Within the European Union, delivery usually takes 1 to 3 business days.
For countries outside the EU, delivery time depends on the carrier and customs procedures.

We reserve the right to select a different carrier if another option works more efficiently in a specific region. If a pickup point delivery option is selected, we may assign the nearest available pickup point.

Tracking:
Each shipment receives a tracking number sent by email. Registered customers can also find their tracking number in their customer account.

Delivery responsibility
A delivery is considered completed once the carrier marks the parcel as delivered in its system.
A parcel handed over to a household member, neighbour or pickup point is considered successfully delivered.
We are not responsible for parcels that are stolen or lost after confirmed delivery.
We do not intervene in neighbour or family disputes regarding parcel receipt.
If a parcel goes missing before it is marked as delivered, we may open a claim with the carrier, provided the issue is reported to us no later than 14 days from the date of purchase.

Unclaimed parcel
If a parcel is returned to us due to refusal of acceptance or failure to collect it on time, we refund the value of the products minus the full shipping and return costs charged by the carrier, as well as any administrative costs related to the refund, up to a maximum of €25.

Returns
Consumers have the right to withdraw from the purchase and return products within 14 days of receiving the order.

Return conditions:

  • The product must be new, unused and returned in its original, undamaged packaging.
  • Opened, unsealed or used products that cannot be resold for hygiene reasons, especially cosmetics, cannot be returned.
  • The return must be sent no later than 7 days after notifying us of the withdrawal.
  • The return must be reported in advance by email to info@dianabeauty.nl. Returns sent without prior notice may be refused.
  • Please include the order number or a copy of the invoice with the return.
  • If the parcel was damaged, please send clear photos of the shipping label, the outer packaging and the damaged product by email. We recommend checking the parcel in the presence of the courier.

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

Return shipping costs:

  • The cost of returning the parcel is borne by the customer.
  • The customer remains responsible for the parcel until it has been delivered to the correct warehouse, so we recommend using a tracked return service.
  • In the case of an unclaimed parcel, the refund is reduced by the full shipping cost, return cost and any administrative fees.

Refunds:

  • Refunds are processed within 7 days after we receive and inspect the returned goods.
  • Refunds are made using the same payment method used for the original order, unless otherwise agreed.

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

Return address
The return address depends on the warehouse from which the order was shipped. The correct return address is always shown on the parcel label.
If you have any doubts, please contact us by email at info@dianabeauty.nl.

Company details
Registered office:
Geurdeland 17G
6673 DR Andelst
Nederland
KVK: 94019525
BTW: NL005060594B10
This address is the registered office of the company and is not a return address.

B2B returns
The right of withdrawal applies only to consumers. It does not apply to wholesale sales or B2B orders unless otherwise agreed in writing.

Complaints and warranty
If a product is defective or not as described, the customer has the right to submit a complaint in accordance with applicable EU law, up to 2 years from the date of purchase.
Electrical devices are covered by a 12-month warranty.
Large or palletised products, such as beauty chairs, are covered by a 24-month warranty.

The warranty does not cover:

  • damage caused by improper use,
  • mechanical damage caused by the user,
  • normal wear and tear,
  • repairs or modifications made by third parties,
  • products marked as used, second-hand or discounted, if this was clearly stated at the time of purchase.

Customer service
Email: info@dianabeauty.nl
WhatsApp: +31 6 8257 4808 (messages only)
Opening hours: Monday to Friday, 09:00–17:00

FAQ
Until what time do you ship orders the same day?
Until 16:00, Monday to Friday.

How long does delivery to Germany or Belgium take?
Usually 1 to 3 business days.

What if a product is out of stock?
The estimated delivery time is shown on the product page and is usually 2 to 5 business days.

Can I return an opened cosmetic product?
No. Opened or unsealed hygiene products cannot be returned.

Who pays for the return shipping?
The cost of return shipping is borne by the customer.

When will I receive my refund?
Refunds are processed within 7 days after we receive and accept the return.

What happens if the parcel is not collected?
We refund the value of the products minus the full shipping cost, return cost and any administrative fees.

What if the parcel was accepted by my neighbour?
If the carrier marked the parcel as delivered, it is considered delivered.

What should I do if the parcel goes missing before it is marked as delivered?
Please report it no later than 14 days from the date of purchase to info@dianabeauty.nl.

How can I submit a complaint?
Complaints can be submitted by email or via WhatsApp.

Can I buy as a business?
Yes. B2B purchases are possible. For intra-community transactions, a valid EU VAT number may be verified through the VIES system.