Frequently asked questions

How do I place an order?

Browse or search the catalogue, pick a size, add to cart, go to checkout. Enter your shipping address and card details — the whole flow takes about two minutes. You don't need to create an account to check out, though creating one lets you track orders and save addresses for next time.

Do I have to create an account?

No. Guest checkout is supported. You'll still get order confirmation and shipping updates by email. An account is useful only if you order more than once.

Can I change or cancel my order after I've placed it?

For a short window, yes — email info@dievelia.com.cy with your order number as soon as possible. Once the order enters our fulfilment partner's logistics queue (typically within 24–72 working hours of payment capture) we can no longer stop it; at that point please use the returns process instead.

I got a confirmation email but no charge on my card. Why?

Your card is authorised at checkout but not captureduntil we confirm stock with our fulfilment partner. You'll see the real charge within a few working days, once the order is ready to ship. If stock falls through, we release the authorisation and you're never charged.

What payment methods do you accept?

All major debit and credit cards — Visa, Mastercard, American Express, Maestro — processed through Stripe. Depending on your country, Apple Pay, Google Pay, Klarna and Bancontact may also appear at checkout. We don't accept bank transfer, cash on delivery, or cryptocurrency.

Is my payment secure?

Yes. Card details are entered into a Stripe-hosted payment field and never touch our servers. Stripe is certified PCI-DSS Level 1 — the highest compliance tier for card processors. Every transaction is SSL-encrypted and 3-D Secure is applied where your bank requires it.

What currency will I be charged in?

Euros (EUR). If your card's home currency is different, your bank converts at their prevailing FX rate — we don't add any conversion fee on our side.

Will I pay customs or duties?

Not within the EU. For deliveries outside the EU, destination customs may levy duties, VAT and clearance fees — these are payable directly to the carrier on delivery. See the full breakdown on our Shipping & Returns page.

How long does delivery take?

Typically 2–5 business days to EU addresses and 5–10 business days elsewhere, once the order has been dispatched. Dispatch itself happens within 24–72 working hours of payment capture.

Where do you ship from?

All parcels leave from our fulfilment partner's warehouse in Italy. We consolidate stock centrally in Europe so we can offer the same catalogue, at the same price, to shoppers across the EU, UK and beyond.

Which countries do you ship to?

All EU member states, UK, Switzerland, Norway, US, Canada, Australia, and most Asia-Pacific, MENA and LATAM destinations. The full country list resolves at checkout based on real carrier coverage.

How much does shipping cost?

Shipping is calculated live at checkout from destination, parcel weight and dimensions — no hidden surcharge. Typical EU rates range from €5–€15 depending on size; overseas rates vary by destination.

Can I track my order?

Yes. As soon as the carrier scans your parcel you'll receive a tracking link by email. You can also view tracking on your order history page if you're signed in.

What is your return policy?

You can return any item within 15 days of deliveryfor a refund, provided it's unused and in original packaging. This is 1 day more than the EU 14-day statutory minimum — we extend it voluntarily. Defective or incorrectly shipped items can be returned within 10 days at our cost.

How do I start a return?

Email info@dievelia.com.cy with your order number, the item(s) you want to return, and the reason. We'll send return instructions and a return authorisation within 48 working hours.

Who pays for return shipping?

For change of mind: you do. For a defective or wrong item: we do — we'll email a prepaid label. Full conditions on the Shipping & Returns page.

When will I get my refund?

Within 10 working days of us receiving and inspecting the return. Refunds go to the original payment method.

Are your products genuine?

Yes, every item is 100% authentic. We source only from authorised European distributors of each brand. We never list replicas, counterfeits, or parallel-imported grey-market goods. Each product ships with its original brand tags, packaging and barcode.

Why are your prices sometimes lower than the brand's own store?

Two reasons: (1) we don't operate physical retail so we don't pay for high-street space, and (2) we source from end-of-season, overstock and run-off channels that authorised distributors clear regularly. The goods are identical to current boutique stock — just not always from the most recent drop.

What if my size is listed but not available when I order?

This is rare but possible — stock can sell out during checkout. If it happens, we notify you within 24–72 hours, release the payment authorisation so you're never charged, and recommend a close alternative if one exists.

Do you have a size guide?

Yes — see the size guide. Sizes vary across brands, so we publish brand-specific measurement charts where possible.

How do I reset my password?

Go to the forgot-password page, enter your email, and follow the link we send. The reset link expires after 1 hour.

How do I see my order history?

Sign in and go to Your orders. Every past order is listed there with its current status and tracking link where applicable.

How do I delete my account?

Email info@dievelia.com.cy from the address registered on the account. We'll erase your personal data within 30 days in line with GDPR Article 17 (right to erasure), keeping only the minimum we're legally required to retain (e.g. tax-relevant invoice records for 7 years).

How can I contact customer support?

Email is the fastest route: info@dievelia.com.cy. Replies come within one business day, Monday to Friday, Cyprus time. For urgent order issues, call +357 94 049 450.

Is there a physical store I can visit?

No — Dievelia is an online-only boutique. Our registered office is in Limassol, Cyprus, but we don't operate a walk-in showroom. See the contact page for full company details.

Where can I read your full policies?

• Terms of service
• Shipping & Returns
• Privacy policy
• Cookie policy
• About us