Returns & refunds

• 15-day return window from the date you receive your order, for any reason.
• Refunds go to your original payment method — the same card or wallet you paid with.
• Defective or wrong items: 10 days from delivery, return shipping is on us.
• Change of mind: 15 days from delivery, a small €3 handling fee plus your return shipping cost are deducted from the refund.
• How to start: email info@dievelia.com.cy with your order number — we reply within 48 working hours with an authorisation and instructions.

Dievelia Trading LTD is a Cyprus-registered company (HE456859), subject to Cyprus Consumer Protection law and EU Consumer Rights Directive 2011/83/EU.

As an EU consumer, you have:

• 14 days to change your mind, no reason required, with a full refund of the product price (the right of withdrawal). We extend this voluntarily to 15 days at Dievelia.
• 2 years of conformity protection under EU Directive 2019/771 — if an item is defective, not as described or not fit for purpose, you can request repair, replacement, or refund at our expense.
• Refunds in the same form as your payment — card refunds go back to the same card, no store credit substitution unless you explicitly request it.

Nothing on this page limits any mandatory right granted to you by the consumer laws of your country of residence.

1. Change of mind — within 15 days of delivery. Doesn't fit, you changed your mind, you ordered the wrong colour — no explanation needed. A €3 handling fee and the return shipping cost are deducted from your refund. Return shipping is arranged by you, or using our partner carrier at your expense, paid in advance.
2. Defective or damaged product — within 10 days of delivery. Return shipping is on us — we email a pre-paid return label. Please attach a photo of the defect when you contact us; it speeds up authorisation.
3. Wrong item received — within 10 days of delivery. We sent you the wrong product, size, or colour. Return shipping is on us.

• The item must be unused, complete, and in its original packaging — including all tags, labels, shoe boxes, dust bags and branded packaging.
• Missing or damaged original packaging voids the refund.Please don't cut tags off until you've tried the item on and are sure you're keeping it.
• Every return needs a written authorisation from us — issued within 48 working hours of your request. Returns sent back without prior authorisation, or outside the windows above, cannot be accepted and will be returned to you at your cost.
• For returns shipped from outside the European Union, destination customs duties for re-import are paid by you in advance — they cannot be collected on arrival in Italy.

1. Email us at info@dievelia.com.cy within the return window, with:
   • Your order number (e.g. DR-12345)
   • The item(s) you wish to return
   • The reason (change of mind / defective / wrong item)
   • For defective items, photos that clearly show the issue
2. We reply within 48 working hours with a written return authorisation, the return address in Italy, and (for defective / wrong-item returns) a pre-paid label.
3. Ship within 15 daysof receiving the authorisation. After that, the authorisation expires and the return cannot be accepted. Keep your tracking number — you're responsible for the parcel until we receive it.

• Refund timing. Once we receive and inspect the return, your refund is issued within 10 working days. Depending on your card issuer, the funds can take an additional 3–5 working days to appear on your statement.
• Refund method. Refunds go to the original payment method — Visa, Mastercard, Amex, Apple Pay, Google Pay, Maestro or Klarna, whichever you used. No store credit substitution unless you explicitly ask for it.
• Refund amount. Product price minus any applicable €3 handling fee (change-of-mind only) and minus return shipping (change-of-mind only). The original outbound shipping you paid is non-refundable.

Returns sent from outside the European Union must be cleared into Italy as a re-import. Italian customs charge duties, VAT (22%), and a clearance fee on every re-imported parcel — these are paid in advance by the sender and cannot be collected on arrival.

If a non-EU return arrives at customs unpaid, it will be returned to you at your cost. Please discuss this with us before shipping; we can help you pick the right courier and customs paperwork.

• Items returned outside the windows above — 15 days for change of mind, 10 days for defective / wrong item.
• Items returned without prior written authorisation from us. We can't process a parcel that appears at our warehouse uninvited.
• Items where original tags, labels, or branded packaging are missing or damaged.
• Items showing signs of use — perfume on a garment, makeup on a collar, scuffs on the soles of shoes worn outdoors, etc.
• Underwear and swimwear if the hygiene seal has been removed.

We never refuse a defective-item return on a technicality — if something arrived broken, faulty or counterfeit, your statutory EU rights override every exception above.

If you're unsure whether a return qualifies, please email us before shipping anything — we'd rather sort it out by email than have a parcel bounce back at your cost.

Returns email: info@dievelia.com.cy
Phone: +357 94 049 450
Address (for written queries only — do NOT ship returns here):
Dievelia Trading LTD
87 Axiou Street
3111 Limassol, Cyprus

Full shipping and delivery details, including how long parcels take and what carriers we use, live on the Shipping & Returns page.