To give you the best possible experience, this site uses cookies. Using your site means your agree to our use of cookies. We have published a new cookies policy, which you should need to find out more about the cookies we use. View Cookies Policy.

📦 Shipping, Returns and Complaints

Shipping and delivery
Order processing time:
Orders placed from 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, some products may be temporarily out of stock. In such cases, the delivery time indicated on the product page applies (usually 2–3 business days). Orders are shipped immediately once stock is replenished.

Shipping costs and free delivery:
Netherlands, Belgium, Germany – free delivery from €150.
Other EU countries – free delivery from €200.
Below the free shipping threshold, costs start from €6.50.
Outside the EU – cost and delivery time depend on the carrier and customs clearance. The customer covers all duties and taxes.
We do not ship to the United Kingdom or Poland.

Carriers and delivery time:
Shipments are handled by DPD, DHL and PostNL.
EU countries: usually 1–3 business days.
Non-EU countries: delivery time depends on the carrier and customs procedures.

Shipment tracking:
Each parcel receives a tracking number sent via email (registered customers can also find it in their account panel).

Delivery responsibility
The delivery moment is considered when the carrier marks the parcel in the system as “delivered”.
A parcel delivered to a family member, neighbour or left at a collection point is treated as successfully delivered.
We are not responsible for stolen or lost parcels after confirmed delivery.
We do not intervene in neighbourhood or family disputes regarding parcel collection.
If a parcel is lost before being marked as “delivered”, we initiate a claim procedure with the carrier – in such cases, the parcel insurance applies, provided that the issue is reported to us within 14 days of the purchase date. Only within this period can we effectively start the claim procedure.

Uncollected parcel
If a parcel is returned to us due to refusal of acceptance or failure to collect on time, we refund the value of the goods reduced by the full cost of shipping and return charged by the carrier.

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

Return conditions:

  • The goods must be new, unused and in their original, undamaged packaging.

  • Opened or unsealed products cannot be returned for hygiene reasons (e.g. cosmetics).

  • Goods must be sent back within 7 days of notifying us of the withdrawal from the contract.

  • Returns must be reported in advance by email to: info@dianacosmetics.nl. Returns sent without prior notification will not be accepted.

  • Returns must include the order number or invoice. Returns without documentation will not be processed.

Legal basis:
Directive 2011/83/EU, Art. 16 (e) – exclusion of withdrawal right for sealed goods which are not suitable for return due to health or hygiene reasons once opened.
Poland: Act of 30 May 2014 on Consumer Rights, Art. 38 (5).
Netherlands: Artikel 6:230p BW.
Germany: §312g Abs. 2 No. 3 BGB.
France: Code de la consommation, Article L221-28.

Return costs:

  • Return shipping costs are borne by the customer.

  • The customer is responsible for the parcel until it is delivered to our warehouse – we recommend registered shipments with tracking.

  • If a parcel is not collected, we refund the value of the goods reduced by the full cost of shipping and return.

Refunds

  • We issue refunds within 7 days of receiving the goods in good condition.

  • Refunds are made using the same payment method used for the original order (unless otherwise agreed).

Exchanges
Exchanges are made by returning the goods and placing a new order.

Return address
Duinbergstraat 9
2400 Mol
Belgium (warehouse)

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

Complaints and warranty
If a product is faulty or not as described, the customer has the right to file a complaint within 2 years of purchase (in accordance with EU law).
For electrical devices (e.g. NanoStraightener, Ultrasonic Infrared Hair Straightener) we provide a 12-month warranty.

Warranty does not cover:

  • damage resulting from improper use,

  • mechanical damage caused by the user,

  • wear and tear from normal use,

  • repairs carried out by third parties.

Customer service
WhatsApp: +31 6 8257 4808 (response time up to 6h)
E-mail: info@dianacosmetics.nl (response time up to 2h)
Working hours: Mon–Fri, 9:00–17:00

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

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

What if the product is out of stock?
→ The delivery time is shown on the product page (usually 2–3 days).

Can I return an opened cosmetic product?
→ No. According to EU law, hygiene products cannot be returned once opened.

Who covers the return shipping costs?
→ Return shipping costs are borne by the customer.

When will I receive my refund?
→ Within 7 days of receiving and accepting the return.

What happens if a parcel is not collected?
→ We refund the value of the goods reduced by the full shipping and return costs.

What if my parcel is marked as delivered but I didn’t receive it?
→ A parcel delivered to a neighbour, family member or collection point is considered delivered.

What if my parcel is lost before being marked as delivered?
→ You must notify us within 14 days of purchase so we can start the carrier’s insurance claim procedure.

How can I file a complaint?
→ By email or WhatsApp – complaints are processed within 14 days.

Can I buy as a company (B2B)?
→ Yes. VAT 0% invoices are available – the VIES system verifies the EU VAT number