Returns & Refund Policy
Returns Policy
At dicarnosa, we value customer experience above all. If you are not entirely satisfied with your purchase, we’re here to help. We provide a 30-day Returns & Refund service. Please contact our customer care with any questions about damaged or defective products. We will work with you to issue a Returns & refund.
Returned items must comply with our returns policy:
- Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included.
- Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.
- When trying on footwear, please take care not to mark the soles or damage the shoe box.
- If an item has a dicarnosa security tag or brand tag attached, it must be returned with the tag in its original position.
Please take care when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.
How to return
As part of our commitment to reducing our environmental impact, our return instructions are paper free. This benefits our customers, our people and our planet.
We recommend you return your items using the packaging your order arrived in. If you’re unable to do this, please find a suitable alternative. Make sure any designer boxes or cases that came with your order are also protected within your returns packaging…
We recommend you ask the courier to scan your package when they collect your return. This will make sure your return is tracked.
Return shipping fees
If the Products is returned due to non-human factors, the shipping fees needs to be paid advanced by the customer. Please provide the shipping fee invoice of returning, and we will return the product cost and shipping fees to your original payment account;
Cancelling an order
Depending on where you live, you can also choose to cancel your order under the CCRs (Consumer Contracts Regulations 2013). If you choose this option, we will refund you the full price for any returned item that meets our Returns Policy and the original delivery fee; however, you will be responsible for the cost and arrangement of returning the item(s).
Please view our Terms & Conditions for further information on cancelling an order under the CCRs or contact our Customer Service Advisors for assistance.
Refunds
Once the return has been received and accepted by our partner, your refund will be completed via the original payment method, excluding the delivery costs. If you paid sales tax in the original purchase price, this will also be included in your refund. We’ll keep you updated every step of the way. You can follow the return of your package with our courier using the tracking number on your Returns Label, or you can check the status in My Account under Orders & Returns.
Faulty items
It is our aim that every item arrives in great condition and we hope you’re always thrilled with your purchase. If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on site, please advise Customer Service as soon as possible. Where possible we will arrange for a new replacement to be sent to you or a return for a full refund of the defective item.
Still have questions? Please contact us.
The Office
mon – fri from 9 am to 5 pm
Business Hours
Monday – Friday 9am to 5pm
Saturday – 9am to 2pm
Sunday – Closed