Refund policy
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it — unworn, unused, and in its original packaging.
To start a return, you can contact us at roman@diluvia.de.
Please note that returns must be approved before being sent back. Items sent without prior approval will not be accepted.
If your return is accepted, we will provide instructions on how and where to send your package.
Return shipping costs are the responsibility of the customer, unless the item is defective or incorrect.
Damages & Issues
Please inspect your order upon arrival and contact us immediately if your item is defective, damaged, or if you received the wrong item.
We will evaluate the issue and make it right as quickly as possible.
Exchanges
The fastest way to receive a different item is to return your original piece and place a new order once your return has been approved.
Exceptions / Non-returnable Items
Certain items cannot be returned, including:
- Custom or personalized pieces
- Sale items
- Gift cards
If you have any questions regarding your specific item, feel free to contact us.
European Union 14-Day Cooling-Off Period
If your order is shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
The item must be in its original condition, unworn, unused, and in original packaging. Proof of purchase is required.
Refunds
Once we have received and inspected your return, we will notify you of the approval status.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that it may take additional time for your bank or payment provider to process the refund.
Original shipping costs are non-refundable.
✨ Shipping & Delivery
Once your order has been shipped, delivery is handled by your local carrier.
Please ensure that you:
- Monitor your tracking information
- Check your local post office if a delivery attempt is missed
Unclaimed Packages
If a package is marked as unclaimed, this usually means delivery was attempted but the parcel was not collected from the local post office or customs in time.
In such cases, the package will be returned to us.
We are happy to resend your order once it has arrived back to our studio — however, additional shipping costs will apply.
Original shipping costs are non-refundable.
We do not offer refunds for packages returned due to failed delivery attempts or unclaimed status.
Customs & Import Duties
International orders may be subject to customs fees or import duties, which are the responsibility of the customer.
If a package is returned due to unpaid customs fees, it will be treated as an unclaimed return.