HELP CENTER

Frequently Asked Questions

We have in-house designers that use Photoshop to put together eye-catching designs that we hope you'll buy. We have a set number of designs we make available so as not to flood the market. We use a "design and replace" technique where if it doesn't sell, we scrap it and replace it with a new design.

We do not accept returns. However, we do accept exchanges for wrong sizes and issue store credits for defective leggings.
You must contact us first at hello@dirty-diana.com before sending back an exchange or defective product.

Accidents can happen, so we’re glad to offer you a size exchange. Let us know the size you want to exchange for and we’ll be happy to reship the product for you. However, you will be responsible for the return shipping cost. We suggest selecting a low-cost shipping option that includes a tracking number. No refunds will be given.

• Please make sure items haven't been excessively worn, they are unwashed, and have original tags attached (if applicable).
• Items must be free of stains, makeup, and wear.
• All returns must include the original order packing slip.
• When sending back items from multiple orders, each must have its own original packing slip.
• All exchanges will be sent to you at no cost, provided that the original packing slip is returned with the product.
• We are not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or tracking number when shipping back your exchanges. Exchanges are processed within 5-7 business days after your item(s) are delivered to us. Damaged, defective, or incorrect items must be reported within 7 days of delivery.

You have 7 days from the date of delivery to exchange your item. Refunds will not be given.

Any claims for misprinted/damaged/defective items must be submitted within a weeks' time after the product has been received. Please email us at hello@dirty-diana.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

If you notice an issue on the products or anything else on the order, please submit a problem report.

If you provide an address that is considered insufficient by the courier or incorrect, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

Please make sure all address information is correct and matches the standard of the applicable shipping method.

All custom items are considered final sale and are non-returnable. They cannot be returned for store credit.

If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, Dirty Diana won't cover the cost of reshipping or refunding the order.

There may be cases where the delivery was made, but the package was left in an unexpected location at the customer's address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch."

If your customer is unable to locate the package, you will need to place a new manual order to have it reshipped. We're not yet able to assist with filing claims with shipping carriers but hope to do so in the future!

According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons,

therefore, Dirty Diana reserves rights to refuse returns at its sole discretion.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
● USA: 3–4 business days
● Europe: 6–8 business days
● Australia: 2–14 business days
● Japan: 4–8 business days
● International: 10–20 business days


[Covid-19]

Our fulfillment times may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges.

We work with an on-demand order fulfillment company with facilities worldwide, but we are based in Atlanta, GA USA.

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at hello@dirty-diana.com or you can use the Facebook 'Message Us' or 'Contact Us' buttons at the top under "Need Help".

Yes, you can. Just simply follow the instructions in our Manual Guide, you will be able to easily create a multi-level menu.

Normally we don't provide support during weekends, except for urgent cases. In these cases, you only need to mark “Urgent” in your email, we will get back to you ASAP.

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