Question 1

Have you received my return?

Accepted Answer

We receive the return package within 3-5 working days. We will begin the refund procedure within 24 hours after receiving the return package.

Question 2

How do I return an order?

Accepted Answer

Register your return and print the return label here: https://uk.dilling.com/return

Pack the items you wish to return and place the label on the outside the parcel. Drop off the parcel at one of the mail shops of our logistics partners.

Remember to get a receipt when dropping off your return package at the parcel shop.

Question 3

How do I exchange items?

Accepted Answer

We do not offer exchanges. If you would like a different item, you will need to return the product and place a new order. Please register your return online via www.uk.dilling.com/return.

Don’t lose your discount when returning:

If you return a product you received a discount on, we will offer the same discount on your next purchase of the same product in a different size or colour.

To do this, you must:

1. Write a comment to customer service when you reach the “Confirm” step of your new purchase.

2. Enter the text “Discount as original order” and add the old order number where the discount was applied.

Our customer service team will ensure that the discount amount is deducted from your new order, and we will charge the reduced amount to your payment card.

Please note: If your new order is below £49, you will have to pay for shipping on your new order.

Question 4

Can I get a new return label?

Accepted Answer

Yes, you can print a return label here.

Question 5

I have a complaint, how do I proceed?

Accepted Answer

Please send an email to customer service containing the following points:

Order number

Specify item number and size (seen on label in clothing)

Brief description of the error

Pictures

Question 6

Right of cancellation

Accepted Answer

You have a 14-day right of cancellation when you shop with us. Please read more here.

Question 7

100-days return policy

Accepted Answer

Returns for 100 days

If you would like to return your purchase, every piece of order can be returned up to 100 days after receipt of the order.

A return cost of £2.50 will automatically be deducted from your refund.

The order must be in substantially the same condition in which you received it. This means not used with all the original washing labels attached, and the article must not have been washed.

Whether you need to exchange or return order, return it to us, after which you will get your money back. We usually receive the return package within 3-5 working days and begin the refund procedure within 24 hours after receiving the package. Therefore, you can immediately order what you want instead and receive it faster than with a traditional exchange. You can also wait until we have refunded the amount.

Please be aware that the tracking of your parcel will only show when it has arrived at the facility of our logistics partner. From this point, your parcel will be shipped to our return facility and therefore it can take up to 10 days before the refund has taken place.

To make the return easier for you, we have made it possible to send the order back in the same bag you received the order in.

Online registration of your return

To make your return as quick and smooth as possible, we have made it paperless. When you wish to return a product, you simply need to register the return on our website. The online registration means that you will receive your refund faster. At the same time, we can save on the resources used.

When you need to register a return you have the following options: - Register your return - Follow the link in your order confirmation or invoice - Log in to “my account” and click “orders and returns”

Find your item and fill out the reason for the return. Register your return by clicking ‘return my item(s)’. Your return label will then be sent to your e-mail address.

Pack your item and put the return label on the package.

The package must be dropped off at the mail shop of our logistics partner.

To make your return as easy as possible, you can return your item in the same packaging that you received it in.

If you have chosen not to have a return label enclosed, you can easily and quickly get a return label .

We do not accept packages C.O.D.

Please note: if you have more than one order to return, each order must be packed and shipped separately.

Question 8

Can I return items from different orders in the same return parcel?

Accepted Answer

No, unfortunately not. Items from different orders cannot be returned in the same parcel. Each order must be packed and shipped separately to ensure a correct and efficient return process.

If two orders are sent together, the processing of the second order may take considerably longer, as it will be sent with a return label that does not match it.

We are working on a new return system to make this possible in the future.

Question 9

When can I expect my refund?

Accepted Answer

When returning an item to us it will arrive to the logistics facility within a couple of days. From this point, your refund will be processed within 10 business days.

You will receive an email when we have received your parcel at our return center. After that, your refund should be visible in your account within 2-3 business days.

Question 10

Does it cost anything to return goods?

Accepted Answer

You can return articles to us for 100 days using the return label which can be printed by following the link on our website. If you do not have a printer, please contact customer service. A return cost of £2.50 will automatically be deducted from your refund. If you have more than one order to return, each order must be packed and shipped separately.

Question 11

What do I do if I got a wrong amount back after I return an item?

Accepted Answer

Please contact customer service.

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