Refund policy

RETURNS & EXCHANGES

We want you to love every piece you order. Each item is carefully inspected before dispatch, but if something isn't quite right, we're here to help.

Returns

You may request a return within 21 calendar days of receiving your order. To begin, email us at info@dionecanada.com with your order number and we'll send simple return instructions. Requests made after 21 days can't be accepted.

Eligibility

Items must be unworn, unused, and in their original packaging, in resalable condition. Items showing signs of wear, alteration, or damage don't qualify for a refund.

For hygiene reasons, pierced earrings can't be returned unless the sealed packaging is unopened or the item arrives faulty. Personalized and engraved pieces are final sale.

Return Fee

A flat $15 CAD restocking fee applies to each returned item, regardless of how the return reaches us. This covers return postage, inspection, cleaning, and repackaging. The fee is deducted from your refund, or charged before a replacement ships.

Original delivery fees are non-refundable unless the error was ours.

Faulty or Damaged Items

If your item arrives damaged, defective, or isn't what you ordered, contact us within 48 hours of delivery at info@dionecanada.com with a clear photo of the issue. We'll replace or refund it at no cost to you — no restocking fee, we cover shipping both ways, and your original delivery fee is refunded in full.

Refunds

Once your return arrives and passes inspection, we'll email you to confirm. Approved refunds are issued to your original payment method within 2 business days. Your bank or card provider typically takes a further 5–10 business days to post it. If you haven't seen it 15 business days after our confirmation email, contact us at info@dionecanada.com.

If a returned item doesn't pass inspection, we'll email you photos of the issue. You can have the item shipped back at your cost within 14 days; unclaimed items are disposed of after 30 days.

Undelivered Parcels

If your parcel is returned to us because the courier couldn't complete delivery, there was no safe place to leave it, the address was incorrect, or the parcel was refused, we'll refund the item cost once it arrives back at our facility. The $15 restocking fee and the original delivery fee both apply. To receive the items, please place a new order.