Complete Order, Returns & Refund Policy

1. Contact Us Before Placing an Order

We strongly encourage all customers to reach out to us before completing a purchase. Our handmade garments are produced specifically for each order, and we want to make sure your piece is exactly right the first time.

Please contact us beforehand if you have any questions about:

• –Sizing, measurements, or fit
• –Fabric type, colour, or embroidery details
• –Expected production and delivery timelines (typically 2-3 weeks)
• –Custom modifications or special requests
• –International shipping to your country
• –Pricing in EUR or CHF

2. Made-to-Order Production

All items are handmade by skilled Afghan artisans after your order is placed. Because your piece is produced specifically for you, the following conditions apply:

• –Production begins within 24-48 hours of payment confirmation.
• –Standard production time is 2-3 weeks depending on the item.
• –Some pieces may require additional time for complex embroidery or custom work.
• –You will be notified of your estimated completion and shipping date.

Because each garment is uniquely crafted for the buyer, we are unable to offer free cancellations or exchanges once production has begun.

3. Cancellation Policy

We understand that circumstances change. However, because our pieces are handmade specifically for each customer, cancellations are subject to the following conditions:

4. Returns Policy

We offer returns on eligible products only. Please read the conditions carefully to understand which items qualify.

5. Non-Returnable Items

The following items are not eligible for return or exchange under any circumstances:

• ✕Customised or personalised items
• ✕Items without original tags
• ✕Worn, washed, or altered items
• ✕Items returned after 14 days of receipt
• ✕Sale or clearance items (unless defective)

6. Exchanges

We currently do not offer direct exchanges. If you need a different size or colour, please return the original item (if eligible under Section 4) and place a new order.

We recommend contacting us before returning to confirm the item you want is available.

7. Return Shipping

Return shipping fees are the customer's responsibility. You will need to arrange and pay for return shipping to our address.

8. How to Return

To initiate a return, follow these steps:

1. 1Contact our customer service within 14 days of receiving your order.
2. 2Provide your order number and reason for return.
3. 3Pack the item securely in its original packaging with all tags attached.
4. 4Ship the item to our return address using a trackable shipping method.
5. 5Keep your tracking number for your records and share it with us.

9. Payment Transaction Fee

All refunds — whether from cancellations or approved returns — are subject to a payment transaction fee charged by our payment processor. This fee is non-refundable to Diyana Boutique.

Example: If your order total is EUR 150 and the transaction fee is 10%, you would receive a maximum refund of EUR 135.

The exact fee depends on your payment method and country, and may be lower than 10%. We will confirm the exact amount at the time of your refund request.

10. Refund Processing

Once we receive and inspect your returned item, we will process your refund within 5-7 business days.

• –Refunds are issued to the original payment method used for the purchase.
• –Please allow 5-10 business days for the refund to appear in your account.
• –The transaction fee (up to 10%) will be deducted from the refunded amount.
• –You will be notified by email once your refund has been processed.

11. Contact Us

If you have any questions about our policies, your order, or anything else — please do not hesitate to get in touch. We are always happy to help.