Frequently asked questions
SHIPPING & DELIVERY
Where do you ship?
We currently ship to the United Kingdom, the European Union, the United States, and Canada. We are actively working to expand our coverage.
How long does delivery take?
Standard delivery times vary by destination: United Kingdom 10-15 business days; European Union 10-15 business days; United States and Canada 12-20 business days.
We work with international fulfillment partners to bring you carefully selected products at competitive prices, which is why standard delivery is longer than domestic-only stores. Once your order ships, you will receive a tracking link via email.
How much is shipping?
Shipping is calculated at checkout based on your destination. We offer free shipping promotions on orders above a certain value, which will be reflected automatically at checkout.
Will I pay customs or import taxes?
For international orders, customs duties and import taxes are the responsibility of the recipient. These charges are determined by your country's customs authority and are not included in our product or shipping costs.
RETURNS & EXCHANGES
What is your return policy?
We accept returns within 30 days of delivery. Items must be unused, in original packaging, and accompanied by proof of purchase. For European Union customers, the 14-day right of withdrawal applies as outlined in our refund policy.
How do I start a return?
Email us at hello@diandrey.com with your order number and the reason for return. We will send you instructions within 24 business hours.
Who covers the cost of returns?
For change-of-mind returns, the customer covers return shipping. For defective or incorrect items, we cover the return cost in full.
When will I receive my refund?
Once we receive and inspect your return, refunds are processed within 10 business days to your original payment method.
PAYMENT & SECURITY
What payment methods do you accept?
We accept all major credit and debit cards, as well as PayPal. All transactions are processed securely with industry-standard encryption.
Is my payment information safe?
Yes. We do not store payment details on our servers. All transactions are processed through certified payment providers.
PRODUCTS & QUALITY
Are your products tested?
Every product in our collection is selected after careful review by our team. We test materials, durability, and real-world function before adding anything to the store.
Do you offer a warranty?
Each product carries a manufacturer's warranty, which varies by item. Specific warranty details are listed on each product page.
ACCOUNT & SUPPORT
Do I need to create an account to order?
No. You can check out as a guest. However, an account allows you to track orders, save addresses, and receive exclusive previews.
How do I contact you?
Email us at hello@diandrey.com. We respond to most inquiries within 24 hours during business days (Monday through Friday).
Do you have a newsletter?
Yes. Subscribers receive curated thoughts on better rest, early access to new pieces, and the occasional reflection on slow living. Subscribe at the bottom of any page.