Returns & Refunds

Effective date: 3 September 2026

We want you to feel confident when shopping with DIID. If an item is not right for you, eligible products may be returned or exchanged within 14 days of delivery, subject to the conditions below.

This policy applies to purchases made directly through the DIID website.

1. Return Period

You may request a return within 14 calendar days from the date your order was delivered.

Once your return is approved, the items must be handed to our courier within the collection period arranged with you.

Returns requested after the 14-day period may not be accepted unless the product is faulty or your rights, under applicable law require otherwise.

2. Return Conditions

To qualify for a return or exchange, every item must be:

• Unworn, unused and unwashed
• Unaltered and undamaged
• Free from perfume, deodorant, smoke, makeup or other marks
• Returned with all original product tags and security tags attached
• Returned with its original packaging, dust bag, accessories and complimentary items
• Accompanied by the order confirmation or proof of purchase.

Please take reasonable care when trying on clothing, shoes and accessories.

DIID reserves the right to refuse a return if the product does not meet these conditions.

3. Clothing Returns

Clothing must be returned unworn, unwashed and with all original tags attached.

Items showing signs of wear, alteration, washing, damage, makeup, perfume or deodorant may not be accepted.

4. Shoes and Bags

Shoes should only be tried indoors and on a clean surface. They must be returned without scratches, marks, sole damage or signs of outdoor wear.

Shoes must be returned in their original branded box. Please do not attach labels, tape or writing directly to the shoe box.

Bags must be returned with all original packaging, straps, protective coverings, dust bags and accessories.

5. Non-Returnable Items

For hygiene, safety or personalization reasons, we cannot accept returns or exchanges for:

• Underwear, lingerie or bodysuits
• Swimwear where the hygiene seal has been removed or damaged
• Earrings or other pierced jewellery
• Hosiery or socks removed from their original packaging
• Beauty products, cosmetics or fragrances that have been opened
• Personalized, altered or made-to-order products
• Gift cards
• Items marked Final Sale before purchase
• Products with removed or damaged security or hygiene tags.

This restriction does not apply where an item is faulty, damaged or incorrectly supplied, or where return rights are required by applicable law.

6. Sale and Promotional Items

Regular sale products may be returned unless they were clearly marked Final Sale when purchased.

For bundle promotions, “Buy One, Get One” offers or similar promotions, all qualifying products may need to be returned together. If only part of a promotional order is returned, the refund may be recalculated based on the remaining products and the terms of the promotion.

Any complimentary gift supplied with an order must also be returned. If it is not returned, its stated value may be deducted from the refund.

7. How to Request a Return

To request a return:

1. Sign in to your DIID account and open My Orders or contact DIID Customer Care.
2. Select the product you wish to return.
3. Choose the reason for the return.
4. Confirm your collection address.
5. Pack the product securely with its original packaging, tags and accessories.

Customer Care email: info@diid.ae

WhatsApp: +971 56 690 9950

Please do not send products back without an approved return request.

8. Complimentary Return Collection

DIID provides one complimentary return or size-exchange collection per UAE order.

If you request additional collections for the same order, a return collection fee may apply. We will tell you about the applicable charge before arranging the additional collection.

Returns of faulty, damaged or incorrectly supplied products will not be charged a collection fee.

9. Exchanges

Eligible products may be exchanged once for another size of the same product, subject to stock availability.

If the requested size is unavailable, you may return the product for a refund.

If you would like a different color or product, please return the original item and place a new order.

Promotional prices cannot be guaranteed for replacement orders placed after a promotion has ended.

10. Quality Inspection

All returned items are inspected before a refund or exchange is approved.

The inspection normally takes up to three business days after the product reaches our return facility.

If a returned product is worn, used, washed, damaged, altered, incomplete or missing its original tags, DIID may reject the return and send the product back to you. Additional delivery charges may apply.

We will contact you if your return does not pass inspection.

11. Refunds

Once your return passes inspection, DIID will issue the refund to the applicable payment method.

Credit or debit card: Refunded to the original card.

Tabby or Tamara: Refunded through the original payment provider, where available.

Cash on Delivery: Refunded by UAE bank transfer or DIID store credit.

Gift card or store credit: Refunded as DIID store credit.

For security reasons, card refunds cannot be transferred to a different card or bank account.

DIID will normally initiate approved refunds within two business days after inspection. Your bank or payment provider may require an additional 5–14 business days for the refund to appear in your account.

12. Delivery and Service Charges

Original delivery and Cash on Delivery charges are non-refundable when a customer returns an item because of a change of mind, incorrect size selection or personal preference.

These charges will be refunded when:

• The product received was faulty or damaged
• DIID supplied the wrong product
• DIID cancelled the complete order before delivery.

If only part of an order is returned, the original delivery charge will not be refunded.

Any applicable VAT included in the eligible product price will be included in the refund.

13. Faulty, Damaged or Incorrect Products

Please inspect your order after delivery.

If you receive a faulty, damaged or incorrect product, contact DIID Customer Care as soon as possible, preferably within 48 hours of delivery, and provide:

• Your order number
• A description of the issue
• Clear photographs or videos showing the product and packaging.

The 48-hour notification request does not limit any rights you may have under applicable UAE consumer protection law.

After assessment, DIID may offer a replacement, repair or full refund, as appropriate. Approved returns of faulty, damaged or incorrect products will include reasonable delivery and return costs.

Damage caused by misuse, improper care, alteration, an accident or normal wear and tear is not considered a manufacturing defect.

14. Order Cancellations

You may request an order cancellation before it has been processed or dispatched.

We cannot guarantee cancellation after an order enters preparation. If cancellation is no longer possible, you may request a return after delivery in accordance with this policy.

If DIID cancels an order before dispatch, all amounts paid for the cancelled products and any applicable delivery charges will be refunded.

15. International Returns

Customers outside the UAE should contact DIID Customer Care before returning an item.

Unless the product is faulty, damaged or incorrectly supplied, international return shipping charges, customs duties and related costs are the customer’s responsibility.

Original customs duties and import charges may not be refundable by DIID. Customers may need to contact their local customs authority.

16. Fair Use

DIID monitors returns to protect customers and prevent fraud or misuse.

We may investigate or restrict return services where we reasonably identify repeated returns of worn, damaged, altered, incorrect or non-DIID products, or other fraudulent activity.

Any action taken under this section will not limit a customer’s mandatory rights under applicable law.

17. Contact DIID

For questions about returns, exchanges or refunds, please contact:

Email: info@diid.ae

Telephone: +971 56 690 9950

Address: Dubai Marina, Dubai

Website: diid.ae