Return Policy

• The items must be returned within 7 business days from the date of delivery.
• The items must be unopened and in their original packaging. For your convenience with each order of an Eau de Parfum or Eau de toilette, you will receive a corresponding trial sample.
• If you are returning an entire order, all the complimentary samples must be returned as well. Please make sure the item(s) are in original condition, with the original packaging. If the sample is not returned, we will not proceed with your return.
• If you are returning an item from an order that came with a free Gift With Purchase (GWP) and the value of the order falls below the GWP qualifying amount after the return, the redeemed GWP must be returned as well. Please make sure the item(s) are in original condition, with the original packaging. If the GWP is not returned, we will not proceed with your return.
• All returned goods will be examined upon receipt. We will not provide a refund if the goods show signs of unreasonable use such as opened packaging or damaged packaging. In such circumstances, we will notify you that a refund will not be available, and we will arrange for such goods to be returned to you within 28 days of our notification.
• If you are returning the item due to a fault or damage in transit, this must be stated on the Returns Form.
• Please include the Returns Form which you will find with your order. Processing the return may take longer if you do not include the Returns Form or if it is incorrectly filled. You will find more information regarding the Returns process on this form.
• We encourage you to specify on the Return Form any information that could help us understand the reason for your return, e.g., broken or damaged, incorrect item ordered, etc.
• If you wish to carry out the return of an electric diffuser, we invite you to contact our Customer Care team directly who will assist you in the return process.

Return process

• Complete the Return Form which you can download here, and clearly indicate:
• Your HK order number.
• Your contact information.
• The name and quantity of each item being returned and the reason for the return.
• Send the form to our Customer Care team via email at info@dinanelly.today.
• They will arrange a pick-up from our courier service.
• Prepare your parcel, placing the form inside. Please note that if the Returns Form is not sent with the items, this may cause a longer processing time.
• Hand over your package to our courier, Kerry Express.
• The courier will give you proof of receipt; make sure you keep it.
• For any questions, please reach out to our Customer Care team so that we can assist you throughout the return process.

Refunds

• Refunds are processed within 14 business days upon receipt of your returned parcel. Delivery fee is excluded.
• Once your refund has been processed, you will receive a confirmation by email. Depending on your bank, the refunded amount will appear on your bank account within 2 to 5 business days.

Cancellations and Exchanges

• If you wish to cancel your order after it has been confirmed, kindly invite you to reach out to our Customer Care team who will assist you in the process.
• Please note that you cannot cancel your order once it has been shipped.
• If you wish to exchange an item for another reference, we kindly invite you to place a new order and return the original product to us following the returns process.

If you have any questions or need more information, please contact us at: Email: info@dinanelly.today Monday to Friday: 10 am – 5 pm (excluding holidays)