Refund policy
Return & Refund Policy
We want you to love your order from Shop by Diana. If something isn’t right, here’s how returns work.
14-Day Returns
You have 14 days from the delivery date to request a return. Items must be unopened, unused, and in their original packaging.
Hair Extensions
For hygiene reasons, extensions can only be returned if they are unopened, unworn, uninstalled, unwashed, and uncolored, with all seals and tags intact. Any sign of wear or alteration voids the return.
Styling Tools
Unopened tools in original packaging can be returned within 14 days. Opened or used tools can’t be returned unless they are defective (see “Damaged or Defective Items” below).
Hair Care and Accessories
Unopened items can be returned within 14 days. Opened hair care products can’t be returned for hygiene reasons.
Final Sale Items
Clearance items, gift cards, and custom or color-matched orders are final sale and can’t be returned or exchanged. These items are marked “final sale” on the product page.
How to Start a Return
Email us at support@bydianasilke.shop with your order number and the reason for your return. We’ll reply within 1-2 business days with instructions. Please don’t send anything back before we approve your return.
Return Shipping
Customers are responsible for return shipping costs. We recommend a tracked and insured shipping service, since we can’t be responsible for packages lost on the way back to us. Original shipping fees are non-refundable, unless your item arrived damaged, defective, or incorrect.
Refunds
Once we receive and inspect your return, we’ll email you to confirm. Approved refunds are issued to your original payment method within 5-10 business days. The refund includes the item price and sales tax. Your bank may take a few extra days to post it.
Exchanges
Need a different shade, length, or texture? Email us and we’ll arrange an exchange, subject to availability. Exchanges follow the same unopened and unworn rules as returns.
Damaged or Defective Items
If your order arrives damaged or defective, contact us within 7 days of delivery at support@bydianasilke.shop with photos or a short video. For defective styling tools, we may ask you to try a few quick troubleshooting steps first. If the issue can’t be fixed, we’ll send a replacement or issue a full refund. Styling tools come with a 90-day warranty against manufacturing defects. The warranty doesn’t cover misuse, drops, water damage, or normal wear.
Wrong Item Received
If you received the wrong item, contact us within 7 days of delivery and we’ll make it right.
Color Note
Screens vary, so hair shades may look slightly different in person. Please check the product photos before ordering.
Return Address
Please email us before sending anything back. We’ll give you the correct return address with your approval.
Contact Us
support@bydianasilke.shop