Refund policy

RETURNS AND EXCHANGES

PLEASE BE AWARE THAT RETURNS/EXCHANGE POLICIES WILL VARY FOR SPECIFIC PRODUCTS  Please read our T&Cs Carefully.

We sincerely apologise if you have experienced any fault with your Diya accessories.

Our customer service team would be happy to assist - Please contact us before returning your item to us, so that our team - can advise you of next steps and time frames for a free replacement item. A photo is always appreciated so we can speed up the process.

Please Note : We are not held liable for any address errors the customer inputs at checkout.

Our non tarnish warranty refers only to product tarnishing, should you find any tarnishing we will happily replace the product for you.

If you receive a damaged/broken item, please contact us within 7 days of receiving your order and we will resolve this for you.

To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at diyaaccessoire@gmail.com Please note that returns will need to be sent to the following address: Diya Accessoire, H/N: 9 Nii Kwame Street New Achimota Kingsby, Accra, Ghana. 

If your exchange is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any exchange question at diyaaccessoire@gmail.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
We are unable to accept return or exchanges on personalised items.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Please include all of the following information in your returning package:

  • your full name                                         
  • order number
  • reason for returning the item(s)
  • the size/item you would like to exchange your item for

Any returned orders must be sent back within 14 days of receipt (7 days Ghana and 14 days for International deliveries). Please ensure that your returns are sent back in the condition that you receive them in, with the original packaging. Please note that for hygiene reasons we are unable to accept returns on earrings unless faulty. 

 Please note: We are very happy to offer you an alternative size if your item does not fit however we are unfortunately unable to exchange goods for different items. 

Missing Items?

In the rare occurrence that an item is missing from your order please contact us within 7 days of receipt of your order and we will be happy to investigate this. If we are not contacted regarding missing items outside of this time period we will NOT be able to look into this.

Once we’ve received your return, we’ll send you an email with an update. Returns are usually processed within seven (7) working days, although this may vary during busy periods. Refunds will be issued to the original account used at purchase.

Refunds

Please note that you will have to bear the direct cost of returning the product and this will not be included in your refund. We will not pay any custom charges on returned items, you will need to clear this in order for your return to be processed.

Please note that international customs duties and sales taxes are NOT refunded for shipments.

Please ensure that your returns are sent back in the condition that you receive them in, with the original packaging. 

Please include all of the following information in your returning package:

  • your full name                                         
  • order number
  • reason for returning the item(s)
  • whether you would like a refund or exchange.

IMPORTANT: IF ANY PARCEL IS UNDELVIERED OR APPEARS LOST WITH THE COURIER, YOU MUST NOTIFY OUR CUSTOMER SERVICES TEAM WITHIN 14 DAYS OF PLACING YOUR ORDER. WE DO NOT ACCEPT ANY RESPONSIBILITY FOR ANY MISSING,LOST OR DAMAGED PARCEL CLAIMS OUTSIDE OF THIS PERIOD.


We will notify you once we’ve received and inspected your return, and let you know if the Exchanges/refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at diyaaccessoire@gmail.com.