Returns & Refunds

Returns & Refunds

The return policy has been extended to 30 days for all purchases made on our online store.

If during the trial period you decide, for whatever reason, to return the diadora products you have purchased, you will find the return instructions below.

N.B.: If your order includes several products that were delivered at different times, the trial period begins from the delivery date of each shipment.

PLEASE NOTE: unauthorised returns may be refused or processing may be delayed, resulting in a refund not being issued. Please make sure that you complete the return form on our website before shipping the goods.

Purchases made by registered users

1. Submit your return request in your personal area

• Log in to your profile and go to the “your orders” page
• Search for the order for which you would like to return one or more items and select it and open up the details page.
• Click on “Make a return”
• Select the items and remember to indicate the reason you want to return them for each product
• Click on “Proceed with return” and then “Send”.
• Wait for the return approval confirmation you will receive via email

2. Prepare the products to be shipped

Place the packaged items in a box (we recommend using the original packaging that you received with your order) and stick the return label on the outside of the package, taking care to cover the previous label. The pre-paid return label should already be inside the package you received; if you cannot find it, you can download it by accessing the return section in your personal area.

N.B.: the correct label to place on your package is the one that has 3 different barcodes. The one with a single barcode (the “copy don’t stick”/“Hand To Courier” one) should be given to the courier when they collect the package and is required to correctly manage customs clearance. Please also remember to fill in the pro-forma invoice correctly that you will find inside the package that you received your items in and hand it to the courier. Follow the instructions included to correctly fill out all the fields. All the documents can also be found.

3. Plan your shipment

Choose your preferred option from the two below:

A. Request DHL courier pick-up from your home:

• Go to the pick-up request page on the My DHL Express website
• As you already have the pre-paid label, click on “NO” and select “I have a DHL waybill number” from the drop-down menu
• Enter the waybill number that you will find on the label in the field provided and continue
• Fill in the fields for the pick-up address and indicate the weight and size of the package (you can enter the weight already written on the label)
• Choose the pick-up date and time and confirm your booking

B. Alternatively, you can take your package to a DHL service point, by selecting it at this address from those that offer a send shipment service

If, on the other hand, you decide not to use the pre-paid return label provided by diadora and to use another courier, send it to the following address:

Diadora S.p.A.
DHL SUPPLY CHAIN c/o Diadora SPA
Via Guido il Grande, 5
28061 Biandrate (NO)
Italia

Start a return process for registered users

Purchases made by guests

1. Start the online return process

• a) Click here and fill in the required fields:
  • Order number (you can find it in your order confirmation email that you received at the time of purchase)
  • Email address used to place the order
  • Billing post code (if you can't remember the billing address you used, you will also find it in the order confirmation email)
  • b) Click on “Make a return”
  • c) Select the items and remember to indicate the reason you want to return them for each product
  • d) Click on“Proceed with return” and then “Send”
  • e) Wait for the return approval confirmation you will receive via email

2. Prepare the products to be shipped

Place the packaged items in a box (we recommend using the original packaging that you received with your order) and stick the return label on the outside of the package, taking care to cover the previous label. The pre-paid return label should already be inside the package you received; if you cannot find it, you can download it by accessing the return section in your personal area.

N.B.: the correct label to place on your package is the one that has 3 different barcodes. The one with a single barcode (the “copy don’t stick”/“Hand To Courier” one) should be given to the courier when they collect the package and is required to correctly manage customs clearance. Please also remember to fill in the pro-forma invoice correctly that you will find inside the package that you received your items in and hand it to the courier. Follow the instructions included to correctly fill out all the fields. All the documents can also be found

3. Plan your shipment

Choose your preferred option from the two below:

A. Request DHL courier pick-up from your home:

• Go to the pick-up request page on the My DHL Express website
• As you already have the pre-paid label, click on “NO” and select “I have a DHL waybill number” from the drop-down menu
• Enter the waybill number that you will find on the label in the field provided and continue
• Fill in the fields for the pick-up address and indicate the weight and size of the package (you can enter the weight already written on the label)
• Choose the pick-up date and time and confirm your booking

B. Alternatively, you can take your package to a DHL service point, by selecting it at this address from those that offer a send shipment service

If, on the other hand, you decide not to use the pre-paid return label provided by diadora and to use another courier, send it to the following address:

Diadora S.p.A.
DHL SUPPLY CHAIN c/o Diadora SPA
Via Guido il Grande, 5
28061 Biandrate (NO)
Italia

Start a return process for guest purchases

Return Criteria

• Products must be returned undamaged and with the tag still attached to each item.
• Make sure that the products you are returning are complete (for example, that you are returning both items of a pair).
• If you wish to return a product, we ask that you do not use it for anything other than what is reasonably necessary to decide whether you want to keep it or not. This means that you can try on clothes and/or shoes to check their fit and size, but you cannot wear them outside or wash them.
• Products must be returned within 30 days of completing the online return process; we recommend using the box or envelope in which you received your order
• Please remember to return each order and each shipment separately: if you would like to return items that arrived in more than one delivery, please separate them in the same way in the return shipment. This will help us to speed up the verification process for the items and process your refund.

Items purchased at a diadora store or an authorised diadora retailer

Return or refund requests for any items purchased at a diadora store/outlet or from an authorised diadora retailer will not be accepted or approved. If you have purchased the products from one of our authorised retailers, you should follow the return policy specific to that store. What’s more, we cannot accept the return of items purchased on our website in-store.

Can I exchange goods?

You cannot exchange goods (size/colour change) for items purchased on diadora.com. You will need to return the product you wish to replace and place a new order.

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Return shipping costs

Return shipping costs will not be charged and will be borne by diadora only if you use the same courier that made the delivery.
If you decide to use a different courier, the shipping costs will be your responsibility.
TIP: whichever one you use, choose a courier that allows you to track the package.

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Refund

When will I receive my refund?

Your refund will be made to the original payment method you used to complete the purchase, no later than 15 days from when the return is received at our warehouse. Refunds via bank transfer will be processed within 10 working days.
We will send you an email to let you know that a credit note has been issued.

Will shipping costs be refunded?

You will always be reimbursed for the shipping costs of orders you have already received. In the event that only part of the order is returned, the shipping costs will be refunded to you in proportion to the cost of the item compared to the total order.