CUSTOMER CARE
FAQ’s
FREQUENTLY ASKED QUESTIONS
How do I make a purchase?Making a purchase is easy. Simply select your items, along with size and colour, click ‘buy now’ and follow the straightforward prompts on screen. You can also shop directly from the MAGAZINE.
Do I need to set up an account
to place an order?		You can shop at DILIANA.COM without creating an account.

However, register with us and you'll be able to enjoy the following benefits
- Track your orders and review past purchases
- Add sold out items and products you love to your Wish List
- Preview our new collections and register your interest for your favorite pieces through our seasonal Lookbook
- Save your address and card details so you can shop even quicker next time.
What if an item is out of stock?If an item you are interested in is out-of-stock, please email or telephone a customer care representative to inform us of your interest. You can contact us by email at info@diliana.com or call us during our office hours of 09.00 - 20.00 Monday to Saturday (inc Bank Holiday) on +359884556850.
Is it safe to use my credit card online
at DILIANA.COM?		All transactions on this website are processed using WIRE CARD AG, a secure online payment gateway that encrypts your card details in a secure host environment.
How will I know if you have
received my order?		After you place your order, you will receive an email from us acknowledging that your order has been received. This does not mean that we have accepted your order. If your item(s) has been sold out in our warehouse, we will try our utmost best to locate the item(s) from our DILIANA.COM stores. Only after your credit card details have been approved, the delivery address has been verified and the item(s) located, will your order be accepted and the item(s) shipped. At which point you will receive a second email from us confirming your order. Should any of the item(s) you have ordered be unavailable you will be quickly informed of the out-of-stock piece(s) and your payment for the item(s) will not be processed.
Am I able to track my order?Yes. When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this tracking number you can check the current status of your shipment. Alternatively, you can email us on info@diliana.com and we will track the order on your behalf.
Do I have to pay duty and
import charges?		Please note that to assist Customers orders shipped to both the Mainland US and Australia are now shipped on a Delivery Duty Paid ( DDP ) basis. This means that all relevant import taxes and duties will be included in the product price displayed on the website (where the individual product or total order value is over the relevant country duty threshold). DILIANA.COM will account to the relevant authorities for all duty payable.

Duty is clearly itemised in your shopping bag and through the checkout process. Customers can opt out of paying duty up front by ticking the 'Pay duty/tax to carrier on delivery' box on the shopping bag or in confirmation section of checkout.

If you opt out of paying duty upfront it will be your responsibility to pay any applicable charges on delivery.

Please note duty is applied as a flat rate percentage of total item value for all products.
Customs and handling charges will not be refunded if the goods are returned.

Delivery to countries other than the US and Australia that are outside the EU may be subject to local import taxes, which are your responsibility (where applicable).

If so, the shipping company will contact you by telephone once your Items are in customs to let you know the cost. This may delay your delivery time as goods held at customs will be your responsibility to pay the necessary charges for local authorities to release the goods. Please be aware that if you don’t choose to pay the import taxes we reserve the right to charge any additional costs incurred by DILIANA.COM to you.