Refund policy
Returns & Refunds
Diamond Shelf wants customers to receive the correct products in acceptable condition. Return eligibility depends on the reason for the return, the condition of the merchandise and the circumstances of the order.
Before returning an item
Do not send merchandise back without first receiving return instructions from Diamond Shelf.
To request assistance, use our Contact page and include your order number and the reason for the request. Photographs may be requested for damaged, defective, incorrect or otherwise problematic merchandise.
Return condition
To be considered for a discretionary return, merchandise should generally be:
- unused
- unopened
- in its original packaging
- in resalable condition
- accompanied by all original components where applicable
Because fragrance, beauty and personal-care products can be sensitive to opening, use and tampering, opened or used merchandise may not be eligible for a discretionary return.
Damaged or incorrect orders
If an item arrives damaged, defective or materially different from what was ordered, contact Diamond Shelf promptly through our Contact page.
Include:
- your order number
- a description of the issue
- clear photographs of the product
- photographs of the shipping package where relevant
We will review the information and provide the appropriate next steps based on the circumstances.
Packaging variations
Brands may periodically change bottles, boxes, labels, typography, batch presentation or other packaging details.
Minor packaging differences that do not change the identity of the product are not automatically considered damage, defect or incorrect merchandise.
Return authorization
If a return is approved, Diamond Shelf will provide return instructions and the appropriate return destination.
Do not send products to an address found elsewhere on the website, an invoice, shipping label or supplier documentation unless Diamond Shelf specifically instructs you to do so.
This is important because fulfillment and return locations may differ.
Return shipping
For discretionary returns that are not the result of an error, defect or damage attributable to the order, the customer may be responsible for return-shipping costs.
If Diamond Shelf determines that an eligible return resulted from an incorrect, damaged or defective shipment, return instructions will be provided as appropriate.
Refunds
Approved refunds are issued to the original payment method where supported.
After a refund is processed, the time required for the funds to appear can vary by bank, card issuer or payment provider.
Original shipping charges and return-shipping costs may be non-refundable where permitted and where the return is not the result of an error attributable to the order.
Orders that cannot be returned
Certain items may be ineligible for discretionary return, including:
- opened or used fragrance products
- opened or used beauty or personal-care products
- items missing original packaging or components
- items damaged after delivery through misuse or improper handling
- final-sale items where clearly identified before purchase
This does not limit any rights a customer may have under applicable law.
Cancellations
If you need to cancel or modify an order, contact Diamond Shelf as soon as possible.
We cannot guarantee cancellation or modification once an order has entered processing or fulfillment.
Exchanges
Diamond Shelf does not guarantee direct product exchanges. Where appropriate, an approved return and a separate new order may be required.
Contact
For return, refund, damaged-item or incorrect-order assistance, use the Diamond Shelf Contact page and include your order number.