Shipping, returns & refunds
Every garment is crafted with exceptional care and attention to detail. Please read this policy carefully before placing an order.
Shipping
Shipping is free of charge on every order, worldwide, with no minimum spend and no delivery charge at checkout. This excludes customs’ fees and VAT, which are set by the destination country and remain the customer’s responsibility.
Free worldwide shipping on every order
Worldwide delivery
Every order ships with DHL on one standard service — there are no delivery tiers, upgrades or surcharges.
Dispatch days
Products can only start shipping during weekdays.
Delivery time
Orders take 7–15 business days to arrive at your delivery address, not including customs clearance, which may take a few extra days.
Estimated dates
Express couriers usually quote an estimated delivery date a few days later than the actual one to allow for emergencies. Your order will normally arrive earlier — there is no cause for concern.
Tracking
You receive a tracking number (waybill) for your order once the product has shipped.
Customs, duties & VAT
Customs fees, import duties and VAT are not included in the price shown at checkout and are the responsibility of the customer.
Ready-to-ship items
14-day right of withdrawal
Ready-to-ship products may be returned or exchanged within 14 days of delivery, without giving a reason, as provided by the Law on Consumer Protection of the Republic of Kosovo (Law No. 06/L-034).
How to withdraw
Tell us within 14 days of delivery — by email or the return request button below — and send the item back within 14 days of that notice.
Condition
Items must be unworn, unused and unwashed, free from perfume or makeup stains, with all original tags and packaging intact. A refund may be reduced if an item shows use beyond what is needed to try it on.
Return costs
Return shipping costs, customs duties and taxes are the responsibility of the customer, unless the item received was incorrect or defective on our side.
Pre-order & custom-made dresses
Made-to-measure and custom-made pieces are final once your order is confirmed: they cannot be returned, exchanged or refunded for change of mind, and the deposit is non-refundable. If the piece is defective or does not match the agreed measurements or design, your statutory rights apply — see Damaged or incorrect orders below.
What counts as made-to-measure
Dresses produced to your measurements — with or without personalised changes — are made to your specifications and are excluded from the 14-day right of withdrawal (Article 49 of the Law on Consumer Protection). Only ready-made stock pieces, produced mainly in sizes M and L, can be returned under that right.
Fit tolerance
With customized dresses there can always be small deviations — a perfect fit is not possible without at least one fitting.
Damaged or incorrect orders
Please tell us about damaged, defective or incorrect items as soon as possible, ideally within 48 hours of delivery, with photos or a short video so we can resolve it quickly. This does not affect your statutory rights for goods that do not conform to the order.
How claims are resolved
Approved claims are resolved through repair, replacement, exchange, or a full refund to your original payment method, depending on the situation. Return shipping is on us in these cases.
Evidence required
To process a claim about damage, sizing or any other concern, please send clear images or a short video showing the issue, including the item being worn where that helps us understand it.
Pre-shipment quality control
Our quality control team inspects every product before shipment and records a video of the measurements and the condition of the dress, so we can compare it with your claim and resolve it fairly.
Order cancellation
Ready-to-ship orders
Cancel free of charge at any time before your order is dispatched and we refund the full amount to your original payment method. Once delivered, the 14-day right of withdrawal above applies.
Pre-order & custom-made orders
Final once confirmed. Made-to-measure pieces are excluded from the right of withdrawal, so once we have agreed the design and measurements and received the deposit, the order cannot be cancelled and the deposit is non-refundable.
Refund processing
Approved refunds go back to the payment method used for the order. Store credit is available instead if you prefer it.
Approval
Once we receive and inspect your return, we notify you about the approval status.
Timeframe
Refunds are issued within 14 days of receiving the returned item (or proof that you have sent it), to the payment method used for the order. Banks and card issuers may take a few extra days to show the amount.
Non-refundable costs
Customs duties, VAT and import fees paid to the authorities of the destination country are not refundable unless required by law. Return shipping is covered only when the item was incorrect or defective on our side.
Delayed refunds
If your refund has not arrived within 14 days of us receiving your return, contact us at info@dijafashion.com or through the contact form on our website.
How to return an item
- 1
Submit a return request using the button below, or email us directly at info@dijafashion.com.
- 2
Tell us which items you are returning. We will send you the return address and instructions.
- 3
Package your item in its original condition, including tags and packaging.
Withdrawal notice
To use your 14-day right of withdrawal, an email to info@dijafashion.com is enough. You can copy this text: “I hereby withdraw from my purchase of [item], order #[number], received on [date]. [Name, address, email].” No reason is required. Made-to-measure pieces are excluded.
Support, terms & sustainability
Communication and support
Contact our customer service team at info@dijafashion.com if you have questions or concerns before initiating a return. We aim to provide smooth and helpful support throughout the process.
Modifications of terms and conditions
Dija Fashion reserves the right to make changes to the Terms and Conditions when needed. Customers are notified of any relevant changes up to 4 weeks before they take effect.
Environmental considerations
We encourage customers to reuse the original packaging where possible to reduce environmental impact. Our team is committed to exploring eco-friendly shipping and packaging solutions to support sustainability.
For further assistance, reach out at info@dijafashion.com. We are here to help. See also our Terms & Conditions.