Return & Refund Policy

At Diane & Taylor Boston, we do everything we can to keep our customers happy. Still, it may happen that you wish to return a product. Below we clearly explain our return policy. We're always happy to think along with you — if in doubt, please always contact us first at Info@dianetaylorboston.com.

 

1. How We Operate

Diane & Taylor Boston operates on a direct-from-supplier model. To reduce waste and lower our CO₂ emissions, we do not keep large amounts of our own inventory: items that are not in stock are shipped directly from our supplier (located in China). This means that returns must also be sent to our supplier's return address in China.

2. Timeframe and Registration

• You may register a return within 14 days of receiving the item, via Info@dianetaylorboston.com.
• You can only register a return after you have physically received the item.
• Always include your order number and a valid reason for the return when registering.
• After approval, you will receive our supplier's return address from us.

3. Conditions

• A valid reason for the return is always required.
• Items must be unused, unwashed, undamaged, and in original condition, with all labels and tags still attached.
• Trying on is allowed, wearing is not.
• Discounted (sale) items cannot be returned without a valid reason.
• Deliberately ordering multiple sizes with the intention of returning (part of) the order is not permitted.
• Certain items are excluded from returns for hygienic reasons (such as underwear, swimwear, and jewelry), unless unopened and unused.

4. Return Costs and Process

• Return shipping costs are entirely the responsibility of the customer, including international shipping and any customs fees.
• The item must be returned to our supplier's return address in China.
• The customer is responsible for shipping, the costs, and tracking the return.
• We always recommend using a shipping method with track & trace; without proof of shipment, we cannot process a return.

5. Customer-Friendly Compromise

Because international returns can be expensive and time-consuming, we are happy to work with you to find a suitable compromise (for example, a partial refund or discount), which we will agree upon together by email. To do so, please always contact us first at Info@dianetaylorboston.com before sending anything back.

6. Defective, Incorrect, or Damaged Items

If something is wrong with your order — for example, the size, the fit, or the quality — please email us within 14 days of receipt with clear photos and a description of the problem. Without photos and a description, we cannot process your complaint, and there is no right to a return or refund. With this information, we will find a suitable solution as quickly as possible.

7. Refunds

A refund can only be issued after the item has been received and approved at the return address in China. After approval, we will refund the purchase amount within 14 days via the original payment method. Original shipping costs are not refunded.

8. Cancellations

It is not permitted to cancel an order after it has been placed and entered into processing. No refund or chargeback may be opened before the item has actually arrived and been received. If you have a question or problem with your order, please contact us first at Info@dianetaylorboston.com instead of immediately starting a chargeback or refund.

9. Liability

• We are not responsible for lost packages if the tracking indicates that the item was delivered to the address provided by the customer.
• An incorrectly provided address is the responsibility of the customer.
• Errors in the address must be reported within 24 hours of ordering via Info@dianetaylorboston.com