Refund policy
Effective Date: August 31, 2026
At DIAJ House, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help guide you through our return, refund, and exchange process.
Return Eligibility
Eligible DIAJ House-stocked items may be returned within 30 days of the delivery date. Eligible partner-fulfilled products, including products fulfilled through Shopify Collective, may also be returned within 30 days of the delivery date, subject to the eligibility requirements and exclusions in this policy.
The applicable return period begins on the date the item is marked as delivered by the shipping carrier. For orders delivered in multiple shipments, the return period begins separately for each shipment based on its individual delivery date.
To qualify for a return, items must:
- Be unused, unworn, and unwashed.
- Be in their original condition.
- Have all original tags attached (if applicable).
- Be returned in the original packaging whenever possible.
Returns that do not meet these requirements may not be accepted.
Proof of Purchase
Proof of purchase, order confirmation, or other verification of your purchase may be required before a return, refund, or exchange can be processed.
Non-Returnable Items
For health, safety, and hygiene reasons, the following items are not eligible for return unless they arrive damaged or defective:
- Opened or used personal care items
- Gift cards
- Final sale or clearance items
- Personalized or custom-made products
- Earrings and other pierced jewelry unless defective or damaged upon arrival
Partner-Fulfilled Products
Some products offered by DIAJ House are fulfilled directly by trusted retail partners, including suppliers participating through Shopify Collective.
Eligible partner-fulfilled products may be returned within 30 days of delivery, subject to the eligibility requirements and exclusions in this policy.
Return instructions and return addresses may vary depending on the fulfillment partner. For eligible Shopify Collective returns, the fulfillment partner creates the applicable return label and DIAJ House provides the return instructions to the customer.
Customers should not return products directly to a supplier unless specifically instructed to do so by DIAJ House.
Returns that do not meet the applicable eligibility requirements may be denied.
Exchanges and Replacements
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.
If a replacement is available, we'll gladly arrange one. If a replacement isn't available, we'll work with you to determine an appropriate resolution, which may include a refund.
For partner-fulfilled products, replacement availability may depend on the supplier's inventory. If a replacement cannot be completed, DIAJ House will work with you to determine the most appropriate resolution based on the circumstances, which may include a refund.
At this time, we do not offer direct exchanges for different sizes, colors, styles, or changes in customer preference. If you need a different item, please return the eligible item, if it qualifies under our Return Policy, and place a new order.
How to Start a Return
To request a return:
- Visit our Contact Us page or contact Customer Support.
- Include:
- Your order number.
- The item(s) you'd like to return.
- The reason for the return.
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We'll provide return instructions if your request is approved.
Return addresses may vary depending on where your order was fulfilled. Please wait for return authorization before shipping any merchandise.
Please do not send items back without contacting us first.
Return Shipping
If you receive an incorrect, defective, or damaged item, or the return is otherwise the result of an error by DIAJ House, we will provide return instructions and, when applicable, cover the cost of return shipping.
For returns due to a change of mind, incorrect size selection, or other customer preference, the customer is responsible for return shipping costs, unless otherwise required by applicable law.
For partner-fulfilled products, return instructions and return addresses may vary depending on the fulfillment partner. For eligible Shopify Collective returns, the fulfillment partner creates the applicable return label and DIAJ House provides the label and return instructions to the customer.
Responsibility for return shipping costs follows the reason for the return as described above. Customers should not send returns until they have received return authorization from DIAJ House.
Original shipping charges are non-refundable unless the return is the result of our error or otherwise required by law.
Refunds
Once we receive and inspect your returned item, we'll notify you of the status of your refund.
For partner-fulfilled products, refunds will be processed after the supplier confirms that the returned merchandise has been received and meets the applicable return requirements.
If approved, your refund will be issued to your original payment method.
Once a refund has been approved and processed by DIAJ House, please allow 5–10 business days for your bank or payment provider to post the funds to your account.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
To help us resolve the issue as quickly as possible, please include:
- Your order number.
- A description of the issue.
- Clear photos of the item and packaging, if applicable.
If your order was fulfilled by one of our trusted retail partners, additional information may be required to process your claim. We'll guide you through the next steps and work directly with the fulfillment partner when necessary.
Claims for damaged, defective, or incorrect items submitted more than 7 days after delivery may not be eligible for replacement or refund.
We'll work with you to reach a fair resolution whenever possible.
Cancellations
Because we begin processing orders as quickly as possible, cancellation requests should be submitted immediately after an order is placed.
While DIAJ House will make every reasonable effort to accommodate your request, cancellations cannot be guaranteed once an order has entered processing, has been submitted to a fulfillment partner, or has shipped.
For partner-fulfilled products, orders may be transmitted to the supplier shortly after they are placed. Once a partner has begun processing an order, cancellation requests may no longer be possible.
If a cancellation cannot be completed, you may be eligible to request a return in accordance with our Return & Refund Policy, provided the item qualifies.
Questions?
If you have questions about returns, refunds, or exchanges, our Customer Support team is happy to assist you.
Email: support@diajhouse.com
We strive to respond to all customer inquiries within 1–2 business days.