Effective Date: 1 September 2024

At Dear Diary ZA, your satisfaction means the world to us. While we hope you love your purchase, we understand that sometimes things don’t go as planned.

Returns

You are welcome to return any eligible item purchased online within 7 calendar days of receiving your order.

To initiate a return, please email karin@dear-diary.co.za with your order number and reason for return.

Returns will only be accepted under the following conditions:

• The item must be unused, undamaged, and in its original, unopened packaging.

• Returns must be pre-approved via email before sending the item back.

Please note:

• Sale items and digital products are non-returnable and non-refundable.

• Items returned outside the 7-day window, or in unsuitable condition, will not be accepted.

Refunds

Once we receive and inspect your returned item, we will process your refund within 3 business days.
Refunds will be made via the original payment method used at checkout.

If your return is due to personal preference or change of mind, we will refund your order excluding courier/shipping fees.

• If your order qualified for free shipping, a standard shipping fee (Rxx) will be deducted from your refund.

• Courier costs are non-refundable unless the return is due to our error.

Exchanges

We do not offer direct exchanges. If you would like a different item, please:

1. Log a return for the original item as above, and

2. Place a new order for the item you’d like instead.

Both the return and new order shipping fees will be the customer’s responsibility.

Damaged or Incorrect Orders

If your order arrives damaged, broken, or incorrect, please contact us within 48 hours of delivery:

• Email us at karin@dear-diary.co.za.

• Include clear photographs of the item(s), packaging, and shipping label

We will replace the item or issue a full refund, depending on available stock.

Important Notes

• Refunds may take additional time to reflect depending on your bank or payment provider.

• Please retain your tracking number when returning an item, as we cannot be held responsible for parcels lost in transit.

• Dear Diary ZA reserves the right to reject any return that does not meet our policy condition