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Return & Refund

Can I change an item?
The general rule is that once your order is confirmed you may not cancel or change your order. Exception is made only if the item has not been shipped. If your order has already been shipped we invite you to wait until it arrives and then contact our Customer Service to request its change or return, however decision on such change or return is made at Caldow Limited sole discretion with a view of certain individual circumstances. In case we decide positive in regard of such change or return, the customer takes responsibility for the charges incurred as a result of such change or return, i.e. refund will be charged back to your account less bank commission(s), redelivery costs, etc.
Customer individual orders i.e. items manufactured in compliance with customer specific instructions as to the design and/or design and/or material of the item, could neither be changed nor returned.
How can I return an item?
Before sending the item back to us you must contact our Customer Service to issue authorisation for the return via email at support@caldow.eu, labelled “Request a Return”.
I've received a different item to the one ordered, what should I do?
Should the product received not be the same as the one you ordered, Caldow Limited / www.dianaulanovabags.com will take full responsibility for the return. You should contact our Customer Service via email at info@dianaulanovabags.com labelled “Request a Return”, and they will issue authorisation for the Return Service and make arrangements with the carrier to pick up the package at no extra cost to you. A new delivery bill will be issued and sent to you by email which you must print and attach to the package. As soon as the goods have been returned to the warehouse their condition will be checked and the refund will be made within approximately 30 days. No refunds are possible for products received in conditions not complying with the return terms. The refund will be automatically paid into the credit card used to make the purchase and you will receive confirmation by email at the address indicated on the order. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
I've received a defective product, what should I do?
If the product purchased has any defects, then Caldow Limited / www.dianaulanovabags.com will be fully responsible for the return. You must contact our Customer Service via email at support@caldow.eu, labelled “Request a Return” and they will issue authorisation for the Return Service and organise a carrier to pick up the products at the address you indicate at no extra cost. In some cases, we request proof (photographs) of the flaw/defect before an inspection takes place. In the event your claim is justified, the purchase price and the delivery costs will be refunded. 
A new delivery bill will be issued and sent to you by email which you must print and attach to the package to be returned. Once the goods have been returned to the warehouse their condition will be checked and the refund will be made within approximately 30 days. No refunds are possible for products received in conditions not complying with the return terms. The refund will be automatically paid into the credit card used to make the purchase and you will receive confirmation by email at the address indicated on the order. 

How can I check the delivery status of the return?
If you have the number of the delivery bill you can track the shipment of the return on the carrier's website, otherwise by contacting our Customer Service it will be possible to check the status of the shipment.
What can I do if I've misplaced the number of the delivery bill for the return?
Just contact our Customer Service and they'll check the Return Service file and provide you with the number of the delivery bill.
When will you send me the refund?
As soon as products are returned to our warehouse for any reason whatsoever, a check is made of their condition after which the refund will be made within 30 days.
What can I do if the amount refunded to me is not correct?
Contact our Customer Service via email at info@dianaulanovabags.com, and they will check the amount refunded and take care of paying you the difference.