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Shipping policy

SHIPPING POLICY

Products ordered through the website www.dianmardecor.com are delivered via partner courier companies, depending on the destination zone, as follows:

  • Fan Courier (or Sameday, only upon request and where available) – for orders delivered within Romania;
  • Sameday – for orders delivered to Bulgaria and Hungary;
  • DHL or DPD – for orders delivered internationally to countries other than Romania, Bulgaria, and Hungary.

For orders delivered within Romania via Fan Courier, the customer can choose home delivery or delivery to a Fan Box pickup point, under the conditions stated below.

All products listed on the site as "in stock" benefit from immediate dispatch. For personalized products or those available exclusively by pre-order, the estimated delivery time will be communicated individually to the customer, by email or phone, after the order is placed.

ESTIMATED DELIVERY TIMES

  1. Romania – Delivery is generally made within 1–5 working days from order confirmation.
  2. Bulgaria and Hungary – Delivery is generally made within 1–5 working days from order confirmation.
  3. Other international destinations – The estimated delivery time is 1–8 working days from order confirmation.

As soon as the AWB is generated, the customer will receive an email with the parcel tracking number, so they can check the order status in real time, up until delivery.

Any delay occurring after the parcel has been handed over to the courier company cannot be attributed to the Company, as it no longer has control over the delivery process.

DELIVERY COSTS

Standard delivery costs vary depending on the destination zone, as follows:

  1. For orders delivered within Romania, via Fan Courier, the following rates apply:
    ✔ 19.99 RON for home delivery, for orders under 250 RON
    ✔ 15.99 RON for Fan Box delivery, for orders under 250 RON
    Delivery is FREE for all orders delivered within Romania that exceed the value of 250 RON, whether home delivery or Fan Box delivery is chosen, where this option is available.
  2. For orders delivered within Bulgaria, a delivery fee of 6.99 EUR applies.
  3. For orders delivered within Hungary, a delivery fee of 3,300 forints applies.
  4. For orders delivered outside Romania, Bulgaria, and Hungary, the delivery fee will be calculated based on the shipping zone.

FAN BOX DELIVERY

For orders delivered within Romania via Fan Courier, the customer may opt for delivery to a Fan Box pickup point, where this option is available for the address and the products ordered.
Fan Box delivery can be selected in two ways:

  1. From the "View Cart" page
    Before completing the order, on the "View Cart" page, the customer can choose the desired delivery method: home delivery or delivery to a Fan Box pickup point. After selecting the Fan Box option, the customer can choose the desired locker.
  2. After completing the order
    If the customer chooses the "Checkout" option directly, they will enter the delivery address and place the order. After completing the order, on the "Thank you for your order" page, the customer can select the Fan Box locker where they wish the parcel to be delivered.
    For orders delivered to a Fan Box, the customer can also pay by card at the locker, if this option is available for the respective order.

CONDITIONS FOR COMPLETION OF DELIVERY

Delivery is considered completed at the moment the parcel is received and confirmed by electronic signature by the recipient or by a person who can reasonably be considered authorized to receive it. This may be a person present at the delivery address or a person who declares and confirms that they are entitled to receive the parcel on behalf of the recipient.

FAILED DELIVERY

In the event that delivery cannot be successfully completed for reasons that cannot be attributed to the Company or the courier service provider, the following procedures apply:

  • At the first failed delivery attempt, the courier will try to contact the recipient to reschedule the delivery.
  • The courier will make a maximum of two delivery attempts to the indicated address.
  • In the event of a temporary impossibility of the recipient to receive the parcel (e.g., vacation, unavailability), the parcel may be kept in the courier's depot for a maximum of 5 working days from the first attempt, during which period the two delivery attempts can be made or the delivery can be rescheduled (for parcels delivered via Fan Courier).
  • If, after the two failed attempts or after the expiry of the 5 working days of depot storage (whichever occurs first), the parcel still cannot be delivered, it is automatically returned to the sender, and the round-trip costs may be charged to the customer.
  • For orders with cash-on-delivery payment, the refusal or impossibility of making the payment at the time of delivery is considered a refusal of delivery.

The Company reserves the right to temporarily or permanently suspend the customer's account if repeated refusals to receive orders are found, without justified grounds, in accordance with the article "Customer Account Suspension".

PRODUCT AVAILABILITY AND REFUNDS

The Company reserves the right not to fulfill orders for products that, at the time of processing, prove to be unavailable for reasons beyond its control. In this case, the customer will be notified as soon as possible, by email, regarding the unavailability of the respective products.

a) For payments made by bank card:

  • The customer will receive a notification within a maximum of 5 working days from the discovery of the unavailability;
  • The refund is initiated immediately after the cancellation is confirmed. The amount may reach your account within up to 14 calendar days (10 working days), depending on the payment processor and the issuing bank of the card;
  • In the event that a refund to the card is not possible, the customer will provide a valid IBAN account for the refund;
  • For orders with multiple products, if some of them are unavailable and the customer opts to keep the available ones, only the value of the unavailable products will be refunded;
  • If the unavailable product is the only one in the order, the entire amount is refunded, including the delivery fee.

b) For cash-on-delivery payments:

  • The customer will be notified by email within a maximum of 5 working days from the discovery of the unavailability;
  • For orders with multiple products, if some are unavailable and the customer wishes to keep the rest of the order, the value is updated;
  • If the unavailable product is the only one in the order, the order will be canceled entirely, and the customer will be notified.

c) The customer's right to modify or cancel the order:

  • The customer has the right to request the modification or cancellation of the order before it is processed;
  • Requests will be honored only if the order has not already been processed for shipping;
  • If the order is already being processed or has been shipped, requests for modification or cancellation will not be accepted, except in cases where the products are unavailable or delivery can no longer be carried out.

The Company reserves the right to take all necessary measures to protect its legitimate rights and interests, as well as those of its customers, in exceptional situations that may affect the proper conduct of the delivery process.

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