Return Policy

At DIOLATA, we treat our ube powder as a treasure. Because your experience should be one of refinement (and especially comfort), we have simplified every step of your journey, including returning your products.

The Art of Withdrawal

What if the alchemy doesn't work? You have 15 days from receipt of your order to notify us of your wish to return. Time for reflection to honor your intuition and your quest for well-being.

Conditions of Purity (Product Condition)

To preserve the sanitary quality of our rituals, we only accept products returned in their original condition:

  • The shipping box must be unopened (opening label untorn)
  • Strict exception: For reasons of hygiene and health protection, any product whose warranty seal has been broken — even if a single spoon has been taken to taste — cannot be refunded.

Logistics Offered by the House

Because elegance also lies in service, return shipping costs are entirely at our expense, whether you change your mind or the product has a defect. To initiate this ritual, please contact us at: support@diolata.com. A prepaid shipping label will be sent to you.

Package Preparation & Proof

To ensure the preservation of the product during its return journey, we ask that you use the original shipping box. When dropping off your package, please carefully keep your stamped proof of deposit. It is the essential witness to the proper delivery of your return to our workshops.

Shipping Incidents & Preparation Errors

At DIOLATA, each order is prepared like a ritual. However, if an error has crept into your package or if it arrives damaged:

 

  • Damaged Package: If your precious glass jar or sachet arrives pierced or altered by shipping hazards, we invite you to send us a photograph of the damage within 24 to 48 hours to our contact address: contact@diolata.com. We will immediately proceed with a replacement to not interrupt your sensory journey.
  • Reference Error: If the product received is not what you ordered, do not open it. Contact us immediately at: support@diolata.com.

 

The Routing of Your Return

To ensure secure receipt, the address of our inspection workshops will be communicated to you by our team when we send your prepaid shipping label. Please do not return any package before receiving this confirmation, to ensure perfect traceability of your return.

Refund Time

Once your package is received and after inspection of its seal by our experts, we will proceed with the refund to your original payment method. The amount will include the product price and initial shipping costs (in case of a full order return).

The processing time is 7 to 10 business days, the time necessary for bank flows to confirm the transaction to your account.

Request Template

To facilitate your process, you can copy and complete this template in your email:

 

Subject: Return Request - Order #[Your Order Number]

I wish to exercise my right of withdrawal for the following product:

- Product: [Product Name]

- Reason (optional): [Exchange / Refund / Damaged Product]

- I certify that the product is sealed and has never been opened.

DIOLATA