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FAQ'S

ORDERS / PAYMENTS

When will my pre-order item be shipped?
Each pre-order item comes with an estimated delivery date mentioned in the product description. For specific updates, reach out to us at hello@be-dione.com.

Can I cancel my order?
Once your order is placed, processing begins immediately, so cancellations aren’t possible. For pre-order cancellations, contact our customer care team at hello@be-dione.com.

Can I modify my order?
If you need to make changes, contact us within one hour of placing your order for the best chance of adjustments. Peak periods and weekends may affect modifications.

I haven’t received my order confirmation yet. What should I do?
Check your spam folder first. If you still haven’t received it, email us at hello@be-dione.com with your order details.

Can I pick up my order from your warehouse?
We do not have a retail location; all orders are processed online.

What payment options do you accept?
We accept Amex, Visa, Mastercard, PayPal, AfterPay, Klarna, ZipPay, as well as gift cards and credit notes.

RETURNS / CREDIT NOTES

What’s your Christmas returns policy?
Items purchased between December 1st and 21st have an extended returns period until January 21st of the following year.

How can I return an item?
Ensure items meet our return requirements:

  • Australian Customers: Use our returns portal to submit a return and receive an RMA number.

  • International Customers: Complete the returns form included with your order. Return shipping is at your expense.

Do you offer exchanges?
Yes! Complete the return form included with your order. Exchanges are subject to stock availability and must be of equal or higher value. Lower-value exchanges receive a credit note.

Can I get a refund?
Refunds are available for full-price items only. Sale, promotional, or discounted items are not refundable; exchanges or credit notes may be offered.

How do I get a refund if I paid with AfterPay, Klarna, or ZipPay?
Refunds are processed normally; any future payments are canceled. Check the respective provider for details: AfterPay, ZipPay, Klarna.

What’s your general returns policy?

  • 14-day return window for Australian customers

  • 30-day return window for international customers

  • Sale items are non-returnable; promotional items are eligible for exchanges or credit notes only

  • Items must be returned in original packaging, unused and unwashed

  • Return shipping is at the customer’s expense

DELIVERY / SHIPPING

Has my order been dispatched?
Orders are processed Monday–Friday (excluding public holidays) and typically dispatched within 48 hours.

What happens if I’m not home to sign for my parcel?

  • Australia: “Safe Drop” option available

  • International: Signature required

What if I missed my delivery and it’s being returned to the warehouse?
If returned due to missed delivery, incorrect address, or other reasons, we can resend at your expense.

How can I track my order?
Once dispatched, you’ll receive a confirmation email with tracking details. You can also track via the website chat feature using your order number and email.

Why do I need to pay extra for clearance fees?
Customs duties, taxes, and other fees depend on your country’s regulations and are the customer’s responsibility.

GENERAL INQUIRIES

Can I buy items directly from your warehouse?
No, all orders are processed through our online store only.

I received a faulty item. What should I do?
Email us with images of the damage at hello@be-dione.com. We’ll arrange a return and replacement. Major faults may qualify for a refund, exchange, or credit note.

SECURITY

How is my payment information protected?
We do not collect or store credit card information. All payments are securely processed via trusted third-party platforms.