Refunds & Returns

OUR PRODUCTS

The sheer nature of this natural product and its method of extraction on a block by block basis implies there will never be two pieces of marble of identical colour or appearance.  Each piece of marble quarried will have its very own unique characteristics and extent of natural veining, colour variations (such as markings, lighter or darker areas and patterns), micro-cracks and fissures.  For this reason, the surface appearance and patterns will vary for each and every marble diffuser vessel we create, with veins varying in colour and either covering the entire piece or a very small area of the product.  Any small pores or surface irregularities that may exist are an indication of a genuine, luxury marble product.  These types of variations in marble should be expected given it is a natural product and not a reconstituted man-made material.  This almost guarantees that every single marble diffuser receptacle you order from DL Collections will each be a distinct, one-of-a-kind display piece, adding elegance and uniqueness to your home or business.

Our signature Emperor glass diffusers are hand made by skilled artisans, suggesting that no two pieces will ever be identical. As each glass bottle is individually mouth blown and hand finished, natural characteristics will vary from piece to piece including unique lines, waves, ripples, twists and rim opening. The texture and natural irregularities of each piece gives every diffuser a different touch of artistry.

Our products are fragile and contain fragrances, therefore must always be kept out of reach of children and pets.

RETURNS

Our advanced procedures mean that we are generally very efficient at getting the right goods to our customers.  In the unlikely event that you receive the wrong product, please contact us within 24 hours and we will resend the correct goods. We will arrange and cover the cost of return postage (within Australia only) of the items that were sent to you in error.

DL Collections prides itself on producing luxury, quality products.  We will offer an exchange or refund for items only in the case that the item is deemed damaged or faulty (and not caused by the customer), and we will cover the cost of return postage.  Please email care@delucacollections.com.au within 24 hours.  An exchange will be provided at our discretion in the event that the item:

  • Is faulty (unless caused by the customer)
  • Is incorrectly described
  • Does not match the goods ordered (This does not pertain to marble’s expected variations in surface and appearance including colour variations and its unique qualities as a natural product. This also does not pertain to the expected irregularities of mouth blown Emperor glass bottle diffusers, including texture and rim opening variations as part of this hand-crafted technique.)
  • Is returned to DL Collections within 10 business days.  Returns received after this time will not be eligible for a refund or exchange

For any returns that do not meet the above criteria and are sent back to us at the customers’ cost, we cannot be held liable for goods that do not reach us or are damaged during transit.  When sending any goods back to us we recommend that you insure the parcel and return to us via a courier or Australia Post.

In order to be eligible for an exchange or refund, any damaged or faulty items must be returned to DL Collections and meet the following criteria:

  • The items are in the same condition as they were delivered to you
  • The item has not been damaged by the customer or any further
  • The items are returned within 10 business days of the date you received/signed for the goods on delivery; and
  • The items are in the gift boxes/packaging that they were delivered in and are not damaged
  • The items do not arrive back to us in inappropriate fragile packaging and arrive broken.  We cannot be held liable if any item arrives to us broken.  Please ensure you use the same packaging that the item was sent to you in to avoid breakage during transit. We recommend you also take out insurance with your postage provider to cover you in the event of any damages/breakage.
  • Clearly include your name, delivery address and contact details

Unfortunately we do not provide an exchange or refund for any items delivered overseas.  This includes the customer ordering the wrong product or any other reason that we deem to be at the fault of the customer.

CHANGE OF MIND

Unfortunately, we cannot provide a refund or exchange if you change your mind or order the wrong product.  Please choose items carefully and if you have any queries on a certain item prior to purchase, please email us and we will clarify any details for you.

EXCHANGE POLICY

It is expected that given marble is a natural product, it will have varying qualities or a different surface appearance to those viewed in any images.  We therefore cannot exchange goods for reasons pertaining to the unique qualities of marble.  This may include varying degree and colour of veining, natural yellowing, markings, varying shades of colours and any other typical imperfections of a natural marble product.  DL Collections is unable to control the surface appearance of marble or the unique patterning on any marble diffuser vessel. Similarly, with respect to our Emperor glass bottle diffusers, we cannot control the varying irregularities of mouth blown glass as a hand-made product, including unique and varying lines, waves, ripples, twists and rim opening.  We have tried to indicate the colour of our products as best as possible.  However, the actual colours viewed will vary depending on your monitor, therefore we cannot guarantee that your monitor is displaying any colour accurately.