Refund policy
Last Updated: November 2026
At Dil Fistan, we take great care in preparing, inspecting and packaging every order. We want our customers to feel confident when shopping with us and encourage everyone to carefully review our return policy before placing an order.
1. Return Period
Customers have a 14-day statutory right of withdrawal from the date of receiving their order, where applicable under consumer protection law.
Within this period, customers may request a monetary refund or voluntarily choose a Dil Fistan gift card instead.
In addition, we may offer a voluntary return or exchange service for eligible products within 7 days of delivery, subject to the conditions outlined below.
Our voluntary return conditions do not restrict or replace any applicable statutory consumer rights.
2. Return Conditions
To ensure a smooth return process, we kindly ask that:
Items are returned unworn, unused, clean and in their original condition.
- Original tags and labels remain attached whenever possible.
- Items are returned in their original packaging whenever possible.
- Garments are free from perfume, makeup, stains, odors or signs of excessive wear.
- Proof of purchase or an order number is provided.
Customers may try on garments as reasonably necessary to assess their fit, appearance and characteristics.
If an item has been handled beyond what is necessary for this purpose and has consequently lost value, an appropriate deduction may apply where permitted by law.
Missing original packaging or detached tags do not automatically invalidate a statutory right of withdrawal.
3. How to Start a Return
To request a return or exchange:
- Contact us at dil.fistan@gmail.com, preferably including your order number and the items you wish to return.
- Our team will provide the relevant return instructions.
- Carefully package your items and send them to our return address.
Return Address
Dil Fistan
Zeughausstraße 2
59872 Meschede
Germany
Important Information
- Customers are responsible for direct return shipping costs where legally permitted and properly disclosed before purchase.
- We strongly recommend using a tracked shipping service.
- Please retain your shipping receipt until your return has been processed.
- Items should be securely packaged to prevent damage during transportation.
- Prior approval is not required to exercise a statutory right of withdrawal.
4. Multiple-Item Returns & Restocking Fees
Each returned garment requires individual inspection, quality control, repackaging and restocking.
For this reason, the following conditions apply to our voluntary return service outside statutory withdrawal rights:
- 1–3 clothing items: No additional restocking fee.
- 4 or more clothing items: A restocking fee of 10% of the purchase price of the voluntarily returned clothing items applies.
The fee is calculated based on the total purchase price of the eligible returned clothing items, excluding shipping costs.
Any applicable restocking fee must be clearly agreed with the customer before the voluntary return is accepted.
No handling or restocking fees will be charged for returns made under a valid statutory right of withdrawal or for the exercise of statutory rights relating to defective goods.
We encourage customers to contact our team for sizing assistance before ordering multiple garments.
5. Accessories – Return Restrictions
Due to hygiene considerations, the delicate nature of certain accessories and the difficulty of verifying whether they have been worn or used, accessories are excluded from our voluntary return and exchange service.
This includes:
- Hair accessories and hair ornaments
- Belts and decorative waist accessories
- Scarves, shawls and head coverings
- Vests and decorative costume accessories
- Jewelry
- Other fashion and decorative accessories
Please carefully review product descriptions, photographs and measurements before purchasing accessories.
This restriction does not affect any applicable statutory right of withdrawal or other mandatory consumer rights.
6. International Returns – Non-EU Countries
Dil Fistan does not offer voluntary returns or exchanges for orders delivered outside the European Union (EU).
This includes, but is not limited to:
- Switzerland
- Norway
- United Kingdom
- United States
- Canada
- Australia
- Other non-EU countries
International returns may involve additional customs procedures, import duties, shipping delays and administrative costs.
We strongly recommend that customers ordering from outside the EU carefully review product measurements, colors, fabrics and descriptions before purchasing.
Where statutory withdrawal rights or other mandatory consumer protections apply, these rights remain unaffected.
For international returns that must be accepted under applicable law, customers are responsible for return shipping costs and customs formalities where legally permitted.
7. AI-Generated Images & Product Representation
At Dil Fistan, some product images may be created, enhanced or digitally edited using artificial intelligence (AI) for illustrative and presentation purposes.
Please note that slight visual differences may occur between the images displayed on our website and the actual products.
These differences may include:
- Color tones and lighting
- Fabric appearance and texture
- Embroidery and decorative details
- The positioning or appearance of embellishments
- The way a garment fits, falls or drapes
AI-generated or digitally enhanced images are intended to help customers visualize our designs and may not represent every detail of the physical product with complete accuracy.
We strongly encourage customers to contact us before placing an order if they have any questions about a product's appearance, color, fabric, sizing or decorative details.
Our team will be happy to provide additional information or real product photographs where available.
Minor visual differences caused by lighting, screen settings or digital presentation do not automatically constitute a product defect.
Our Return & Refund Policy applies equally to products displayed using AI-generated or AI-enhanced images.
This notice does not restrict statutory withdrawal rights or rights concerning products that materially differ from their description or agreed characteristics.
8. Exchanges
If you would like to exchange an eligible item for another size, color or design, please contact us at dil.fistan@gmail.com.
Please include your order number and the product you would like to receive instead.
Voluntary exchanges are subject to product availability and our exchange conditions.
If there is a price difference:
- If the replacement item is less expensive, the difference may be issued as store credit or a gift card, where agreed.
- If the replacement item is more expensive, an additional payment will be required.
Exchanges do not restrict statutory withdrawal or warranty rights.
9. Sale Items, Custom Orders & Exceptions
The following products are generally excluded from our voluntary return and exchange service:
- Sale and discounted items
- Personalized or individually customized products
- Accessories
- Gift cards
For eligible sale items, Dil Fistan may voluntarily offer store credit within 7 days of delivery, subject to the agreed conditions.
Please note that standard-size garments, including those produced after an order is placed, are not automatically considered individually customized products.
Statutory withdrawal rights remain applicable unless a legally recognized exception applies.
10. Damaged, Defective or Incorrect Items
Please inspect your order upon delivery.
If you receive an incorrect, damaged or defective item, contact us at dil.fistan@gmail.com as soon as possible.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the affected item, if available
Our team will review your request and assist you in finding an appropriate solution in accordance with applicable consumer law.
Your statutory rights concerning defective or incorrectly delivered goods remain unaffected.
11. Refunds & Store Credit
Once we have received and inspected your returned items, we will notify you regarding the status of your return.
Returns Within 14 Days
For eligible returns under the statutory 14-day right of withdrawal, customers may choose between:
- Monetary Refund: A refund to the original payment method.
- Gift Card: Store credit in the form of a Dil Fistan gift card, which can be used toward future purchases.
The choice of a gift card is entirely voluntary. Customers are always entitled to a monetary refund where required by law.
Original standard delivery charges will be refunded where legally required. Additional costs for premium delivery options may be excluded.
Refunds will be processed within the legally required period, generally within 14 days of receiving the withdrawal notice.
Where permitted by law, we may withhold reimbursement until we have received the returned goods or proof that they have been shipped.
Voluntary Returns
For returns voluntarily accepted outside statutory withdrawal rights, Dil Fistan may offer store credit or a gift card instead of a monetary refund, subject to the agreed conditions.
Any applicable voluntary restocking fees will be deducted from the store credit amount.
We aim to process voluntary returns within 10 business days after receiving and inspecting the returned items.
If you have any questions about your refund or gift card, please contact us at dil.fistan@gmail.com.
12. Customer Assistance
We understand that selecting the perfect garment can sometimes be difficult, especially when shopping for special occasions.
Our team is happy to assist you with:
- Choosing the correct size
- Understanding garment measurements
- Questions about fabrics, colors and embroidery
- Requests for additional product information´
- Questions about AI-generated product images
- Styling and accessory recommendations
We encourage customers to contact us before purchasing if they are uncertain about any product details.
Email: dil.fistan@gmail.com
Thank you for shopping with Dil Fistan. We appreciate your trust, understanding and support.