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Warranty

Warranty

1) Warranty period

One year from the date of purchase.

2) Warranty coverage

In the event that you find a defect in the material or workmanship with regular use, we will refund or repair the product at no cost, in accordance with the type of defect.
We will base our decisions on the defect criteria determined from the DIANA Co., Ltd. Quality Regulations that are used when manufacturing DIANA products.
If a decision cannot be made on the spot, the product may be kept by the shop temporarily.

3) Warranty procedure

Bring the product with its warranty and receipt to the shop.

4) The warranty does not apply (fee-based repair, etc.) in the following cases even during the warranty period.

- Products that have been repaired by other companies.

- Products with scratches, spots, or other changes in appearance caused by use or storage.

- Replacement because of wear or damage to consumables.

- Please consult us regarding products in other conditions.

5) In the event of a defect in a DIANA product purchased online,please contact the website where you made your purchase.

After confirming the purchase with the website, we will provide the same warranty as for products purchased at DIANA shops.
(This excludes products purchased from auctions or other secondary dealers and products purchased at non-official websites that are not affiliated with DIANA.)

Repairs

We can repair accessories and consumables of DIANA products.

For questions about which parts can be repaired at a time and cost required for repair, please consult a DIANA shop or see the "Repairs(Japanese)" section in the User Guide on the website. 

Repair requests may not be accepted for products purchased more than a year prior, products in certain conditions, products repaired by other companies, or products purchased through secondary dealers that are not affiliated with DIANA.

Please note that repairs by other companies often reduce the strength of the product and result in damage to the product.

We cannot determine reduced strength from physical.

We may not be able to further repair products that have previously been repaired by other companies as we cannot guarantee the safety of the product during use. Your understanding is appreciated.

Shoe adjustment

DIANA shoes are made of leather. If you find discomfort when wearing the shoes, we will adjust the fit for you.

Please have the fit adjusted at a DIANA shop.

Details about adjustment are provided in the "Shoe adjustment by type of concern" section in the User Guide.

Requests from DIANA

  • ・The natural leather used in DIANA products offers excellent breathability, moisture absorbency, and comfort, and a great fit.
    However, it also readily absorbs moisture from rain and oil from sweat and may fade or develop spots.
    Be careful when wearing them with brightly colored clothing.
  • ・Shoes are considered consumables and not durable goods.
    Materials that have come into popular use for reducing the weight of the product may degrade over time with long-term storage.
    It is best to avoid storing them for a long time.
    When wearing shoes that have been stored for a long time, make sure the soles are not peeling or cracked.

Degradation over time

Elastic, polyurethane, glue, and other chemical products may degrade over time from the date of production and may become brittle or discolored.

FAQ about warranties

Warranties for DIANA products

Q.I lost my warranty.
A.We can fulfill requests after confirming your purchase history records.
Q. I purchased the product before the warranty was made.
A.We will offer the same warranty after confirming your purchase history records.

Repairs※Details are also provided in the "Repairs" section on this website

Q.Can you repair shoes?
A.We can repair accessories and consumables of DIANA products.
For questions about which parts can be repaired and a time and cost required for repair, please consult a DIANA shop or see the "Repairs" section in the User Guide on the website.
Q.The decorations have come off.
A.We can repair accessories and consumables of DIANA products. Please bring both shoes to a DIANA shop.
Q. I lost the straps.
A.We can repair accessories and consumables of DIANA products. Please bring both shoes to a DIANA shop.
Q.The stitching is coming out.
A.Please bring both shoes to a DIANA shop. We will inspect the shoes to determine the best method of action.
Q.The leather on the heel is peeling off.
A.We can repair consumables of DIANA products. Please bring both shoes to a DIANA shop.
Note that we cannot repair heels that are damaged.We will provide assistance after inspecting the shoes at the shop.
Q.I do not know if the product can be repaired from information on this website.
A.Please bring both shoes to a DIANA shop. We will inspect the shoes to determine the best method of action.
Q.I cannot visit a DIANA shop.
A.Please contact the shop about sending the product by post.
(Please note that the fees for shipping and payment are borne by the customer.)

Adjustment※Details are also provided in the "Shoe adjustment by type of concern" section.

Q.My shoes are too loose.
A.We can adjust the shoes by inspecting the fit. Please bring both shoes to a DIANA shop.
Q.My shoes are too tight.
A.We can adjust the shoes by inspecting the fit. Please bring both shoes to a DIANA shop.
Q.My shoes give me blisters.
A.We can adjust the shoes by inspecting the fit. Please bring both shoes to a DIANA shop.

Other questions

Q.My shoes fit well in the morning but are too tight at night.
A.Your foot size may change due to swelling. Swelling differs with each individual.
You can adjust the fit yourself by choosing a size that fits your feet at their largest and using a removable insert at times when your feet are smaller.
Q.Shoes that I tried on with stockings are too tight when worn with tights.
A.The fit of the shoes varies with your legwear (for example, stockings, tights, or bare feet). Please try them on with the legwear you are planning to use.
Q.The shoes slip.
A.The shoes are designed to be less prone to slipping with friction between the material of the soles and the surface on which you are walking, but too much friction may cause you to trip and fall.
They may therefore slip more easily on certain types of surfaces (such as polished marble floors).Also, any surface you are walking on will become more slippery when wet. Be extra careful when walking on wet surfaces.
DIANA inspects products according to JIS regulations as needed.
Q.The soles of my shoes are becoming worn and coming off.
A.Materials that have come into popular use for reducing the weight of the product may degrade over time with long-term storage.Sometimes the shoes can be repaired, and sometimes they have reached their lifespan. We will inspect the shoes at a DIANA shop.
Q.The shoes make noise when I walk.
A.The shoes may make a noise when air is released from them due to the movement of your feet when walking.If the noise does not disappear after extensive wear, please bring them to a DIANA shop.
Q.The shoes discolor my stockings.
A.The color may transfer from the natural leather used in the shoes.We can takes measures to prevent the color from transferring after examining the shoes at the shop.
Q.Can I return shoes I have not worn yet?
A.DIANA fulfills requests to return products that have not been used and are not scratched on the soles within 1 month of purchase.Bring them to the shop where you made your purchase along with your receipt. The shoes will be inspected first.
If you purchased them by credit card, bring your credit card and the receipt.
Because of device constraints, refunds can only be made to credit cards at the shop where the purchase was made.

*If your question is not answered by this FAQ, please consult a DIANA shop or submit an inquiry using the inquiry form.

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