FAQs

Here you will find our most frequently asked questions. If there’s anything we haven’t answered please feel free reach out: 

 

contact us page chat with us.

How is Diane Bergeron Pronounced?

French

English

All physical products must be purchased in the currency of the country the items are being shipped to:

Australia (AUD)

United States (USD)

New Zealand (NZD)

Canada (CAD)

Europe (EUR)

United Kingdom (GBP)

Please make sure to verify your currency* before you check out. Orders that do not comply will be refunded and a new order will need to be generated.

*Use the currency menu at the top or bottom of this site if you need to make a change

Ordering

To use the discount code you have to enter it into the checkout of your order. After you have finished shopping, click on your shopping bag. Underneath the items added is a “Discount Code” input. Enter your Code into this section and Click Apply. The discount will then be applied to your order and can be finished as usual.

Please Note: Promotional / Discount codes can only be used once and cannot be combined with any other discount or promotion.

To protect your security, we only accept orders online. To place an order please use the shopping cart on our website – our friendly staff will be happy to help you out using the live chat feature.

Your tracking information will be emailed to you as soon as your order leaves our facility; we recommend keeping an eye on your spam folder as well as your inbox since a lot business emails are directed there automatically!

All confirmation emails are sent from orders@dianebergeron.com. Please contact us by email with your full name and order number and we will confirm your order.

You may cancel your order up until your order has begun being processed. To cancel your order please get in touch with us as soon as possible.

Contact our Customer Services team, providing your order number, name, home address, details of the order and, where available, your phone number and email address.

Shipping

We understand the need to get your order to you as quickly and safely as possible. All orders (excluding samples) are sent with tracking, so you can keep an eye on them the whole way. Please note that made to order items will take a little to produce, so please allow us 14-21 days for us to craft your monogrammed items and 4-5 days for wallpapers. All other in-stock items generally ship within 1-3 business days. Please contact us to enquire about stock levels, if you have any special shipping requests or need further information.

We ship duty and tax free to the following countries:
New Zealand
United States of America

If you are not shipping to one of the countries listed above you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival.

Australia, New Zealand, United States, Canada, Europe and the UK.
Please check our shipping policy page for more information

Yes, we require proof of delivery for all orders. This is to ensure the safe arrival of your purchase. We will not authorise a parcel be delivered without a signature.

Please note that we cannot ship orders to PO Boxes or parcel lockers. If you include one of these in your shipping address, your order may be delayed until you provide us with a valid residential or business address.

Once your order is confirmed by email it is processed by our warehouse and despatch department. The items are hand picked and enclosed safely in a box. Once ready and collected for dispatch, you will receive a shipping confirmation email with your tracking number and freight forwarder.

If you receive an incorrect item on your order, please contact our Customer Service Department straight away and we will arrange for the correct item to be sent to you. We will also arrange or reimburse for return postage of the incorrect item.

For Courier Service deliveries: If you have not given authority to leave at your address and you are not present at the time of delivery, you will need to contact the courier service to arrange a redelivery. If you miss the 2nd delivery attempt your item will be returned to the courier depo for your collection or you can arrange a 3rd delivery attempt – at your own cost. Please contact support@dianebergeron.com if you have any queries on this.

Returns

We always strive to have your goods delivered in perfect condition, if you do receive a faulty or damaged item please contact us at Diane Bergeron Support and we will try to put this right as quickly as possible.

All faulty or damaged goods need to be reported to us within 14 days.

Please note terms of exchanges are covered in our
Refund Policy

Once we have received and processed your return, we will ship the replacement item to you.

We want you to be completely satisfied with your purchase. In the unlikely event one of our products does not meet your expectations, we will be happy to offer you a replacement, refund or exchange. It is of the upmost importance to Diane Bergeron Design to deal with your concerns quickly, efficiently and fairly and be completely transparent in everything we do.

Please refer to our Refund Policy for more information.

All refunds will be processed to the same method of payment used when placing your order. Please be aware that processing time can vary between different financial institutions and usually takes between 2 – 14 business days for the refund to reach your account. Your refund will exclude any shipping costs, import duties and taxes.

For all return enquiries please refer to our Refund Policy