Frequently Asked Questions

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FAQ

Sizing

What size should I buy?

If you’re not quite sure which size is right for you, have a look in the product description. You will see the fit, measurements and sizing recommendations for your fit type there.

If you are a Non-UK customer remember to convert your size on our size chart

I have wide calves will the boots fit?

Wide calves? We've got you.

We have a Custom Calf boots service and a selection of spacious fitting boots too!

Firstly, we recommend that you measure your calf circumference before ordering. You can then check our product descriptions to see which styles will be suitable for your measurement or whether you are going to need custom boots or a pair from our Curve Collection.

A heads up! our ankle boots fit small and wide calves as they sit below the calves

I have wide feet & wide calves will the boots fit?

Wide calves and feet? We've got you.

We have a Custom Calf boots service, a selection of spacious fitting boots and a Curve collection!

Firstly, we recommend that you measure your calf circumference before ordering. You can then check our product descriptions to see which styles will be suitable for your measurement or whether you are going to need custom boots or a pair from our Curve Collection.

For a wider foot fit we recommend a full size up in all of our Custom boots or you can choose a pair from our Curve collection which are ready made extra wide. But, if you just prefer extra space then the Spacious collection will be best suited

A heads up! our ankle boots fit small and wide calves as they sit below the calves but remember to size up for more space around the feet

I have small calves will the boots fit?

Firstly, we recommend you measure your calf circumference. Then you can check each of the styles descriptions to see whether the measurement and fit will be suitable for you. There is also sizing recommendations on there too!

Can I see photos of the boots being worn?

Yes of course! We have a bunch of them over at Dia.studios Instagram

Customer service

I have emailed & not received a reply?

Please first check your junk mail

All messages are replied to Monday-Friday (excluding weekends & bank holidays)

Can I speak to a real person?

Luckily for you, yes you can!

All of our customer service is done by one person as we are a small business, so please remember to be considerate as it is another person on the other side of the screen

For all order enquires please email info@diastudios.co.uk and we will respond Monday-Friday. If you haven't received an email back in 48hrs please check your junk mail.

How can I contact you?

For all order enquires please email info@diastudios.co.uk

If you haven't received a response with 2 working days please remember to check your junk mail before emailing again

Can I cancel?

We pack our orders fast, so please get in touch ASAP if you'd like to cancel your order.

If it hasn't been packed or shipped yet, we'll be able to cancel and refund you the full amount. Please contact info@diastudios.co.uk with your order number and wait upto 2 working days for a response. Please do not double message.

Please note: we cannot guarantee modifications before dispatch

Ordering

I have placed an order but not received a confirmation email?

First, check your junk mail.

If your order confirmation hasn't been emailed with 24hrs of ordering contact us at info@diastudios.co.uk

I have been charged but not received order confirmation?

Don’t worry, this is usually because your billing address did not match the address your card is registered to, so it doesn’t process the payment as a safety precaution 


The payment is always reimbursed (usually within 72 hours) because it was never processed so it bounces (you can also confirm this with your bank)


In future to avoid this make sure the billing address you input is the same address your card is registered to, or use PayPal and this won’t happen

Have you got any reviews?

Of course we do, have a nosey...

All reviews

I can't find the 'order note' box to leave my custom sizing or gift note message?

The 'order note' box is available inside your basket

What if the item I want is out of stock?

The majority of styles we restock monthly but some are one time gems that won't restock.

But if you need a particular size / style that has not been available for a while email info@diastudios.co.uk and we shall inform you of the next restock

Returns & Exchanges

What is your return policy?

Click here for our full Return Policy

Do I have to pay for my return?

Yes, customers are responsible for their returns.

All return instructions will be emailed to you, upon applying for a return. So please read them carefully to ensure a smooth return process

Full return policy

I have returned my item but not received my refund yet?

Firstly, check your junk mail

Please, allow 7 business days for us to inspect your return and refund. If you have not received a refund confirmation or update within this time you can email us

I have returned my item for an exchange but not had an update?

Firstly, check your junk mail

Please, allow 7 business days for us to inspect your return and process the exchange. If you have not received an update about your exchange within this time you can email us

My return has been retained / held at the depot?

If your return tracking says retained or held at the depot, don't worry, your return has arrived at our depot ready for us to collect and process for you

We collect our return packages from our PO Box twice a week and an update about your return will be sent within 7 working days of the package arriving at the depot.

I am an International (Non-UK) customer. How can I return?

Follow the below instructions….

1. Fill in the details on the leaflet inside the parcel including your: 

Order number & Order name, whether you wish to exchange and your return reason. (If this information is not included we will be unable to process your return.)

2. Email: returns@diastudios.co.uk requesting a return (Always check your junk folder for email replies) The return information will be sent to you within 1 WORKING DAY

Our full return policy

Can I drop off my return?

Unfortunately not, all returns must be posted back to us following our Return instructions carefully

Shipping & Delivery

What are your delivery options?

Here is all of our Delivery options, you can also see these when you checkout

I made a Custom Calf order but I have not received my tracking yet?

For Custom calf orders (19-25 business days) your shipping confirmation along with tracking will be emailed over closer to your delivery date as these items are made to order and then shipped. So you have to be patient with these beauties!

My tracking has not updated for over 48hrs?

If you have made a Custom Calf order or you are an International customer your tracking will begin updating closer to your estimated delivery time, once they are scanned into the couriers system or if international once they have passed through customs

If your item does not arrive within you estimated delivery period then you can email for an update

I haven't received any tracking or shipping confirmation?

Firstly, please check your junk mail...

We usually post within 24hrs of receiving your order Monday-Friday.

But always allow one business day for fulfilment of your order as we are a small business. If you haven't received shipping details within 48hrs we may email you an update about your order or you can email us for an update

For Custom calf orders (19-25 business days) & International standard shipping (15-18 business days) your shipping confirmation along with tracking will be emailed over closer to your delivery date as these items are made to order and then shipped. So you have to be patient with these beauties!

Do you ship worldwide?

Yes, we ship all over the world. You can choose your delivery time at checkout.

Please be aware customs tax may apply this is usually on orders made with 'Express' delivery methods

I am an International (Non-UK) customer & I have not received my tracking yet?

For orders made with International standard shipping (15-18 business days) as your delivery method, your shipping confirmation along with tracking will be emailed over closer to your delivery date as these items are made to order and then shipped. So you have to be patient with these beauties!

Can I collect?

Unfortunately not, however we have lots of speedy express options at checkout!

Get in touch

Have questions about your order, or a general enquiry?

Email: info@diastudios.co.uk