Frequently asked questions

Do Diego dalla Palma products contain nickel or other heavy metals?
Heavy metals (nickel, lead, mercury, arsenic, cobalt, chromium) are substances whose voluntary inclusion in cosmetic products is prohibited by Regulation (EC) 1223/2009 of 2009. However, since these are ubiquitous substances and are widely dispersed in the environment, it is impossible to completely exclude impurities in cosmetics (whereas impurities are usually in the order of ppm or less, where 1 ppm - or parts per million - is equivalent to 0.0001%). The same Regulation on cosmetics prohibits their voluntary inclusion, but tolerates "the presence of a small quantity provided that such presence is technically unavoidable". That said, in order to avoid or minimise accidental contamination by heavy metals, Diego dalla Palma carefully selects the raw materials based on their degree of purity and strictly controls the production process. Diego dalla Palma also adds substances in their products during the formulation stage capable of retaining accidental impurities of heavy metals in order not to release them on the skin and monitors with specific tests the possible presence of impurities in its products in order to ensure levels below the critical threshold that may trigger allergic reactions in susceptible people, as set out by the various guidelines.

Are Diego dalla Palma products tested on animals?
In compliance with the existing European legislation on cosmetic products, which prohibits animal testing for this category, the cosmetic products of Diego dalla Palma are not tested on animals. Diego dalla Palma also declares that, even before the entry into force of this ban, the company had never tested, nor contracted to third parties tests on animals relating to its cosmetics, neither as finished products, nor as prototypes of the finished products, nor as their raw materials, whether as individual components or in mixtures.

Does the formula of Diego dalla Palma nail polishes contain phthalates?
Diego dalla Palma nail polishes have a “5 free” formula: they do not contain phthalates (DIBUTYL PHTHALATE or DBP), formaldehyde and/or its resins, toluene and camphor.

What have you implemented to embrace eco-sustainability?
Diego dalla Palma Milano has long been committed to a company policy of sustainable development, eco-efficiency and eco-compatibility, aimed at the continuous improvement of production standards and at raising the awareness of all staff in terms of environmental protection. In particular, since 2013 the company has adhered to the "Responsible Care" programme aimed at the Chemical Industry - which includes the cosmetic industry. The “Responsible Care” programma is dedicated to promoting Sustainable Development, according to values and behaviours oriented towards Safety, Health, Environmental Protection and committed to communicating the results, within a framework of continuous improvement of the performances

We have been committed for years to making more responsible choices related to the purchases and the management of the flows, through the conscious use of water, energy from renewable sources, raw materials and more eco-compatible materials, coming from traceable crops, responsible management, fair trade, which respect the local populations and the biodiversity of the harvesting locations. We want to carefully select our labour suppliers, favouring those committed to the re-employment of disadvantaged people.

In general, starting from the production process, we prefer to use raw materials that come from safe crops, we opt for vegetable oils and natural active ingredients certified according to recognised international standards, we avoid the use of natural substances that come from endangered species, we minimise the use of harmful chemicals and we prefer the use of energy from renewable sources such as solar energy.

Is your packaging sustainable and recyclable?
The company is strongly committed to choosing packaging that does not affect the protection of natural ecosystems.

IThe packaging components and the paper are chosen based on their environmental and social quality or their origin from a responsible management of the sources. Specifically, the paper used for the packaging of our products and for our paper advertising materials has the FSC (Forest Stewardship Council) certification.

We are also working to decrease the weight and volume of our products, preferring boxes without internal materials and lighter primary packaging. We have reduced the number of products that need to be rinsed in the shower and we study, day after day, new textures that are easy to remove.

Why doesn't the page go forward when I enter my personal data?
You have probably forgotten a required field or entered incorrect information. You will find the field that needs to be corrected marked in red. If you have any other problems, please contact our customer service.

What is the Wishlist?
The Wishlist is a service that works as a reminder by allowing you to select the products you like the most. In this way, you will be able to access the desired product page with a simple click without having to search for it every time. Having a product in the Wishlist does not imply an obligation to purchase and does not guarantee that the price will remain unchanged over time.

Are my personal data protected by law?
Yes, we absolutely respect your privacy. You can access your profile at any time and change your data and permissions. You can consult the privacy policy on this page.

I don't have an e-mail address. Can I register anyway?
An e-mail address is required. If you don't have one, you can create it on one of the many providers that offer a free e-mail address.

How can I change my personal data?
Log into your account clicking here to change your data: name, shipping address, billing address, etc.

I forgot my password, what can I do?
No worries! You can request to reset the old password and create a new one, which will be sent to you by email. Click here to reset your password

How do I know if a product is immediately available?
If a product is available to buy, it means it is available in our warehouses. If it is not available, the product will not be available to buy, but you can be notified as soon as the product is back in stock.

Can I place an order by phone/fax/e-mail?
Unfortunately it is not possible to place orders by phone, e-mail or fax. If you need help with any step, you can contact our customer service by clicking here, otherwise we invite you to go to the nearest store.

How can I cancel an order?
You can request to cancel an order by contacting our customer service and specifying the order number. If the package has not already been handed over to the courier when you place the request, the order will be cancelled and we will proceed with the refund. If the package has already been handed over to the courier, we will no longer be able to cancel it and you can possibly make a return according to the conditions specified on this page.

Is there a minimum online purchase requirement?
Yes, the minimum amount to place an order is €10. For orders over € 50 shipping is free.

How can I pay?
We accept the most common credit cards: VISA, MASTERCARD, MAESTRO, AMERICAN EXPRESS. Payment via PayPal is accepted. Apple Pay and Google Pay express payment methods are also available.

Are Internet orders safe?

All information relating to your order, your personal data and your credit card is strictly protected. We adopt the most advanced standards in data transfer and access to information. For payments by credit card, the financial information (card number, expiry date, etc.) is under no circumstances kept.

How does Scalapay work?
Scalapay is an innovative payment method that allows customers to buy from online stores, receive the products immediately and pay in 3 convenient equal installments with a monthly deadline.

The service has no additional charges for the customer if installments are paid by the due date.
At the time of purchase, the first instalment will be charged immediately (equal to one third of purchase total value). The next 2 installments will be charged monthly.

How much do you charge for shipping?
For shipping to Italy, a fixed amount of € 5 (including VAT) will be charged; 10 euros (including VAT) will be charged for shipping to other countries. For orders over € 50 shipping is free.

When will I receive my order and how can I track the shipment?
Your order will usually be handed over to the courier within 1 working day from the date of confirmation. You will then receive an email with the information to track your shipment.

What happens if I am not at home at the time of delivery?
The courier will make a second delivery attempt approximately the following working day. If the second attempt is also unsuccessful, your order will go in storage at the local courier office pending further instructions from the shipper. You will then be contacted by our customer service to reschedule the delivery.

Why haven't I received my order yet?
If you have problems with the delivery of your order please contact customer service.

Is it possible to ship abroad?
Yes, we can ship to many countries. It is currently NOT possible to ship to the United States. You can see the list of countries where we ship on this page.

Is it possible to have the order delivered to a Diego dalla Palma store?
We are sorry, this is currently not possible.

How long do I have to inspect the goods and return them?
To have the right to return, contact our customer service within 10 working days from the date of delivery of the product. All information on returns is available by clicking here.

I received a faulty product through my online order. Can I return it?
We are constantly working to offering safe and qualitatively perfect products. If the product you have received has defects, do not hesitate to contact our customer service, specifying the article code found on the order confirmation, the type of defect and attaching a photo showing the problem (if possible).

The product I received is different from the one I ordered. What can I do?
If there has been a mistake, please contact our customer service specifying the order number, the desired product, the product you actually received, attaching a photo (if possible).

I want to return one or more products from my order, what should I do?
You must contact our customer service within 10 working days from the day you received the order. All information on returns is available by clicking here..

Is it possible to exchange a product purchased online directly in stores?
We are sorry, but that is not possible. If you want to exchange a product purchased online, you must contact our customer service within 10 days: tall information on returns is available by clicking here.

I would like to receive samples at home. Is it possible?
The samples can be added to every online purchase on the shopping cart page and will be delivered after checking their availability. It is not possible to request free samples online without purchasing one or more products.

How many free samples do I have the right to?
Depending on the amount of your order you can add:

• 2 samples for purchases up to 39€
• 3 samples for purchases up to 59€
• 4 samples for purchases up to 79€
• 5 samples for purchases over 79€

Alternatively, you can go to one of our stores to try the products. Find the complete list by clicking here.

How can I receive free products?
Free products will be automatically recommended to you on the shopping cart page based on the currently existing promotions.

I would like to get a preview of all your news and promotions, what can I do?
Subscribe to our newsletter! You will stay up to date on all the news, promotions and exclusive offers from Diego dalla Palma.

Is it possible to buy and book makeup sessions online?
You can buy the makeup sessions by clicking here. Customised online advice will also be available at certain times of the year.

Is it possible to buy a Diego dalla Palma gift card?
Of course, you can buy Diego dalla Palma Gift Cards here.

How can I use the gift card?
Using our gift card is simple: After the purchase you will receive a code, add the products you want to the cart, there you will find a field. Enter the code of your gift card, which will be deducted from the total.

Do your gift cards expire?
Diego dalla Palma Gift Cards can be used exclusively online on our official store and are valid for 1 year from the purchase.