• Can I modify or cancel my order

You can cancel or modify your order within 30 minutes of placing it, as long as it has not been processed for shipping. Simply log into your account and select "Cancel Order" next to the relevant order.

• What happens if I refuse or miss my delivery?

If a delivery is missed or refused, and the item is returned to us, we will refund the item price, excluding the shipping costs.

• Where is my order?

You can track your order using the tracking number provided in the shipping confirmation email. If you haven't received it, please check your spam folder or contact our support team.

• I received my order, but the products are incorrect or damaged. What should I do?

If your products are incorrect or damaged upon arrival, contact customer service within 48 hours, providing your order number and photos of the products for swift assistance.

• Will I receive an order confirmation?

Yes, an order confirmation email will be sent to you immediately after your purchase, detailing your order information.

• Will I receive email updates on my order status?

Yes, you will receive emails with your order confirmation, shipping updates, and delivery tracking information.

Returns

At DIVAIN, for reasons of health and hygiene protection, we do not accept returns of unsealed products. Therefore, we offer the TRY&BUY service, which gives you the opportunity to try your chosen 100 ml fragrance in a sample format to test the perfume. All purchased 100 ml perfumes include a 2,5 ml sample.

We do not accept returns of the following products:

• SAMPLE SETS
• ACCESSORIES
• SETS
• SAMPLES
• DIVAIN HOME
• DIVAIN CARE
• BODY SPLASH

If you return a product from any of the above categories, no refund will be provided. To request a refund, click on this link, select your order, and request a refund: [Refund Request].

Return Conditions

Customers have 14 calendar days to request a return. Products must be in perfect condition, sealed, and returned in their original packaging. Products that arrive opened or unsealed will not be refunded. The customer takes care of the shipping label and the shipping number has to be provided in the return process.

We reserve the right to refuse the return of products if the company identifies negligent or bad faith behaviour in purchases. This includes, but is not limited to, returning several complete orders or returning more than two consecutive orders. The decision not to accept the return of products will be made after a careful evaluation of the customer's behaviour to protect the integrity of our commercial policies.

When it comes to a gift conditioned on a minimum purchase, and products are returned that cause the final order to fall below the minimum purchase that conditioned the gift, this must also be returned in its original packaging and unopened. If this does not happen, the value of the gift will be deducted from the refund.

The customer has 14 calendar days from the delivery date to request a return. The return shipping cost is £4.95 for packages up to 3 kg, which will be covered by the customer and deducted from the refund amount. Original shipping costs are non-refundable. Products must be in perfect condition, sealed, and returned in their original packaging. Returns that do not come in the original packaging, prepared with double security closure, will not be accepted. Products that arrive open or unsealed will not be refunded unless special authorization is provided by customer service.

Returns for damaged or broken products are not allowed. If your order has suffered damage, contact our customer service within 24 hours after delivery so that your claim can be processed.

Deadlines for Claims:

• Damaged, broken, or tampered products: 24 hours from delivery.

• Orders marked as delivered but not received by the customer: 48 hours from delivery.

• Quality complaints: 5 days from delivery.

We reserve the right to refuse the return of products if the company identifies negligent or bad faith behavior in purchases. This includes but is not limited to returning multiple full orders or more than two consecutive orders. The decision to refuse the return will be made after careful evaluation of the customer's behavior to protect our business integrity.

Refund of Your Return

The refund will be made once the merchandise has arrived at our warehouse and has been inspected by our team. We strive to process refunds quickly and efficiently, ensuring you receive your money back as soon as possible. Depending on the original payment method, the refund may take a few days to reflect in your account.

How to Make a Return

To make a return, follow these steps:

1. Go to [this link] to start the process.

2. Log in and select your order: Once on the page, access your account and select the order from which you want to return one or more products.

3. Choose the products to return: Mark the products you want to return and confirm your selection.

4. Create Your Return Label:
Use your preferred shipping provider to create your return label.

Ensure you use the correct return address:
DIVAIN TEAM LTD
19 The Circle Queen Elysabeth Street
SE1 2JE London

5. Provide Tracking Information:
It is mandatory to provide the tracking number of your return in Aftership or notify us via email.
Without a tracking number, we cannot process your refund, as we will not be able to track your package.

Refund Processing:

Once we receive your return and confirm it meets our conditions, we will process your refund. This may take up to 7 business days from the date we receive your package.

Right of Withdrawal

The customer has a period of 14 calendar days to exercise their right of withdrawal, starting from the date of receipt of the item(s). It is not necessary to indicate a reason for exercising the right of withdrawal. For greater agility in management, we appreciate that the customer follows the procedure detailed above.

divain. guarantees its customers home delivery with signature confirmation. The originating courier agency responsible for transit up to the arrival in the United Kingdom is GLS. Once the order clears customs in the UK, Royal Mail will handle delivery for packages weighing less than 5 kg, while Parcel Force will manage packages over 5 kg. From the moment the customer places an order, they will receive tracking numbers for GLS and the UK local delivery agency via the order preparation confirmation email to track their shipment.

If a customer requests a delivery change with the agency during transit, this will not be subject to a claim, and divain will not be liable for non-delivery, loss, or theft of the order if the customer authorizes the agency to leave it in a specific location (e.g., mailbox, with another person, alternative address, garden, balcony, etc.).

In case the customer wishes to modify the delivery during transit, divain recommends directing the package to a pickup point offered by the courier agency, as this ensures divain can file a claim in the event of non-delivery.

If the agency is unable to deliver the package to the indicated address due to absence or other issues, they will notify the customer via email or SMS, prompting them to schedule the delivery themselves. Additionally, a delivery attempt notice will be left in the mailbox or on the door. If no instructions are provided, the package will be deposited at the nearest post office, where it will be held for up to 10 days. If the customer does not collect the package within this timeframe, the courier agency will return it to our warehouse. Orders returned to our warehouse due to the customer’s failure to collect or multiple failed delivery attempts (more than two) will not qualify for a refund of shipping costs, except in cases of claims, lost orders, or agency errors.

You can track your order via the tracking page on our website under the menu "My Orders" > "Track My Order" at https://divainparfums.co.uk/apps/aftership. Alternatively, you can access the courier agency’s tracking system directly through the link provided in the order preparation confirmation email.

TRANSPORT AGENCIES AND SERVICES

HOME DELIVERY for orders up to 5 KG: GLS & Royal Mail

• GLS: Track your parcel here
• Royal Mail: Track your item here

HOME DELIVERY for orders over 5 KG: GLS & Parcel Force

• GLS: Track your parcel here
• Parcel Force: Track your item here

DELIVERY TIMES

Deliveries to the United Kingdom are made within 3 to 7 working days, depending on the local UK agency handling the delivery:

• GLS & Royal Mail: 3 to 5 working days (orders under 5 kg).
• GLS & Parcel Force: 3 to 7 working days (orders over 5 kg).

If the customer provides incorrect or invalid contact information, neither divain. nor the courier agencies can guarantee delivery within the specified timeframes. Additionally, the customer will not receive tracking updates and will only be able to view the shipment status via the provided tracking link. Delays caused by incorrect contact information are not eligible for claims.

PLEASE REVIEW YOUR CONTACT DETAILS BEFORE CHECKOUT TO ENSURE TIMELY DELIVERY.

DELIVERY AREAS

Deliveries are made to:

• England
• Northern Ireland
• Wales

SHIPPING COSTS

divain. structures shipping costs based on minimum order value segments:

• Can I use more than one discount code?

Only one discount code can be used per order. Discount codes cannot be combined unless otherwise specified.

• How do I apply my discount code?

Enter your discount code during checkout in the “Discount Code” box before completing your order.

• How do I create an account?

To create an account, go to the "Create Account" section on our website and follow the registration steps. Creating an account allows you to track your orders, save shipping information, and view your purchase history.

• What if I forgot my password?

If you forgot your password, use the "Forgot Password?" option on the login page to reset it via email.

• How can I choose the right perfume for me?

Our perfumes are categorized by olfactory families, such as woody, floral, and oriental, helping you choose a fragrance that suits your preferences. You can also browse by popular scents or read customer reviews for guidance.

• What are olfactory families?

Olfactory families categorize scents into groups like fresh, floral, citrus, oriental, or woody. This classification helps you identify the types of fragrances that appeal to you.

• How should I store my perfume

Store your perfume in a cool, dry place away from direct sunlight to maintain its quality and longevity.

• Where can I find the full list of ingredients?

The full list of ingredients for each perfume is available on the product page, ensuring transparency and helping customers with sensitivities or allergies.

• What is the shelf life of your perfumes?

Our perfumes typically last up to 36 months when stored correctly, away from light and heat.

• What payment methods do you accept?

We accept credit and debit cards, Klarna, and Revolut. You can also pay with Apple pay, Google Pay and PayPal.

• Is it safe to order online?

Yes, our website uses SSL encryption to protect your payment and personal information.

• What is the DIVAIN Club?

The DIVAIN Club is a loyalty program that allows you to earn points with every purchase and action taken on the website, which can be redeemed for discounts and rewards.

• How do I earn points?

You can earn points by making purchases, creating an account and following us on social media.

• What can I do with points?

Points can be redeemed for discounts on future purchases, with specific rewards available depending on your point balance.

• How do I sign up for the DIVAIN Club?

Create an account on the DIVAIN website to start earning points immediately.

• How do I check my points?

Log into your account and go to https://divainparfums.co.uk/pages/yotpo-club-divain view your current point balance.

• Do points expire?

Yes, points expire after 12 months of inactivity.