Help center

Log in with your email at divainparfums.comdivainparfums.co.ukdivainparfums.codivainparfums.mx (or in the app) and you'll have:

• Orders: status of each order, carrier, tracking number, and invoice.
• Orders → Cancel order: as long as the order is not prepared.
• Orders → Request a return: choose the items and receive the label by email.
• Returns: not through the account. They are done on the returns portal with your order number and postcode.
• Account menu → Problem with my order: report an issue with photos, track its status, and modify it if needed.
• Your addresses, data, wishlist, and communication preferences.

If you purchased as a guest, log in with the same email from the order and it will appear automatically.

1. Click Log in at the top of the website (or open the app).
2. Enter your email: we send you a one-time code. No passwords to remember.
3. Use the same email you used for your orders to see them all.

Didn't receive the code? Check spam and promotions and make sure the email is exactly the one from the order.

Almost always, the order was made with another email (a letter changed, work email, your partner's…). Check the confirmation email: the address it was sent to is the order's email.

If it's yours but you can't log in with that email, write to us at divain@divainparfums.comdivain@divainparfums.comdivain@divainparfums.codivain@divainparfums.com with the order number and the full name of the buyer and we'll link it to your account.

The section of your account where you open and track issues: broken or defective product, something missing, received another item, order not appearing or marked as delivered without being in your possession.

Each issue has a number (DV12345), a visible status at all times, and can be expanded or corrected from the same place. We reply by email within 24 working hours.

• Received: we have it and will review it shortly.
• In process: our team is working on it.
• Awaiting your response: we need something from you; check your email.
• Awaiting carrier response: claim opened with the carrier; we await their response.
• Resolved: closed. If the issue persists, open a new one.

When it leaves the warehouse, you receive an email with the tracking link. And you always have it in Account → Orders: open the order and you'll see the carrier, tracking number, and status.

If the tracking hasn't moved for days, open an issue in Account → Problem with my order ("Tracking not updating") and we'll claim it with the agency.

1. As long as the order is not prepared, you can cancel it yourself in Account menu → Orders → Cancel order. Full and automatic refund.
2. Want to remove just one product? In the same order, Cancel an item: choose which one and the amount will be refunded to your payment method; the rest of the order continues.
3. If you no longer see the buttons, the order is being prepared and can no longer be cancelled.
4. If it's already on its way, request the return from your account upon receipt (14 days).If it's already on its way, request the return on the returns portal upon receipt (14 days).If it's already on its way, it cannot be cancelled: sales are final.

Yes, as long as the order is not prepared: go to Account menu → Orders, open the order and click «Change address». The change is applied instantly.

Once prepared, our team can no longer modify it. In that case, contact the shipping agency directly from your tracking link (you'll find it in the order details, in your account) and request the change there.

Items in a confirmed order can't be changed: if it hasn't been prepared yet, cancel it from your account and order again.

Check spam and promotions. If you purchased with your account, the order is in Account → Orders.

If it doesn't appear anywhere, the order email has an error: write to us at divain@divainparfums.comdivain@divainparfums.comdivain@divainparfums.codivain@divainparfums.com with the full name and purchase date and we'll locate it.

On the product page, click "Notify me when available": we'll write to you as soon as it's back in stock. We can't give you an exact restock date, but we'll notify you as soon as it's back.

Restocks and launches are also announced in the newsletter and on social media.

Prices already include current promotions. Having a product in the cart does not freeze its price: if the promotion ends before you pay, the price updates at checkout. It's not an error.

Yes, as a guest with your email and address. But without an account, you won't be able to cancel the order, request a return, report issues, or view your order history. Logging in later with the same email retrieves all your orders.

Our products are intended for adults. If you're a minor, you need authorization from a responsible adult.

In EUR (€)GBP (£)USD ($)MXN ($). Prices include applicable taxes.

The perfumes are 100 ml. You'll also find 1 ml miniatures (Try & Buy), gift packs, and sets.

Throughout the Peninsula and the Balearic Islands (with extended delivery time). We do not ship to the Canary Islands, Ceuta, Melilla, Andorra, or Gibraltar.Throughout the European Union from divainparfums.com. For the United Kingdom, United States, Canada, and Mexico, use your country's store.Throughout the United Kingdom from divainparfums.co.uk.To the United States and Canada from divainparfums.co.Throughout the Mexican Republic from divainparfums.mx.

For now, we do not ship to any other country.

Business days from when it leaves the warehouse (the moment you receive the tracking email):

Deliveries are Monday to Friday. If your order goes past the delivery time, report an issue in Account → Problem with my order («It hasn't arrived and the delivery time has passed») and we'll file a claim with the carrier.

Standard shipping €4.50 to home or from €3.00 to a pickup point on orders under €30. From €30, free.The cost and free shipping threshold depend on the country and are shown at checkout before payment.Standard delivery £3.99 (24–48 h) and express delivery £5.99. Free standard delivery on orders over £29.99.The shipping cost and free shipping threshold are shown at checkout before payment.Standard shipping $100 MXN on orders under $700 MXN. From $700 MXN, free.

All details by country, in the shipping policy.

Yes, if it's available for your address, you choose it at checkout. The agency will notify you by SMS or email with the point and the pickup code; go with the code and your ID.

If you haven't received the code or the package is at a different point than you chose, contact the agency directly from the tracking link of your order (you have it in Account → Orders): they will resend it or tell you the correct point immediately.

This happens when the courier can't deliver (absence, closed entrance): to avoid returning it to the origin, they leave it at a nearby point and notify you. Pick it up with the agency's notice.

If you can't pick it up or prefer another location, manage it directly with the agency from the tracking link of your order: it usually allows you to change the location or reschedule the delivery.

The carrier will make a second attempt or leave it at a nearby pickup point or office. You'll receive a notice to pick it up or reschedule the delivery.

If you prefer another day or location, manage it directly with the agency from the tracking link of your order (in Account → Orders).

With trusted agencies depending on the delivery area (SEUR, GLS, UPS, Correos Express…) (UPS, GLS, Chronopost, DPD…) (DPD, Royal Mail…). You'll see the agency and tracking in the shipping email and in Account → Orders.

We don't do direct exchanges. Request the return from your account and, once refunded, place a new order with the perfume you prefer.Request the return on the returns portal and, once refunded, place a new order with the perfume you prefer.Sales are final; we only handle issues for damaged, defective, or incorrect products from your account.

We issue it when the package arrives at the warehouse and is checked. Once issued, it takes 1–5 business days to appear depending on your bank, always to the original payment method. You receive an email when we issue it.

To the same payment method used for the purchase. In issues opened from your account, you choose, if resolved in your favor, between reshipment, refund to the original method, or credit in your divain account for your next purchase.

1. Go to Account → Problem with my order and click «Open issue» (or on the order, the button «Order problem»).
2. Select the order.
3. Indicate what happened: broken or damaged · defect (doesn't spray, leak…) · missing item · wrong item · not arrived and deadline passed · tracking not updating · marked as delivered but not received · other.
4. Mark the affected items and briefly tell us what happened.
5. Upload photos or a short video (mandatory for damage, defect, missing, and wrong): up to 6 files, video up to 40 MB.
6. Let us know your preference if resolved in your favor: resend, refund to the original method, or credit in your divain account.
7. Send. You receive a number (DV…) and we reply by email within less than 24 business hours.

Only one issue can be open per order: if one already exists, you'll see it in the list and can expand it from «View or modify».

Report an issue with the reason «Broken or damaged product». Photos: the outside of the box, the inside from above, the affected product and the shipping label. A short video also works.

With them we file the claim with the carrier and offer you a replacement or refund based on your preference. Report it within 24 hours of delivery.You must report it within 7 days of delivery.

Report an issue with the reason «Product defect» and attach photos or a video that shows it. Our quality team reviews it and we'll offer you a replacement or a refund. Report it within 5 days of delivery.

If what you notice is that it smells different or «of alcohol», see Products: it's usually not a defect.

Open an issue with the reason “An item is missing”, mark the missing one, and upload photos of the box, the inside, and the label. We compare it with the weight recorded by the agency and replace or refund it for you.

Open an issue with the reason "I received the wrong item" with a photo of the received product and the label. We send you the correct one at no cost (or refund you). Do not return the wrong one unless we ask you to.

1. Check the tracking in Account → Orders and the deadline for your area (Shipping section).
2. Ask neighbors, concierge, or at the pickup point of the notice.
3. If it still doesn't appear, open an issue with the reason "Not arrived and deadline passed".
4. We claim with the agency with automatic follow-up every 48 h. When they respond (or their deadline expires), we offer you resend or refund.

Report an issue with the reason «Marked as delivered but I haven't received it». The carrier requires a declaration of non-receipt, which you fill in and sign in the same form:

• Your contact details and the delivery address.
• Three confirmations: you have checked your letterbox, entrance and common areas and asked at the address; you have not received a refund or opened a dispute with your bank; you will let us know within 48 h if the parcel turns up.
• Your signature: you type your full name and the declaration is signed electronically with date, time and verification code.

With it we open a formal investigation with the carrier and, once it's closed, we process your refund or reshipment. A false declaration may constitute an offence and voids any compensation.

Report it within 48 hours of the delivery date shown in the tracking.

If the tracking has been stuck for days or you don't have a number, open an issue with the reason "Tracking not updating / no tracking". We locate the package with the agency and inform you by email.

If it's delivered visibly opened, it's best to refuse it. If you already have it, take photos of the seal, the box and the contents and report an issue («Broken or damaged product» or «An item is missing», as applicable). We file a claim with the carrier with photos and a declaration. Report it within 24 hours of delivery.

In Account → Problem with my order you see all your issues with their status: Received, In process, Pending your response, Pending carrier response, or Resolved. Click one to see the details: reason, items, preferred resolution, files, and signed declaration if any.

Each update also reaches you by email. If the status is "Pending your response", reply to that email so we can continue.

Yes, as long as it's not resolved. In Account → Problem with my order open the issue and click "Modify the issue": change reason, items, comment, preferred resolution, or add photos.

Upon saving, it returns to the queue with priority, and we reply by email. If it's already resolved and the problem persists, open a new one.

We review all issues in less than 24 business hours. Those of damage, defect, missing, or wrong item are usually resolved in that first contact. Those requiring a claim with the carrier depend on their response: we follow up every 48 hours and, if their deadline expires, we resolve it anyway.

Email us at divain@divainparfums.comdivain@divainparfums.comdivain@divainparfums.codivain@divainparfums.com with the order number, buyer's name, and photos. We open the issue for you and send you a link to complete what's missing (photos or declaration).

Card, PayPal, Apple Pay, Google Pay, Bizum, Klarna, and Scalapay (in installments).Card, PayPal, Apple Pay, Google Pay, and, depending on the country, Klarna and Scalapay (in installments).Card, PayPal, Apple Pay, Google Pay, and Klarna.Card, PayPal, Apple Pay, Google Pay, and the options you see at checkout.Visa and Mastercard cards, PayPal, cash at OXXO, 7-Eleven, Circle K, and BBVA, Kueski Pay, and Aplazo (up to 12 installments).

Payments with secure gateways and SSL encryption; we do not store your card data.

Yes, with Klarna or Scalapay in interest-free installments if the order is eligible. You see it at checkout.Yes, with Klarna if the order is eligible. You see it at checkout.Check the financing options at checkout.Yes, with Kueski Pay and Aplazo, up to 12 installments depending on the amount.

There is no cash on delivery. In Mexico, you can pay in cash at OXXO, 7-Eleven, Circle K, and BBVA when placing the order.

Yes, all include VATVATtaxesVAT applicable.

Go to Account → Orders and open the order: in the details, you have «Download invoice». It's immediate and available for all your orders.

Yes: secure gateways with SSL encryption and we don't store your card. Shop only on our official website, divainparfums.comdivainparfums.co.ukdivainparfums.codivainparfums.mx.

Enter it in 'Promo code' at checkout. One code per order, not combinable with other promotions.

The website offers are already included in the price: no code needed.

There are always promotions, and they are directly reflected in the prices. For major campaigns (Black Friday, Cyber Monday, Valentine's Day, Mother's and Father's Day, salesBuen Fin, Black Friday, Hot Sale), subscribe to the newsletter at the bottom of the website.

When you subscribe to the newsletter, you receive a 10% discount by email within 48 hours (check spam and promotions). Single use, not combinable.

Our loyalty program, in the divain app. Download it and register with your birth date: birthday gift, wish list, exclusive vouchers, and priority access to offers and launches. Upon downloading, 5% extra on cosmetics for 7 days.

The points program (divipoints) ended on January 1, 2026.

It appears in your app profile during your birthday month if you have the app and your birth date registered (My account → My profile). If it's not registered or the app isn't updated, it won't appear.

No. Codes are not combinable with each other or with website promotions.

Subscribe at the bottom of the website. To unsubscribe, click "Unsubscribe" at the bottom of any of our emails or change it in your account: it takes effect within 48 hours at most. You'll continue to receive only emails about your orders.

Most are Eau de Parfum (18–25% of perfume oils). They last on average 6–8 hours, depending on skin, temperature, and olfactory family.

The formula hasn't changed. Factors include skin pH, climate, storage, and olfactory fatigue (not noticing what you use daily). The alcohol is noticeable when spraying and dissipates in seconds.

If you think there's a real defect (doesn't spray, leaks, strange colour), open an issue in Account → Problem with my order with photos.

In a cool, dry place, away from direct sunlight and sudden temperature changes. Closed, it lasts up to 36 months; once opened, use within 24–36 months (PAO symbol on the box).

In each product sheet: complete INCI list, regulated allergens, and olfactory notes. Also on the box.

They comply with the cosmetic regulations of Europe. If you're prone to allergies, check the INCI and test with a small amount. During pregnancy, breastfeeding, or for minors, consult your doctor or pediatrician.

We don't test on animals, formulate without parabens or phthalates, and manufacture in Spain. We have a vegan perfume collection; the rest may contain animal-derived ingredients, check the INCI.There are vegan options: check the INCI of each product.There are vegan options: check the INCI of each product.There are vegan options: check the INCI of each product.

We do not sell individual samples: the 1 ml miniature is free with each 100 ml (Try & Buy). There are packs and sets, the divain.Care body line, divain.Home diffusers and air fresheners, and the Mystery Box (surprise box: can only be returned unopened). All at divainparfums.com.Check the catalog at divainparfums.co.uk: perfumes, packs, and body line.Check the catalog at divainparfums.co.Try & Buy, packs, Mystery Box, body line, and divain.Home are not available in Mexico yet. Explore divainparfums.mx.

Currently, we do not offer bottle refills, engraving, or personalisation.

If you bought it on divainparfums.comdivainparfums.co.ukdivainparfums.codivainparfums.mx or in our physical stores, it is. We only sell through these channels: divain on Amazon or other marketplaces is not official sales.

Yes, there is a unisex collection in addition to female and male. The advent calendar is seasonal (November–December) and, once opened, is non-returnable. The Mystery Box has a monthly or quarterly subscription.The advent calendar is seasonal (November–December). Subscription is not available in the United Kingdom at the moment.The advent calendar and subscription are not available in the United States and Canada at the moment.Advent calendar and subscription are not available in Mexico at the moment.

After purchase, you receive an email to rate the perfume. Also from the product page or from Account → Orders.

Thank you! Subscribe to the newsletter and follow our social media: we announce each launch there.

Yes. With the divain app you manage orders, returns and issues, and access divain CLUB: birthday gift, wish list, exclusive vouchers, and priority access to offers.

On the website, there's no password: you log in with a one-time code that we send to your email. In the app, tap "Forgot your password?" on the login screen and follow the link in the email.

In Account → Profile you can edit your name, phone number, and saved addresses. This doesn't affect orders already placed: for those, see "Can I change the address?".

Yes. Log into your account and click the heart on any product. It's also one of the benefits of divain CLUB in the app.

Email us at divain@divainparfums.comdivain@divainparfums.comdivain@divainparfums.codivain@divainparfums.com from your account email and we will delete it along with your personal data, in accordance with data protection regulations (GDPR)applicable data protection regulationsthe Federal Law on Protection of Personal Data.

In accordance with the GDPRthe applicable data protection regulationsthe Federal Law on Protection of Personal Data Held by Private Parties. Exercise your rights (access, rectification, deletion, portability, opposition) at privacy@divainparfums.com. We use technical, personalisation, analytical, and marketing cookies, configurable from the banner.

Join divain squad, our community of creators: thesquad.divain.space. Register there and access benefits and sales commissions.

Email press@divainparfums.com with your proposal and contact details.

Email b2b@divainparfums.com with your company details, quantities, budget, and dates.

Yes, in Spain: CC Arenas de Barcelona (Gran Via de les Corts Catalanes 373-385, Local B40) and CC Plenilunio Madrid (C. de Aracne s/n, Local 155). Hours at divainparfums.com/pages/stores. Outside Spain, online only. Outside Spain, online only. In Mexico, online only.

• Your account: cancel, return and open or follow issues in Account menu → Orders and Account menu → Problem with my order. It's the fastest channel and everything is recorded.
• Email: divain@divainparfums.comdivain@divainparfums.comdivain@divainparfums.codivain@divainparfums.com. We respond in less than 48 business hours (issues opened from the account: less than 24).

We do not have a customer service phone and do not handle inquiries via direct messages on social media.

We are available from Monday to Friday, from 9:00 to 18:00 (Spanish mainland time)Monday to Friday, from 8:00 to 17:00 (UK time)Monday to Friday, from 3:00 to 12:00 (US Eastern time)Monday to Friday, from 2:00 to 11:00 (Central Mexico time). On weekends and holidays, we will get back to you the next business day. Your account is available 24/7.

No. Our channels are your account and the email divain@divainparfums.comdivain@divainparfums.comdivain@divainparfums.codivain@divainparfums.com. If you've called a number and didn't get a response, it's an internal number.

A Spanish perfume brand based in Astorga (León, Spain) with stores in Barcelona and Madrid. We sell online in Europe, the United Kingdom, the United States, Canada, and Mexico. We invoice as divain team SL. In the United Kingdom, we operate as divain team LTD (VAT GB408600225), 19 The Circle, Queen Elizabeth Street, SE1 2JE London.

At the bottom of the website: General Conditions and Privacy Policy. We apply the current legal warranty (2 years of conformity in the EU): for any defect, open an issue from your account.