Refund policy

RETURNS

At divain., for health protection and hygiene reasons, we do not accept returns of products that have been unsealed, opened or tampered with. For this reason, we offer our TRY & BUY service, which allows you to test your chosen 100 ml fragrance using the included 1 ml sample before opening the full-size product.

All 100 ml fragrances include a free 1 ml sample of the same fragrance so you can try it first.

We do not accept returns of the following products:

Sealed packs of fragrances, cosmetics or accessories
Accessories
Samples
Home air fresheners (divain. Home)
Cosmetics (divain. Care)
Perfumed mists
Pet fragrances
Outlet products
Fragrances without a sample (divain. ESSENTIAL)
Gifts
Aromatherapy (divain. RITUAL)

To request a return, you must use our returns portal:
https://returns.bigblue.co/divain

You will need to enter your order number (which can be found in your order confirmation email or in your account order page) and the postcode used for delivery. Once logged in, simply follow the steps indicated in the portal to complete your return request.

Please note that contacting customer service does not constitute a valid return request and will not extend the return period. Returns must be initiated exclusively through the returns portal.

In the case of a full or partial return of an order that originally qualified for a promotional gift (for example, orders above a certain amount), if the remaining order value falls below the required threshold, the value of the gift or promotion will be deducted from the refund.

If the promotional gift is not returned along with the order, its value will also be deducted from the refund.

Return Conditions

You have 14 calendar days from the date of delivery to request a return.

The return shipping cost is £4.95 for parcels up to 3 kg. This cost will be borne by the customer and deducted from the refund amount. Original shipping costs are non-refundable.

Products must be returned in perfect condition, sealed, and in their original packaging. Returns that are not sent in the original order box will not be accepted, as this box is designed with a double seal for secure reuse.

Products that arrive opened or unsealed will not be refunded under any circumstances, unless previously authorised by customer service.

If a return does not meet the conditions set out in this policy (including, but not limited to, products that are opened, unsealed, used, tampered with or returned outside the permitted timeframe), divain. will not resend the items to the customer.

The customer agrees that, once the return has been assessed and rejected, the items will remain at divain.’s disposal, with no obligation to store, return or compensate.

Returns are not accepted for damaged or broken products. If your order arrives damaged, you must contact our customer service team within 24 hours of delivery to report the issue.

Deadlines for claims:

  • Damaged, broken or tampered orders: within 24 hours of delivery

  • Orders marked as delivered but not received: within 48 hours of delivery

  • Product quality claims: within 5 days of delivery

We reserve the right to refuse returns in cases of misuse, negligence or bad faith. This includes, but is not limited to, repeated returns of full orders or multiple consecutive orders. Each case will be carefully reviewed to protect the integrity of our policies.

Refunds

Refunds will be processed once the returned items have been received and inspected at our warehouse. We aim to complete this process as quickly as possible. Depending on your original payment method, it may take a few days for the refund to appear in your account.

How to make a return

  1. Go to the returns portal: https://returns.bigblue.co/divain

  2. Enter your order number and delivery postcode

  3. Select the items you wish to return

  4. Follow the instructions provided in the portal

  5. The return shipping cost (£4.95) will be deducted from your refund

You will receive confirmation of your return request by email, along with further instructions and your return label.

Right of withdrawal

You have the right to withdraw from your purchase within 14 calendar days from the date of receipt, without providing any reason. To ensure faster processing, we recommend following the return procedure described above.