Contacts and Assistance
We care about our customers and we always try to put them at their ease.
If you need information or you are not satisfied with your items do not hesitate to contact us, we will be glad to help you and do everything to meet your needs.
Phone number +393894997989
Email: e-shop@divina.design
Return Policies
DIVINA accepts returns for any reason within 14 days from the delivery date of the order.
The items have to be sent in their original conditions within 14 days from the receipt of the authorization label, and not before communicating it to our Customer Service by email e-shop@divina.design. Our After-Sales Manager will contact and provide you with all the information you will need in order to send the items back to our warehouse. In case you wish to change the size or color of the purchased item, or you wish a different item, our procedure requires that you return the item, which will be refunded to you, and that you proceed with a new order. Please be reminded that shipment costs will be at your own expenses. In case of faulty items, DIVINA will be glad to cover shipment costs (it will be necessary to show the flaw by means of a photo. This process may require up to 15 working day on our side).
For orders made outside the European Union, due to hygiene issues, unfortunately it is not possible to return or exchange the articles, according to art. 59 of d. lgs. 206 del 6 settembre 2005 e ss. mm. e ii. (cd. “Codice del Consumo”). Gift packaging is not returnable and refundable.
Dos and don’ts
Things to do to return an item:
1. Tell us your intention of returning the item by the tourteenth working day of the delivery date.
2. Wait for our Customer Service to process the request and send the return authorization label to be applied on the envelope containing the return.
3. Ship the product in its original conditions in one parcel (possibly in its original box). We will not accept returns regarding the same order but sent separately in two different times.
4. Return the item together with its hang tag. Returned items without this hang tag will not be accepted.
5. DIVINA will refund the total amount except for shipment costs.
6. In the event that the conditions here above are not followed, or returned items are used or damaged, DIVINA will not refund you. In that case, you can decide to take back the returned items at your own expenses. After this shipment, it will not be possible to return them again.
Refund Policy
The refund of the total amount will be issued within maximum 14 days of receipt of shipment. The time needed for the refund will vary according to the payment method you decided to use:
– Credit card:
time depends on the Credit Institute that issued your card. However, the date of the re-credit value will be the same as the debit date value. As soon as the refund will be issued, we will send you a communication via mail. In case of imminent expiration of the credit card, the refund will be made by bank transfer to the coordinates sent by the customer. DIVINA is not responsible for failure to communicate credit card expiration and refunds made on expired cards.
– Paypal:
the refund will be issued directly to your Paypal account through a communication via mail. You will receive a final communication from our Customer Service, too.