DIVAIN Returns

RETURNS

At divain., for reasons of health protection and hygiene, we do not accept the return of unsealed, opened or tampered with products. Therefore, we offer the TRY&BUY service, which gives you the opportunity to try your chosen 100ml fragrance in sample format so that you can test said perfume. All 100ml perfumes purchased include a free 2.5ml sample of the same 100ml perfume purchased so that you can test it before opening it.

We do not accept returns on the following products:

  • SAMPLE PACKS (SAMPLE SETS)
  • ACCESSORIES
  • SETS
  • SAMPLES
  • DIVAIN HOME
  • ADVENT CALENDAR
  • DIVAIN CARE
  • BODY SPLASH

In the event of returning a product from any of the above categories, no refund will be issued. If the customer wishes, he/she may request a collection of the products with a transport agency of his/her choice, which will be arranged by the customer and he/she will assume the collection and shipping costs.

To request a refund, click on this link, select your order and request a refund: Refund Request

It will not be valid for the customer to claim that he or she has contacted our customer service department to request a refund in order to have the return period extended. Only the customer can request a refund from the appropriate web sites. Writing to customer service will not be accepted as having requested a refund.

Return conditions

The customer has 14 calendar days to request a return, counting from the date on which the order is delivered to the customer. The cost of return shipping is €2.95 for returns of packages up to 3 kg, which will be borne by the customer and will be deducted from the amount to be refunded that the customer has requested. The original shipping costs are not refundable. The products must be in perfect condition, sealed and returned in their original packaging. Returns that do not come in the original box of the order will not be accepted, the latter being prepared for this with the double closure it has so that the box can be closed safely again. Products that arrive opened or unsealed will not be refunded under any circumstances, if they do not carry special authorization from customer service.

Returns are not accepted for broken or damaged products. If your order has been damaged or broken, you must contact our customer service team within 24 hours of delivery of your order so that they can process the claim.

  • Deadline for claims for damaged, broken or manipulated orders: 24 hours from delivery.
  • Deadline for claims for an order that is reported as delivered but the customer claims not to have received it: 48 hours from delivery.
  • Deadline for claims regarding product quality: 5 days from delivery.

We reserve the right to refuse the return of products if the company identifies negligent or bad faith conduct in purchases. This includes, but is not limited to, the return of multiple complete orders or the return of 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 behaviors in order to protect the integrity of our business policies.

Refund of your return

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

How to make a return?

To make a return, follow these steps:

  1. Go to ( https://divainparfums.es/apps/aftership-returns-center ) to start the process.
  2. Enter your order number for which you want to request a refund and your email address.
  1. Select the products to return: Check the products you wish to return and confirm your selection.
  2. Select “refund to original payment method”
  3. Accept that you have understood that you will be charged €2.95 for the shipping of your return and click accept.
  4. In a few seconds your request will be created and you will receive an email with the return label so you can print it and stick it on the box. You will need to take your order to a UPS collection point. If you cannot find one, check the UPS website for the locations closest to your home.

Right of withdrawal

The customer has a period of 14 calendar days to exercise his right of withdrawal, from the date of receipt of the item or items. It is not necessary to indicate a reason for exercising the right of withdrawal. For greater agility in processing, we appreciate that the customer follows the procedure detailed above.