• 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: [Return Request].

Return Conditions

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. Request the return: Complete the return request form. Be sure to indicate the reason for the return to help us improve our quality and service.

5. Confirm and wait for the email: Once the request is sent, you will receive an email within 48 hours with further instructions to create your return label.

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 delivery to the customer's home, with a signature upon receipt, or to a designated pickup point through the courier service responsible for tracking and monitoring the shipment. Customers choose the courier service from the options provided at the checkout.

If a customer requests a delivery change with the courier during transit, no claims will be accepted. Divain will not be responsible for non-delivery, loss, or theft of the order if the customer permits the courier to leave it at a specified location (e.g., mailbox, another person, a different address, garden, balcony, etc.). If the customer wishes to modify the delivery during transit, divain. recommends selecting a pickup point offered by the courier. This ensures that divain. can file a claim in case of non-delivery.

In cases of absence or delivery difficulties at the indicated address, the courier will notify the customer via email or SMS to schedule the delivery. If no instructions are received, the courier will leave the package at the nearest pickup point, where it will remain for 10 days. If the package is not collected within this period, it will be returned to our warehouse. Orders returned due to non-collection or more than two missed delivery attempts will not be refunded for shipping costs (except in cases of claims, lost orders, or courier errors).

You can track your order on our website under the "My Orders" > "Track My Order" menu: link. Alternatively, use the tracking link provided in the confirmation email sent after your order is prepared.

COURIER SERVICES AND DELIVERY OPTIONS

• Home Delivery in Austria, Finland, Ireland, Northern Ireland, Sweden, Poland, Czech Republic, Luxembourg, and Denmark: GLS, UPS, or DPD.

• Home Delivery in other regions: GLS or DPD.

• Pickup Point Delivery in Austria, Finland, Ireland, Northern Ireland, Sweden, Poland, Czech Republic, Luxembourg, and Denmark: GLS, UPS, or DPD.

• Pickup Point Delivery in other regions: GLS or DPD.

DELIVERY TIMES

Through the selected courier, orders will be delivered within 3 to 7 business days (may extend to 11 days during peak order periods), except for Greece, Latvia, Lithuania, Estonia, Bulgaria, Malta, and Hungary. Deliveries to these countries take 5 to 10 business days (may extend to 13 days during peak periods).

If incorrect contact information is provided, neither Divain nor the courier guarantees timely delivery. Customers will only be able to track the shipment through the provided link.

For pickup deliveries, a mobile number is required to receive the QR PASS code for collection. Couriers may redirect packages to an alternative pickup point if the initially selected point is unavailable or at capacity. This is not subject to claims.

DELIVERY AREAS:

Deliveries are made only to the following countries:

Austria, Bulgaria, Northern Ireland, Denmark, Latvia, Croatia, Lithuania, Slovakia, Luxembourg, Estonia, Malta, Finland, Poland, Greece, Romania, Hungary, Czech Republic, Ireland, Sweden.

SHIPPING COSTS BY COUNTRY

Zone 1: For Austria, Finland, Ireland, Northern Ireland, Sweden, Poland, Czech Republic, Luxembourg, and Denmark:

Enjoy free shipping on orders over €40, provided the final amount, after applying discounts and promotional codes, is equal to or greater than this amount.

 NOTE: Shipments to Greece have a fixed fee of €15.99, with no free shipping available.

Zone 2:

For Bulgaria, Croatia, Slovakia, Estonia, Greece, Hungary, Latvia, Lithuania, Malta, and Romania:

NOTE: Shipments to Greece have a fixed fee of €15.99, with no free shipping available.

If you have a promotional code, you can get a discount when purchasing products. Follow these steps to get your discount:

1. Select and add a product from our shop (it must be included in the offer of the code in question) and click on the button ‘Checkout’.
2. A box will appear where you can enter the promotional code. Enter the code in the box and click ‘Use’.

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.

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.

The Club divain. 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.

Our perfumes are produced in Spain, adhering to strict quality standards and using high-quality ingredients to ensure longevity and scent performance.