Orders
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- 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
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- What is your return policy?
You have 14 calendar days from the date of delivery to request a return. The return cost is 4,95€, and products must be returned unopened, sealed, and in their original packaging. Opened or unsealed products will not be refunded.
- How can I request a return?
To initiate a return:
Visit this link on the website. Log in and select your order.
Choose the products you wish to return.
Complete the return request form.
Receive a return label via email within 48 hours.
- Can I exchange my perfume if I don't like the scent?
We do not offer exchanges for opened products. However, our TRY&BUY service allows you to test a 3 ml sample of the 100 ml perfume you’ve purchased. If you don’t like the scent, you can return the unopened 100 ml bottle.
- Will the shipping cost of the initial order be refunded?
No, the shipping cost of the original order is non-refundable.
- Can I track my return?
Yes, you will receive a tracking number via email once your return has been processed.
- How long does it take to receive a refund?
Refunds are processed once the returned item is received at our warehouse and confirmed to be in perfect condition. The refund will be made using the original payment method.
- Do I need to return the samples too?
No, the 3 ml sample included with your order is yours to keep. However, if your purchase included a gift, it must be returned in perfect, unopened condition.
- Are all products eligible for return?
The following products cannot be returned:
Sample Sets
Accessories
Sets
Samples
DIVAIN Home
DIVAIN Care
Body Splash
Shipping
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divain. guarantees its customers delivery by hand with signature through the transportation agency, responsible for tracking and monitoring their shipment.
You can track your shipment on your carrier's tracking page by entering your tracking number, which the transportation agency provides to you by email after placing your order on the website divainparfums.com
We deliver to the following countries:
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Austria
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Bulgaria
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Czech Republic
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Denmark
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Croatia
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Estonia
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Latvia
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Lithuania
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Slovakia
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Slovenia
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Finland
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Greece
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Hungary
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Ireland
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Luxembourg
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Sweden
- Nothern Ireland
For customers in other countries:
If your country is not listed above, don't worry. We also have dedicated websites for the following countries:
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Spain: divainparfums.es
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Portugal: divainparfums.pt
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USA: divainparfums.us
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United Kingdom (England, British Forces, Scotland, Wales): divainparfums.co.uk
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Mexico: divainparfums.mx
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Netherlands and Belgium: divainparfums.nl
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Italy: divainparfums.it
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France and Belgium: divainparfums.fr
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Germany: divainparfums.de
Please proceed to the respective domain for your region to place your order.
DELIVERY TIMES
Due to the high volume of orders placed during Black Friday, shipments may experience some delays. We are working to minimise waiting times and ensure that you receive your order as soon as possible. We will keep you informed as soon as your order leaves our facilities. We appreciate your patience and understanding.
HOME DELIVERY SHIPPING COSTS
divain. distributes its shipping costs by minimum amount segment:Order Amount Shipping Costs Orders less than 8,95€ 12,95€ Orders from 8,96€ to 24,94€ 8,95€ Orders from 24,95€ to 39,99€ 4,95€ Orders over 40€ FREE 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.SHIPPING COSTS TO UPS ACCESS POINT
Delivery to a UPS Access Point is now available in the previously mentioned countries.
divain. distributes its shipping costs to Access Points by minimum amount segment.
Order Amount Shipping Costs Orders less than 8,95€ 11,95€ Orders from 8,96€ to 24,94€ 7,95€ Orders from 24,95€ to 39,99€ 3,95€ Orders over 40€ FREE 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. -
Promotional codes
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If you have a promotional code, you can get a discount when purchasing products. Follow these steps to get your discount:
- 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’.
- A box will appear where you can enter the promotional code. Enter the code in the box and click ‘Use’.
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They are only valid if they meet the terms of the offer or discount and cannot be redeemed once the order has been placed and cannot be used in conjunction with other promotions, offers or discounts. If your order is subject to more than one promotion or discount, we will apply the one that gives you the highest discount.
If you have purchased one or more perfumes using a discount coupon and it is associated with the volume of the order, returning one or more perfumes may result in the loss of the discount if, upon return, the order no longer meets the terms of the offer.
Account and Registration
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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.
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If you forgot your password, use the "Forgot Password?" option on the login page to reset it via email.
Product Information
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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.
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Olfactory families categorize scents into groups like fresh, floral, citrus, oriental, or woody. This classification helps you identify the types of fragrances that appeal to you.
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Store your perfume in a cool, dry place away from direct sunlight to maintain its quality and longevity.
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The full list of ingredients for each perfume is available on the product page, ensuring transparency and helping customers with sensitivities or allergies.
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Our perfumes typically last up to 36 months when stored correctly, away from light and heat.
Club divain.
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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.
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You can earn points by making purchases, creating an account and following us on social media.
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Points can be redeemed for discounts on future purchases, with specific rewards available depending on your point balance.
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Create an account on the divain. website to start earning points immediately.
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Log into your account and go to DIVAIN Club page and view your current point balance.
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Yes, points expire after 12 months of inactivity.
General Information
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Our perfumes are produced in Spain, adhering to strict quality standards and using high-quality ingredients to ensure longevity and scent performance.
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You can subscribe to our newsletter at the bottom of our homepage to receive updates on promotions, new products, and more.
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Yes, our perfumes are vegan and cruelty-free. We do not use any animal-derived ingredients in our products, and none of our perfumes are tested on animals. Our commitment to ethical practices ensures that our fragrances are both high quality and responsibly made.