Refund policy

RETURNS

At divain., for health protection and hygiene reasons, we do not accept the return of unsealed, opened, or tampered products. Therefore, we offer the TRY&BUY service, which gives you the opportunity to try your chosen fragrance of 100 ml in sample format to test the fragrance. All 100 ml fragrances purchased include a free 1 ml sample of the same fragrance bought in 100 ml so you can test it before opening it.

We do not accept returns of the following products:

  • Closed packs of fragrances, cosmetics, or accessories.
  • Accessories
  • Samples
  • Home fragrances (divain. Home)
  • Cosmetics (divain. Care)
  • Scented mists (Body Splash and Body Mist)
  • Outlet
  • Fragrances without sample (divain. ESSENTIAL)
  • Gifts
  • Aromatherapy (divain. RITUAL)

To request a refund, go to the "My Account" section, select your order, and request a refund: My Account

It will not be valid for the customer to claim to have contacted our customer service to request the return in order to extend the return period. Only the customer can request the refund from the sections on the website adapted for this purpose. Writing to customer service will not be accepted as having requested the return.

In the case of a total or partial return of an order that originally met the conditions to receive promotional gifts (for example, purchases over a minimum amount), and after such return no longer meets the required minimum amount, the value of the gift or applied promotion will be deducted from the amount to be refunded.

That is, if the returned order causes the final total to fall below the amount required to qualify for gifts, the value corresponding to those gifts will not be refunded or, if the gifts are not returned along with the order, their value will be deducted from the refund.

Return conditions

The customer has 14 calendar days to request a return starting from the date the order is delivered to the customer.

Before initiating the return, the customer must choose on the order page how they wish to receive the refund. Depending on the option chosen, the return will be free or will have a shipping cost:

  • Store credit (free): balance to spend at divain. for one year from issuance. divain. assumes the cost of return shipping.
  • Return in physical store (free): you can return your item free of charge at any divain. physical store.
  • Original payment method (cost of €3.90): the return shipping cost is €3.90 for packages up to 3 kg, which will be borne 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 not in the original order box will not be accepted; the box is prepared with a double closure so it can be securely closed again. Products that arrive opened or unsealed will not be refunded under any circumstances unless special authorization is granted by customer service.

If the return is rejected for not meeting the conditions established in this policy (including, among others, opened, unsealed, tampered, used products or returns made after the deadline), divain. will not proceed with reshipping those items to the customer.

The customer agrees that once the product has been evaluated and the return is not accepted, the items will be at divain.'s disposal, with no obligation for custody, reshipment, or any compensation.

Returns for broken or damaged products are not accepted. If your order has suffered any damage or breakage, you must contact our customer service team within 24 hours maximum from the delivery of your order to process the claim.

  • Timeframe for claims of damaged, broken, or tampered orders: 24 hours from delivery.
  • Timeframe for claims of orders marked as delivered but the customer claims not to have received them: 48 hours from delivery.
  • Timeframe for product quality claims: 5 days from delivery.

We reserve the right to reject the return of products if the company identifies negligent or bad faith behavior 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 to not accept the return of products will be made after a careful evaluation of the customer's behavior to protect the integrity of our commercial policies.

Refund of your Return

The refund will be made once the merchandise has arrived at our warehouse and has been inspected by our team. It will be credited according to the method you selected when requesting the return: as store credit (available to spend for one year) or to your original payment method. We strive to process refunds quickly and efficiently, ensuring you receive your money back as soon as possible. In the case of a refund to the original payment method, depending on that method, it may take a few days to appear in your account.

How to make a return?

To make a return, follow these steps:

  1. Go to the "Orders" section within "Account" to start the process.
  2. Enter the order for which you want to request the refund.
  3. Choose how you want to receive the refund: store credit (to spend within a year, free) or to your original payment method (cost of €3.90). You can also drop off your return for free at any divain physical store.
  4. Click the button "Return items" and select the products to return: mark the products you want to return and confirm your selection.
  5. Click on "Request return."
  6. If you choose a refund to the original payment method, the €3.90 return shipping fee will be deducted from the refund amount. If you choose store credit or return in a physical store, no charge will apply.
  7. In a few seconds your request will be created and you will receive two emails at the email address of your divain. account:
    1. The first will be the confirmation of the return.
    2. After a few minutes, you will receive another notification, under the same subject, with the link to the return label that you must print and stick on the box. You must drop off your order at a UPS collection point. If you cannot find one, you can check here for the nearest shipping points to you.

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 or items. It is not necessary to provide a reason for exercising the right of withdrawal. For smoother processing, we appreciate that the customer follows the procedure detailed above.