Frequently Asked Questions
Orders
CAN I MODIFY OR CANCEL MY ORDER?
You can cancel or modify your order within 30 minutes after placing it, as long as it has not been processed for shipping. Simply log in to your account and select "Cancel order" next to the corresponding order.
WHAT HAPPENS IF I REJECT OR MISS THE DELIVERY?
If a delivery is refused or cannot be made, and the item is returned to us, we will refund the price of the item, excluding shipping costs.
WHERE IS MY ORDER?
You can check the status of all your orders through My Orders.
I HAVE RECEIVED MY ORDER, BUT THE PRODUCTS ARE INCORRECT OR DAMAGED. WHAT SHOULD I DO?
If your products are incorrect or arrive damaged, contact customer service through the chat within 48 hours, providing your order number and photos of the products to receive assistance quickly.
WILL I RECEIVE A CONFIRMATION OF MY ORDER?
Yes, you will receive a confirmation email immediately after making your purchase, with all the details of your order.
WILL I RECEIVE EMAIL UPDATES ABOUT THE STATUS OF MY ORDER?
Yes, you will receive emails with the confirmation of your order and its updates. Additionally, depending on the shipping company, you may receive additional messages regarding the delivery, but these are unrelated to divain.
Shipping
WHAT IS divain'S SHIPPING POLICY?
You will find the link to the shipping policy in the footer, at the bottom of the page.
WHAT ARE THE SHIPPING COSTS?
Check the shipping costs by visiting our shipping policy.
WHAT DELIVERY SERVICES DO YOU USE?
We collaborate with trusted courier services to ensure fast and reliable delivery. You have the option to send the order to a home address or a pickup point.
Returns
WHAT IS divain'S RETURN POLICY?
You will find the link to the return policy in the footer, at the bottom of the page.
HOW CAN I REQUEST A RETURN?
To make a return, follow these steps:
- Go to the "Orders" section within "Account" to start the process.
- Enter the order for which you want to request a refund.
- Select the products to return: Check the products you want to return and confirm your selection.
- Click on "Request return".
- Return shipping costs will be deducted from the refund amount.
- Your request will be created in a few seconds, and you will receive an email with the return label link that you must print and attach to the box.
- You must drop off your order at a UPS drop-off point. If you cannot find one, you can check here for the nearest shipping points to you.
CAN I EXCHANGE MY PERFUME IF I DON'T LIKE A SCENT?
We do not offer exchanges for opened products. However, our TRY&BUY service allows you to try a 1 ml sample of the 100 ml fragrance you have purchased. If you do not like the scent, you can return the unopened 100 ml bottle.
*This service is only available for fragrances that include Try&Buy, excluding products such as the essential range, air fresheners, body mists, or cosmetics.
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 by email once your return has been processed. You can also check the information by going to the order section in My Account.
HOW LONG DOES IT TAKE TO PROCESS A REFUND?
Refunds are processed once the returned item has arrived at our warehouse and it has been confirmed to be in perfect condition. Depending on the original payment method, the refund may take a few days to appear in your account.
DO I ALSO NEED TO RETURN THE SAMPLES?
No, the sample you will receive will allow you to try the fragrance before deciding if you want to keep the 100ml product. If the fragrance does not convince you, you can return the original product unopened and keep the sample.
However, if the purchase of a product includes a gift, then the gift must also be returned in perfect condition and with the seal intact.
CAN ALL PRODUCTS BE RETURNED?
At divain. we do not accept returns of the following items:
- Sample packs
- Accessories
- Closed sets and advent calendars
- Samples
- Home air fresheners
- Cosmetics
- Perfumed cosmetics
- Perfumed mists
Promotions
CAN I USE MORE THAN ONE DISCOUNT CODE?
Only one discount code can be used per order. Discount codes cannot be combined, unless otherwise specified.
HOW DO I APPLY MY DISCOUNT CODE?
Enter your discount code during the checkout process in the "Discount code" field before completing your order.
Account and registration
HOW DO I CREATE AN ACCOUNT?
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.
WHAT DO I DO IF I FORGOT MY PASSWORD?
If you forgot your password, use the "Forgot your password?" option on the login page to reset it via email.
HOW DO I CHANGE THE LANGUAGE OF THE WEBSITE?
If you want to change the website's navigation language, you can do so by clicking on the flag located at the top right of the page.
Product Information
HOW CAN I CHOOSE THE RIGHT PERFUME FOR ME?
Our perfumes are categorized by olfactory families, such as woody, floral, and oriental, which helps you choose a fragrance that suits your preferences. You can also explore popular scents or read customer reviews for guidance.
WHAT ARE OLFACTORY FAMILIES?
Olfactory families group fragrances into categories such as floral, citrus, oriental, or woody. This classification helps you identify the types of fragrances that attract you.
HOW SHOULD I STORE MY PERFUME?
Store your fragrance in a cool, dry place, away from direct sunlight, to maintain its quality and longevity.
WHERE CAN I FIND THE COMPLETE LIST OF INGREDIENTS?
The complete list of ingredients for each fragrance is available on the product page, ensuring transparency and helping customers with sensitivities or allergies.
WHAT IS THE SHELF LIFE OF PERFUMES?
Our perfumes typically last up to 36 months when stored properly, away from light and heat.
Payment Methods
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept credit and debit cards.
You can buy with installment payments through Scalapay or Klarna.
You can also pay with express payment methods Apple Pay, Google Pay, and via PayPal.
divain. CLUB
WHAT IS divain. CLUB?
The divain. CLUB 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.
Additionally, you can access exclusive and truly valuable benefits by being part of the community.
IMPORTANT: Starting January 1, 2025, the points program will no longer be available, but you can continue enjoying the rest of the current benefits and future irresistible advantages that will make you feel valued from the very first moment.
HOW DO I EARN POINTS?
You can earn points by making purchases, creating an account, and following us on social media.
Points will be available to accumulate and redeem until December 31, 2025
WHAT CAN I DO WITH THE POINTS?
Points can be redeemed for discounts on future purchases, with specific rewards available depending on your points balance.
Starting January 1, 2025, the points program will no longer be available, but you can continue enjoying the rest of the current benefits and future irresistible advantages that will make you feel valued from the very first moment.
HOW DO I SIGN UP FOR divain. CLUB?
You just have to create an account to start earning points immediately. It's completely free!
DO POINTS HAVE AN EXPIRATION DATE?
You can use the divipoints before December 31, 2025. Starting January 1, 2026, the divipoints system will end, due to the changes and improvements offered in the new divain. Club structure.
General Information
WHERE ARE OUR PERFUMES MADE?
Our perfumes are produced in Spain, complying with strict quality standards.
ARE divain PERFUMES CRUELTY FREE?
All our perfumes are 100% cruelty-free, which means they have never been tested on animals either during their development or at any stage of their production. This is due to our ethical commitment to animal welfare and because European legislation has prohibited any animal testing for cosmetic products since 2013. We only use scientifically validated alternative methods to ensure the safety and quality of our products.
HOW DO I SUBSCRIBE TO THE NEWSLETTER?
You can subscribe to our newsletter at the bottom of our homepage to receive updates on promotions, new products, and more.
