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 lose the delivery?
If a delivery is rejected 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 help 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. Also, 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, the bottom part 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 guarantee fast and reliable delivery. You have the option to send the order to a home or to a delivery point.
Returns
What is divain's return policy.?
You will find the link to the return policy in the footer, 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 the refund.
- Choose the products to return: Select the products you want to return and confirm your selection.
- Click on "Request return".
- The €2.95 as a return shipping fee will be deducted from the amount to be refunded.
- In a few seconds your request will be created and you will receive an email with the link to the return label that you must print and stick on the box.
- You must deliver your order to a UPS pickup point. If you can't find one, you can check here for the nearest shipping points to you.
Can I exchange my Fragrance if I don't like the 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 not available for outlet products or cosmetics.
Will the shipping cost of the initial order be refunded?
No, the shipping cost of the original order is not 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 entering the order, in the My Account section.
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 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 in the return you must also include it in perfect condition and keeping the seal.
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Promotions and discounts
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 section where Country / LANGUAGE appears, located in the page header, on the right if you browse from a computer or within the menu if you browse from a mobile.
Product Information
How can I choose the right Fragrance 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 by popular scents or read customer reviews to guide you.
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 Fragrance?
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 of 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 have a typical duration of 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 the express payment methods Apple Pay and Google Pay and through 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 performed on the website, which can be redeemed for discounts and rewards.
How do I earn points?
You can earn points by making purchases, creating an account, and following us on social media.
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.
How do I sign up for divain. CLUB?
You just have to create an account to start earning points immediately. It's totally free!
Do the points have an expiration date?
Yes, the points expire after 12 months of inactivity.
General information
Where are the perfumes produced?
Our perfumes are produced in Spain, complying with strict quality standards and using high-quality ingredients to guarantee the durability and performance of the fragrance.
Are our perfumes vegan and 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. Due to our ethical commitment to animal respect and because European legislation has prohibited any animal testing for cosmetic products since 2013. We only use scientifically validated alternative methods to guarantee 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.