Frequently asked questions
Orders
You can cancel or modify your order within 30 minutes of placing it, as long as it hasn't been processed for shipping. Simply log in to your account and select "Cancel order" next to the corresponding order.
If a delivery is refused or cannot be completed, and the item is returned to us, we will refund the price of the item, excluding shipping costs.
You can check the status of all your orders through My Orders.
If your products are incorrect or arrive damaged, contact customer service via chat within 48 hours, providing your order number and photos of the products to get help quickly.
Yes, you'll receive a confirmation email immediately after placing your order, with all the details of your purchase.
Yes, you'll receive emails with your order confirmation and updates. In addition, depending on the carrier, you may receive extra delivery messages, but these are not sent by divain.
Shipping
You'll find the link to the shipping policy in the footer, at the bottom of the page.
Check the shipping costs by visiting our shipping policy.
We work with trusted courier services to ensure fast and reliable delivery. You can have your order sent to a home address or to a pickup point.
Returns
You'll find the link to the returns policy in the footer, at the bottom of the page.
To make a return, follow these steps:
- Go to the "Orders" section, within "Account", to start the process.
- Open the order you want to request a refund for.
- Choose the products to return: select the products you want to return and confirm your selection.
- Click "Request return".
- Return costs will be deducted from the amount to be refunded.
- Within seconds your request will be created and you'll receive an email with the link to the return label, which you must print and stick on the box.
- You'll need to drop off your package at a UPS drop-off point. If you can't find one, you can check here the nearest drop-off points to you.
We don't offer exchanges on opened products. However, our TRY&BUY service lets you try a 1 ml sample of the 100 ml perfume you've bought. If you don't like the scent, you can return the unopened 100 ml bottle.
*This service is only available for perfumes that include Try&Buy; products such as the essential range, air fresheners, body mists or cosmetics are excluded.
No, the shipping cost of the original order is non-refundable.
Yes, you'll receive a tracking number by email once your return has been processed. You can also check the information by opening your order in the My Account section.
Refunds are processed once the returned item has arrived at our warehouse and has been confirmed to be in perfect condition. Depending on the original payment method, it may take a few days for the refund to show up in your account.
No, the sample you'll receive lets you try the perfume before deciding whether to keep the 100 ml product. If the perfume doesn't convince you, you can return the original product unopened and keep the sample.
However, if your purchase includes a gift, you'll also need to include it in the return, in perfect condition and with the seal intact.
At divain. we do not accept returns of the following items:
- Sample packs
- Accessories
- Sealed sets and advent calendars
- Samples
- Home fragrances
- Cosmetics
- Scented cosmetics
- Perfumed mists
Promotions
Only one discount code can be used per order. Discount codes cannot be combined unless otherwise specified.
Enter your discount code during checkout in the "Discount code" field before completing your order.
Account and registration
To create an account, go to the "Create Account" section on our website and follow the registration steps. Creating an account lets you track your orders, save your shipping details and view your purchase history.
If you've forgotten your password, use the "Forgot your password?" option on the login page to reset it via email.
If you want to change the website's language, click the flag at the top right of the page.
Product information
Our perfumes are categorized by fragrance families, such as woody, floral and oriental, helping you choose a fragrance that suits your preferences. You can also explore popular scents or read customer reviews for guidance.
Fragrance families group scents into categories such as floral, citrus, oriental or woody. This classification helps you identify the types of fragrances you're drawn to.
Store your perfume in a cool, dry place away from direct sunlight to maintain its quality and longevity.
The full ingredient list for each perfume is available on the product page, ensuring transparency and helping customers with sensitivities or allergies.
Our perfumes typically last up to 36 months when stored properly, away from light and heat.
Payment methods
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, Google Pay and through PayPal.
divain. CLUB
It's a loyalty program that gives you exclusive offers and benefits as a member. Plus, as you accumulate purchases you earn discount coupons, so we reward your loyalty to divain.
IMPORTANT: As of January 1, 2026, the points program will no longer be available, but you can keep enjoying all our other current perks and future irresistible benefits, which will make you feel valued from the very first moment.
You just need to create an account to start earning points right away. It's completely free!
The discount coupons you earn will land directly in your inbox. You'll need to copy the code shown and apply it in your bag or at checkout. Some discounts can't be combined with others, so sometimes a code may not apply as you expected.
The divipoints system has no longer been available since January 1, 2026, so you can no longer earn or redeem points. However, we've restructured the program so that all our members can benefit from great discounts and we can keep rewarding our most loyal members even more.
To know when to send your birthday gift, we need you to give us that information. When you join the club, we send you a welcome email with a form where you can tell us your birthday. If you haven't received that email or nothing arrived for your birthday, write to us and we'll help you.
PS: We'll know if you're cheating :)
General information
Our perfumes are made in Spain, complying with strict quality standards.
All our perfumes are 100% cruelty-free, meaning they have never been tested on animals, either during development or at any stage of production. This is due to our ethical commitment to respecting animals, and because European legislation has banned any animal testing for cosmetic products since 2013. We use only scientifically validated alternative methods to guarantee the safety and quality of our products.
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