Frequently Asked Questions
Do you have any questions?Orders
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 yet been processed for shipping. Simply log into your account and select "Cancel Order" next to the corresponding order.
What happens if I refuse or miss the delivery?
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.
Where is my order?
You can check the status of all your orders through this page.
I 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 via chat within 48 hours, providing your order number and photos of the products to receive prompt assistance.
Will I receive an order confirmation?
Yes, you will receive a confirmation email immediately after placing your order, including all the details of your purchase.
Will I receive email updates about the status of my order?
Yes, you will receive emails with your order confirmation and updates. Additionally, depending on the shipping company, you may receive additional messages regarding delivery, but these are not managed by divain.
Shipping
What is Divain's shipping policy?
You can check our shipping policy here.
What are the shipping costs?
Check the shipping costs here.
Which delivery services do you use?
We collaborate with trusted courier services to ensure fast and reliable delivery. You have the option to send your order to a home address or a pickup point.
DELIVERY AREAS
Deliveries are made only to the following countries:
Austria, Bulgaria, Northern Ireland, Denmark, Latvia, Croatia, Lithuania, Slovakia, Luxembourg, Estonia, Malta, Finland, Poland, Greece, Romania, Hungary, Czech Republic, Ireland, Sweden.
Returns
What is divain's return policy?
You can check our return policy here.
How can I request a return?
To initiate a return:
- Go to this page to start the process.
- Log in to your account and select the order containing the items you wish to return.
- Choose the items to return.
- Complete the return request form.
- Once the request is submitted, you will receive an email within 48 hours with further instructions to create your return label.
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 2.5 ml sample of the 100 ml perfume you purchased. If you don’t like the scent, you can return the unopened 100 ml bottle.
Will the shipping cost of the original 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.
How long does it take to process a refund?
Refunds are processed once the returned item has arrived at our warehouse and is confirmed to be in perfect condition. Depending on the original payment method, the refund may take a few days to reflect in your account.
Do I need to return the samples as well?
No, the sample you receive allows you to test 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, it must also be returned in perfect condition and with its seal intact.
Can all products be returned?
No. At DIVAIN, we do not accept returns for the following items:
- Sample packs
- Accessories
- Sets and advent calendars
- Divain samples
- Homedivain
- Care
- Body Splash
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
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 should 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.
Product information
How can I choose the right perfume for me?
Our perfumes are categorized by olfactory families, such as woody, floral, and oriental, to help you choose a fragrance that matches your preferences. You can also explore popular scents or read customer reviews for guidance.
What are olfactory families?
Olfactory families group fragrances into categories like floral, citrus, oriental, or woody. This classification helps you identify the types of fragrances that appeal to you.
How should I store my perfume?
Store your perfume in a cool, dry place, away from direct sunlight, to maintain its quality and longevity.
Where can I find the full list of ingredients?
The full list of ingredients for each perfume is available on the product page, ensuring transparency and assisting customers with sensitivities or allergies.
What is the shelf life of your 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 also pay using express payment methods such as Apple Pay, Google Pay, and PayPal.
Is it safe to place orders online?
Sí, nuestro sitio web utiliza cifrado SSL para proteger tu información de pago y personal.
Club divain.
What is the divain. Club?
The divain. Club is a loyalty program that allows you to earn points with every purchase and action taken on the website. These points 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 join the divain. Club?
Create an account on the divain. website to start earning points immediately.
How can I check my points?
Log in to your account and go to the divain. Club page to view your current points balance.
Do the points expire?
Yes, points expire after 12 months of inactivity.
General information
Where are the perfumes produced?
Our perfumes are produced in Spain, adhering to strict quality standards and using high-quality ingredients to ensure durability and fragrance performance.
Are your perfumes vegan and cruelty-free?
Yes, our perfumes are vegan and have not been tested on animals. We do not use animal-derived ingredients in our products, and none of our perfumes have been subjected to animal testing. Our commitment to ethical practices ensures high-quality fragrances that are responsibly made.
How do I subscribe to the newsletter?
You can subscribe to our newsletter at the bottom of our homepage to receive updates about promotions, new products, and more.
