Refund policy

RETURNS

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

We do not accept returns of the following products:

  • Closed packs of fragrances, cosmetics or accessories or advent calendar
  • Accessories
  • Samples
  • Home Fragrancers (divain home)
  • Cosmetics (divain care)
  • Body Splash
  • Outlet

In case of returning a product from any of the above categories, no refund will be processed. If the customer wishes, they can request a pickup of the products with a shipping agency of their choice, which they will arrange and bear the pickup and shipping costs.

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 having contacted our customer service to request a return in order to extend the return period. Only the customer can request a refund from the web sections adapted for this purpose. Writing to customer service will not be accepted as having requested a return.

Return Conditions

The customer has 14 calendar days to request a return starting from the date the order is delivered to the customer. The return shipping cost is €2.95 for packages up to 3 kg, which will be borne by the customer and deducted from the refund amount requested by the customer. 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, with the latter being prepared for this with the double closure so the box can be securely closed again. Products that arrive opened or unsealed will not be refunded under any circumstances unless they have special authorization from customer service.

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 a maximum of 24 hours from the delivery of your order so that they can process the claim.

  • Deadline for claims of damaged, broken, or tampered orders: 24 hours from delivery.

  • Deadline for claims of orders marked as delivered but the customer states they have not received it: 48 hours from delivery.

  • Deadline 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 not to 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. We strive to process refunds quickly and efficiently, ensuring you receive your money back as soon as possible. Depending on the original payment method, the refund 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 the products to return: Mark the products you want to return and confirm your selection.

4. Click on "Request return"

5. The €3.90 as a concept of return shipping costs will be deducted from the amount to be refunded.

6. In a few seconds your request will be created and you will receive two emails to 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 deliver your order at a UPS drop-off point. If you cannot find one, you can check here the nearest drop-off 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 indicate a reason for exercising the right of withdrawal. For greater efficiency in the process, we appreciate that the customer follows the procedure detailed above.