• 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 been processed for shipping. Simply log into your account and select "Cancel Order" next to the relevant order.

• What happens if I refuse or miss my delivery?

If a delivery is missed or refused, and the item is returned to us, we will refund the item price, excluding the shipping costs.

• Where is my order?

You can track your order using the tracking number provided in the shipping confirmation email. If you haven't received it, please check your spam folder or contact our support team.

• I received my order, but the products are incorrect or damaged. What should I do?

If your products are incorrect or damaged upon arrival, contact customer service within 48 hours, providing your order number and photos of the products for swift assistance.

• Will I receive an order confirmation?

Yes, an order confirmation email will be sent to you immediately after your purchase, detailing your order information.

• Will I receive email updates on my order status?

Yes, you will receive emails with your order confirmation, shipping updates, and delivery tracking information.

Returns

At divain., for reasons of health and hygiene protection, we do not accept returns of unsealed products. Therefore, we offer the TRY&BUY service, which gives you the opportunity to try your chosen 100 ml fragrance in a sample format to test the perfume. All purchased 100 ml perfumes include a 3 ml sample.

We do not accept returns of the following products:

• SAMPLE SETS
• ACCESSORIES
• SETS
• SAMPLES
• DIVAIN HOME
• DIVAIN CARE
• BODY SPLASH

If you return a product from any of the above categories, no refund will be provided. To request a refund, click on this link, select your order, and request a refund: [Return Request].

Return Conditions

Customers have 14 calendar days to request a return. The cost of the return is €4.95. Products must be in perfect condition, sealed, and returned in their original packaging. Products that arrive opened or unsealed will not be refunded.

We reserve the right to refuse the return of products if the company identifies negligent or bad faith behaviour in purchases. This includes, but is not limited to, returning several complete orders or returning 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 behaviour to protect the integrity of our commercial policies.

When it comes to a gift conditioned on a minimum purchase, and products are returned that cause the final order to fall below the minimum purchase that conditioned the gift, this must also be returned in its original packaging and unopened. If this does not happen, the value of the gift will be deducted from the refund.

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 reflect in your account.

How to Make a Return

To make a return, follow these steps:

1. Go to [this link] to start the process.

2. Log in and select your order: Once on the page, access your account and select the order from which you want to return one or more products.

3. Choose the products to return: Mark the products you want to return and confirm your selection.

4. Request the return: Complete the return request form. Be sure to indicate the reason for the return to help us improve our quality and service.

5. Confirm and wait for the email: Once the request is sent, you will receive an email within 48 hours with further instructions to create your return label.

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(s). It is not necessary to indicate a reason for exercising the right of withdrawal. For greater agility in management, we appreciate that the customer follows the procedure detailed above.

divain. guarantees its customers delivery by hand with signature through the transportation agency, responsible for tracking and monitoring their shipment.

You can track your shipment on your carrier's tracking page by entering your tracking number, which the transportation agency provides to you by email after placing your order on the website divainparfums.com

We deliver to the following countries:

• Austria

• Bulgaria

• Czech Republic

• Denmark

• Croatia

• Estonia

• Latvia

• Lithuania

• Slovakia

• Slovenia

• Finland

• Greece

• Hungary

• Ireland

• Luxembourg

• Sweden

• Nothern Ireland

For customers in other countries: 

If your country is not listed above, don't worry. We also have dedicated websites for the following countries:

• Spain: divainparfums.es

• Portugal: divainparfums.pt

• USA: divainparfums.us

• United Kingdom (England, British Forces, Scotland, Wales): divainparfums.co.uk

• Mexico: divainparfums.mx

• Netherlands and Belgium: divainparfums.nl

• Italy: divainparfums.it

• France and Belgium: divainparfums.fr

• Germany: divainparfums.de

Please proceed to the respective domain for your region to place your order.

HOME DELIVERY SHIPPING COSTS

SHIPPING COSTS TO UPS ACCESS POINT

If you have a promotional code, you can get a discount when purchasing products. Follow these steps to get your discount:

1. Select and add a product from our shop (it must be included in the offer of the code in question) and click on the button ‘Checkout’.
2. A box will appear where you can enter the promotional code. Enter the code in the box and click ‘Use’.

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.

Our perfumes are categorized by olfactory families, such as woody, floral, and oriental, helping you choose a fragrance that suits your preferences. You can also browse by popular scents or read customer reviews for guidance.

The Club divain. 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.

Our perfumes are produced in Spain, adhering to strict quality standards and using high-quality ingredients to ensure longevity and scent performance.