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Can I change or cancel my order?
You can cancel or change your order within 30 minutes of placing it, provided it has not yet been processed for shipment. Log in to your account and select "Cancel order" next to the order in question.
What happens if I refuse or miss my delivery?
If a delivery is refused or missed and the item is returned to us, we will refund the price of the item, excluding shipping costs.
Where is my order?
You can track your order using the tracking number provided in the shipping confirmation email. If you have not received it, please check your spam folder or contact our support team.
I have received my order, but the products are incorrect or damaged. What should I do?
If your products are incorrect or damaged upon arrival, please contact customer service within 48 hours and provide your order number and photos of the products for prompt assistance.
Will I receive an order confirmation?
Yes, an order confirmation email will be sent to you immediately after your purchase containing the details of your order.
Will I receive email updates about the status of my order?
Yes, you will receive emails with your order confirmation, shipping updates and delivery information.
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divain. guarantees to its customers delivery at hand with signature through the transport company, responsible for tracking and tracing your shipment.
You can perform this tracking on your carrier's tracking page by entering your tracking number, which the shipping company will provide to you by email after placing your order on the website divainparfums.nl
SHIPPING COSTS (For the Netherlands)
divin. divides its shipping costs per minimum amount segment:DPD ParcelShop Postage costs Orders under €14.95 8,95€ Orders from €14.96 to €18.35 6,95€ Orders from €18.36 to €34.99 4,95€ Orders over 35€ FREE Home delivery Postage costs Orders under €14.95 8,95€ Orders from €14.96 to €18.35 6,95€ Orders from €18.36 to €34.99 4,95€ Orders over 35€ FREE UPS Access Point Postage costs Orders under €14.95 7,95€ Orders from €14.96 to €18.35 5,75€ Orders from €18.36 to €34.99 3,95€ Orders over 35€ FREE SHIPPING COSTS (For Belgium)
divain. divides its shipping costs per minimum amount segment:DPD ParcelShop Postage costs Orders under €14.95 7,95€ Orders from €14.96 to €18.35 5,95€ Orders from €18.36 to €34.99 3,95€ Orders over 35€ FREE Home delivery Postage costs Orders under €14.95 8,95€ Orders from €14.96 to €18.35 6,95€ Orders from €18.36 to €34.99 4,95€ Orders over 35€ FREE UPS Access Point Postage costs Orders under €14.95 8,95€ Orders from €14.96 to €18.35 5,95€ Orders from €18.36 to €34.99 3,95€ Orders over 35€ FREE -
Returns
At DIVAIN we do not accept returns of unopened products for health and hygiene reasons. That's why we offer the TRY&BUY service, which gives you the opportunity to try your chosen 100ml fragrance in a sample format to test the perfume. All 100ml perfumes purchased contain a 3ml sample.
We do not accept returns on the following products:
- SAMPLE SETS
- ACCESSORIES
- SETS
- MONSTERS
- DIVINE HOME
- DIVINE CARE
- BODY SPLASH
If you return a product from any of the above categories, no refund will be provided. To request a refund, click this link, select your order and request a refund: [Request a return].
Return conditions
Customers have 14 calendar days to request a return. The costs for return shipping are €4.95. Products must be returned in perfect condition, sealed and in the 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 conduct in purchases. This includes, but is not limited to, returning multiple full orders or returning more than two consecutive orders. The decision not to accept the return of products is made after careful evaluation of customer behavior to protect the integrity of our commercial policies.
Where a gift is subject to a minimum purchase, and products are returned that ensure that the final order does not exceed the minimum purchase specified by the gift, it must also be returned in its original packaging and unopened. If this is not done, the value of the gift will be deducted from the refund.
Refund of your return
The refund will be issued once the goods have arrived at our warehouse and been inspected by our team. We aim to process refunds quickly and efficiently so that you get your money back as quickly as possible. Depending on the original payment method, it may take several days for the refund to appear on your account.
How to make a return
Follow these steps to make a return:
1. Go to [deze link] to start the process.
2. Log in and select your order: Go to the page, log in to your account and select the order for 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. Please ensure you indicate the reason for the return to help us improve our quality and service.
5. Confirm and wait for the email: After the request has been submitted, you will receive an email within 48 hours with further instructions on how to create your return label.
Right of withdrawal
The customer has a period of 14 calendar days to exercise his right of withdrawal, starting from the date of receipt of the item(s). It is not necessary to provide a reason for exercising the right of withdrawal. For faster processing, we appreciate it if the customer follows the procedure described above.
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Can I use more than one discount code?
Only one discount code can be used per order. Discount codes cannot be combined unless otherwise stated.
How do I apply my discount code?
Enter your discount code during checkout in the "Discount Code" field before completing your order.
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How do I create an account?
To create an account, go to the "Create Account" section of our website and follow the registration instructions. With an account you can track your orders, save shipping information, and view your purchase history.
What should I do if I have forgotten my password?
If you have forgotten your password, use the "Forgot your password?" on the login page to reset it via email.
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How do I choose the right perfume for me?
Our perfumes are categorized by fragrance families, such as woody, floral and oriental, helping you choose a scent that suits your preferences. You can also check out popular scents or read customer reviews for guidance.
What are fragrance families?
Fragrance families categorize scents into groups such as fresh, floral, citrus, oriental or woody. This classification helps you identify the types of scents 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, providing transparency and helping customers with sensitivities or allergies.
What is the shelf life of your perfumes?
Our perfumes typically last up to 36 months when stored correctly, away from light and heat.
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Which payment methods do you accept?
We accept credit and debit cards, Klarna, iDeal, Apple Pay, Google Pay and PayPal.
Is it safe to order online?
Yes, our website uses SSL encryption to protect your payment and personal information.
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Where are your perfumes produced?
Our perfumes are produced in Spain, according to strict quality standards and with high-quality ingredients to ensure durability and fragrance performance.
Are your perfumes vegan and not tested on animals?
Yes, all our perfumes are vegan and not tested on animals. We do not use animal ingredients in our products and none of our perfumes are tested on animals. Our commitment to ethical practices ensures that our fragrances are both high quality and responsibly sourced.
How do I sign up for your newsletter?
You can subscribe to our newsletter at the bottom of our homepage to receive updates on promotions, new products and other exclusive offers.
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What is wine? Club?
The divain. Club is a loyalty program that allows you to earn points on every purchase and promotion 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 points?
Points can be redeemed for discounts on future purchases, with specific rewards available depending on your points balance.
How do I register for the divain. Club?
Create an account on the divain. website to start earning points immediately.
How can I check my points?
Log into your account and go to your profile page to view your current points balance.
Expired points?
Yes, points expire after 12 months.
