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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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What are the shipping costs?
The shipping costs depend on the order amount.
DPD ParcelShop
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
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
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)
DPD ParcelShop
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
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
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
Which delivery services do you use?
We work with reliable courier services to ensure fast and reliable delivery.
Delivery times
Orders are usually delivered within 2 to 5 working days. We aim to ship your order as quickly as possible to minimize delays.
Do you deliver throughout the Netherlands?
Yes, we deliver throughout the Netherlands.
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What is your return policy?
You have 14 calendar days from the delivery date to request a return. Products must be returned unopened, sealed and in the original packaging. Opened or unsealed products will not be refunded. Return shipping costs €4.95
How can I request a return?
To initiate a return:
1. Visit the correct link on our website.
2. Log in and select your order.
3. Choose the products you want to return.
4. Complete the return request form.
5. Receive a return label via email within 48 hours.
Can I exchange my perfume if I don't like the scent?
We do not offer exchanges for opened products. However, with our TRY&BUY service you can test a 3ml sample of the 100ml perfume you have purchased. If you don't like the scent, you can return the unopened 100 ml bottle.
Will the shipping costs of the original order be refunded?
No, the shipping costs of the original order will not be refunded.
Can I track my return?
Yes, you will receive a tracking number via email once your return has been processed.
How long does it take to receive a refund?
Refunds will be processed once the returned item is received at our warehouse and confirmed to be in perfect condition. The refund will be made to the original payment method.
Do I also have to return the samples?
No, you can keep the 3 ml sample included in your order. However, if your purchase included a gift, it must be returned in perfect, unopened condition.
Are all products eligible for returns?
The following products cannot be returned:
- Sample Sets
- Accessories
- Sets
- Samples
- DIVAIN Home
- DIVAIN Care
- Body Splash
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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.
