RETURNS

A MESSAGE TO ALL OUR EU CUSTOMERS:

The UK has left the EU and this means that various changes have
been made to the way we process our orders from EU countries.
The good news is that we still operate as usual with the website offering full
functionality, in other words you can still buy your Diva dresses and separates from us!
The only difference will be that when you check out we will deduct the amount of UK VAT tax that is built into the price. This means you will be billed for 20% less when your card is debited. The fixed cost of carriage will remain the same.

EU customers are responsible for all import duties, customs and local sales taxes levied by their country. Payment of such duties and taxes is necessary to release your order from customs on arrival. Please note that we are unable to advise the amount this may be.

The shipping company will contact you once your item(s) are in customs to let you know the cost. This may delay your delivery time as goods held at customers will be your responsibility to pay the necessary charges for local authorities to release the goods. Please be aware that if you don’t choose to pay the import taxes on your order we reserve the right to charge any additional costs incurred by Diva Catwalk to your account.

The courier will email you with a simple link for you
to pay your own country's tax and any duties that may be applicable. Once you have paid
this, you will be able to receive the goods without delay as usual.
We are still using an Express Freight shipping service to hopefully avoid any delays at
any borders and we have invested in extensive digital integration software with our
carriers to help keep orders flowing as smoothly as possible through the period of
changes.
We want to make sure you receive your orders as quickly as possible!
Please ensure that any returns you may have are clearly marked with the word
“RETURN” on the package. This will avoid any additional charges .
These arrangements have worked for many years with our customers across the world
and we are certain that you find them to be very easy.
We are sorry if this is in any way an inconvenience, but please be rest assured that we
are always available here to help you with any questions you may have. All contact emails
and telephone numbers are on the Divacatwalk.com website.

Diva is not liable for any additional cost incurred outside of the UK.

Our aim is to get your order to you quickly and efficiently which Air Courier will provide. Although the cost is a little more we are sure you will appreciate the reasoning for our actions.

Diva Team

EXCHANGE 

Just return the item(s) within 14 days beginning on the day after the day you receive the goods for an exchange.

SHIPPING

Delivery times given below are from the date of the despatch:

*UK next working day delivery applies to orders in stock placed before 1pm, Monday - Friday (excluding bank holidays and Weekends).

**Please note that the quoted prices for overseas deliveries are for a minimum weight and will vary according to size of order.

***Please note exchange rate prices may fluctuate slightly depending on currency exchange.

UK DELIVERY 
Your goods will be dispatched the day you place the order and should arrive at your delivery address according to the selected delivery option. Orders will require a signature on receipt. If you are not at the address at the time of the delivery a courier will leave a contact card with the information about the redelivery time as well as options for collection from the local depot. 

USA & INTERNATIONAL DELIVERY 
All USA, EU and Overseas deliveries should be made within the time frame specified above. Some countries may experience delays due to customs clearance which is beyond our control. All shipments outside the UK may be subject to import duties and taxes, which are levied once shipment reaches your country and are not included in your invoice from Diva. We have no control over these charges and they must be borne by you. All International deliveries will require a signature on receipt.

EU DELIVERY

EU customers will be charged 20% less than the price they see advertised on our website. This will automatically be adjusted to reflect this at the checkout. However EU customers will be liable on receipt of their order to pay VAT at the current rate in their country. In most cases this should equate to very roughly the same price that UK customers pay.  

WHAT IF ITEMS I'VE PURCHASED ARE OUT OF STOCK? 
In the event that an item/s is out of stock after the order has been placed we will contact you via email or phone. You can cancel the order, claim an alternative or request remaining item/s from your order (if applicable) to be sent. If you are happy to wait for your order we will aim to despatch out of stock items within 7 working days of the order being placed.

HOW CAN I CANCEL OR CHANGE AN ORDER? 
Please email at sales@divacatwalk.com on the day you place the order. You will receive an email confirmation once the order has been changed or cancelled. However, if you have already received an email confirming the despatch we will be unable to cancel or change the order.

WHAT IF MY PARCEL HASN’T ARRIVED YET? 
Please allow up to 5 working days from the expected delivery date. In the unlikely event of your order not arriving, email us at sales@divacatwalk.com and we will investigate the issue with the courier company. You will be informed on the progress via email.

CAN I CHANGE THE DELIVERY ADDRESS ONCE DESPATCHED? 
If you wish to change the delivery address please contact us by email as soon as you have received the despatch confirmation email. If we do not receive an email before the despatch we cannot guarantee that the address will be changed. Once the goods have left our warehouse you will be subject to a £7.50 charge if you wish to change the delivery address.

PLEASE NOTE 
Delivery dates are not guaranteed even where the delivery date has been confirmed. We will therefore not be liable for any losses of any nature whatsoever that you may suffer as a result of late delivery. We and the carriers we use will of course make all reasonable efforts to deliver on a confirmed delivery date. Delivery may be delayed by circumstances outside our / the carrier's control such as adverse weather and traffic conditions. You cannot cancel the whole or any part of your order because it is not delivered within any estimated or confirmed delivery period or on a confirmed delivery date. Where this occurs, we or the carrier will contact you to arrange a suitable alternative delivery date. Postage for initial orders are not covered by DIVA and are non refundable, this cost must be covered by the customer and will be included in the total of their order when checking out.

EU CUSTOMERS PLEASE NOTE:

Should the duty fees be unpaid by the customer within the requested time frame and the parcel is returned back to our Distribution Centre, the additional shipping fees will be charged to the customer for resending the parcel. In the case of a requested refund, the shipping cost paid by the customer will be deducted from the final refund.