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DO I NEED TO REGISTER BEFORE I CAN PLACE AN ORDER?
You are not required to login before you start shopping. Simply browse through the website and when you have finished shopping proceed to the checkout. If it is the first time you are shopping on divacatwalk.com, you will need to create an account by clicking "Register". You will need to log into the site before you can purchase an item/s. If you are a returning buyer simply enter your login details.
WHAT HAPPENS IF I FORGET MY PASSWORD?
Click on "Account" - ''Login'' - 'Forgotten password'' and enter your email address. A new password will be sent automatically. If you don't receive the reset email, please check your spam folder or call us on 01491628844
I AM HAVING PROBLEMS USING YOUR SITE.
Please contact us by emailing sales@divacatwalk.com or calling 01491 628844.
CAN I PLACE AN ORDER OVER THE PHONE?
If you have any difficulties ordering online, please call us on 0044 (0)1491 628844.
HOW DO I KNOW WHAT SIZE I AM?
We want to ensure that the correct size is sent to you. Please use our online size guide to check the measurements. Alternatively you can email sales@divacatwalk.com with your bust, waist and hip measurements and we will recommend the best size. Please note that diva sizes do come up smaller than average.
I NEED MORE INFORMATION ON A PRODUCT.
We try to include as much information about the styles on the product page itself. If the information is not sufficient enough please email sales@divacatwalk.com
WHAT IF ITEMS I 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 dispatch out of stock items within 7 working days of the order being placed.
HOW DO I KNOW IF MY ORDER HAS BEEN DISPATCHED? WILL IT ACTUALLY HAPPEN?
Once your order has been dispatched you will receive notification by email.
WHEN WILL I RECEIVE MY ORDER?
If you place your order before 11AM Monday-Friday you will receive your parcel the next working day in the Mainland UK. Orders to Northern Ireland, EU, Isle of Man & Scottish Islands may take between 3-5 working days to arrive. USA and the rest of the world deliveries take between 5-10 working days.
DO I NEED TO SIGN FOR THE ORDER UPON DELIVERY?
All 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 about the local depot.
WHAT IF MY PARCEL HAS NOT 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.
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 dispatch we will be unable to cancel or change the order.
CAN I ORDER A STYLE IN A COLOUR OR SIZE THAT IS NOT AVAILABLE ONLINE?
Generally we do not make bespoke garments. However, if you are after something specific please feel free to email us at sales@divacatwalk.com and we will see if we can meet your requests.
CAN I CHANGE THE DELIVERY ADDRESS ONCE DISPATCHED?
If you wish to change the delivery address please contact us by email as soon as you have received the dispatch confirmation email. If we do not receive an email before the dispatch 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.
WHAT HAPPENS IF I AM OUT WHEN THE COURIER ATTEMPTS DELIVERY?
Our courier will leave a card at the delivery address and attempt delivery again the following day. If delivery is unsuccessful on the second attempt the goods will be taken back to the depot and held for 5 days before being returned to us at a cost that you will have to cover. If you request delivery after the second delivery attempt you will be subject to a £2.50 charge. If the goods are returned to our warehouse and you request re-delivery you will be subject to a charge of £7.50.
WHAT DO I DO IF MY ORDER HAS NOT BEEN DELIVERED?
Once an order has been dispatched you will receive an email confirming this. For all UK mainland orders we offer a next working day delivery service. If you do not receive this service please email sales@divacatwalk.com stating your name and order number. If the order has been dispatched we will contact the courier and update you on the orders progress.
I HAVE RECEIVED AN INCORRECT ITEM.
We want to sort out any issues with incorrect items straightaway. Please contact us at sales@divacatwalk.com or call us 01491 628844.
WHAT IS YOUR RETURNS POLICY?
If you are not completely satisfied with your order please return the item/s in their original condition within 14 days. We have the right to refuse a refund or exchange if the item/s are returned in an unsatisfactory condition.
HOW CAN I EXCHANGE AN ITEM?
Please complete the enclosed returns form confirming the item you would like in exchange along with the size and colour. If there is a price difference we will credit/debit your account accordingly.
CAN I RETURN AN ITEM TO YOUR DIVA SHOP?
No. All items purchased online must be returned to our returns department.
HOW LONG WILL IT TAKE FOR A REFUND TO SHOW IN MY ACCOUNT?
Please allow up to 21 working days for your account to be credited. If you have not received your refund after this time please contact us at sales@divacatwalk.com
SHIPPING & 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 prices you see on the website are minus VAT tax, so this means you will be paying 20% less for your items. 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.
DO YOU HAVE A SHOP?
Unfortunately, we don't have a physical shop we are online only.
DO YOU DO WHOLESALE?
We are always happy to hear from boutiques who are interested in stocking Diva. Please email wholesale@divacatwalk.com for further information.
HOW DO I CONTACT DIVA CATWALK?
If you have a query regarding your order do not hesitate to email us at sales@divacatwalk.com or give us a call 01491 628844.
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