How To Return Your Order To DIVA
The same process should be followed whether you want a refund or exchange.
To initiate the return process, please follow these steps:
1) Complete the "Returns Form" that you would have received physically with your order.
(You can also download a copy of our returns form by clicking HERE)
Specify on the form whether you prefer a REFUND or an EXCHANGE for each item and the reason why you want to return your item(s) to us.
2) For the return, you can re-use our packaging or use your own. Place the item(s) and the completed returns form inside the package. Label the package with the word "RETURN" and send it to the below address:
DIVA,
Unit 10,
Manor Fm Business Park,
Rotherfield Peppard,
Oxfordshire,
RG9 5LA,
United Kingdom
Please note that we do not provide return labels. You can create one by hand, using our return address and adding the word "RETURN" visibly on the outside of the package.
3) You can use any courier service; shipping costs are your responsibility.
Please use a tracked or insured service. If your returned parcel is lost or damaged DIVA will not be able to issue you a refund.
4) Once we receive your return, our Returns and Refunds Department will inspect it, and you will be notified via email of it's receipt and whether it has been accepted or not.
5) If you have requested a refund, please note that the process may take up to 10 working days to be processed by our team.
6) If you have requested an exchange, specify the style, colour, and size of the desired item. Note that for exchanges within the UK, the first exchange is free.
Returns: European Union & International Customers
- Pricing: Prices displayed on DivaCatwalk.com are NOT INCLUSIVE OF TAX & DUTY, for customers shopping from outside the United Kingdom like the European Union.
- Duties and Taxes: E.U. & International customers will have to pay import duties, customs, and local sales taxes. Payment of these are payable to the courier in your country before they will deliver your order to you.
- Customs Contact: The shipping company will contact you for customs charges to pay.
- Import Taxes: The shipping company will contact you to pay TAX.
- Shipping Service: A list of DIVA’s shipping services are below.
- Returns Labeling: Clearly mark "RETURN" on packages to avoid additional charges.
- Support: For any queries refer to our F.A.Q.’s page HERE. Alternatively, contact DIVA via our website at DivaCatwalk.com or email us at Sales@DivaCatwalk.com
- Liability: Diva is not responsible for additional costs outside the UK.
ATT:
When ordering from outside of the U.K. and Taxes & Duties are not included within the prices shown online. Diva will not refund you the cost of the sales taxes, duties or your shipping costs.
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.
Exchanges
- Time Frame For Returns: Return items within 14 days of receipt for an exchange or refund.
- Items Condition: Ordered items must be returned in original condition, with all labels and tags intact and without perfume or deodorant marks or odour.
- Return Process: See at the top of this page details on how to return your order to DIVA. Ensure the item's condition matches our return criteria.
- Exchanges: You will not be charged for your FIRST exchange, but charges apply for subsequent exchanges thereafter (UK customers ONLY). International customers, please note: any exchanges including the first one will incur a re-delivery charge.
Shipping Costs
- Standard: 2-3 days * £5.99
- Next Business Day * £8.95 (Order before 11am, Mon-Fri).
- U.K. Delivery Non-Mainland:
- Isle of Man & Scottish Islands: 3-6 days * £14.99
- Northern Ireland: 2-6 days * £9.99
Republic of Ireland:
- 2-6 days * £29.99 (VAT and duty payable upon receipt)
- 2-5 days * From £35.99 (VAT and duty payable upon receipt)
- 5-15 days * From £25.95 rates vary by region. Additional costs may apply.
- Out of Stock Items: An email with an alternative will be provided to you if an item you have ordered is out of stock.
- Order Changes: Contact sales@divacatwalk.com on the day of ordering for any changes or cancellations to your order.
- Parcel Issues: Contact us if your order is delayed beyond 5 working days.
- Address Changes To Your Order: Contact us immediately upon receiving your order confirmation, charges may apply. Contact us at sales@divacatwalk.com.
- Cancel Or Change An Order: Please email 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.
Additional Notes
- Delivery Dates: Not guaranteed; subject to external factors.
- Return Policy: Return within 14 days in original condition. Postage cost is the customer's responsibility.
- Refunds: Refunds processed within 10 working days of receipt back to DIVA.
- Exchange Policy: Free first exchange for UK customers; charges apply thereafter. International exchanges incur delivery charges.
DIVA,
Unit 10,
Manor Fm Business Park,
Rotherfield Peppard,
Oxfordshire,
RG9 5LA,
UK.
Further Information: For any further queries refer to our F.A.Q.’s page HERE. Alternatively, contact DIVA via our website at DivaCatwalk.com or email us at Sales@DivaCatwalk.com
- * PLEASE NOTE Delivery dates and periods 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. 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.