How to Return or Exchange Your Diva Catwalk Order – UK & International Shipping Guide

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 after inspection.

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. International exchanges incur a re-delivery charge.

 

Returns: European Union & International Customers

• Pricing: Prices displayed on DivaCatwalk.com include UK VAT (20%) by default. When you enter a shipping address outside the United Kingdom, including the European Union, the system automatically removes the UK VAT (20%) from the item prices at checkout. Please note, these prices do NOT include any local taxes, import duties, or customs fees that may apply in your country.

• Duties and Taxes: EU & International customers are responsible for paying any import duties, customs fees, and local sales taxes imposed by their country. These payments must be made to the courier in your country before your order can be delivered.

• Customs Contact: The shipping company will contact you regarding any customs charges that must be paid.

• Import Taxes: The shipping company will also contact you to arrange payment of any applicable import taxes.

• Shipping Service: A list of DIVA’s shipping services is provided below.

• Returns Labeling: Please clearly mark packages with "RETURN" 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 the UK, and where taxes and duties are not included in the displayed prices, Diva will not refund any sales taxes, import duties, or shipping costs you may incur.

 

Shipping & Duties: A Message to All Our U.S. Customers

As of 29 August 2025, the United States has removed the previous de minimis exemption of USD $800. This means that all shipments entering the U.S. may now be subject to import duties and taxes, regardless of value or country of origin.

• These charges are set by U.S. Customs and collected by the carrier (e.g. DHL Express).
• You may receive a secure link from the carrier to pay duties/taxes before delivery.
• Please note: unpaid duties can cause delays or the return of your parcel.
• We are unable to waive or refund duties, as they are government-imposed.

We understand this is a significant change for many loyal U.S. customers. We are actively reviewing options such as Delivered Duty Paid (DDP) shipping in the future to help simplify the process.

For assistance, please contact our Customer Care team 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!

Prices shown on the website initially include UK VAT (20%), but when you enter a shipping address outside the UK, the VAT is automatically removed at checkout, reflecting a 20% saving on your order. The fixed shipping cost remains unchanged.

EU customers are responsible for all import duties, customs charges, and local sales taxes levied by their country. Payment of these fees is necessary to release your order from customs upon arrival. Please note we are unable to provide estimates of these charges.

The shipping company will contact you once your item(s) reach customs to inform you of any costs due. This may delay your delivery time, as goods held in customs will require payment of the necessary charges to local authorities for release. Please be aware that if you choose not to pay these import taxes, the courier may return the item to us at an additional cost. Diva Catwalk reserves the right to charge you for these return shipping fees, plus any administrative costs incurred.

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: All returned clothing must be returned in the same condition as you received it in. All labels, swing tags, and hanging tape must be attached to the garment for us to issue a full refund. If items are returned without these, with marks, or in any condition that does not reflect the original state in which they were sent, we will not accept your garment back, and no refund will be issued to you.

• 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

• Delivery charges are calculated automatically at checkout according to the destination, total packed weight and dimensions of the parcel, and the delivery service selected.
• Orders containing multiple items may require larger packaging or an alternative courier service due to Royal Mail parcel size and weight restrictions. The exact delivery options and charges available for an order will be displayed at checkout before payment.

UK MAINLAND

• UK Standard Tracked Delivery – 2–3 Working Days: from £5.99
• UK Next Working Day Express – Order Before 1 PM: from £10.99
• UK Saturday Delivery – Order Before 1 PM Friday: from £29.99
• Delivery charges increase for larger or heavier orders.
• Delivery times are calculated from the date the order is dispatched, not from the date the order is placed. Order processing time must therefore be allowed in addition to the stated delivery period.
• The above delivery estimates apply to in-stock items. Pre-order, made-to-order and made-to-measure garments are subject to the production lead time shown on the relevant product page.

IMPORTANT – UK NEXT WORKING DAY EXPRESS

• Our UK Next Working Day Express service operates on working days only. It does not include delivery on Saturdays, Sundays or UK bank holidays.
• Orders must be placed before 1 PM, Monday to Friday, to qualify for next-working-day delivery.
• An Express order placed before 1 PM on Friday will normally be delivered on the following Monday, not Saturday.
• Orders placed after 1 PM on Friday, during the weekend or on a UK bank holiday will be processed on the next working day. For example, an order placed after 1 PM on Friday will normally be processed on Monday for delivery from Tuesday.
• If Saturday delivery is required, the separate “UK Saturday Delivery” service must be selected at checkout. Saturday Delivery orders must be placed before 1 PM on Friday.
• Saturday Delivery starts from £29.99 and increases according to the total packed weight of the order. This service is available for eligible in-stock orders weighing up to 10 kg and remains subject to courier availability and parcel size restrictions.
• All delivery times remain estimates and are subject to stock availability, order verification and courier operations.

NORTHERN IRELAND

• Tracked delivery within approximately 2–6 working days, from £9.99. The final charge depends on the total packed weight of the order.

ISLE OF MAN

• Delivery from £14.00. The final charge depends on the total packed weight of the order.

REMOTE SCOTLAND

• Delivery to designated remote Scottish postcodes starts from £49.99.
• This applies to DG7, IV, KW, HS, PA20–PA80, PH17–PH50 and ZE postcodes.

REPUBLIC OF IRELAND

• Delivery within approximately 2–5 working days: £29.99.
• Import VAT, customs charges and courier administration fees may be payable by the recipient.

EUROPEAN DELIVERY

• European delivery starts from £35.99.
• The final charge is calculated according to the destination, total packed weight, parcel dimensions and available courier service. Estimated delivery is generally 3–8 working days, depending on the country and service selected.
• Import VAT, customs duties and courier administration fees may be payable by the recipient. Customs clearance may also affect the estimated delivery time.

USA AND WORLDWIDE DELIVERY

• Worldwide delivery starts from £37.95.
• Rates vary according to the destination, total packed weight, parcel dimensions and courier service. The exact charge will be displayed at checkout before payment.
• Import duties, local taxes, customs charges and courier administration fees are not included unless expressly stated otherwise.

LARGE ORDERS

• Orders containing multiple garments are charged according to their combined packed weight and parcel dimensions.
• Larger orders may exceed Royal Mail’s parcel size or weight restrictions and may therefore need to be sent by DHL Express or another suitable courier. This means that the delivery charge may increase as more items are added to the order.
• The exact delivery options and charges will always be displayed at checkout before payment.

DELIVERY ESTIMATES

• All delivery times are estimates stated in working days and begin once the order has been dispatched.
• Pre-order, made-to-order and made-to-measure garments have separate production lead times, which are shown on the relevant product page.
• Delivery may be affected by customs clearance, adverse weather, courier disruption and other circumstances outside our reasonable control.

Subsequent Dresses Will Add Extra Cost Depending On Weight

• 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. All returned clothing must be returned in the same condition as you received it in. All labels, swing tags, and hanging tape must be attached to the garment for us to issue a full refund. If items are returned without these, with marks, odours or in any condition that does not reflect the original state in which they were sent, we will not accept your garment back, and no refund will be issued to you.

• Refunds: Refunds processed within 10 working days of receipt back to DIVA after inspection.

• Exchange Policy: Free first exchange for UK customers; charges apply thereafter. International exchanges incur delivery charges.

 

DIVA’s Return Address: 

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.