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 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 & 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

• Standard: 2-3 days * £5.99
• Next Business Day * £9.99 (Order before 1 PM, 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. 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.

• 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.

• * 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.