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
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.
Just return the item(s) within 14 days beginning on the day after the day you receive the goods for an exchange.
Delivery times given below are from the date of the despatch:
Courier (UK Mainland 2-3 days)
2 to 3 working days
Courier (UK Mainland)
Next business day
(orders placed until 1pm Mon-Fri)
Courier (Isle of Man & Scottish Islands)
Courier (Northern Ireland)
Courier (Republic of Ireland)
3-6 working days
2-3 working days
3-6 working days
EU Courier Service**
2-5 working days
USA & International delivery Price For First Dress** Subsequent Dresses will Add Extra Cost Depending On Weight
5-15 working days
rate for US $
rate for Australian $
rate in Euros
Other Countries & Overseas Countries**
Subsequent Dresses will Add Extra Cost Depending On Weight
5-15 working days
rate for US $
*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.
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 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 email@example.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 firstname.lastname@example.org 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.
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.
Just return the item(s) within 14 days beginning on the day after the day you receive the goods in a new and unused condition. If you do not, we may retain the items(s) and/or not refund at all.
The goods are your responsibility until they reach our warehouse. We recommend that you use a postal service that insures you for the value of the goods and allows you to track your parcel. The cost of returning the item/s to us is your responsibility and will not be reimbursed by Diva. Keep your certificate of the postage safe as you will need this as your proof of return. Refunds will be issued after the return has been processed and can take up to 10 working days to show in your account. If you wish, you can call us to enquire regarding a status of your return on 01491628844
In order to return an item you are required to complete the enclosed returns form. Failure to do so will result in a delay of up to 30 days in processing your return.
We will not make refunds to a third party.
The outbound postal costs will not be refunded when item/items are returned.
Please note, all EU customers will not receive their VAT element back when returning the goods.
Just return the item(s) within 14 days beginning on the day after the day you receive the goods for an exchange. You will not be charged for your first exchange (UK customers ONLY) but charges apply for subsequent exchanges.
International customers please note: an exchange will incur an additional delivery charge.
As soon as we receive your returned goods we will process your request. Replacement goods held in stock will be despatched within 7 working days. If your chosen substitute is not in stock we will contact you to offer either an alternative or a refund.
(Not open to public)
Unit 10 Manor Fm Business Park
If you would like to receive any further information on our returns policy please email us at email@example.com