Questions
Answered plainly.
No theatre — just what you actually want to know.
What is Divina, actually?
A beauty maison with a simple model: every piece is made to order for Divina by a partner lab and shipped from Toronto. Nothing is made ahead and stored — your order is produced when you place it. That's why it takes a few days longer.
Is Divina legit?
Yes, and here is how to check. The pieces are made for Divina by our partner lab, which ships from Toronto and states that it works to ISO 22716, the good-manufacturing standard for cosmetics (we haven't seen its certificate yet); checkout runs on Shopify's secure checkout (its address may read myshopify.com); anything damaged or incorrect is replaced or refunded in full. The house is new, so there are no reviews yet, and we won't invent any. The full answer is at divinaeternel.com/is-divina-legit.
Why made-to-order? Why not ship same-day?
Because nothing exists until you order it. There is no warehouse of finished bottles: the lab composes your pieces after the order lands, which takes two to four business days, and they leave on the lab's weekly dispatch — in all, 5–14 business days to the US, 5–17 to Canada and 9–28 elsewhere from your order. That is the whole of the claim. We are not going to tell you what a few weeks on a shelf would have done to the formula, because nobody has measured it for these pieces; we would rather describe what we do than what we imagine it proves.
When will I see a difference?
Honestly: hydration and comfort, the first evening. Tone and texture reward about four weeks of consistency, and the look of firmness and fine lines eight to twelve — anyone promising faster is selling the promise, not the formula. Each product page states the same windows under 'What to expect.'
Can the formulas be layered?
They were composed to be — cleanse, treat, hydrate, seal, in that order, thinnest to thickest. The Rituals sets do the layering for you. Introduce renewal serums gradually, two nights a week to start.
What is your shipping and returns policy?
Each piece is made fresh after you order (two to four business days, then the lab's weekly dispatch) and ships tracked from the lab in Toronto — 5–14 business days to the US, 5–17 to Canada and 9–28 elsewhere, counted from your order. The first time the lab makes a piece for us it can take up to two weeks longer. Standard shipping is free over $75 to the US and Canada, over $120 to the UK, Europe, Australia and New Zealand, and over $150 to Asia and the Middle East; below that, checkout shows your rate. Unopened items may be returned within thirty days; opened beauty items are non-returnable for hygiene. Damaged or incorrect orders are replaced or refunded in full, no return needed.
Are the products vegan and cruelty-free?
Cruelty-free without exception — nothing is ever tested on animals. Most formulas are also vegan, but not all, and we would rather name the exceptions than hide them. Going by our lab's ingredient lists, these contain an animal-derived ingredient: La Crème (beeswax); La Crème de Nuit (beeswax); Le Contour (lanolin alcohol and honey); Le Gommage Corps (honey); L'Anticerne (lanolin (as acetylated lanolin alcohol)); L'Éclat (lanolin and beeswax, and some shades may contain carmine); La Teinte (beeswax in sixteen of its twenty-two shades, and most may contain carmine; Shy, Cinnamon, Rose, Firedown and Dazzle read vegan); Le Crayon Lèvres (beeswax); Le Rouge (a synthetic wax rather than beeswax, but some shades may contain carmine); L'Élixir (honey (as mel extract)); La Crème de Jour (honey (as mel extract)); Le Mascara (beeswax). A few pieces have no published list yet; those pages say "cruelty-free" rather than "vegan" until we hold it. If a specific ingredient matters to you, write to care@divinaeternel.com before ordering.
Do you ship outside the US and Canada?
Yes, to 40 countries; the list is at divinaeternel.com/shipping. Outside the US and Canada, allow 9–28 business days from your order to your door. The first time the lab makes a piece for us it can take up to two weeks longer. Duties and taxes are not in our prices or collected at checkout: your country may charge them at the door. If the lab cannot ship an order to your country, the order is cancelled and refunded in full within 2 business days of the lab telling us.
How do I choose my shade?
Your jawline in daylight is the truth — match there, not on the wrist. Between two foundation shades, take the warmer one; it settles more naturally. Our two-minute Shade Finder (at /shade-finder) matches you in three questions — and if you're still unsure, send a well-lit photo to @divinaeternel on Instagram and we'll match you personally.
Something we didn't answer?
Write to Client Care