Client Care
Return & Refund Policy
Last updated — 21 September 2026
At a glance
Unopened pieces can be returned within 30 days of delivery. Anything damaged, faulty or incorrect is replaced or refunded in full, opened or not, and a photograph is enough. Refunds go back to the original payment method within five to ten business days of the return being received. Return postage is paid by the customer, except where the item was faulty or incorrect. To start a return, message Client Care on Instagram (@divinaeternel) with your order number.
Our promise
Every genuine concern is resolved quickly and with care. If anything arrives faulty, damaged, or not as described, the house makes it right — a replacement or a full refund, your choice. Please contact Client Care first; we resolve almost everything within a single exchange.
What may be returned
Unopened items may be returned within thirty (30) days of delivery, in their original, unused, resaleable condition with all packaging and seals intact.
What cannot be returned — for hygiene
For reasons of hygiene and safety, opened skincare and makeup cannot be returned or exchanged once the seal is broken. Gift cards are likewise non-returnable. This exemption does not apply where an item is faulty or materially not as described.
Faulty or not as described
Your statutory rights are fully honoured. If an item is faulty, damaged in transit, or materially different from its description, you are entitled to a remedy regardless of whether it has been opened. Contact us within thirty days of delivery with your order number and a photograph, and we will arrange a replacement or full refund at our cost.
How to begin a return
To begin, message Client Care on Instagram (@divinaeternel) with your order number, and say what arrived. Approved returns receive a return authorisation and instructions. Items must arrive in the condition described above; returns sent without authorisation, or outside the window, cannot be accepted. Original shipping is non-refundable except where the item was faulty.
Refund timing
Once an approved return is received and inspected, refunds are issued to the original payment method within five to ten business days. Your bank may take additional time to post the funds.
Shipping & delivery
Orders are dispatched with tracked delivery and typically arrive within five to twelve business days of your order in the US and Canada, and two to four weeks elsewhere. Higher-value orders may require signature on delivery. Title and risk of loss pass to you upon delivery to the address provided; please ensure your address is complete and correct, as we cannot be responsible for parcels delivered to an address you entered in error.
Your statutory rights
Nothing in this policy removes or limits any non-waivable consumer-protection right you hold under the law of your country of residence — including, where applicable, the EU/UK right of withdrawal (which itself excludes unsealed hygiene goods, perishables, and personalised items). Where local law grants you stronger rights, those rights prevail.
Before you dispute a charge
If something is wrong, Client Care will resolve it faster than your bank can. By placing an order you agree to contact us and allow us to remedy any issue before initiating a chargeback. For orders delivered and as described, we retain authentication, tracking, and acceptance records and will present them to your card issuer.