DIVINA
DIVINA
Client Care
Last updated — 19 June 2026
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 write to Client Care first; we resolve almost everything within a single exchange.
Unopened items may be returned within thirty (30) days of delivery, in their original, unused, resaleable condition with all packaging and seals intact.
For reasons of hygiene and safety, opened beauty, skincare, and ingestible wellness items cannot be returned or exchanged once the seal is broken. Personalised and made-to-order pieces, perishable goods, gift cards, and items marked Final Sale are likewise non-returnable. This exemption does not apply where an item is faulty or materially 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.
Write to care@divina.com with your order number. 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.
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.
Orders are dispatched with tracked delivery and typically arrive within two to seven business days depending on destination. 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.
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.
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.