Refund policy

Assistance and contact
DIVINA cares about its customers and always tries to make them feel comfortable.
If you need information or are not satisfied with the articles, please do not hesitate to contact us, we will be happy to help you and will do everything we can to meet your needs.

Phone number: +393884617843
Email: info@divinaitaliandesign.it

Return policies
Divina accepts returns for defective or non-conforming goods within 14 days from the date of delivery of the order.
Items must be shipped in their original condition within 14 days of DIVINA's authorisation of the return, and not before notifying our Customer Service via email at info@divinaitaliandesign.it. Our After-Sales Manager will contact you and follow you step by step in returning the items to our warehouse. If you wish to change the size or colour of the same article, or a different article, our procedure is to request the return of the article, which will be refunded to you, and to proceed with a new order.

In the case of defective items, DIVINA will be happy to cover the shipping costs (in this case you will need to prove the defect by means of a photo and wait for confirmation from the company on the existence of the defect. Complaint handling times can take up to 15 working days).

For orders placed outside the European Union, for reasons of hygiene, it is unfortunately not possible to exchange or request the return of items, pursuant to Art. 59 of Legislative Decree 206 of 6 September 2005 and ss. mm. and ii. (the so-called Consumer Code). Gift boxes are not subject to return and cannot be refunded.

What to do and what not to do
To make an article:
1. Notify us of your intention to return an item by the fourteenth working day after delivery of the goods.
2. Wait for our Customer Service to process the request and send the return authorisation label which must be affixed to the return envelope
3. Ship the product in its original condition (preferably in its original box). DIVINA does not accept returns concerning the same order but sent separately in two different shipments.
4. Return the item together with its original tag. Items returned without the tag will not be accepted.
5. DIVINA undertakes to refund the full amount, excluding shipping costs.
6. In the event that the above conditions are not followed, or the returned item is used or damaged, DIVINA will not proceed with the refund. In this case you can decide to have the previously purchased item back at your own expense. After this last shipment you will no longer be able to return the item.

Refund times
The refund will be issued within 14 days after delivery. The time required for the refund varies depending on the payment method you prefer to use:

- Credit Card:
timing depends on the credit institution that issued your card. In any case, the date of the re-credit value will be the same as that of the debit value. As soon as the refund is issued, we will notify you by e-mail. In the event of imminent expiry of the credit card, the refund will be made by bank transfer to the details sent by the customer. DIVINA is not responsible for non-communication of credit card expiry and refunds made on expired cards.
- Paypal:
the refund will be made directly to your Paypal account after notification by e-mail. You will also receive a final communication from our Customer Service.