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Frequently Asked Questions
Orders
This section covers all aspects of order management, from purchasing and tracking to modifications, cancellations, and handling out-of-stock items.
Shipping & Delivery
This section covers shipping costs, transit times, order tracking, and how to resolve common delivery issues.
Payments
This section explains transaction security, applicable taxes, and cash on delivery.
Exchanges & Returns
This section explains the store’s policies and procedures for product returns, exchanges, and warranty coverage.
Orders
To explore our available products, start by visiting the product page and selecting a category based on what you are looking for. To make your search easier, you can use the filter in the top left corner of the page to sort by your preferred price range. If you already know what you want to buy, you can use the search bar to find it directly.
Once you have selected the items you wish to purchase, choose your size and color, then click on “Add to cart”. To complete your purchase, go to the shopping basket in the top right corner, fill in the necessary details for the delivery and payment details, and click on “Pay securely”.
Your order is only submitted to our system when the order confirmation window is displayed.
You can check the status of your order if it was placed through your registered Customer account. Simply log in, go to My Account, and click on the Orders tab.
An order confirmation email containing your order details is sent out as soon as the order is placed. This order confirmation is sent to the email address that was used to place the order. Sometimes this email can go straight to the spam or junk folder, so please also be sure to check there, just in case.
• Gift Cards purchased or issued in our online store can only be used on our official website: www.divvia.com.
• Once purchased or issued, Gift Cards cannot be exchanged for cash or refunded via any other payment method (such as wire transfer, Visa/MasterCard, or PayPal).
• If you choose to receive a return refund via a Gift Card, it will be sent to the email address entered in your original order after our warehouse verifies the returned goods. Gift Cards generated from returns cannot be exchanged for cash.
• Refunds for orders paid with Gift Cards will be refunded back to a Gift Card.
• Gift Cards can be used to purchase goods of equal, greater, or lesser value than your card balance. If your purchase amount is higher than your Gift Card balance, you will be asked to pay the remaining amount. If your purchase amount is lower, the remaining balance will be kept on the card for future use.
• Gift Cards can be used during sale periods, in conjunction with events, discounts, and promotions. You can also use multiple Gift Cards in the same order.
Note: Only registered customers can use Gift Cards.
If you need a shopping invoice, please contact us via internal message or email and provide your order number and the tax information required for invoicing. We will send you the invoice to you in PDF format via email.
If you are registered on the Divvia Online Store and place orders while logged in, all information regarding your order history will be safely stored under the Orders tab in your account.
At the moment, orders cannot be changed once confirmed because our warehouse immediately begins packaging and arranging express delivery.
If you wish to cancel an order that has just been placed, please contact us via internal message or email immediately. If the order has already been dispatched to the carrier, we will not be able to cancel it. In this case, you will need to accept the delivery and then process an exchange or return. For further information,
please see our Returns section.
Sadly, we cannot change a delivery address once an order is placed. However, you may be able to update it directly with the courier. Wait until you receive your tracking email, then provide your tracking number to the courier to see if they can amend the address. Please note this is not guaranteed and varies depending on the courier service.
If a mistake was made and the address cannot be changed, the order will need to be canceled, refused, or returned to us (please see our Returned to Sender/Refusal Fee policy). Once we receive the item(s) back, we will refund you within 3-5 business days.
Once your order is confirmed, it is highly unlikely that an item will be out of stock. However, if this happens, we will email you to let you know which item(s) are unavailable and confirm that a refund has been issued for those items. The refund will be made to the original payment method used for the purchase.
Shipping & Delivery
We offer free shipping for US orders over $50. Orders under $50 are subject to a flat shipping fee of $5.
All in-stock products are shipped within 1-2 business days. Orders placed on the weekend will ship on the following Monday.
You can track your order by logging into your Divvia account. The tracking link will be available there.Additionally, a shipping confirmation email with your tracking info is sent out as soon as your order ships. If you haven’t received this email yet, please allow 24-48 hours for your order to be dispatched. Be sure to check your spam/junk folder if you do not see it in your main inbox.
US orders usually take 3-7 days to arrive.
Please note that severe weather, public holidays, and postal strikes can cause unexpected delays. We recommend ordering with plenty of time ahead of any deadlines.
All orders are shipped from our local warehouses or the warehouse closest to your location.
If your tracking states ‘Attempted Delivery’, you must contact your local postal service immediately to reschedule, or the parcel may be returned to us. If you miss or refuse a delivery, we will treat it as a return once it arrives back at our facility. We will issue a refund for the purchase price to your original payment method, but shipping fees and customs fees are non-refundable.
Please note: To receive a refund, you must notify Divvia of any shipment refusal. Failure to do so will cause a significant delay in processing your refund.
If you have not received an item you ordered within 15 days from the delivery date, please contact us immediately. If you do not reach out within 15 days, we will assume you have received all your items and will close the shipping record. When contacting us, please provide your order number to help us assist you effectively.
Our customer service team will investigate the matter promptly. If we determine the item was not shipped, we will send a replacement as soon as possible. If the item is out of stock, we will issue a full refund for the missing item.
Payments
At Divvia, online shopping security is essential. All transaction data is processed using SSL encryption to guarantee maximum protection of your personal information. Our store also utilizes security certificates like VeriSign and the ATW certificate.
• For credit and debit card payments, you must enter the CVV (Card Verification Value), a security code printed on the card.
• For Visa and MasterCard payments, only SEC (Secure Electronic Trading) transactions are accepted. Once the card is confirmed to be part of the SEC system, the issuing bank is contacted to authorize the purchase. Your card will only be charged after the bank confirms authentication; otherwise, the order will be canceled.
If Customs Duty is required by your territory, you will be responsible for paying it to the local authorities. Whether Customs Duty is payable, and by how much, depends entirely on your country’s specific import regulations. We highly recommend visiting your local customs website to determine any potential charges.
Please note that Divvia is not liable for any unpaid customs fees that result in a package not being released, nor are we responsible for any return expenses incurred. If you refuse to pay the customs fee, we must first confirm with the courier that the parcel is being returned to Divvia before we can process a refund. A shipping and handling fee will be deducted from your final refund amount.
No, we do not currently offer a service that allows for payment upon receipt. All orders must be paid for online prior to shipping.
Exchanges & Returns
Exchanges are only accepted if the items are in their original, unused, and unwashed condition with all packaging fully intact (including the dustbag). Any exchanges must be initiated within 15 days of receiving your purchase.
Please note that return shipping costs are the responsibility of the purchaser. We will only reimburse shipping costs if the product is deemed faulty. Before returning the goods, you must email sales@divvia.com with your receipt of purchase and the reason for the exchange. All items are carefully inspected upon return. If an item is returned damaged, worn, or in an unsuitable condition, it will not be eligible for an exchange.
Returns are only accepted if the items are in their original, unused, and unwashed condition with all packaging fully intact (including the dustbag). Returns must be requested within 15 days of receiving your purchase.
Please note that return postal costs are the responsibility of the purchaser, and your order may be subject to a 10% restocking fee. Only in the event that the product is deemed faulty will the purchaser be fully reimbursed. Before returning goods, please email sales@divvia.com with your receipt and reason for return. If an item is returned damaged, worn, or in an unsuitable condition, we will not be able to process a refund.
Divvia products are made with care using high-quality materials. However, in the unlikely event that you experience a defect in materials, workmanship, or hardware within 12 months of purchase, we will repair or replace the item and cover the cost of shipping it back to you.
This warranty applies only to products used under normal conditions and for their intended purpose. It does not cover damage resulting from normal wear and tear, misuse, neglect, or overpacking beyond the bag’s design limits. Divvia is also not responsible for any damage to third-party items or consequential loss arising from the use of our products.
To make a warranty claim, your purchase must have been made directly from our website and be accompanied by a valid receipt or proof of purchase.