Please note: These policies apply exclusively to orders placed directly on www.divvia.com.

Order Questions


Once your order is shipped, we will send a confirmation email and/or text message containing your tracking ID and a link to monitor your package's journey. Please allow 1 to 2 business days for the tracking information to update in the carrier’s system. You can also log into your customer account to check your order status and history at any time.


Order confirmation emails are sent out automatically as soon as an order is placed. If you don't see it in your inbox, please check your spam or junk folder, as it occasionally ends up there. If you still cannot locate it, reach out to us at hello@divvia.com.


We process and ship orders as quickly as possible so you can receive your bag without delay. Because our warehouse begins packaging immediately, we cannot guarantee changes or cancellations once an order is confirmed. If you need to make a change or cancellation, please contact us at hello@divvia.com immediately after placing your order, and we will do our absolute best to accommodate your request.


Please contact hello@divvia.com immediately if you notice an error in your shipping address. While we have a very small window to update it before fulfillment, we cannot guarantee changes once the order is processed. If the package has already shipped, you will need to coordinate directly with the carrier using your tracking number, or wait for it to be returned to sender.


Once your order is dispatched, it is handled by the carrier (such as UPS, USPS, or DHL). If you are not home, we suggest contacting the carrier directly to reschedule delivery or request holding your package at a local secure pickup location (e.g., a local access point).


Divvia is not responsible for lost or stolen packages if the tracking information confirms delivery to the provided address. If your package is delayed, held up by customs, or marked as delivered but missing, please file a claim directly with the shipping carrier. Once a claim has been filed, please contact us at hello@divvia.com with your claim number so we can assist you further.


It is rare for an item to be out of stock once your order is confirmed. However, if this unexpectedly occurs, we will notify you via email immediately and process a full refund to your original payment method within 3 to 5 business days.


Divvia accepts all major credit and debit cards (Visa, MasterCard, American Express, Discover, JCB), as well as accelerated checkout methods such as Shopify Pay, Apple Pay, and Google Pay. All transactions are securely processed in USD.

Shipping Questions


We offer free standard shipping on all US orders over $50. Orders under $50 are subject to a flat shipping fee of $5.


All in-stock products are processed and shipped within 1–2 business days. Orders placed on the weekend will be processed and shipped on the following Monday.


Once your order ships, you will receive an email confirmation containing your tracking link. Please allow 24–48 hours for the tracking information to update in the carrier’s system. If you haven’t received this email, please check your spam/junk folder. You can also view your order status by logging into your Divvia account on our website.

WHY DOES MY TRACKING NUMBER SAY "LABEL CREATED"?


If your tracking status shows "Label Created" or "Pre-Shipment," don’t worry! This is normal. It means your order has been packed and a shipping label has been generated, but the carrier has not yet scanned the package into their system. It usually takes 24–48 hours for the first scan to appear.


Please verify your shipping address before finalizing your order. Because we fulfill orders quickly, there is a very small window to make changes. If you notice an error, please contact us at hello@divvia.com immediately. While we cannot guarantee changes once the order is processed, we will do our best to accommodate you.


Divvia is not responsible for lost or stolen packages once the carrier confirms delivery. If your tracking states "Delivered" but you have not received your package, please file a claim directly with the shipping carrier (UPS, USPS, or DHL) using the tracking link provided. Once a claim has been filed, feel free to email us at hello@divvia.com with your claim number so we can assist you further.


If you receive your package and find an item is missing, please contact us within 15 days of the delivery date. After 15 days, we will assume the order was received in full and will be unable to assist with missing item claims. When contacting us, please provide your order number so we can investigate the shipment and send a replacement or issue a refund if the item was not shipped.


If your tracking status indicates "Attempted Delivery," please contact your local postal service immediately to reschedule. If a package is refused or returned to us due to multiple failed delivery attempts, it will be treated as a return. We will issue a refund for the item's purchase price to your original payment method, but please note that shipping fees are non-refundable.

Returns Questions


To initiate a return or exchange, please log into your customer account on our website or email us at hello@divvia.com with your order number and the reason for your request. Once approved, we will provide you with clear instructions on how and where to send your package. Please note that items sent back without prior notice or a return request will not be accepted.

WHAT IS YOUR RETURNS POLICY?

We want you to love your Divvia bag! We accept returns and exchanges within 30 days of receiving your purchase.

  • To be eligible, items must be in their original, unused, and unwashed condition with all tags attached and packaging fully intact (including the dust bag and original box).
  • Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective, or incorrect.


Items purchased during promotional or sale events are considered final sale and are not eligible for return or exchange. However, if your sale item arrives damaged, defective, or with a quality issue, our standard defect policy applies—please contact us immediately at hello@divvia.com so we can make it right.


If you no longer have the outer shipping box, you are responsible for providing a secure, sturdy alternative box to ensure the bag is safely protected during transit. We do not provide reimbursements for packaging materials. Please ensure the product's original branded packaging and dust bag are still included inside.


Once your returned package is received and inspected at our warehouse, we will send you an email confirmation. If approved, your refund will be processed immediately, and a credit will automatically be applied to your original method of payment within 3 to 5 business days (depending on your bank or credit card issuer). Please note that original shipping fees are non-refundable.

Warranty Questions

WHAT IS THE WARRANTY ON YOUR PRODUCTS?


Every Divvia bag is meticulously crafted with care using premium materials. 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 shipping costs to send it back to you.

Our warranty applies only to products used under normal conditions and for their intended purpose.

  • What's Covered: Manufacturing defects in materials, stitching, zippers, and hardware.
  • What's Not Covered: This warranty does not cover damage resulting from normal wear and tear, misuse, neglect, or overpacking beyond the bag’s structural design limits. Additionally, Divvia is not responsible for any damage to third-party items (such as laptops, cameras, or personal belongings) or any consequential loss arising from the use of our products.

To file a warranty claim, your purchase must have been made directly from our official website (www.divvia.com) and be accompanied by a valid receipt or proof of purchase.

If you believe your item has a manufacturing defect, please email us at hello@divvia.com with your order number, a brief description of the issue, and clear photos of the affected area. Our customer support team will review your request and guide you through the next steps.