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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 the available products, start by visiting the product page and select the category section, depending 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 choose the price you want. If you already know what you want to buy,
Once you have selected the items you wish to purchase, choose the size or color and click on “Add to cart”. To complete your purchase, go to the basket in the top right corner, fill in the necessary details for the delivery and payment method and click on “Pay securely”.
Your order is only submitted to our system when the order confirmation window is displayed.
You can only check the status of your order if it was placed through your Customer account. To check, go to the My Account in the Orders tab.
An order confirmation email containing your order info 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 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 in our official online store www.divvia.com.
Once purchased or issued, Gift Cards cannot be exchanged for cash or refunded via any other payment method (wire transfer, Visa/MasterCard or PayPal).
If you choose to get a refund via Gift Cards, the refund will be sent to the email address you entered in your order and will be sent after our warehouse verifies the compliance of the goods. Gift Cards generated by returns cannot be exchanged for cash or paid with the same payment method used by the customer in the original order.
Refunds for orders paid with Gift Cards will always be refunded in the same way as other Gift Cards.
Gift Cards can be used to purchase goods of equal, greater or lesser value than your sales. If your purchase amount is higher than your sales, you will be asked to pay the remaining amount. If your purchase amount is lower than your Gift Cards sales, the remaining amount will be retained.
Your Gift Cards can be used during the sales period. You can use multiple Gift Cards in the same order.
Gift Cards can be used for any goods and can be used in conjunction with events, discounts and promotions.
Only registered customers can use Gift Cards.
If you need to obtain a shopping invoice, please contact us via internal message or email and provide the order and tax information required for invoicing. We will send you the invoice in PDF format through the order shipping confirmation email.
If you have registered on Divvia Online Store and you complete your orders while you are logged in, all the information regarding your order history will be stored in oders.
At the moment, orders cannot be changed because we arrange warehouse packaging and express delivery immediately as soon as the order is confirmed.
If you wish to cancel an order that has just been processed, please contact us via internal message or email immediately.
If the order has already been sent to the carrier, we won’t be able to cancel it. In this case, you will have to accept the order and then exchange or return it.
For further information, see the terms and conditions in Returns.
If you wish to cancel an order that has just been processed, please contact us via internal message or email immediately.
If the order has already been sent to the carrier, we won’t be able to cancel it. In this case, you will have to accept the order and then exchange or return it.
See the terms and conditions in Returns.
Sadly we cannot change an address with the courier once the order is placed, however it is possible you may be able to get this updated with the courier by contacting them directly.
To do this, please wait until you receive your tracking email directly from the courier as it will contain your tracking number that you can provide to the courier in the hopes they can amend the address for you. Please note this is not guaranteed and services can vary from courier to courier.
If you have made a mistake the order will need to be canceled, refused or return to us(please see Returned to Sender/Refusal Fee). Once we receive the item or items back we will refund you in 3-5 business days.
If your order is confirmed, the probability of the item being out of stock is highly reduced. However, if this happens, we will send you an email letting you know which item(s) is/are out of stock, and confirming the refund of the amount that you paid for the item(s).
The refund will be made by the same payment method used when you made the payment.
Shipping & Delivery
Free shipping for US orders over $50. Orders below $50 require a 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 should appear there. Also, a shipping confirmation email with your tracking info is sent out as soon as your order is shipped. If you haven’t received this email yet, please wait 24-48 hours for your order to be dispatch. This email is sent to the email address that was used to place the order, but sometimes the confirmation can go straight to the spam folder, so please also be sure to check there, just in case.
US orders usually take 3-7 days.
*Please understand that weather, public holidays & strike can cause postal delays, so please order with plenty of time before any deadlines.
All orders are shipped from local warehouses or nearby warehouses.
If your tracking states ‘Attempted Delivery’ you must phone or reschedule delivery with your country’s postal service immediately or the parcel may be returned to us. If you missing delivery or refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method, but shipping fees and customs fees are non-refundable. Please note, in order to receive a refund, you must notify Divvia of any shipment refusal. Failure to do so will cause a significant delay in the receipt of your refund for any refused items.
If you have not received something you ordered from Divvia within 15 days from the delivery date, we encourage you to contact us as soon as possible. If you do not reach out to us within 15 days of placing the order, we will assume that you have received all of your items and will not keep a record of the shipping information. To ensure that we can assist you effectively, please provide us with your order number and any other relevant information when contacting us.
Our customer service team will investigate the matter promptly and take the appropriate action. If we determine that the item was not shipped, we will send a new order to you as soon as possible with the missing item. If the item is out of stock, we will issue a full refund for the item(s) in question.
Payments
For Divvia, security when shopping online is essential. Transaction data is processed with SSL encryption, to the entity.
Additionally, the Divvia online store uses such as VeriSign and the ATW certificate to guarantee maximum protection of your data.
For payments with credit and debit cards, you must enter the CVV (Card Verification Value), a code printed on the card that serves as a security measure in e-commerce transactions.
For payments made with Visa and MasterCard, only SEC (Secure Electronic Trading) transactions will be accepted. After confirming that the card is part of the SEC system, a call is made to the issuing bank so that it can authorize the customer to make the purchase. Once the bank confirms authentication, the card will be charged. Otherwise, the order will be canceled.
If Customs Duty is required by your territory, you’ll be responsible for paying it to the authorities. Whether Customs Duty is payable, and by how much, depends on your countries specific regulations.The charges vary and you should always visit your country’s customs website to determine how much you will be required to pay.
Please note that Divvia is not held liable for any unpaid fees, resulting in the package not being released and is also not responsible for returning of the bag or any expenses incurred following dispatch.
If you decide to refuse the customs fee, we must confirm with the courier that your parcel will be returned back to Divvia before processing a refund for your order and a shipping and handling fee would be deducted from your refund.
We do not have a service which allows for payment upon receipt.
Exchanges & Returns
Exchanges can only be accepted if in original, unused condition with all packaging fully intact (including dustbag). Any exchanges must take place within 15 days from receiving your purchase. Please note that postal costs for the returned goods are the responsibility of the purchaser, and only in the event that the product is deemed faulty will the purchaser be reimbursed. Before returning the goods, you will need to email sales@divvia.com with receipt of purchase and reason for return/exchange.
To receive a full refund on eligible returns, all items must be returned to us unworn, unused, unwashed and in the same condition you received them. If an item is returned to us damaged, worn, or in an unsuitable condition, we won’t be able to give you a refund. All items are inspected on return.
Returns can only be accepted if in original, unused condition with all packaging fully intact (including dustbag). Any returns must take place within 15 days from receiving your purchase. Please note that postal costs for the returned goods 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 reimbursed. Before returning the goods, you will need to email sales@divvia.com with receipt of purchase and reason for return/exchange.
To receive a full refund on eligible returns, all items must be returned to us unworn, unused, unwashed and in the same condition you received them. If an item is returned to us damaged, worn, or in an unsuitable condition, we won’t be able to give you a refund. All items are inspected on return.
Divvia products are made with care using quality materials, however in the unlikely event that you experience a defect in materials, workmanship or hardware within 12 months of purchase, we’ll 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. Please note, Divvia is not responsible for any damage to third party items or consequential loss arising from the use of our products.
To make a claim, purchases must have been made directly from our website and be accompanied by a receipt or proof of purchase.
