Refund policy
Return & Exchange Policy
At The Diva, we are committed to delivering high-quality pieces that meet your expectations. Please review our return and exchange policy carefully before making a purchase.
Refund Policy
Some pieces on our website are crafted per order; therefore, refunds are not accepted. This detail is clearly indicated on the individual product pages. We encourage you to review product descriptions thoroughly before placing an order.
Return & Exchange Policy
We understand that sometimes a change may be necessary. We offer the following exchange policy:
- You may request a one-time size or model exchange within 7 days of receiving your product.
- To initiate an exchange, send an email to team specifying your reason for the exchange. Include your first and last name and order number in the email subject line.
- Once we receive the returned product and verify its compliance with our policy, we will process the exchange. If approved, the new product will be shipped to you free of charge.
- Items tried on prior to purchase in our store WILL NOT be exchanged or refunded.
- Exchanges that do not comply with the stated terms will be returned to the sender at the customer's expense.
Terms of Exchange
- One-time exchange policy: Only one exchange per order is permitted. A second exchange is not allowed.
- Product Condition: Items must be returned in their original condition with all tags and labels intact and undamaged. Items that have lost authenticity will not be accepted for exchange.
- Damaged Items: Exchange requests for items that are torn, broken, or deformed due to customer misuse will not be accepted.
- Hygiene Standards: Products with visible traces of wear, noticeable odors (perfume, deodorant, etc.), or any other signs of use will not be accepted for exchange.
- Promotional & Set Items: Exchanges are not available for free or promotional items. If you wish to exchange a product from a set, the entire set must be returned together; partial exchanges will not be accepted.
- Packaging Requirements: Items must be returned in their original packaging to ensure product safety during transit. Exchanges will not be approved for items returned without proper protective measures.
- Shipping Responsibility: Customers must ensure that return packages are securely packed and shipped with a traceable and insured courier service. The Diva is not responsible for lost or damaged return shipments.
For any inquiries regarding exchanges, please contact us via email. We appreciate your understanding and cooperation in ensuring a smooth and efficient process.