HOW TO MAKE AN ONLINE RETURN
Returns and exchanges are free.
• Log in to your account under ‘My Returns' area and submit your return/exchange request, here you can track the status of your return/exchange.
• IF you placed your order as a guest and do not have an account, please send your return/exchange request via this form
• All items must be returned in the protective shipping box (the one you received with your package).
• Use the pre-printed return label you found in the package and attach it to the box so that it covers the shipping label.
• Each order contains only one pre-paid DHL label, so the items must be returned to divoboutique.com in one package.
• Take your package to your nearest DHL Service Point. You can find it here.
• Refund will be processed as soon as returned items have been checked and accepted by divoboutique.com. It will take place within 5 business days.
• Remember that shipping costs incurred when ordering will not be refunded.
• In case of exchange we will send you a confirmation of receipt via email and we will send you the items in the new size.
• N.B. If you choose 'Collect in store' option when placing your order, you won’t receive the prepaid label for the the free return, so you will have to return the order directly in store or at your own expense.
RETURN POLICY
• If for any reason clients are not satisfied with an order, the items can be returned within 14 days of the order’s delivery date.
• The Security Tag must still be intact and attached to returned items.
• It is mandatory to request the return through the RETURN REQUEST procedure in ‘My returns’ area in your account. If purchased as a guest please send your return/exchange request via this form
• No returns brought to our stores will be accepted without a prior RETURN REQUEST described.
• Returned items can only be shipped from the same country and address the original order was delivered to. Otherwise, the return will not be free of charge and shipping costs will be charged.
• Items must be returned with all original labels and tags still attached, packaging and other accessories (dust bags, hangers, garment covers etc.) received with the order.
• Returned items must not have been worn, washed or altered in any way. Soles of footwear must be in perfect condition and must not be marked in any way.
Shoes and other accessories must be returned with their original boxes, which must not be damaged and/or altered or used as the external parcel for the shipment.
Swimwear (bikini bottoms, swim shorts or briefs) and intimate apparel (briefs, boxers) must be tried on over underwear. Items that have any sign of use or wear will not be accepted and will be returned to the client.
• We reserve the right to refuse unauthorized returns and/or not sent in accordance with the Return Policy detailed on the website. If the return is not in compliance with our return policy, the items will be returned to the shipping address specified in the original order. If an unauthorized return is accepted, we also reserve the right to deduct a part of the refund amount to cover any administrative costs and/or restocking of missing items.
EXCHANGE POLICY
• You can request an exchange within 14 days from the items delivery date.
• Please remember that is mandatory to request the exchange through the CHANGE REQUEST procedure in the reserved area for registered customers, while for customers who purchased as a guest it is necessary to send your return/exchange request via this form
• No exchange brought to our stores will be accepted without the prior EXCHANGE REQUEST described.
• The exchange is valid only for identical items in different sizes; it is not possible to replace items in different colors or with different products (if the desired size is not available at the time of selection, proceed with the return).
• Changing an item into a different size is only possible once.
• The return can only be shipped from the country and address where the order was delivered. Otherwise, the return will not be free and shipping costs will be charged.
HOW TO MAKE AN IN STORE RETURN
Remember that in the case of in store-returns, the store is to be considered only a delivery point for your package, no exchanges of goods or returns will be made with the store staff, but only through the dedicated e-commerce office divoboutique.com, prior authorization sent via email.
Returns to the store are possible, but only by following the procedure indicated below.
It is mandatory to send the return request on our website before going to the store and delivering the return.
Without the return authorization email, the item cannot be brought in store, so proceed following the instructions below:
1. Access your account in 'My returns' section and submit the return request by entering 'return in store' as the return method, selecting the store you prefer. IF you placed the order as a guest customer and therefore do not have an account, send your return/exchange request via this form (wait for the return authorization email before going to the store)
2. Once you have received the email authorizing delivery of the return to the store, you can go to the store you have selected and deliver the return items to our staff (all items must be returned inside the protective shipping box, the one you have received with your package).
3. After we have checked the item in our e-commerce offices, if the return is accepted, we will send you a refund confirmation which will take place within 5 working days.
Remember that shipping costs incurred when ordering will not be refunded.
We remind you that if you collected your order using the 'Collect in store' option you won’t have the prepaid label available for the free return, so you will have to return the order in store or at your own expense.
HOW TO MAKE AN IN STORE RETURN FOR A SIZE EXCHANGE
Remember that in case of a size change request, the store is to be considered only a delivery point for your return, goods will not be exchanged with the store staff, but only through agreements with the competent e-commerce office divoboutique.com prior authorization sent via email. Once we have checked your returned item, our e-commerce office will notify you via email letting you know when you can collect the new requested size in store.
It is mandatory to send the size change request on our website before going to the store and delivering the return.
Without the size change authorization email, the item cannot be delivered to the store, so proceed following the instructions below:
1. Access your account in 'My exchanges' section and submit the exchange request by entering 'exchange in store' as the exchange method, selecting the store you prefer. IF you placed the order as a guest customer and therefore do not have an account, please send your return/exchange request via this form (wait for the exchange authorization email before going to the store).
2. Once you have received the email authorizing delivery of the return to the store, you can go to the store you selected and deliver the items you wabt to return to our staff. All exchange items must be returned inside the protective shipping box (the one you received your package in).
3. After receiving the package in the store, our e-commerce office team will check it and if the returned item is declared compliant, we will send you the new requested size (or if you prefer to collect it in the store, please just let us know and we will notify you by email when you can come to the store and take it).
4. We remind you that if you collected your order using the 'Collect in store' option you won’t have the prepaid label available for the free return of the item to be exchanged, so you will have to return the order in store or at your own expense.
REFUND
• The refund will be made through the same methods of payment used by the customer for the initial transaction.
• The refund will be issued in the same currency as the original purchase. Any differences in amounts due to exchange rate fluctuations cannot be refunded
• The refund of the return occurs after receiving the package and only if quality checks of the returned items are passed, within 5 working days.
• The amount relating to the returned products, once the return has been accepted, will be fully refunded excluding the original shipping cost, incurred at the time of the order.
• The refunded amount will be available in your account in approximately 5 working days and will still be visible on your next account statement. The timing of the credit may vary based on the banking circuit used.
• If you have requested a refund on your DIVO WALLET, we will upload the refund amount to your DIVO WALLET balance.
