Shipping & returns

shipping-returns

SHIPPING & RETURNS

SHIPPING

• Customers’ orders will come directly from the designer’s studio and the product description states what country your order will be shipped from. Designers provide top notch delivery methods in order to ensure complete customer satisfaction.

• The delivery time frame for items that are available in stock is usually between 2 and 5 working days. However, delivery times are dependent on when the order is processed and on the designer’s and customer’s location. Taking into account that all items are delivered directly from the designers, if a customer has multiple items within their order, these items may be delivered at different times.

• For Made to Order Items delivery times can vary between 2-4 weeks from order processed date.

• DIVANOOR and its designers are not responsible for any delays caused by any local customs clearance processes.

• If the customer’s order cannot be delivered within the timeframe specified at the time the order is placed, DIVANOOR will notify the customer and try to rectify the situation as quickly as is practically possible. All new orders are deemed separate and each is treated individually.

TAX & CUSTOMS FEES

• If the customer orders purchases items from a designer based outside of their country the customer’s purchase may be subject to import duties and taxes, which are levied once the goods reach the country of destination. Any such charges levied in relation to customs clearance must be borne by the customer. DIVANOOR and its designers have no control over additional charges in relation to customs clearance. We recommend that the customer checks with their local customs officials or post office for more information regarding importation taxes/duties that may be applicable to their online order.

RETURNS

The return policy for an item sold by a designer or a brand on DivaNoor is governed by that seller. If you do not receive your product or you have received a product that is damaged or that does not match the description provided in the product listing, or if you simply would like to return an item, you can request a return from the vendor.
Before you make any purchase on the site, we encourage you to check the designer’s return policy featured on all the products listed on the site.
In case you need further assistance, and your issue has not been resolved, you can always contact our Customer Support. We will do our best to help you with any issue that remains unresolved between you and a designer.
If you have received an item from DivaNoor as a gift, please contact us at info@divanoor.com and we will be glad to help you with the designer’s contact information.

RETURNS POLICY

• Our designers are required to state their return policy on their products’ pages. Please make sure you read their policy before making a purchase. Returns outside the designer’s timeframe will only be accepted at their discretion.

• All returns should be sent back to the designer’s address listed in their Return Policy in the original packaging provided. In order to receive a refund or exchange, the item(s) must be unworn and in perfect condition, with all labels attached and in the original packaging. Cosmetics products must be unopened and unused in any way. Any returns that are damaged, soiled or returned without their original labels may not be accepted and may be sent back to the customer.

• Returning Your Order: To return an item, sign into your DivaNoor account and locate your item from your ORDERS page. Click the Request Return button and send the request. The vendor will contact you with the instructions on how to proceed. If you need further assistance, please get in touch with info@divanoor.com

• Once your return arrives back at the designer’s address, it generally takes between 2-3 days to be processed, upon which you will be notified via email once your return has been successfully completed.

REFUNDING

• In case of damaged or incorrect merchandise (wrong style, size or color, item not as described), our designers are requested to offer complimentary return shipping to the customer once the damaged merchandise is returned. DIVANOOR will process the refund within 10 business days following the designer receiving the returned item.

• In case the merchandise is simply unwanted, the designers may decide not to offer complimentary return shipping to the customer.

• With exchanges, the customer’s new item(s) will be shipped to them as soon as the designer receives its returning package and any additional payment which is required.

• Items that are Made to Order are not refundable. Made To Order Items are bespoke and our designers only start production after an order has been placed. International customs duties and sales taxes are not refunded for any shipments.

• Once the designer has received your returned merchandise, DivaNoor will refund the original card used to place the order and send you a confirmation e-mail. Alternatively, the customer can choose to receive a voucher code to place a new order.