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Our Policies

Carriage
International Orders
Privacy
Refunds and Exchanges
Returns and Cancellations
Security
Shipping
UK Orders

Carriage

divine-store offers a fixed carriage cost per order so, no matter how many items are purchased only one carriage cost is applicable. The following information outlines the carriage costs payable together with an indication of delivery times. However, please note timescales may vary depending on the country of destination. UK - 2 DAYS - £7.00. EUROPE - 7 DAYS - £14.00. INTERNATIONAL - 14 DAYS - £16.00.

International Orders

Delivery outside of the UK is via a number of our courier partners depending on the destination of the order. Once the order has been disptached we will confirm the courier together with the tracking number and anticipated delivery date. To accept the goods a signature will be required upon delivery. Orders shipped to countries outside of the European Community (EU) may be subject to additional charges due to import taxes and duties applied by Customs upon entering the country of destination. divine-store does not have any control over these charges and payment of any Customs related duties and taxes are to be met by the customer. In the event of non payment of Customs related duties and taxes divine-store will take the necessary steps to recover the goods in transit. Under these circumstances duties, carriage costs and an administration fee will be deducted from the value of the original order prior to any refund being processed. The administration fee payable would be calculated based on 10% of the total order value. For example, if the value of the order was £500 including carriage, the administration fee payable would be £50 plus any related duties and carriage costs incurred by divine-store to recover the goods.

Privacy

divine-store is 100% committed to safeguarding your privacy and the security of your personal information. All information provided to us at divine-store is treated as private and confidential. Under no circumstances will we disclose any information to a third party without your written consent except when required to do so by law. To register with divine-store we will need to know basic information about you such as your name, e-mail address and billing address. Any information collected as part of the registration process will be used for shipping purposes and will speed up the order process. Any personal information you choose to disclose to us can be viewed and updated at any time by logging onto our website and selecting My Divine. In order for us to process credit card transactions on-line we will also need to know details such as your card number, expiry date and billing address. Please note we do not hold copies of your credit or debit card details on our website. From time to time we may wish to inform you of special offers and new products via e-mail updates. If you do not wish to receive these updates then please uncheck the box within My Divine or alternatively, contact us at info@divine-store.com. We may on occasion review information collected on how our customers use and navigate our website. This information is collected purely to enhance our website shopping experience and will only be used to enhance the usability of our website. By accessing and using www.divine-store.com you consent to our trading terms and conditions together with our on-line policies. This includes the secure storage and usage of your personal information as outlined above.

Refunds and Exchanges

Refunds will be processed within 30 days of the receipt of the returned order. To safeguard our customers against potential fraudulent activity any refunds will be processed using the same payment method that was originally used to pay for the order. Therefore, if the order was paid for by credit card, then the refund would be credited back to the original credit card used in the earlier transaction. The return postage and packaging is at the expense of the customer. No refund will be given for costs incurred in returning your order to us. We strongly recommend a registered or recorded service is used for any returns to us. Please ensure all returned goods are packaged securely to prevent damage. divine-store accepts no responsibility for the damage or loss of any returned goods in transit. In the unlikely event of this occurring, it will be the customers responsibility to pursue a claim with the courier company. divine-store will only accept the return of faulty goods where there is a clear manufacturing default within a period of 2 weeks after delivery. All items returned as faulty will be inspected by divine-store and any such items deemed to be subject to wear and tear will not be accepted. divine-store will offer an exchange of goods where the item is proved to be faulty, if the same item is in stock at the time of return. Upon request, where possible, items deemed as faulty may be repairable. Please note any repairs do not come with any guarantees. Upon inspection of the goods divine-store will advise whether the item can be repaired and estimated timescales to complete the repair.

Returns and Cancellations

100% customer satisfaction is our number one aim. If you are not completely happy with your purchase(s) then return the order to us within 7 days of receipt of delivery, and we will refund the cost of the product item(s). Please note no refund will be given for any postage and packaging costs. To return an order to divine-store please e-mail us at info@divine-store.com. Once you have notified divine-store of your intention to return an order divine-store will confirm the next steps within 24 hours. Following the notification by divine-store of the return procedure, the order must be returned to divine-store, within 14 days. After this date, returns will only be accepted at the discretion of divine-store. divine-store will not accept any returns unless the correct procedure has been followed. All orders returned to divine-store, must be accompanied by a return identification number. Non-faulty goods MUST be returned back to us in their original UNUSED condition. This includes all packaging including gift boxes and tissue paper. All items MUST be returned with their original dust bags, authenticity cards and hang tags. divine-store will not accept any returns of non-faulty clothing which has been worn or soiled and had the tags removed. divine-store will not accept any return of non-faulty swimwear or lingerie unless the hygiene strip is still in place. divine-store will not accept any return of non-faulty footwear unless accompanied by the original designer shoe box. divine-store will not accept any return of non-faulty earrings due to hygiene reasons. We reserve the right to refuse any item returned to us, if any of the above conditions are not met satisfactorily. In the event of this occurring, the order will be returned to the customer by return.

Security

Security of information is paramount and therefore divine-store use a combination of techniques to ensure your transactions are secure. Our payment processing uses Apache web servers with industry standard SSL technology and 128 bit encryption. Our multilevel safeguards ensure data integrity.

Shipping

divine-store offers an International delivery service to all countries, with the exception of the United States of America and Canada. Each order is beautifully gift wrapped in tissue paper and a luxury box or carrier bag prior to dispatch. Packaging is security sealed with our branded parcel tape to prevent orders being tampered with. We aim to dispatch all orders within 48 hours subject to payment approval, verification of the delivery/billing address and stock availability. There may be occasions where, due to factors outside of our control, there is a delay in the delivery of your order. If this situation occurs then you will be advised accordingly. Orders are fully insured during transit. In the event of items being lost, damaged or tampered with during this period then divine-store will conduct a full investigation with the courier company. Items will not be replaced or refunded until the investigation is complete and the compensation claim approved. divine-store accepts no liability for any loss incurred as a result of the late delivery of an order. All prices include UK VAT at 17.5%. UK VAT will automatically be deducted from orders shipped to non-EU countries. If you have any questions regarding the delivery of your order please contact us at info@divine-store.com.

UK Orders

Delivery within the UK is via Royal Mail Special Delivery (Next Day) Monday-Friday excluding Public Holidays. Orders will be delivered by 1pm and will require a signature to accept the goods. Please note later times apply for remote parts of Scotland and for some other outlying districts in the UK.