FAQ

How can i receive promotions and coupons?

Subscribe to our newsletter to receive emails about all the latest trends, new arrivals, exclusive offers, special events and promotions. Once subscribed you’ll receive an email with a 15% off welcoming discount code to use at checkout on your first online order on divoboutique.com

Subscribe to newsletter by clicking here

I signed up for the newsletter, but I am not receiving the email with the welcome code

If you’re not receiving our email with the 15% off discount code, we invite you to check your spam or make sure you entered the correct email address when signing up for the newsletter.

Why doesn't the welcome code apply to my purchase?

The 15% off welcome code you received by email after you correctly subriscribed to our newsletter is valid only by getting access to your account and manually entering it at checkout.
The code is valid once and cannot be combined with other codes, discounts or ongoing promotions. The code is valid only with a minimum spend of €100. The code is valid only for online purchases, not in our physical stores.

How can i create an account?

You can create a new account by clicking on the icon account  you see on the menù. A new page will open, click on CREATE ACCOUNT and fill out the form.

To create an account, you must provide the following information: name, last name, date of birth, email address and a personal password (we suggest you to also enter your shopping preferences for Women, Men or Kids).

You can also subscribe to the newsletter by flagging the 'SUBSCRIBE TO THE NEWSLETTER' box and you will immediately receive an email with a 15% discount coupon to use on your first purchase on divoboutique.com.

You can change your personal information at any time by getting access to your account.

Create you account by clicking here.

How can i change my password?

If you don’t remember your password account, click on the account icon on the menù and than just click on ‘forgotten password’.

If you want to change yor password, log in to your account and click the dedicated section ‘my personal data’ to modify your password.

Why is the promo code not applicable to my purchase?

Promo codes are valid on selected items (marked with a recognition symbol) and for a limited time only.

Promo codes cannot be combined with other codes, sales or ongoing promotions.
The promo codes are valid with a minimum spend of €100.

The promo codes communicated in our newsletters and the active promos on our website divoboutique.com are valid for online purchases only, not valid for purchases in our physical stores.

What are the shipment costs?

We offer free shipping on orders starting from ₩ 1.000.000.
For orders of smaller amounts, shipping costs may vary depending on the country, while returns are always free.

We ship all orders with DHL Express courier.

(In case of returns, where incurred, we remind you that shipping costs will not be refunded).
Here you can find the chart with shipping costs based on your country, click here.

When will my order be shipped?

Orders are processed and prepared by our team within 24 hours from the order date and given to DHL Express courier, who will deliver the order in 2 days (we remind you that shipments and deliveries are made from Monday to Friday).

During sales or special promotions, processing times may take longer.

You can find more information about expected delivery by clicking here.

Is it possible to cancel an order?

Only orders that have not been processed can be cancelled, so within 1 hour from the moment you received the order confirmation.

To request an order cancellation please immediatly send an email to customercare@divoboutique.com specifying the order number and and the intention to cancel the order.

Alternatively, you can contact our customer care on +39 0587 398155 (Monday-Friday during the working hours: 9am-1pm 2pm-6pm).

How can I request an invoice for my order?

During the checkout it will be possible to select the option ‘REQUEST INVOICE’ before completing the order.

It won’t be possible to request for a commercial invoice after placing the order.

Is it possible to add an item to an already completed order?

It wont’ be possible to add a new article to an already completed order. If you’d like to buy more articles, you’ll need to place a new order.

We remind you that multiple orders with the same shipping address will be shipped in a single shipment.

Is it possible to change the shipping address of an order I have already placed?

Unfortunately it is not possible to change the shipping address on an order that has been completed.

I’d like to receive my order in another time. How can I let you know?

If you want to place the order now, but want to receive it in some time, proceed as follows: before completing the order during checkout, enter the postponed date on which you want to receive the order in the 'NOTE' space . This way we will know when to send your order.
We remind you that it won’t be possible to manage this request after placing the order, so remember to do this operation before completing the order.

How can I return an item?

The return is free!
You can return your order within 14 days from the date of receipt of your purchase. Here's how to proceed:

- IF YOU PLACED THE ORDER WITH YOUR ACCOUNT:

Enter your account, click on 'My orders' section, select the order for which you want to make the return and click on 'RETURN' button, follow the procedure and send the request (you will receive an email confirming the operation).

Now use the prepaid DHL label that you found in the order, apply it outside the box you want to use and bring it to the DHL Point closest to you (view the map here: https://locator.dhl.com)

- IF YOU PLACED THE ORDER AS A GUEST (not logged into an account):

You will need to send your return request by filling out this form

Remember: The return is your responsibility, so we will deduct from your refund the cost of shipping costs incurred and the customs duties for returning to Italy. We remind you that shipping costs incurred during the order phase won’t be refunded, as well as the customs costs incurred upon receipt of the item.

For more details on returns click here.

Is it possible to change an item?

Unfortunately, we don’t offer the service of item exchange.

When will I receive my refund?

As soon as we receive your return, the items will be checked by our team and if the item is declared compliant we will process the refund using the same payment method used when placing the order (you will receive a confirmation email as soon as the refund has been processed) .

We remind you that shipping costs (if incurred) during the order phase will not be refunded.
You will see the refund in your account within 7-10 days, due to banking times.

For more details on refunds click here.

What do I do if I receive a defective item?

We guarantee that all our items are verified by our quality control department before they are shipped.

If you happen to receive a defective item, we ask you to send an email to customercare@divoboutique.com specifying your order number and photos of the defects (showing the security tag visibly attached to the item) so that we can assess the defect.

Our team will analyze your request and assist you as soon as possible.
Please note that items that have been damaged due to normal wear and tear, improper use or by accident, are not considered defective items.

I would like a gift box. How can I request it?

We inform you that all DIVO orders are carefully prepared by our operators with DIVO logo gift paper and ribbon.
If yours is an important gift and you want a special package, let us know at check out by selecting the 'request gift package' option. If you wish, also enter a message that we will include inside the package.
This service is free!

How can I check the status of my shipment?

As soon as your order is shipped you will receive a confirmation email with the DHL tracking number. By clicking on the tracking number you will be able to check the status of the shipment directly on the courier’s website.

Are the items sold on this website authentic?

Yes, of course! Divo Boutique is an authorized retailer for all brands present on the website and in our 4 stores located in S. Maria a Monte and Pontedera (Pisa) since 1959.  Divo boutiques and its official website offer genuine clothing, shoes and accessories from the most important designers and brands in fashion.

Do sold out items get restocked?

If a size is no longer available, it means that it is sold out. Unfortunately, we are unable to predict if an item will be restocked later in the season.

If you want to be notified when your size is back in stock, fill out the dedicated form on the product page, this way we will notify you if the size is back in stock!

We recommend that you periodically check the item page or the collection for new size availability or add the item to your WISHLIST to easily check its status.

How do I contact customer service?

Our customer service is always available to help you.  Contact details are as following:

Telephone +39 0587 398155
Hours: Monday-Friday from 9am to 1pm and 2pm to 6pm

MAIL: customercare@divoboutique.com
Hours: Monday-Friday from 9am to 1pm and 2pm to 6pm

WHATSAPP: +39 353 4449116
Hours: Monday-Friday from 9am to 1pm and 2pm to 6pm