HOW TO MAKE AN ONLINE RETURN
• Log in to your account under ‘My Returns' area and submit your return request, here you can track the status of your return.
If you placed your order as a guest and do not have an account, please send your return request by filling out 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-printed 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.
• Returned items will be refunded excluding the original cost of shipping.
• No returns are accepted for underwear.
RETURN POLICY
• If for any reason clients are not satisfied with an order, the items must be returned within 14 days of the order’s delivery date.
• Return shipping fees, as well as any customs duty fees, are paid by the customer.
• Please note that once the return is made, when the item arrives at Italian customs, the customer will receive an email with a payment link for customs duties (valid 24 hours from the sending of the link). Once the payment is settled, the item will be cleared through customs and will be returned to our stores. If the payment is not made, the merchandise will be sent back to the customer, and the return will not be accepted by us.
• Returned items will be refunded excluding the original cost of shipping (if incurred).
• The products must have been purchased online and not in store.
• 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 request by filling out this form.
• We do not accept products exchange.
• Please note that shipping costs for the return of the product/s shall be borne only by the customer.
• Returned items can only be shipped from the same country the original order was delivered to.
• 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 and will be returned to the customer at their own expense. 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.
REFUND
• divoboutique.com will refund the price you paid at the time of purchase (shipping cost excluded) for the returned items. We will deduct the return cost (shipping cost and customs fees for the return to Italy) from your refund. Remember that shipping costs incurred when ordering will not be refunded. Please remember that once the return is made, when the item arrives at Italian customs, the customer will receive an email with a payment link for customs duties (valid 24 hours from the sending of the link). Once the payment is settled, the item will be cleared through customs and will be returned to our stores. If the payment is not made, the merchandise will be sent back to the customer, and the return will not be accepted by us.
• divoboutique.com shall refund the customer using the same methods of payment used by the customer for the initial transaction.
• Refunds will be issued in the same currency as the original purchase. Any differences in the amount refunded are due to exchange rate fluctuations and will not be reimbursed.
• The refunded amount will be available to clients in roughly 7 days and within their next billing statement. Processing time may vary depending on the banking system used.
