Shipping, Returns, and Refunds
Welcome to our Shipping, Returns, Refunds & Exchanges Policy page. Here, you'll find detailed information about our delivery process, how to return items, the conditions for refunds, and how to handle exchanges. Our goal is to make your shopping experience smooth, transparent, and worry-free. If you have any questions or need assistance, feel free to reach out to our Customer Care team
SHIPPING & DELIVERY
Where do we ship to?
We ship to GCC countries, including: UAE, Saudi Arabia, Qatar, Kuwait, Bahrain, and Oman.
If your country isn’t listed, please contact our customer service team to confirm shipping availability.
What are the shipping charges?
- UAE Delivery: A flat shipping fee of AED 20 applies.
- GCC Countries Delivery: A flat shipping fee of AED 50 applies.
Shipping charges will be calculated and displayed during the checkout process based on your order value and destination.
What about duties and taxes?
Duties and taxes are calculated and charged at checkout based on the delivery country. The total amount will be displayed before you confirm your order.
What are made-to-order items?
Some of our designers embrace the slow fashion approach by offering made-to-order pieces. Production time may vary from a few days to a few weeks, depending on the brand and product. Your piece(s) will be delivered within the indicated time frame.
To check exact shipping times for specific items, please refer to the product page before completing your order.
How can I track my order?
After placing an order, you will receive a confirmation email. Once your order is shipped, you will also receive a dispatch email containing all the details needed to track your shipment. Simply use the tracking number provided to monitor your delivery.
What happens if I shop pieces from multiple designers?
We collaborate with designers globally, so if you place a multi-brand order, your items may not arrive at the same time or in the same package. You will receive multiple shipment notification emails to track the status of each individual item.
What should I know about receiving my order?
To ensure your order arrives on time, please make sure someone is available to sign for the delivery.
If you choose to waive the signature requirement, we will leave your purchase outside the delivery address. Please note that by waiving the signature requirement, Diva Dar and the shipping carrier cannot be held responsible for any loss or damage that may occur after delivery.
RETURNS & REFUNDS
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What is your return policy?
We offer a "no questions asked" free-returns policy, allowing you to return items for any reason within 7 days of receiving your order.
To qualify for a refund:
- Items must be unaltered, unused, and in full sellable condition (or the condition in which they were received). Shoes must be brand new and without any damage.
- Items must be returned in their original packaging/box/dust-cover with all tags, product labels, and instructions still attached. Authenticity cards, if provided, should also be included.
- Swimwear must have the original hygiene liner attached.
- The return must include the original order confirmation.
Please Note:
- The return cost will be deducted from your final refund amount.
- Goods must be returned within 7 days of receipt. Items returned outside of this period are considered final sale, though a credit note may be issued at our discretion.
- Goods must be returned in the same condition as they were received. Damaged or soiled goods will not be accepted.
- Beauty items, grooming items, underwear, earrings, personalized items, and made-to-measure items cannot be returned.
- Some brands do not accept returns unless the product is defective or faulty upon delivery. Check the individual product page under the ‘Shipping and Returns’ tab for more information.
- Upon approving your return request, Diva Dar will provide a Return Label. Import duties and taxes associated with the return are the customer’s responsibility.
Important:
- Diva Dar is not responsible for goods that fail to reach the return address. Please use the Return Label provided to ensure secure transit.
- The original shipping charge and customs duties are non-refundable.
- We monitor customer return activity and reserve the right to refuse future returns if our Terms & Conditions are repeatedly breached.
If your order arrives damaged, contact Customer Care immediately with proof of damage to resolve the issue.
How do I submit a return request?
To submit a return request:
- Contact us at: cs@divadar.com
- You will receive a shipping label from the designer along with detailed return instructions within 2 business days.
- Once your return is received by the designer, it will be processed within 2 business days.
Important:
To ensure your return is adequately protected during transit, we recommend using the original packaging provided. This helps safeguard the items and ensures they are returned in acceptable condition.
What is the return policy for made-to-order items?
Made-to-order items are crafted specifically for you and may not be eligible for returns.
Please Note:
- Personalized items and made-to-measure items (where products are created based on your provided measurements) cannot be returned unless they are defective or faulty upon delivery.
- For detailed return policies specific to a product or brand, refer to the product page under the ‘Shipping and Returns’ tab before completing your purchase.
If you have concerns about a made-to-order item, please contact Customer Care at cs@divadar.com.
EXCHANGES
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Can I exchange an item I purchased?
At Diva Dar, we do not offer direct exchanges. If you need a different size, color, or item, you can return the original product for a refund and place a new order for the desired product.
Why doesn’t Diva Dar offer direct exchanges?
We believe that separating the return and reorder process ensures faster and more efficient fulfillment. This way, your desired replacement product can be processed immediately without delays caused by coordinating exchanges.
How can I replace an item with another?
To replace an item:
- Initiate a Return: Contact us at cs@divadar.com to start the return process.
- Receive Your Refund: After approval and receipt of the item, your refund will be processed.
- Place a New Order: Use the refunded amount or store credit to purchase the replacement item.
Will I have to pay for shipping again when I reorder?
Yes, shipping charges will apply to your new order. However, if your new order qualifies for free shipping (based on the order total or promotion), the shipping cost will be waived.
REFUNDS
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How do I request a refund?
To request a refund:
- Contact us at cs@divadar.com with your order details (order number and email address).
- Follow the return process: After approval, you will receive a return shipping label and instructions.
- Once your returned item is received and inspected, your refund will be processed.
How will I receive my refund?
Refunds are processed based on your original payment method:
- Credit Card or Online Payments: Refunded to the original payment method within 2 business days after the return is approved.
- Cash on Delivery (COD): Refunds will be issued as store credit, which can be used for future purchases.
What items are eligible for a refund?
Refunds will only be issued for items that meet our return policy conditions:
- Items must be unaltered, unused, and in full sellable condition.
- Items must include all original packaging, tags, and accessories.
- Returns must be initiated within 7 days of receipt.
Non-Refundable Items:
- Beauty items, grooming items, underwear, earrings, personalized, and made-to-measure items.
Will the cost of return shipping be deducted from my refund?
Yes, the return shipping cost will be deducted from your refund amount. The exact amount will be communicated during the return request process.
Are delivery delays eligible for a refund?
Refunds will not be issued for delays caused by:
- Missing or incorrect information provided by the customer (e.g., wrong address or contact details).
- External factors beyond Diva Dar’s control, such as weather conditions, strikes, or road closures.