Track, cancel, return, or report an issue: all from your account, instantly and at any time. Log in with the email you used to purchase.Track, cancel, or report an issue: all from your account, instantly and at any time. Log in with the email you used to purchase.
Go to my accountOrders, returns, and issues, without waiting.In your store, sales are final. If a product arrives damaged, defective, or incorrect, open an issue from "Problem with my order": we'll resolve it at no cost.
Topics
What can I do from my account?
Log in with your email at divainparfums.comdivainparfums.co.ukdivainparfums.codivainparfums.mx (or in the app) and you'll have:
- Orders: status of each order, carrier, tracking number, and invoice.
- Orders → Cancel order: as long as the order is not prepared.
- Orders → Request a return: choose the items and receive the label by email.
- Account → Problem with my order: report an issue with photos, track its status, and modify it if needed.
- Your addresses, data, wish list, and communication preferences.
If you purchased as a guest, log in with the same email from the order and it will appear automatically.
How do I log into my account?
- Click Log in at the top of the website (or open the app).
- Enter your email: we send you a one-time code. No passwords to remember.
- Use the same email you used for your orders to see them all.
Didn't receive the code? Check spam and promotions and make sure the email is exactly the one from the order.
I don't see an order in my account
Almost always, the order was made with another email (a letter changed, work email, your partner's…). Check the confirmation email: the address it was sent to is the order's email.
If it's yours but you can't log in with that email, write to us at divain@divainparfums.comhello@divainparfums.co.ukdivain@divainparfums.codivain@divainparfums.com with the order number and the full name of the buyer and we'll link it to your account.
What is "Problem with my order"?
The section of your account where you open and track issues: broken or defective product, something missing, received another item, order not appearing or marked as delivered without being in your possession.
Each issue has a number (DV12345), a visible status at all times, and can be expanded or corrected from the same place. We reply by email within 24 working hours.
- Received: we have it and will review it shortly.
- In process: our team is working on it.
- Awaiting your response: we need something from you; check your email.
- Awaiting carrier response: claim opened with the carrier; we await their response.
- Resolved: closed. If the issue persists, open a new one.
How do I track my order?
When it leaves the warehouse, you receive an email with the tracking link. And you always have it in Account → Orders: open the order and you'll see the carrier, tracking number, and status.
If the tracking hasn't moved for days, open an issue in Account → Problem with my order ("Tracking not updating") and we'll claim it with the agency.
Can I cancel my order?
- As long as the order is not prepared, you can cancel it yourself in Account → Orders → Cancel order. Full and automatic refund.
- If you no longer see the button, the order is in preparation and can no longer be canceled.
- If it's already on its way, request the return from your account upon receipt (14 days).If it's already on its way, it can't be canceled: sales are final.
Can I change the delivery address?
Yes, as long as the order hasn't been prepared: go to Account → Orders, open the order and click "Change address". The change is applied immediately.
Once prepared, our team can no longer modify it. In that case, contact the shipping agency directly from your tracking link (you have it in the order details, in your account) and request the change there.
Items in a confirmed order cannot be changed: if it hasn't been prepared yet, cancel it from your account and order again.
I haven't received the confirmation email
Check spam and promotions. If you purchased with your account, the order is in Account → Orders.
If it doesn't appear anywhere, the order email has an error: write to us at divain@divainparfums.comhello@divainparfums.co.ukdivain@divainparfums.codivain@divainparfums.com with the full name and purchase date and we'll locate it.
A perfume is out of stock, when will it be back?
On the product page, click "Notify me when available": we'll write to you as soon as it's back in stock. We can't give you an exact restock date, but we'll notify you as soon as it's back.
Restocks and launches are also announced in the newsletter and on social media.
The price in my cart has changed
Prices already include current promotions. Having a product in the cart does not freeze its price: if the promotion ends before you pay, the price updates at checkout. It's not an error.
Can I purchase without registering?
Yes, as a guest with your email and address. But without an account, you won't be able to cancel the order, request a return, report issues, or view the history. Logging in later with the same email retrieves all your orders.
Can minors purchase?
Our products are intended for adults. If you're a minor, you need authorization from a responsible adult.
In which currency is my order charged?
In EUR (€)GBP (£)USD ($)MXN ($). Prices include applicable taxes.
What sizes are the perfumes?
The perfumes are 100 ml. You'll also find 1 ml miniatures (Try & Buy), gift packs, and sets.
Where do you ship to?
Throughout the Peninsula and the Balearic Islands (with extended delivery time). We do not ship to the Canary Islands, Ceuta, Melilla, Andorra, or Gibraltar.Throughout the European Union from divainparfums.com. For the United Kingdom, United States, Canada, and Mexico, use your country's store.Throughout the United Kingdom from divainparfums.co.uk.To the United States and Canada from divainparfums.co.Throughout the Mexican Republic from divainparfums.mx.
For now, we do not ship to any other country.
How long does my order take?
Business days from when it leaves the warehouse (the moment you receive the tracking email):
- Peninsula: 24–48 h
- Baleares: 2–4 days
- Spain (peninsula): 24–48 h · Baleares: 2–4 days
- Portugal: 2–3 days
- France: 2–5 days
- Italy: 2–6 days (islands and remote areas, up to 11)
- Germany, Netherlands, Belgium: 3–6 days
- Ireland, Austria, Denmark, Croatia, Slovakia, Luxembourg, Finland, Poland, Romania, Czech Republic, Sweden: 3–7 days
- Bulgaria, Latvia, Lithuania, Estonia, Greece, Hungary: 5–10 days
- United Kingdom: 3–7 days
- United States: 2–7 business days depending on the state
- Canada: 7–10 business days
- Mexico City: up to 3 business days
- Rest of the Republic: up to 6 business days
Deliveries are Monday to Friday. If your order exceeds the timeframe, open an issue in Account → Problem with my order ("It hasn't arrived and the timeframe has passed") and we'll claim it with the agency.
How much does shipping cost?
Standard shipping €4.50 to home or €3.60 to a pickup point for orders under €30. From €30, free.The cost and free shipping threshold depend on the country and are shown at checkout before payment.The shipping cost and free shipping threshold are shown at checkout before payment.The shipping cost and free shipping threshold are shown at checkout before payment.Standard shipping $100 MXN for orders under $700 MXN. From $700 MXN, free.
All details by country can be found in the shipping policy.
Can I receive it at a pickup point?
Yes, if it's available for your address, you choose it at checkout. The agency will notify you by SMS or email with the point and the pickup code; go with the code and your ID.
If you haven't received the code or the package is at a different point than you chose, contact the agency directly from the tracking link of your order (you have it in Account → Orders): they will resend it or tell you the correct point immediately.
I ordered home delivery and it was left at a pickup point
This happens when the courier can't deliver (absence, closed entrance): to avoid returning it to the origin, they leave it at a nearby point and notify you. Pick it up with the agency's notice.
If you can't pick it up or prefer another location, manage it directly with the agency from the tracking link of your order: it usually allows you to change the location or reschedule the delivery.
What if I'm not home when it arrives?
The carrier will make a second attempt or leave it at a nearby pickup point or office. You'll receive a notice to pick it up or reschedule the delivery.
If you prefer another day or location, manage it directly with the agency from the tracking link of your order (in Account → Orders).
Which carrier do you use?
With trusted agencies depending on the delivery area (SEUR, GLS, UPS, Correos Express…) (UPS, GLS, Chronopost, DPD…) (DPD, Royal Mail…). You'll see the agency and tracking in the shipping email and in Account → Orders.
How do I return an order?
- Go to Account → Orders (app: Account → My orders) and open the order.
- Click "Request a return" and select the items.
- You receive the return label by email.
- Prepare the package: product sealed, unopened, in the original box.
- Drop it off at the indicated point with the label.
- When the warehouse receives and checks it, we issue the refund to the original payment method.
You have 14 calendar days from delivery. The return costs 3,90 €£3.95 and is deducted from the refund; the original shipping is not refunded. You can return only part of the order.
No need to write to us or request an address: everything is done from your account.
In United States and CanadaMexico sales are final: no returns for change of mind.
If the product arrives damaged, defective, or incorrect it is not a return, it's an issue and we resolve it at no cost: open it in Account → Problem with my order with photos within 7 days of delivery and we offer replacement or refund.
The "Request a return" option doesn't appear
The button only appears when a return is possible. Check:
- That no more than 14 calendar days have passed since delivery.
- That the item is returnable (see "What can't be returned?").
- That you logged in with the same email used for the order.
If it doesn't appear, the return is not available for that order.
What can't be returned?
For hygiene reasons and due to their nature:
- Packs, closed sets, and advent calendars
- Perfumes without Try & Buy sample (divain.ESSENTIAL range)
- Cosmetics (divain.Care), Body Splash / Body Mist, and divain.RITUAL
- Air fresheners and home (divain.Home)
- Accessories, samples, and gifts
- Outlet and Mystery Box
- Any product opened, used, or tampered with
Only sealed, unopened products in their original box can be returned. If one of these products arrives damaged or defective, we do resolve that: open an issue in Account → Problem with my order.
What is Try & Buy and how do I return it if I don't like it?
With the 100 ml perfume, you receive a 1 ml miniature to try. If you're not convinced, request the return of the 100 ml bottle unopened from Account → Orders within 14 days of delivery. Same conditions as any return.
divain.ESSENTIAL perfumes do not include Try & Buy and are non-returnable: that's why they cost less.
Can I exchange a perfume for another?
We don't do direct exchanges. Request the return from your account and, once refunded, place a new order with the perfume you prefer.Sales are final; we only handle issues for damaged, defective, or incorrect products from your account.
How long does the refund take?
We issue it when the package arrives at the warehouse and is checked. Once issued, it takes 1–5 business days to appear depending on your bank, always to the original payment method. You receive an email when we issue it.
How do you refund my money?
To the same payment method used for the purchase. In issues opened from your account, you choose, if resolved in your favor, between reshipment, refund to the original method, or credit in your divain account for your next purchase.
How do I open an issue?
- Go to Account → Problem with my order and click «Open issue» (or on the order, the button «Order problem»).
- Select the order.
- Indicate what happened: broken or damaged · defect (doesn't spray, leak…) · missing item · wrong item · not arrived and deadline passed · tracking not updating · marked as delivered but not received · other.
- Mark the affected items and briefly tell us what happened.
- Upload photos or a short video (mandatory for damage, defect, missing, and wrong): up to 6 files, video up to 40 MB.
- Let us know your preference if resolved in your favor: resend, refund to the original method, or credit in your divain account.
- Send. You receive a number (DV…) and we reply by email within less than 24 business hours.
Only one issue can be open per order: if one already exists, you'll see it in the list and can expand it from «View or modify».
My order arrived broken or damaged
Open a case with the reason “Broken or damaged product”. Photos: the box from the outside, the inside from above, the affected product, and the shipping label. A short video also works.
With these, we open the claim with the agency and offer you replacement or refund according to your preference. Open it within 72 hours of delivery.You must open it within 7 days of delivery.
It doesn't spray, has a leak, or seems defective
Open an issue with the reason “Product defect” and attach photos or a video showing it. Our quality team reviews it and offers you a replacement or refund.
If you notice it smells different or “like alcohol,” check Products: it's usually not a defect.
An item is missing from my order
Open an issue with the reason “An item is missing”, mark the missing one, and upload photos of the box, the inside, and the label. We compare it with the weight recorded by the agency and replace or refund it for you.
I received the wrong item
Open an issue with the reason "I received the wrong item" with a photo of the received product and the label. We send you the correct one at no cost (or refund you). Do not return the wrong one unless we ask you to.
My order hasn't arrived and the deadline has passed
- Check the tracking in Account → Orders and the deadline for your area (Shipping section).
- Ask neighbors, concierge, or at the pickup point of the notice.
- If it still doesn't appear, open an issue with the reason "Not arrived and deadline passed".
- We claim with the agency with automatic follow-up every 48 h. When they respond (or their deadline expires), we offer you resend or refund.
Marked as delivered but I haven't received it
Open an issue with the reason "Marked as delivered but I haven't received it". The agency requires a non-receipt declaration, which you fill out and sign in the same form:
- Your contact details and delivery address.
- Three confirmations: you have checked the mailbox, entrance, and common areas and asked at the address; you have not received a refund or opened a dispute with your bank; you will notify us within 48 h if the package appears.
- Your signature: you write your full name, and the declaration is electronically signed with date, time, and verification code.
With it, we open a formal investigation with the carrier and, once closed, process your refund or resend. A false declaration may constitute a crime and void any compensation.
Tracking is not updating
If the tracking has been stuck for days or you don't have a number, open an issue with the reason "Tracking not updating / no tracking". We locate the package with the agency and inform you by email.
The package arrived open or tampered with
If it's delivered visibly open, it's better not to accept it. If you already have it, take photos of the seal, the box, and the contents and open an issue ("Broken or damaged product" or "An item is missing", as the case may be). We claim with the agency with photos and declaration.
How do I track the status of my issue?
In Account → Problem with my order you see all your issues with their status: Received, In process, Pending your response, Pending carrier response, or Resolved. Click one to see the details: reason, items, preferred resolution, files, and signed declaration if any.
Each update also reaches you by email. If the status is "Pending your response", reply to that email so we can continue.
Can I modify a sent issue?
Yes, as long as it's not resolved. In Account → Problem with my order open the issue and click "Modify the issue": change reason, items, comment, preferred resolution, or add photos.
Upon saving, it returns to the queue with priority, and we reply by email. If it's already resolved and the problem persists, open a new one.
How long does it take to resolve?
We review all issues in less than 24 business hours. Those of damage, defect, missing, or wrong item are usually resolved in that first contact. Those requiring a claim with the carrier depend on their response: we follow up every 48 hours and, if their deadline expires, we resolve it anyway.
I can't access my account, how do I open the issue?
Email us at divain@divainparfums.comhello@divainparfums.co.ukdivain@divainparfums.codivain@divainparfums.com with the order number, buyer's name, and photos. We open the issue for you and send you a link to complete what's missing (photos or declaration).
What payment methods do you accept?
Card, PayPal, Apple Pay, Google Pay, Bizum, Klarna, and Scalapay (in installments).Card, PayPal, Apple Pay, Google Pay, and, depending on the country, Klarna and Scalapay (in installments).Card, PayPal, Apple Pay, Google Pay, and Klarna.Card, PayPal, Apple Pay, Google Pay, and the options you see at checkout.Visa and Mastercard cards, PayPal, cash at OXXO, 7-Eleven, Circle K, and BBVA, Kueski Pay, and Aplazo (up to 12 installments).
Payments with secure gateways and SSL encryption; we do not store your card data.
PayPal or Klarna doesn't appear when paying
You are on Shop Pay, which only accepts cards. Return to the standard checkout to see the rest of the options.
Can I pay in installments?
Yes, with Klarna or Scalapay in interest-free installments if the order is eligible. You see it at checkout.Yes, with Klarna if the order is eligible. You see it at checkout.Check the financing options at checkout.Yes, with Kueski Pay and Aplazo, up to 12 installments depending on the amount.
Is cash on delivery available?
There is no cash on delivery. In Mexico, you can pay in cash at OXXO, 7-Eleven, Circle K, and BBVA when placing the order.
Do the prices include taxes?
Yes, all include VATVATtaxesVAT applicable.
How do I download my invoice?
Go to Account → Orders and open the order: in the details, you have «Download invoice». It's immediate and available for all your orders.
If it doesn't appear or fails, fill out the invoice form with your tax details and order number: you'll receive it by email within a maximum of 48 hours. We will never ask for tax details through another channel.
For your CFDI, email us at divain@divainparfums.com within the same month of the order with RFC, company name, CFDI use, and tax regime.
Is it safe to pay on the website?
Yes: secure gateways with SSL encryption and we don't store your card. Shop only on our official website, divainparfums.comdivainparfums.co.ukdivainparfums.codivainparfums.mx.
How do I use a discount code?
Enter it in 'Promo code' at checkout. One code per order, not combinable with other promotions.
The website offers are already included in the price: no code needed.
Are there any active promotions?
There are always promotions, and they are directly reflected in the prices. For major campaigns (Black Friday, Cyber Monday, Valentine's Day, Mother's and Father's Day, salesBuen Fin, Black Friday, Hot Sale), subscribe to the newsletter at the bottom of the website.
Is there a welcome discount?
When you subscribe to the newsletter, you receive a 10% discount by email within 48 hours (check spam and promotions). Single use, not combinable.
What is divain CLUB?
Our loyalty program, in the divain app. Download it and register with your birth date: birthday gift, wish list, exclusive vouchers, and priority access to offers and launches. Upon downloading, 5% extra on cosmetics for 7 days.
The points program (divipoints) ended on January 1, 2026.
My birthday gift isn't showing up
It appears in your app profile during your birthday month if you have the app and your birth date registered (My account → My profile). If it's not registered or the app isn't updated, it won't appear.
Can I use two discounts at once?
No. Codes are not combinable with each other or with website promotions.
How do I subscribe or unsubscribe from the newsletter?
Subscribe at the bottom of the website. To unsubscribe, click "Unsubscribe" at the bottom of any of our emails or change it in your account: it takes effect within 48 hours at most. You'll continue to receive only emails about your orders.
Price comparator
The price comparator is a tool available on the website to compare prices of perfumes that share an olfactory universe. It's the black button on the website (it used to be red): type the perfume or notes you like (sweet, fresh, woody...) and it shows you the divain that fits, with its price.
The search bar above looks for any product by name or number, and in each collection, you can filter by olfactory family or note.
What concentration do they have and how long do they last?
Most are Eau de Parfum (18–25% of perfume oils). They last on average 6–8 hours, depending on skin, temperature, and olfactory family.
It smells different than before or too much like alcohol
The formula hasn't changed. Factors include skin pH, climate, storage, and olfactory fatigue (not noticing what you use daily). The alcohol is noticeable when spraying and dissipates in seconds.
If you think there's a real defect (doesn't spray, leaks, strange color), open an issue in Account → Problem with my order with photos.
How do I store it? Does it expire?
In a cool, dry place, away from direct sunlight and sudden temperature changes. Closed, it lasts up to 36 months; once opened, use within 24–36 months (PAO symbol on the box).
Where can I see ingredients and allergens?
In each product sheet: complete INCI list, regulated allergens, and olfactory notes. Also on the box.
Sensitive skin, allergies, pregnancy... can I use them?
They comply with the cosmetic regulations of Europe. If you're prone to allergies, check the INCI and test with a small amount. During pregnancy, breastfeeding, or for minors, consult your doctor or pediatrician.
Are you cruelty-free? Are there vegan perfumes?
We don't test on animals, formulate without parabens or phthalates, and manufacture in Spain. We have a vegan perfume collection; the rest may contain animal-derived ingredients, check the INCI.There are vegan options: check the INCI of each product.There are vegan options: check the INCI of each product.There are vegan options: check the INCI of each product.
What is divain.ESSENTIAL?
The same fragrance quality at a lower price, in 100 ml. The difference: no Try & Buy sample and no return, for those who already know what they want. If it arrives damaged or defective, we will resolve it as an issue from your account.
Do you sell samples, packs, cosmetics, or home products?
We don't sell individual samples: the 1 ml miniature comes free with every 100 ml (Try & Buy). There are packs and sets, the divain.Care body line, divain.Home diffusers and air fresheners, and the Mystery Box (surprise box, no return). All at divainparfums.com.Check the catalog at divainparfums.co.uk: perfumes, packs, and body line.Check the catalog at divainparfums.co.Try & Buy, packs, Mystery Box, body line, and divain.Home are not available yet in Mexico. Explore divainparfums.mx.
Do you offer refills, engraving, or personalization?
Currently, we do not offer bottle refills, engraving, or personalization.
How do I know my divain is authentic?
If you bought it on divainparfums.comdivainparfums.co.ukdivainparfums.codivainparfums.mx or in our physical stores, it is. We only sell through these channels: divain on Amazon or other marketplaces is not official sales.
Do you have unisex, advent calendar, or subscription?
Yes, there is a unisex collection in addition to female and male. The advent calendar is seasonal (November–December) and, once opened, is non-returnable. The Mystery Box has a monthly or quarterly subscription.Advent calendar and subscription are not available yet in Mexico.
How do I leave a review?
After purchase, you receive an email to rate the perfume. Also from the product page or from Account → Orders.
I want to suggest a new perfume
Thank you! Subscribe to the newsletter and follow our social media: we announce each launch there.
Do you have an app?
Yes. With the divain app, you manage orders, returns, and issues, and access divain CLUB: birthday gift, wish list, exclusive vouchers, and priority access to offers.
I forgot my password
On the website, there's no password: you log in with a one-time code that we send to your email. In the app, tap "Forgot your password?" on the login screen and follow the link in the email.
How do I change my details or addresses?
In Account → Profile you can edit your name, phone number, and saved addresses. This doesn't affect orders already placed: for those, see "Can I change the address?".
Do you have a wish list?
Yes. Log into your account and click the heart on any product. It's also one of the benefits of divain CLUB in the app.
How do I change the website language?
With the language and country selector (the flag) at the top right.
How do I delete my account and data?
Email us at divain@divainparfums.comhello@divainparfums.co.ukdivain@divainparfums.codivain@divainparfums.com from your account email and we will delete it along with your personal data, in accordance with data protection regulations (GDPR)applicable data protection regulationsthe Federal Law on Protection of Personal Data.
How do you handle my data?
In accordance with the GDPRthe applicable data protection regulationsthe Federal Law on Protection of Personal Data Held by Private Parties. Exercise your rights (access, rectification, deletion, portability, opposition) at privacy@divainparfums.com. We use technical, personalization, analytical, and marketing cookies, configurable from the banner.
I want to collaborate as a creator or influencer
Join divain squad, our community of creators: squad.divain.space. Register there and access benefits and sales commissions.
Press and media
Email press@divainparfums.com with your proposal and contact details.
Wholesale, B2B, and corporate gifts
Email b2b@divainparfums.com with your company details, quantities, budget, and dates.
Do you have physical stores?
Yes, in Spain: CC Arenas de Barcelona (Gran Via de les Corts Catalanes 373-385, Local B40) and CC Plenilunio Madrid (C. de Aracne s/n, Local 155). Hours at divainparfums.com/pages/stores. Outside Spain, online only. Outside Spain, online only. In Mexico, online only.
How do I contact divain?
- Your account: cancel, return, and open or track issues in Account → Orders and Account → Problem with my order. It's the fastest channel and everything is recorded.
- Email: divain@divainparfums.comhello@divainparfums.co.ukdivain@divainparfums.codivain@divainparfums.com. We respond in less than 48 working hours (issues opened from the account: less than 24).
We don't have a customer service phone line and do not handle inquiries via direct messages on social media.
What are your customer service hours?
We are available Monday to Friday, from 9:00 to 18:00 (Spanish mainland time). On weekends and holidays, we will respond the next working day. Your account is available 24/7.
Do you have a phone number?
No. Our channels are your account and the email divain@divainparfums.comhello@divainparfums.co.ukdivain@divainparfums.codivain@divainparfums.com. If you've called a number and didn't get a response, it's an internal number.
Who is divain and where are you located?
A Spanish perfume brand based in Astorga (León, Spain) with stores in Barcelona and Madrid. We sell online in Europe, the United Kingdom, the United States, Canada, and Mexico. We invoice as divain team SL. In the United Kingdom, we operate as divain team LTD (VAT GB408600225), 19 The Circle, Queen Elizabeth Street, SE1 2JE London.
Where can I read the terms and warranty?
At the bottom of the website: General Conditions and Privacy Policy. We apply the current legal warranty (2 years of conformity in the EU): for any defect, open an issue from your account.