Frequently Asked Questions

Orders
What happens if I refuse or miss my delivery?

If a delivery is missed or refused, and the item is returned to us, we will refund the item price, excluding the shipping costs.
Where is my order?

You can track your order using the tracking number provided in the shipping confirmation email. If you haven't received it, please check your spam folder or contact our support team.
I received my order, but the products are incorrect or damaged. What should I do?

If your products are incorrect or damaged upon arrival, contact customer service within 48 hours, providing your order number and photos of the products for swift assistance.
Will I receive an order confirmation?

Yes, an order confirmation email will be sent to you immediately after your purchase, detailing your order information.
Will I receive email updates on my order status?

Yes, you will receive emails with your order confirmation, shipping updates, and delivery tracking information.

Products
How can I choose the right perfume for me?

Our perfumes are categorized by olfactory families, such as woody, floral, and oriental, helping you choose a fragrance that suits your preferences. You can also browse by popular scents or read customer reviews for guidance.
What are olfactory families?

Olfactory families categorize scents into groups like fresh, floral, citrus, oriental, or woody. This classification helps you identify the types of fragrances that appeal to you.
How should I store my perfume

Store your perfume in a cool, dry place away from direct sunlight to maintain its quality and longevity.
Where can I find the full list of ingredients?

The full list of ingredients for each perfume is available on the product page, ensuring transparency and helping customers with sensitivities or allergies.
What is the shelf life of your perfumes?

Our perfumes typically last up to 36 months when stored correctly, away from light and heat.
Are your perfumes cruelty-free?

Yes, our perfumes are cruelty-free. We do not use any animal-derived ingredients in our products, and none of our perfumes are tested on animals. Our commitment to ethical practices ensures that our fragrances are both high quality and responsibly made.

Payment Methods
What payment methods do you accept?

We accept credit and debit cards, Klarna, and Revolut. You can also pay with Apple pay, Google Pay and PayPal.
Is it safe to order online?

Yes, our website uses SSL encryption to protect your payment and personal information.

divain. Club
What is the divain. Club?

The divain. Club is a loyalty program that allows you to earn points with every purchase and action taken on the website, which can be redeemed for discounts and rewards.
How do I earn points?

You can earn points by making purchases, creating an account and following us on social media.
What can I do with points?

Points can be redeemed for discounts on future purchases, with specific rewards available depending on your point balance.
How do I sign up for the divain. Club?

Create an account to start earning points immediately.
How do I check my points?

Log into your account and go to divain. Club landing view your current point balance.
Do points expire?

Yes, points expire after 12 months of inactivity.

Shipping
Do you charge shipping fees?

To view shipping fee information, please visit our shipping policy.
Where is my order?

You can check the status of all your orders on your profile.

Returns
Do you accept exchanges or returns?

Due to the nature of our products and for reasons of hygiene and public health, we do not accept returns or offer refunds once an order has been shipped and delivered, with specific exceptions.

If your product arrives defective or if you have received the wrong item, we are here to assist. In these instances, customers mustcontact our customer service teamas soon as possible to ensure a satisfactory resolution. For more information, click here.

Promotional Codes
How can I use my promotional code?

If you have a promotional code, you can get a discount when purchasing products. Follow these steps to get your discount:

  1. Select and add a product from our store (it must be included in the offer of the code in question) and click on the 'Proceed to checkout' button.
  2. A box will appear where you can enter the promotional code. Enter the code in this box and click 'Use'.
Information about promotional codes:

They are only valid if they meet the terms of the offer or discount. They cannot be redeemed once the order is placed.

They cannot be combined with other promotions, offers, or discounts. If your order is subject to more than one promotion or discount, we will apply the one that provides the greatest discount.

If you have purchased one or more perfumes using a discount coupon, and it is associated with the order volume, returning one or more perfumes may result in the loss of the discount if returning it means the order no longer meets the offer conditions.