QUESTIONS PERTAINING TO OUR WEBSITE
Why can’t I add certain items into my shopping bag?
A: All available items will be shown on our website. Certain items that do not have size option available or the “add to shopping bag” button is not shown, means the item is currently sold out. Please feel free to add the item to your Favorites List and check back within one to two weeks for possible restock. Due to our limited supplies, we are unable to specify a date as to when an item will be restocked.
If an item is sold out, when will it be restocked? Can I be contacted if it is restocked?
A: Unfortunately due to our limited supplies, we are unable to specify a date as to when an item will be restocked. Please feel free to add the item to your Favorites List and check back within one to two weeks for possible restocks.
QUESTIONS PERTAINING TO RETURNS
I just placed an order, and I would like to know if I can send it back if I don’t like it.
A: We only accept manufacturer defects within 30 days from receipt to return a item for a store credit to use on future orders. Items that are special priced, clearance items, bathing suits, lingerie/ intimates, accessories, costumes, and special order items are final sale and cannot be returned or refund, exchange or store credit. For a more details, please view our return policy.
QUESTIONS PERTAINING TO ORDERS
I made an online but I have not received an order confirmation?
A: If an order has been successfully made online, you will be prompted with an order number immediately after the checkout process. An order confirmation email will automatically be sent to the email address on file. If you are uncertain if an order was placed or not, please contact us first before attempting to replace the order.
In my online account, the order status remains as “processing” but I made the order a few days ago?
A: Unfortunately at this time the online account does not show tracking numbers to all orders made. A shipping confirmation email will be sent to you once a tracking number becomes available. Please also check your Junk/Spam email folder as many automated emails are sent there by default. If you have any questions regarding your order status, please feel free to contact us and include your order number for assistance.
My order is stated to be “pending”. What does that mean?
A: For your security, if you order is pending, please contact us immediately to verify and confirm the order. If you were sent an email from our verification department, you may respond directly back to the email as well.
I have a store credit, how do I use this?
A: To use your store credit, simply login to your online account. During the checkout process, we will ask if you wish to use your available credit towards the new purchase. Please click on the checkbox provided should you wish to have the store credit apply to the purchase. You will see the store credit amount deducted from your order total on the final review page of the checkout process.
I have made an order but my store credit was not applied?
A: First verify if you have available store credit in your account. If you do, store credit will need to be applied to your purchase during the online checkout process. If you forgot to apply your store credit, please send us an email at customerservice@divashq.com and reference your order number and we will apply the credit for you.
GENERAL QUESTIONS
Can I make a phone order?
A: Our system is not set up to receive phone orders. All orders have to be made online through our secured website.
I live locally, can I come in to pick up or exchange an item?
A: Unfortunately we are not open to the public and we do not have a physical store. All orders will be shipped out through our warehouse and returns must be mailed back to us by following our return procedures.
How do I know the sizing for clothes and shoes?
A: Please refer to this chart for general sizing inquiries. Please keep in mind that each manufacturer/brand may differ slightly in size. The chart provided is only for general reference.
How do I apply a coupon?
A: Please enter any coupon code into the “Coupon/Gift Certificate Codes“ box and click the “apply” button. The system will then confirm if the coupon has been applied. Only ONE coupon can be used for each order. Please note, any coupons offered must be applied to an order at time of checkout only. Once an order has been submitted and confirmed online, we will not be able to adjust the order to add-on a coupon.
QUESTIONS PERTAINING TO SHIPPING POLICY
How long will GROUND shipping take to arrive at my location?
A: All orders will take 2 business days for processing (Saturdays and Sundays are not included business days.) Ground shipping will take approximately 3-5 business days for delivery once the package has been released to the shipping carrier.
How long will 2ND DAY AIR shipping take to arrive at my location?
A: All orders will take 2 business days for processing (Saturdays and Sundays are not including to business days.) 2nd day air shipping will take 2 business days for delivery once the package has been released to the shipping carrier.
I made an order with 2nd day air shipping service, but my order took longer than 2 days?
A: As stated under our shipping policy, all orders will require 2 business days for processing. Saturdays and Sundays are not including to business days. Once an order has been dispatched and released to the shipping carrier, it will then take 2 business days for delivery to your destination.
I want overnight shipping, do you offer this?
A: At this time we do not offer overnight shipping.
I am an international customer, and I would like expedited shipping.
A: We do not offer expedited shipping for international orders outside the US due to extremely high shipping rates and the possibility for delayed delivery due to Custom regulations.
Please calculate my shipping cost for me.
A: Shipping costs for domestic and international orders will vary by the weight and the destination. Shipping cost will be calculated for your order during checkout only.
Which shipping company do you use for shipping?
A: For domestic US orders we will use UPS, UPS or FedEx. Canada orders will be shipped by USPS or UPS. International orders will be shipped by United States Postal Services (USPS) only. For international customers outside the US, please be aware of your country’s import regulations. Tax and duty fees imposed by your government for the delivery of the package will be paid by the receiver.