Gift Certificates are “non-refundable and non-returnable.”
MERCHANDISE RETURN & EXCHANGE POLICY
We will accept merchandise within 30 days from the date your order was received for an exchange or store credit only. No refunds. Please read the "Return Policy" and "Non-Returnable Items" below to make sure your item qualifies as a returnable item. Eligible items requesting to be returned must be in their original unworn condition, tags attached and in original packaging. Original packaging is NOT the UPS/USPS shipping bag or box you receive your items in. Original packaging is the manufacturer box, bag, or packaging. If you have any issue with your order or you received an item that is a manufacturer defect the 30 days still applies to you. Due to health restrictions any garment that covers an intimate area is not returnable (even if the tags are still attached or if item is in original packaging) for your protection as well as our other customer's protection. So please use size chart to choose correct size. These include but are not limited to: Adult Toys, Liquid Products (Examples: Lubricants, Lotions), Lingerie, Sleepwear, Swimwear, Swimwear Cover-ups and all other intimately worn apparel.
You first must obtain a Return Merchandise Authorization (RMA) number from Diva's Headquarters. Please Contact Us with the reason for return and we will issue you a RMA number if the item qualifies to be returned or exchanged. Any packages received without a RMA number will be refused and returned to sender. RMA number expires after 30 days from when you received your package, not when you contacted us to obtain the RMA number
- Pack the item in the original shipping box or another sturdy box with care.
- Include a copy of the original invoice along with a note explaining the details of the exchange and your RMA number. Please be sure to include item codes for items you would like to exchange for.
The shipping cost for returns and exchanges is at your expense. We highly recommend purchasing insurance. We are not responsible for lost or damaged shipments. We do pay for the shipping when your new items you exchanged for are shipped out to you.
Exchanges will be processed within 1 to 3 business days. Please allow time for any items to be ordered to fulfill your exchange.
Reasons your package can be refused: We will not accept any returns after the 30th day from the time your order was received. Packages will be refused if RMA# is not on the outside of the package (RMA# expires after 30 days from the day you received your order, not from when you contacted us to obtain the RMA#), Past the Standard 30 day Return/Exchange Policy (Even if RMA# is on package), An ineligible return item, Unable to accept due to condition of item, Not in original packaging, A clearance/discounted item.
For the safety of our customers, we do have some restrictions on what can be returned
- Latex is not returnable. - We will not accept returns on used items. - We cannot accept returns on items where the packaging, tags or labels have been removed or damaged. - You cannot return any clothing if the tags have been removed. Please leave the tags on until you know its your size. Due to health restrictions any garment that covers an intimate area is not returnable (even if the tags are still attached or if item is in original packaging) for your protection as well as our other customer's protection. So please use size chart to choose correct size. These include but are not limited to: Lingerie, Swimwear, Swimwear Cover-ups and all other intimately worn apparel. - We are not responsible for defects or damage caused by customer error. Some of the items, like the latex and lace items, are delicate and must be treated with care.