Return Policies

We want you to love your experience with our products, but if something didn’t go as expected, here’s everything you need to know about our exchanges and returns process:

When Do We Accept Exchanges?

We only accept exchanges if:

The product arrived with the internal safety seal damaged.
The product has visible physical damage upon delivery.
The product is in the brand’s original packaging.

Important: You must provide photos or videos as proof that the product arrived in this condition. We cannot accept exchanges if the damage occurred after the product was received.

What If I Need a Return or Refund?

Yes, you may request a return or refund within 5 business days of receiving your order, provided that it meets one of the following requirements:

The product is unopened, unused, and has its original packaging intact.
The product was purchased directly from us. If it was purchased through a distributor, you must process the return directly with them.
We will refund the value of the product, excluding payment processor fees.
If the product has already been shipped, the original shipping cost is non-refundable.
Refunds will only be processed once the product has been returned to us and is in our possession.

How Can I Request a Return?

Please email us at hello@divinas.me with the following information:

Reason for the return or exchange.
Order number.
Proof of payment.

If you paid by bank transfer, please also provide:

Full name.
ID number.
Bank name.
Account type.
Account number.

Refunds will be processed within 5 to 7 business days, provided that we have already received the product.

If you are located in Colombia, please also include a bank certificate.

For other payment methods:

The refund will be issued to the same credit or debit card used for the purchase. In this case, the process may take up to 15 calendar days, depending on the bank’s internal processing times.

Our team will reply with instructions on how to ship the product back to us (we cover the return shipping cost!).

Reshipping Due to an Incorrect Address or City

It is the customer’s responsibility to provide a complete and accurate shipping address when placing an order. If a package is returned to our warehouse due to an incorrect, incomplete, or non-existent address, an additional fee will apply to cover the cost of reshipping the order.

Conditions:

If the order cannot be delivered due to an error in the shipping address provided by the customer, the customer will be responsible for the reshipping cost.
The reshipping fee will be calculated based on the current rate charged by the applicable courier service.
No refunds will be issued for failed deliveries caused by errors in the shipping address entered by the customer.

We recommend carefully reviewing your shipping information before completing your purchase to avoid any inconvenience.