Policy
Processing Time
• Orders will be dispatched within 2-3 working days.
• This is the time it takes for us to package and ship your order.
• The shipping method selected when you check out will also have a timescale which will be added to our 2-3 working day processing time.
• Please see the description of the product to ensure dispatch time as some items will need to be ordered in before being dispatched and therefore have an additional wait time. E.g. any personalised items.
• Please account for bank holidays and non-working days.
Royal Mail (Possible Delays)
• Royal Mail are currently facing delays with both 1st and 2nd class signed for services.
• Once provided with a tracking number by email your parcel will be with Royal Mail within 48 hours.
• Please allow 14 working days from receiving your tracking number to receive your parcel before raising a query.
• We sincerely apologise for any delays and we will do our upmost to help with your query.
Cancel Order
• If you wish to cancel your order please contact us within 24 hours of placing your order.
• If your item has already been dispatched you will need to return the parcel without opening and we may consider a refund.
Returns/Exchanges
• Any items being returned or exchanged must be in their original condition (unless faulty). This includes resizable rings not being noticeably misshapen.
• Personalised or custom items can not be returned or exchanged unless faulty.
• Earrings and hair accessories can not be returned for hygiene reasons.
• Buyers are responsible for return shipping costs.
• Returns are discretionary, please contact us before sending back your item.
• Refunds will not include postage costs as this will have already been accounted for the original shipping
• Please allow up to 5-7 business days for a refund to hit your account before contacting us.
Faulty
• Our pieces are delicate and can sometimes be faulty, if this happens please get in touch by Instagram or email with a description and images of the faulty item.
• You must contact us within 7 days of your delivery date.
• Once the faulty item has been returned to us we can send a new piece, offer an exchange or refund you.
• Unfortunately we will not cover return shipping costs.
S A L E
• No exchange or refund on SALE items
Contact Details
Any queries please email thedivadenhq@outlook.co.uk