Most goods purchased from Divine Diva Fancy Dress may be returned for refund, exchange or replacement within 14 working days from the day after receipt of delivery [*].
The exceptions to this are:
WIGS, TIGHT STOCKINGS AND HOISERY JEWELLERY AND MAKEUP DUE TO HYGIENE regulations
Before sending the parcel back to us, you need state your name, order number and address including postcode, either by:
1. Phone on 01296 712728
2. By our email firstname.lastname@example.org
Failure to do so may result in delay of any refund.
May we please ask you to additionally note:
1. You must take care of our goods whilst they are in your possession and any item for return must be received back in its original shipped condition and original packing with picture card. The item must be without damage or use. All original packaging including picture/header cards should accompany any returned item undamaged. We cannot accept returns for exchange or refund if such items have been opened from a sealed package (Costumes do not typically come in sealed packages and you can try them on). All items will be inspected on their return to our warehouse.
We are not a manufacturer, so the whole product and packaging must be returned as the same condition as you would have received it and how you may expect to receive it. If the product or packaging with picture card is in any way missing, damaged/split or the costumes smell that they have been worn over a period of time, we cannot refund. Please ensure that when trying on costumes that you do not have make-up, self tanning cream or similar on or smell of smoke as unfortunately we will be unable to refund these costumes.
If the packaging is damaged on return there will be a repacking charge deducted from your refund as it will need to be repacked so it can be resold.
2. That you or your carriers are responsible for any returned goods until they reach our warehouse. Cost and Risk of return will be at your expense and we strongly recommend that you receive proof of posting or use Royal Mail's "Recorded Signed" or "Special Delivery" service.
3. We regret outbound shipping, packing and insurance cannot be refunded.
4. We try to make refunds within one day of receipt back to us though promise to make all refunds within 5 working days of receipt .Please note that we will not be held liable for any interest payment that you may incur because any refund was made outside of your credit/debit card timescales.
5. Please return the goods to the address on the top of your receipt/invoice including the Invoice Number. Any returned items not including such information may well be delayed as we will not know who sent them.
6. Any returned goods that we receive which are outside of this Returns Policy would be defined as 'In Dispute'. Such ‘In Dispute' items will not be refunded or exchanged. A reason for this decision will be provided. We are happy to re-ship such ‘In Dispute' items back to you; otherwise they will be destroyed within 91 calendar days from their receipt back to us.
7. We are sorry but due to false promises in the past, we are unable to replace or exchange an item until the original is returned to Divine Diva Fancy Dress.
8. If you need an item in a hurry, we suggest you place a second order for the new item and send the original back at a later date.
* "14 working days from the day after receipt of delivery" shall be defined as the date from when your shipment is received by you, being the date that the package is received by you. All our items are scanned on delivery.