Return Policy
Returns & Refunds Policy
Last updated: 6 October 2026
At Divinia Couture, we create handmade clothing with care and attention to detail. This policy explains our returns, refunds, cancellations and exchanges for customers in the European Union.
Nothing in this policy affects your statutory consumer rights under applicable EU or national law.
1. Right to Cancel Your Order
If you purchase an item online, you generally have the right to cancel your purchase within 14 days without giving a reason.
The 14-day period starts on the day you, or a person you have designated (other than the carrier), receives the goods.
To exercise your right to cancel, you must contact us in writing before the 14-day period expires.
Please email:
Please include:
Your full name
Order number
A clear statement that you wish to cancel your purchase
You do not need to provide a reason for the cancellation.
2. Returning Your Item
After notifying us that you wish to cancel your purchase, you must send the item back to us within 14 days.
The item should be securely packaged to prevent damage during return shipping.
You are responsible for the direct cost of returning the item unless the item is faulty, damaged, or incorrectly supplied.
We recommend using a tracked shipping service and keeping your proof of postage until your return has been processed.
3. Condition of Returned Items
You may inspect the item in a reasonable manner to determine its nature, characteristics and functionality.
Items should not be washed, altered or damaged.
If an item has been handled or used beyond what is reasonably necessary for inspection, we may make a deduction from your refund to reflect any reduction in the item's value, where permitted by applicable law.
Missing original packaging or tags will not automatically result in a refused refund where applicable law provides otherwise.
4. Refunds
When you validly exercise your right to cancel, we will refund the payments we received from you, including the cost of the least expensive standard delivery option available at the time of purchase.
If you selected a more expensive delivery option, we are not required to refund the additional cost.
Refunds will normally be made to the original payment method.
We may withhold the refund until we have received the returned item or you have provided evidence that the item has been sent back, whichever occurs first.
Once the applicable conditions have been met, your refund will be processed without undue delay.
Please note that your bank or payment provider may require additional time to make the funds available.
5. Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged or incorrect, please contact us at:
Please include your order number and photographs showing the issue.
Where an item is confirmed to be faulty, damaged or incorrectly supplied, we will provide an appropriate remedy in accordance with applicable consumer law.
Depending on the circumstances, this may include repair, replacement, price reduction or refund.
Where you are legally entitled to return a faulty or incorrect item, we will cover the reasonable return shipping costs.
6. Custom & Personalised Items
The statutory 14-day right of withdrawal does not apply to goods that are made according to the customer's specifications or are clearly personalised, where the applicable legal exception applies.
This may include garments specifically created or altered according to individual measurements, design specifications or other personal requirements.
However, simply making an item after an order has been placed does not necessarily remove the statutory right of withdrawal.
Custom or personalised items remain covered by applicable consumer rights concerning faulty, defective or incorrectly supplied goods.
If you are unsure whether your order qualifies as a personalised or custom-made item, please contact us before placing your order.
7. Exchanges
We currently do not offer direct exchanges.
If you require a different size, colour or item, you may return the original item where you have a legal right to do so and place a new order separately.
8. Uncollected Parcels / Returned to Sender
If a parcel is not collected from the carrier or collection point and is subsequently returned to us, please contact us as soon as possible.
An uncollected parcel does not automatically constitute an exercise of your statutory right of withdrawal.
Where permitted by applicable law, we may charge reasonable costs that we have actually incurred as a result of the failed delivery or return.
If you would like an uncollected order to be shipped again, you may be required to pay the reasonable additional shipping costs.
We will not use this policy to restrict or penalise a customer who has validly exercised their statutory right of withdrawal.
9. How to Request a Return
Step 1: Email us at diviniacouture@gmail.com within 14 days of receiving your order.
Step 2: Clearly state that you wish to cancel/return your order and include your order number.
Step 3: Securely package the item and send it back within 14 days of notifying us.
Step 4: Keep your proof of postage and tracking information.
Step 5: Once your return has been received and processed, we will issue your refund where applicable.
10. Consumer Rights
This policy does not affect your mandatory statutory rights under EU or national consumer protection law.
If a product is faulty, defective, does not correspond to its description, or otherwise fails to meet applicable legal requirements, you may have additional legal remedies.
These rights are separate from the 14-day right of withdrawal.
11. Contact
For returns, cancellations, faulty items or questions about this policy, please contact:
Divinia Couture
Email: diviniacouture@gmail.com
Please include your order number in all correspondence concerning an existing order.
Effective date: 6 October 2026