Shipping Policy
DISPATCH TIMES
Information on whether a particular piece is in stock or made especially to order can always be found on the individual product page.
MADE-TO-ORDER PIECES
Pieces created especially for you after your order is placed, and not routinely held in stock, are dispatched within 10 business days of payment being received.
Each piece is individually made in our atelier and carefully inspected before dispatch.
IN-STOCK PIECES
Pieces currently available in stock are dispatched within 2 business days of payment being received.
PERSONALISED PIECES
Should you choose embroidery, a monogram, or any other personalisation for an in-stock piece, please allow up to 10 business days from receipt of payment for dispatch.
In most cases, personalised orders are ready sooner; however, this timeframe allows us to preserve the care and precision behind every detail.
NEED YOUR ORDER SOONER?
Should you require your piece by a specific date, please contact us at info@divinite.cz before placing your order.
We will be pleased to personally review the current production and dispatch possibilities with you.
Return and Exchange Policy
We want you to feel completely at ease in your Divinité piece. Should your order not fit as expected or fall short of your expectations, you may return it or request a size exchange.
RETURNS & RIGHT OF WITHDRAWAL
You may return your order within 14 days of receiving it, without giving a reason.
At Divinité, this also applies to pieces made to order or tailored to size. The only exception applies to pieces that have been personalised or individually altered at your request.
HOW TO RETURN AN ITEM
Please notify us of your decision to withdraw from the contract within 14 days of receiving your order by emailing us at: info@divinite.cz
To help us process your return more efficiently, we recommend including your order number, the name under which the order was placed, and the item you wish to return. You are not required to provide a reason for your return.
Please then send the item back without undue delay, and no later than 14 days after notifying us of your withdrawal, to the address we provide.
We kindly ask that your parcel is packaged with care to prevent any damage during transit.
CONDITION OF RETURNED ITEMS
You may try on your item in the same way you would in a boutique — solely to assess its size, fit, material, and appearance.
Should an item be worn beyond what is necessary for this assessment or returned damaged, an appropriate reduction in its value may be taken into account.
Please return all components of your order, including tags, accessories, and gift packaging where available. Original packaging is not, however, a condition for exercising your right of withdrawal.
PERSONALISED PIECES
Returns and size exchanges are not available for pieces personalised or individually altered exclusively for you.
This includes, in particular, pieces embroidered with a name, initials, wedding date, bespoke text, monogram, or any other unique motif.
The fact that a piece is made to order, selected in a particular size, or tailored to fit does not in itself constitute personalisation for the purposes of these terms.
This limitation does not affect your rights in the event that an item is faulty or has been supplied incorrectly.
REFUNDS
Once you have withdrawn from the contract, we will refund all payments received, including the cost of the least expensive delivery option originally offered.
Refunds are issued using the same payment method used for the original order, unless we agree otherwise.
We will process your refund no later than 14 days after receiving notice of your withdrawal. We may withhold the refund until the returned item has been received.
SIZE EXCHANGES
Need a different size? Please email us at info@divinite.cz, including your order number, the item you wish to exchange, and your preferred size.
Your replacement piece will be prepared once the original item has been returned to us. For made-to-order pieces, dispatch timing follows the current production timeframe stated on the relevant product page.
Any difference in price for the new variation will always be confirmed with you in advance.
DELIVERY COSTS
The cost of returning an item is borne by the customer.
For size exchanges, the customer is responsible for the cost of sending the original piece back and dispatching the replacement piece, unless agreed otherwise in advance.
Should you receive an incorrect, damaged, or faulty item, please contact us at info@divinite.cz before returning it. We will arrange the next steps with you individually.
LINGERIE & HYGIENE-SEALED ITEMS
Please try on lingerie over your own underwear only.
For items fitted with a hygiene seal, the right of withdrawal cannot be exercised once the seal has been broken, for hygiene reasons.
FAULTY OR INCORRECTLY SUPPLIED ITEMS
These terms do not apply to claims relating to faulty or incorrectly supplied items. Your statutory rights in relation to defective goods remain fully protected.
With love,
Divinité