SHIPPING POLICY
DISPATCH TIMES
Information on whether a particular product is currently in stock or made to order can always be found on the individual product page. The stated lead times refer to the time required to prepare and dispatch your order. Delivery times may vary depending on the destination country.
MADE-TO-ORDER PRODUCTS
Products that are created especially for you after your order has been placed and are not normally held in stock will be dispatched within 10 working days of receiving payment. Each piece is individually made in our Prague atelier and carefully inspected before dispatch.
PRODUCTS IN STOCK
Products that are currently in stock will be dispatched within 2 working days of receiving payment.
PERSONALISED PRODUCTS
If you choose embroidery, a monogram or another bespoke detail for your product, please allow up to 10 working daysfrom receipt of payment for dispatch. In most cases, we are able to complete personalised orders sooner; however, this timeframe allows us to give every detail the care and attention it deserves.
NEED YOUR ORDER SOONER?
If you require your order by a specific date, please contact us at info@divinite.cz before placing your order. We will be happy to check our current production schedule and dispatch options for you individually.
DELIVERY AFTER DISPATCH
Orders to selected European Union countries are shipped via PPL and its international delivery partner DHL. Delivery typically takes 2–4 working days from the moment your parcel is handed over to the carrier.
The exact shipping cost will be displayed in your cart based on the selected destination country.
RETURNS & EXCHANGES POLICY
We want you to feel completely at ease in your Divinité piece. If your item is not the right fit or does not meet your expectations, you may return it or request an exchange for a different size.
RETURNS & RIGHT OF WITHDRAWAL
You may return your order without giving a reason within 14 days of receiving it.
At Divinité, we also accept returns of pieces that have been made for you after your order was placed. The only exception is for items featuring embroidery, a monogram or any other personalisation created specifically according to your individual wishes.
HOW TO MAKE A RETURN
Please notify us of your decision to withdraw from the purchase within 14 days of receiving your order by emailing info@divinite.cz. To help us process your return more quickly, we recommend including your order number, the name under which the order was placed and the item you wish to return. You do not need 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 return address we will provide.
Please package your return carefully to protect the item from damage during transit.
CONDITION OF RETURNED ITEMS
You may try on your item to the same extent as you would in a physical store, particularly to assess its size, fit, material and appearance.
If an item has been used beyond what is necessary to try it on, or has been damaged, an appropriate reduction in its value may be reflected in the amount refunded.
Where available, we kindly ask you to return all components of your order, including tags, accessories and gift packaging. However, the original packaging is not required in order to exercise your right of withdrawal.
PERSONALISED ITEMS
Returns and exchanges are not available for items that have been personalised exclusively for you according to your individual wishes. This includes, in particular, pieces embroidered with a name, initials, wedding date, custom wording, monogram or another unique motif.
An item being made only after your order is placed, the selection of a size, or a made-to-measure adjustment is not considered personalisation under Divinité’s return policy, and such items may therefore be returned.
This restriction does not affect your rights in the event that an item is faulty, damaged or incorrectly supplied.
REFUNDS
Following your withdrawal from the purchase, we will refund all payments received from you, including the cost of the least expensive standard delivery method offered for your original order.
Your refund will be issued using the same payment method used for the original purchase, unless we agree otherwise with you.
Refunds will be processed no later than 14 days after we are notified of your withdrawal. We may withhold the refund until we have received the returned goods or until you provide evidence that they have been sent back, whichever occurs first.
SIZE EXCHANGES
Need a different size? Please email us at info@divinite.cz with your order number, the item you would like to exchange and your preferred size.
Your replacement piece will be prepared once we have received the original item back. For made-to-order pieces, the dispatch time will follow the current production lead time stated on the relevant product page.
If there is any difference in price for the new size or variation, we will always confirm this with you in advance.
RETURN SHIPPING COSTS
For standard returns, the cost of sending the item back to us is the responsibility of the customer.
For size exchanges, the customer is responsible for both the cost of returning the original item and the cost of shipping the replacement item, unless otherwise agreed in advance.
If you have received an incorrect, damaged or faulty item, please contact us at info@divinite.cz before sending it back. In such cases, we will arrange the return shipping or reimburse you for reasonable return shipping costs.
UNDERWEAR & HYGIENICALLY SEALED ITEMS
Please try on underwear only over your own undergarments.
For products supplied with a hygiene seal, the right of withdrawal cannot be exercised once the seal has been broken for hygiene reasons. If the hygiene seal remains intact, your right of withdrawal remains unaffected.
FAULTY, DAMAGED OR INCORRECT ITEMS
The standard return conditions above do not apply to claims concerning faulty, damaged or incorrectly supplied products. Your statutory rights in relation to defective goods remain fully unaffected.
With love,
Divinité