FAQ

Frequently Asked Questions (FAQ) – DIVA UNIVERSE

1. Orders & Payments

How can I place an order?
Simply browse our store, add your favorite items to the cart, and proceed to checkout. You will receive an order confirmation email after successful payment.

Which payment methods do you accept?
We accept Credit/Debit Cards (Visa, Mastercard, American Express), PayPal, Klarna, Apple Pay, and Google Pay.

Can I cancel or modify my order after placing it?
Once an order is placed, it cannot be modified or canceled, as we begin processing it immediately. Please review your order carefully before confirming the purchase.

Is my payment information secure?
Yes! We use Shopify’s secure payment system and industry-standard encryption to protect your payment details.

2. Shipping & Delivery

Where do you ship?
We currently ship to the UK, USA, and Australia.

How long does shipping take?

  • United Kingdom (UK): 8–15 business days

  • United States (USA): 10–20 business days

  • Australia: 10–25 business days

How much does shipping cost?
Shipping fees are calculated at checkout based on your location and the weight of your order.

How can I track my order?
Once your order is shipped, you will receive a tracking number via email to monitor your delivery status.

What if my order is delayed?
If your order hasn’t arrived within the estimated timeframe, please check your tracking number first. If you still need assistance, contact us at ..........................................................

3. Returns & Refunds

What is your return policy?
We accept returns within 30 days of receiving your order. Items must be unused, in their original packaging, and meet our return conditions.

Which items are non-returnable?

  • Perishable goods (food, flowers, newspapers, magazines)

  • Intimate or sanitary products

  • Hazardous materials, flammable liquids/gases

  • Gift cards, downloadable software, and some personal care products

How do I return an item?
Email us at ....................................................... with your order number and reason for return. We will provide return instructions. Customers are responsible for return shipping costs.

When will I receive my refund?
Once we receive and inspect your return, we will process your refund within a few business days to the original payment method.

Can I exchange an item?
We only replace defective or damaged items. If you need an exchange, contact us at .......................................................................

4. Product Information

Are your products authentic?
Yes, all our products are 100% authentic and sourced from reputable suppliers.

How do I take care of my purchased items?
Each product comes with specific care instructions. Please check the product description or the packaging for details.

Do you offer discounts or promotions?
We occasionally run special promotions. Sign up for our newsletter or follow us on social media to stay updated!

5. Account & Customer Support

Do I need an account to place an order?
No, but creating an account allows you to track orders, save addresses, and get exclusive offers.

How can I contact customer support?
For any inquiries, email us at ............................................. Our support team will respond within 24–48 hours.

Can I subscribe to updates and exclusive offers?
Yes! Subscribe to our newsletter to receive promotions, new product alerts, and exclusive discounts.