FAQ's

DO I NEED TO REGISTER BEFORE I CAN PLACE AN ORDER?
You are not required to log in before you start shopping. Simply browse through the website, and when you have finished shopping, proceed to the checkout. If it is your first time shopping on divavintage.com, you will need to create an account by clicking "Register." You will need to log into the site before you can purchase items. If you are a returning buyer, simply enter your login details.

WHAT HAPPENS IF I FORGET MY PASSWORD?
Click on "Account" - "Login" - "Forgotten password" and enter your email address. A new password will be sent automatically. If you don't receive the reset email, please check your spam folder or call us on 01491 628844.

I AM HAVING PROBLEMS USING YOUR SITE.
Please contact us by emailing sales@divavintage.com or calling 01491 628844.

CAN I PLACE AN ORDER OVER THE PHONE?
If you have any difficulties ordering online, please call us on 0044 (0)1491 628844.

HOW DO I KNOW WHAT SIZE I AM?
We want to ensure that the correct size is sent to you. Please use our online size guide to check the measurements. Alternatively, you can email sales@divavintage.com with your bust, waist, and hip measurements, and we will recommend the best size. Please note that Diva sizes do come up smaller than average.

I NEED MORE INFORMATION ON A PRODUCT.
We try to include as much information as possible about the styles on the product page itself. If the information is insufficient, please email sales@divavintage.com.

WHAT IF ITEMS I PURCHASED ARE OUT OF STOCK?
In the event that an item is out of stock after the order has been placed, we will contact you via email or phone. You can cancel the order, claim an alternative, or request remaining items from your order (if applicable) to be sent. If you are happy to wait, we will aim to dispatch out-of-stock items within 7 working days of the order being placed.

HOW DO I KNOW IF MY ORDER HAS BEEN DISPATCHED?
Once your order has been dispatched, you will receive a notification by email.

WHEN WILL I RECEIVE MY ORDER?
If you place your order before 11 AM Monday-Friday, you will receive your parcel the next working day in Mainland UK. Orders to Northern Ireland, the EU, Isle of Man & Scottish Islands may take between 3-5 working days. Deliveries to the USA and the rest of the world take between 5-10 working days.

DO I NEED TO SIGN FOR THE ORDER UPON DELIVERY?
All orders will require a signature on receipt. If you are not at the address at the time of delivery, a courier will leave a contact card with information about the redelivery time as well as the local depot.

WHAT IF MY PARCEL HAS NOT ARRIVED YET?
Please allow up to 5 working days from the expected delivery date. In the unlikely event of your order not arriving, email us at sales@divavintage.com, and we will investigate the issue with the courier company. You will be informed of the progress via email.

HOW CAN I CANCEL OR CHANGE AN ORDER?
Please email sales@divavintage.com on the day you place the order. You will receive an email confirmation once the order has been changed or canceled. However, if you have already received an email confirming the dispatch, we will be unable to cancel or change the order.

CAN I ORDER A STYLE IN A COLOR OR SIZE THAT IS NOT AVAILABLE ONLINE?
Generally, we do not make bespoke garments. However, if you are after something specific, please feel free to email us at sales@divavintage.com, and we will see if we can meet your request.

CAN I CHANGE THE DELIVERY ADDRESS ONCE DISPATCHED?
If you wish to change the delivery address, please contact us by email as soon as you have received the dispatch confirmation email. If we do not receive an email before dispatch, we cannot guarantee that the address will be changed. Once the goods have left our warehouse, you will be subject to a £7.50 charge if you wish to change the delivery address.

WHAT HAPPENS IF I AM OUT WHEN THE COURIER ATTEMPTS DELIVERY?
Our courier will leave a card at the delivery address and attempt delivery again the following day. If delivery is unsuccessful on the second attempt, the goods will be taken back to the depot and held for 5 days before being returned to us at a cost that you will have to cover. If you request delivery after the second attempt, you will be subject to a £2.50 charge. If the goods are returned to our warehouse and you request re-delivery, you will be subject to a charge of £7.50.

WHAT DO I DO IF MY ORDER HAS NOT BEEN DELIVERED?
Once an order has been dispatched, you will receive an email confirming this. For all UK mainland orders, we offer a next working day delivery service. If you do not receive this service, please email sales@divavintage.com, stating your name and order number. If the order has been dispatched, we will contact the courier and update you on the order's progress.

I HAVE RECEIVED AN INCORRECT ITEM.
We want to resolve any issues with incorrect items straightaway. Please contact us at sales@divavintage.com or call us at 01491 628844.

WHAT IS YOUR RETURNS POLICY?
If you are not completely satisfied with your order, please return the item(s) in their original condition within 14 days. We reserve the right to refuse a refund or exchange if the items are returned in an unsatisfactory condition.

HOW CAN I EXCHANGE AN ITEM?
Please complete the enclosed returns form, confirming the item you would like in exchange along with the size and color. If there is a price difference, we will credit/debit your account accordingly.

CAN I RETURN AN ITEM TO YOUR DIVA SHOP?
No. All items purchased online must be returned to our returns department.

HOW LONG WILL IT TAKE FOR A REFUND TO SHOW IN MY ACCOUNT?
Please allow up to 21 working days for your account to be credited. If you have not received your refund after this time, please contact us at sales@divavintage.com.

SHIPPING & RETURNS: A MESSAGE TO ALL OUR EU CUSTOMERS
The UK has left the EU, which means that various changes have been made to the way we process orders from EU countries.

The good news is that we still operate as usual, and the website offers full functionality, meaning you can still buy your Diva dresses and separates from us! The prices you see on the website are minus VAT tax, so you will be paying 20% less for your items. The fixed cost of carriage will remain the same.

EU customers are responsible for all import duties, customs, and local sales taxes levied by their country. Payment of such duties and taxes is necessary to release your order from customs upon arrival. Please note that we are unable to advise on the amount this may be.

The shipping company will contact you once your item(s) are in customs to inform you of the cost. This may delay your delivery time, as goods held at customs will be your responsibility to pay the necessary charges for local authorities to release the goods. Please be aware that if you choose not to pay the import taxes on your order, we reserve the right to charge any additional costs incurred by Diva Vintage to your account.

DO YOU HAVE A SHOP?
Unfortunately, we don't have a physical shop; we are online only.

DO YOU DO WHOLESALE?
We are always happy to hear from boutiques interested in stocking Diva. Please email wholesale@DivaCatwalk.com for further information.

HOW DO I CONTACT DIVA VINTAGE?
If you have a query regarding your order, do not hesitate to email us at sales@divavintage.com or call us at 01491 628844.