Refund policy
We want you to be happy with what you ordered. If something isn't right, you have 14 days from the day your order is delivered to request a return or exchange.
What we can accept
Items must come back unworn, unwashed and undamaged, with all original tags still attached and in their original packaging. We can't accept anything that has been worn, altered, washed, or that comes back with marks, perfume, deodorant or pet hair on it.
What we can't accept
- Items returned after the 14-day window
- Items without their original tags attached
- Pierced jewellery, and intimate or hygiene-sensitive items, once opened
- Items marked "final sale" on the product page at the time of purchase
How to start a return
Email divacciegy@gmail.com with your order number and a short note about what you'd like to return and why. We'll reply with instructions. Please don't send anything back before you've heard from us — we can't process returns we aren't expecting.
Who pays for return shipping
Return shipping is paid by the customer and is not refundable, unless the item is faulty, damaged in transit, or we sent you the wrong item. In those cases we cover the cost of getting it back to us, and you're entitled to a full refund including the original delivery charge.
Refunds
Once your return reaches us we'll inspect it and email you to confirm. Because orders are paid cash on delivery, approved refunds are issued by bank transfer or InstaPay to an account in the name of the person who placed the order. We'll ask you for those details once your return is approved, and the transfer is normally made within 5 to 10 business days of us receiving the item.
Original delivery charges are not refunded except where the item was faulty, damaged or incorrect. If a refund brings your order below the free-shipping threshold, the delivery cost we originally absorbed may be deducted.
Exchanges
If you'd like a different size or colour, tell us when you contact us and we'll reserve it where we can. Exchanges depend on stock at the time your return is processed; if what you wanted has sold out we'll refund you instead.
Refusing delivery
Because we ship cash on delivery, please only order what you intend to accept. If you no longer want an order, contact us before it is dispatched and we'll cancel it at no cost. Orders repeatedly refused at the door may mean we ask for payment in advance on future orders.
Faulty items
If something arrives damaged or develops a fault, contact us as soon as you notice, with photographs. Nothing in this policy affects your rights under Egyptian consumer protection law.
Questions? Email divacciegy@gmail.com.