Return policy

HOW DO I RETURN AN ORDER?

If you are not satisfied with your purchase and wish to return an item, please contact us by email atclientes.divabags@gmail.com, indicating the order number and the reason for your return. Please note that you have a period of 14 days from receipt of your order to make the return by certified mail* , after this time, your product will not be accepted for return.

*If sent using another form of shipping other than certified mail, the company will not be responsible for possible loss or damage to the package.

In cases where payment is made by cash on delivery, a maximum refund of 50% of the total value of the item will be made. The remaining 50% will be assumed by DivaBags.store, corresponding to concepts linked to the management of the transaction, as well as the expenses associated with shipping and collection inherent to the cash on delivery model implemented.


Due to the Covid19 crisis and for safety reasons, money will not be returned for personal hygiene products that have been used.

We are sorry for the inconvenience.

(According to Art 44 of Law 7/1996 of January 15 on the regulation of retail trade modified by Law 47/2002 of December 19)

If you decide to return an order, you must send the product by certified mail and bear the shipping costs.

ATTENTION: For reasons of Covid-19, to guarantee the safety of our customers, items for personal use that have been used cannot be returned.

We appreciate your understanding and regret the inconvenience caused.


Our customer service team will review the return request and send further instructions if the return is approved. Returned items must be in their original packaging, including any accessories, manuals and documentation. Returned items must be unused, in the same condition in which we sent them to you, and in their original packaging. Stains, bent cards, broken seals or torn plastic sheets will not be accepted. If the condition of the product sent back to us is not in acceptable condition, we reserve the right not to return it or exchange it. Products that have been personalized cannot be refunded or exchanged.


Non-returnable items include items purchased through retailers, incorrect products purchased, and products damaged due to customer mishandling. Divabags.store reserves the right to deny any return.

Under no circumstances will the amount of the item be refunded until it is returned and its condition checked. In case of damage or poor condition, Divabags.store reserves the right to deny any return .

WHAT DO I DO IF THE PRODUCT RECEIVED IS DAMAGED OR INCORRECT?

Please contact our customer service team at clients.divabags@gmail.com to start the return process. Please include the following information:

  • Order number
  • Proof of purchase
  • Video or photo of the product to be returned (if applicable)
  • Full shipping address
  • Phone number

In the exceptional case that you receive a product with factory defects,
You must justify it through filmographic evidence to our customer service colleagues.

If favorable, you can choose the following options:

a) Redeemable coupon.
b) Shipping of new product with shipping at the customer's expense.

HOW LONG DOES THIS PROCESS TAKE?

Processing returns may take up to 14 business days from the day we receive your return. We will send you an email to confirm once your return has been processed. For returned items, a full refund will be credited for the returned products. For non-defective items, the refund excludes all shipping and handling charges.

WHEN WILL I RECEIVE MY PURCHASE VOUCHER?

All refunds will be credited with a purchase voucher for the same amount of the order to be returned, except for cash on delivery orders where the proportional part of the shipping amount will be discounted.

Once your order is received, our quality team will check it to ensure it is in its original condition.
After this process, you will receive an email with the purchase voucher.

This voucher will last for 6 months.

HOW CAN I CHANGE OR CANCEL AN ORDER?

We allow you to modify the details of an order or cancel it within 12 hours of purchase. To do this, access our customer service center and create a query providing the information we ask for. Select the type of consultation most appropriate for your case so that our agents can assist you as quickly as possible.

Please note that after 12 hours, our products have already been packed and are ready for shipping, so we will not be able to change the details of your order.

If you are not satisfied with the product, you can download and fill out the form (by clicking here: FORM ) This form must be attached to the package when the return is made. Please fill out the form correctly, without the form NO RETURNS WILL BE MADE.