Frequent questions
I have had a very bad time buying from other online stores. Is DivaBags reliable?
It is very unfortunate that you have had bad online shopping experiences, therefore, we know that it is easy to mistrust and that is why we want to tell you that, our main goal is your satisfaction, so we have decided to offer you, in addition to the regular purchasing methods , the payment on delivery service, so you can ensure that you will receive your order without the inconvenience that comes with typical online purchases.
How can I buy a product?
Buying is so simple that you only need to follow 5 steps:
- Choose the product you want from our catalog and the quantity you want to buy, click ADD TO CART .
- Verify that your order is correct and click FINISH ORDER .
- Fill out all the contact and shipping information, check that your information is correct. In this step you can enter a Discount Code (if you have one), and click on CONTINUE SHIPPING .
- Confirm your details and, if there are no errors, click CONTINUE WITH PAYMENT .
- Choose the payment method: Credit card (you must fill in the information) or Cash on Delivery and FINISH THE ORDER .
It is very simple!
What payment methods are available?
Our available payment method is cash on delivery.
In how much time will my request be delivered?
Please note that once you place your order, your order needs 24 hours to be processed and shipped. Since our shipments are Express, shipping time ranges between 24 and 48 hours, however we want to inform you that due to extraordinary situations, such as COVID19, our shipments could be delayed by 2 or 3 days maximum.
If I place an order on a Friday, will I receive it on the weekend?
We inform you that for now we work from Monday to Friday, so we do not ship on weekends, so it is important that you take precautions if you need to receive your order between those days, we apologize.
What if I need my order delivered on a specific date?
You can contact us through our email clients.divabags@gmail.com. Without problem, our dispatch department will be in charge of planning your shipment for the indicated day.
I made a mistake when entering the delivery information, what can I do?
In that case, try to communicate with us through our email clients.divabags@gmail.com within 12 hours of purchase and provide us with the correct information.
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.
Can I cancel or change an order?
In that case, try to communicate with us through our email clients.divabags@gmail.com within 12 hours of purchase and you can inform us of your wish to cancel or change your order.
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.
What happens if I am not satisfied with what I purchased?
If you are not satisfied with your purchase and wish to return an item, you can contact us by email atclients.divabags@gmail.com indicating the order number and the reason for your return. Take into account that you have a period of 14 days from receipt of your order to make the return , after this time, your product will not be accepted for return. (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 should know that you will bear the shipping costs.
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.
Do the products you buy have a warranty?
If any of the products you have received has a manufacturing defect or error in its operation, we will replace, free of charge, that product with a new one in good condition.
Take into account that you have a period of 14 days from receipt of your order to notify your non-conformity , we also inform you that the guarantee is not applicable if we consider that the damage is due to misuse of the product.
Are your products the same as those you sell in other stores?
Our products may have similar characteristics to those of other stores, but their quality and service is superior to that of other stores. We try to choose only products of proven quality and we are so committed to this that if a problem occurs with any of them, we will resend you a new one completely free of charge.
What happens if I receive the wrong or damaged product?
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 some cases, you may be asked to include a video or photo of the defective product as proof in order to refund or replace the product.
How long does the return 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.
Why have they asked me for my ID?
Only in cases where shipments are headed to the Canary Islands, Ceuta and Melilla, will we ask for your DNI, since in those cases the postal company requests that information from us to manage the shipment.
Someone called me on behalf of DivaBags … is it someone from your team?
If you have made a purchase with the payment on delivery method, we inform you that in less than 12 hours an agent from our team will contact you by phone and/or email so that we can confirm your decision to buy with us. Please note that, in these cases, if there is no purchase confirmation, it will be canceled within the next 48 hours.
My order has been canceled automatically… why did this happen?
All purchases under the payment on delivery method are confirmed by our team within the first 12 hours via telephone and/or email. Please note that, if we have not been able to confirm your purchase by any of these means, it will be canceled within the next 48 hours.