Refund policy

14-day return policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. This applies to incorrect items received, damaged or missing items, and items that did not meet your "Expectations" This means items that were not accurately described or represented online in terms of "size" "material" or "quality"

We are not obliged under QLD law to provide a change of mind refund, however we will review a request on a case by case basis.

If you request a change of mind refund that is approved a cancellation fee of 10% of the order total value will apply. This fee covers administrative and processing costs.

*For damage caused during transit please see Australia Post policy below.

Missing or incorrect items

If something was missing or the wrong item was given to you just let us know straight away and we will send you a return label for an incorrect item to be sent back to us, once we receive the item in the same condition we will send you the correct item.

For missing items we will send you the item straight away, or if it no longer in stock we will give you the option of another item or issue you a full refund.

Unmet Expectations/Damage

*If you make a purchase at a live sale items are automatically deemed as represented accurately.

We will conditionally accept returns for items that did not meet your "Expectations" on a case by case basis.

The conditions are that you photograph the item and send us the images with a description of how the item did not meet your expectations. We will assess immediately and issue you with a return label to send the item back to us if we believe the item to be misrepresented.

You can then either choose another item or a full refund. If you choose another item we will ship it straight to you after we receive your return in the same condition as sent to you.

If we deem the item to be accurately represented we will just give you a super friendly call to chat about the it. We are very cruisy and can always find a way to make things better!

Returns

To start a return, you can contact us at hello@thedivines.com.au.

MOB: +61490235341

Refunds

We will notify you once we’ve received and inspected your return (if applicable), and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

*Items sent back to us without first requesting a return will not be accepted.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items)

Unfortunately, we cannot accept returns on sale items or gift cards.

Damage caused by transit

Once your parcel leaves us securely wrapped with fragile stickers we have no control over how it is handled.

Please contact us first so that we can assess what has happened. You will need to keep all packaging and send through pictures.

For Damages caused during shipping - Australia Post Policy

Items received damaged 

• Present the damaged item and the packaging at a PS Post Office or Business Hub (not your standard Post Office) for a damage report to be completed (only the person to whom the item is addressed can present the item). Please note that not all of our Post Offices are able to complete damage reports. Please ask at your local outlet or look for Post Offices listed as Post Shops or Business Hubs in our locations and hours tool.
• Our retail staff will submit a Customer Service Complaint on your behalf (you may be required to leave the item and all packaging with our staff for processing, however this is not usually the case where it is obvious that damage occurred during shipping).
• Provide supporting documentation as requested. This may include proof of identity, a statutory declaration, receipts for postage or the item itself, and other item details.

*This does not apply to items purchased from Divine Crystal Heart in a damaged condition that has been made known to you. IE when we have a "chip" sale for damaged items at reduced cost.