Refund policy
Return & Refund Policy
Thank you for shopping with us! Your satisfaction is important to us, and we aim to provide a smooth return & refund experience. Please read the policy carefully before placing an order.
Eligibility for Refunds or Replacements
We offer refunds or replacements in the following situations:
✔ Item arrived damaged
Please send clear photos/videos of the damage.
✔ Incorrect item received
Provide photos of the item you received.
✔ Missing items in the package
Send a photo of the full contents.
✔ Order not delivered
If your tracking shows no delivery within the allowed timeframe, we will refund or replace the item.
Situations Not Eligible for Refunds
We cannot issue refunds or replacements in these situations:
✘ Customer change of mind
✘ Wrong size or color chosen by the customer
✘ Incorrect shipping address provided at checkout
✘ Delays caused by customs or shipping carriers
✘ Items returned without approval
Return Shipping
In most cases, items do not need to be returned.
If a return is required, customers are responsible for return shipping costs unless the product is damaged or incorrect.
Refund Process
To request a refund or replacement:
Contact us at infodivaura@gmail.com
Include your order number
Provide photos/videos showing the issue
Our support team will review your request and provide the next steps
Refunds are issued to the original payment method once the case is approved.
Lost or Stolen Packages
If tracking confirms the package was delivered but you did not receive it:
We cannot offer refunds or replacements for packages marked as “Delivered.”
Please check with neighbors or contact your local carrier for assistance.
Order Cancellation
Orders can be canceled within 12 hours of purchase.
After this period, the order may already be processing and cannot be canceled.
How to Start a Return or Refund
To begin a return or refund request, please contact us at:
📧infodivaura@gmail.com
Please include:
Full name
Order number
Description of the issue
Photo/video evidence (if relevant)
We’re here to help and will respond as quickly as possible.