RETURNS
You have 14 days from the date of delivery to register and return your order.
Returned items must be unworn, unused, and in their original condition, with all tags and packaging intact. Returns that do not meet these conditions will not be accepted and will be sent back to you at your expense.
Full-priced items may be returned for a refund, credit note, or free size exchange.
Sale items (items marked as “Sale” on the product page or discounted during a promotional event with a code or automatic discount) may be returned for a credit note or free size exchange only. Refunds are not available for sale items.
Final Sale items (styles marked as “Final Sale – size exchange only” on the product page) are eligible for size exchange only, pending availability. If the requested size is unavailable, the item cannot be returned for a credit note or refund.
Return Shipping Fees A 20$ return postage fee will be deducted from the refund or credit note. Exchanges are always free of charge.
HOW TO RETURN
1. SUBMIT YOUR RETURN REQUEST
Email customercare@divalotransylvania.com within 14 days of delivery. Include your order number, the item(s) you’re returning, and whether you prefer a refund or credit note (see eligibility below).
2. RECEIVE YOUR DHL RETURN LABEL
We’ll email you a pre-paid DHL label and simple packing instructions. (Fees apply to refunds/credit notes: USA $15, Rest of World $35; exchanges are free.)
3. PREPARE YOUR PACKAGE
Place items unworn, unused, with all tags and original packaging into a secure box. Include any accessories that came with the item.
4. ATTACH THE LABEL
Affix the DHL label over any old labels to avoid scanning errors.
5. SEND IT BACK
Drop off at a DHL location or schedule a pickup with DHL using the details on your label.
6. TRACK YOUR RETURN
Keep the DHL tracking receipt. You’ll receive an email once the parcel is scanned in transit and again when it arrives at our facility.
7. INSPECTION & CONFIRMATION
After delivery, our team inspects your item(s). If approved, we proceed based on your choice: Refunds (full-price items only): Issued to your original payment method, minus the return label fee and any original shipping fees. Allow up to 5 business days for your bank to post the funds. Credit Note: Issued by email with a unique code, valid for 3 years. (Return label fee applies.) Exchange: Free—and if you requested an exchange, we’ll ship the new size/item as soon as your return is scanned in transit.
EXCHANGES
We want you to find the perfect fit. That’s why exchanges are free of charge. To request an exchange, please contact us at customercare@divalotransylvania.com. We will provide you with a complimentary return label. Once the return package is scanned and confirmed in transit by the courier, we will immediately ship your new size or item—also free of charge.
Please note: for exchanges, no additional duties or taxes will apply.
RETURNS PROCESSING TIME
Please allow up to 3 business days for your return to be processed. You will receive an email when our team has received your return and again when your return is processed. Please contact us at customercare@divalotransylvania.com if you need assistance.
FAULTY ITEMS
All items are quality controlled to a high standard before dispatch, however if you receive an item that is not 100% right please contact us at customercare@divalotransylvania.com with your order number and images of the fault or issue and we will work with you to resolve it as soon as possible. Please note that items which are damaged as a result of normal wear and tear, accident, failure to follow care instructions, or misuse will not be considered faulty. Any item more than 3 months from the date of purchase is outside our warranty period, though we may review on a case by case basis.