Shipping policy

Any orders that include items on pre-order will have a longer dispatch time than usual. The pre-order dispatch times are available to view on the product page under the price of each item. 

It is important to note, parcels can sometimes be delayed by factors out of our control, such as processing center delays. The estimated delivery times we provide are therefore not a guaranteed delivery period and should only be viewed as an estimate. We are unfortunately unable to offer any form of postage refund for missed or delayed delivery estimate windows.

INTERNATIONAL ORDERS

International tracked delivery 

We estimate that delivery for this service can take between 10-15 working days 

Please note, this can sometimes be delayed by customs or other factors that are out of our control so this is not a guaranteed delivery period. 

If an order is being delivered to an address outside of the UK, additional import fees may need to be paid in order to release your parcel.

Any orders that include items on pre-order will have a longer dispatch time than usual. The pre-order dispatch times are available to view on the product page under the price of each item. 

It is important to note, parcels can sometimes be delayed by factors out of our control, such as customs or processing center delays. The estimated delivery times we provide are therefore not a guaranteed delivery period and should only be viewed as an estimate. We are unfortunately unable to offer any form of postage refund for missed or delayed delivery estimate windows.

INFORMATION AND POLICIES

Confirmation of delivery 

Divine Celestial delivers worldwide from the UK. We provide tracking for all UK and international orders which will provide confirmation of delivery once our courier partner has delivered the parcel. 

Incorrect delivery address 

Orders can only be delivered to the address provided at checkout, so please make sure this is correct before making a purchase. Our team usually begin processing orders immediately, which unfortunately means we are rarely able to make any changes to an order. If you have made a mistake with your shipping address please email us at support@divinethecelestial.com with the subject line "DELIVERY ADDRESS CHANGE", including the correct shipping address in your message, and our team will let you know whether this will be possible or not. Please be aware, we cannot be held responsible for any missing or delayed parcels that are a result of an incorrect address being provided.

Delivery Issue 

If there is any form of issue with an order, parcel or delivery, it is vital that customers contact us or the carrier within 15 days of the order date so that we can effectively address the situation. Outside of this period, unfortunately, we are unable to assist with any issues relating to the order.

Parcel Returned to Sender 

Should an order be "returned to sender" after any sort of failed delivery attempts, including incorrectly provided delivery addresses or unclaimed parcels, please note the courier redirection services can sometimes take several months to proceed and we cannot be held responsible for any missing or delayed parcels that are a result of this.

If a “return to sender” parcel is successfully received at our premises by our team, the order will automatically be refunded minus any original postage payment. If an order was applicable for Free Delivery, our original postage costs will be deducted from the order total to cover these costs. If a customer wants their item to be shipped again they will be charged a second postage fee.  Please note, if we do not hear back about the returned order to arrange redelivery, we will only be able to hold these items for a maximum of 30 days. 

If your parcel is being “returned to sender”, it is important you get in touch with us at support@divinethecelestial.com immediately to make us aware of this. 

Customs & Duty

We ship our packages DDU (Duties Delivered Unpaid), so if an order is being delivered to an address outside of the UK, additional import fees may need to be paid in order to release your parcel. Unfortunately, we cannot be responsible for any additional import charges charged by your country's import laws, and those are the responsibility of the customer. If these fees aren't paid by the customer and the order is safely returned to us, customers will be refunded the original order amount minus postage fees and any additional duty and handling fees incurred. There is also a non-refundable fee of 15% charged per item for unclaimed orders returned to us. Please note we cannot be held responsible for any missing parcels or delayed parcels that are not safely delivered back to us that are a result of rejected parcels or failed customs and taxes payment attempts.

Product issue or damage

On the rare occasion that there is ever any sort of issue, factory fault or damage found on an item, you must get in touch as soon as you receive the product to inform us so we can evaluate the issue and find a suitable resolution. If you do not get in touch immediately before the item has been worn, we are unable to take responsibility for any damage that may occur.