FAQs

Please contact us either via email or our online client assistant. For email, please send your order number, name, contact and question to service@divanna-au.com, we will get back to you within 2 working days.
If there is no stock after we received the order from customer, we will contact the customer straight away and inform the relevant stock approximate arrival time. Normally new stock will arrive in 3-10 working days.
We do have promotions at our online stores time to time, please visit our website or follow our online stores or wechat to find out ongoing activities.
Yes, you can make changes if your order has not been packed for shipping, please email or contact our client assistant for updates. You can’t make any changes if your order completed packing for shipping.
Domestic delivery will take 3-5 working days. International delivery will take 7-10 working days. Please note customer need to provide required information for custom clearance.
We accept multi-payment method such as Paypal, Alipay, WeChat payment, UnionPay etc. For all payment method please refer to our website.
Please measure your foot length and refer to our size guide. If you are still unsure, please contact our online client assistant.
If you made an international purchase, please note the import tax and international courier fee will be charged for return and exchange of non-quality issue product. If the product with quality issue, please contact our client assistant for return and exchange guidance. Any free gifts with your purchase should be return at same time. Please speak to our client assistant for more information.
We will process the refund after receiving your return product. The refund payment will return according to the original payment method, normally it will take 3-5 working days. Please note that all credit card payment refund will take more than 30 days.

 
 

SHIPPING AND DELIVERY

Shipping Details

Orders placed after 2:00 p.m.ET are processed the following business day Monday through Friday. Holiday and Weekend orders are processed the following business day.
**PLEASE NOTE: ITEMS MAYBE SHIPPED SEPARATELY BASED ON AVAILABILITY.

Shipping Delivery Times

Orders shipping to Hongkong are delivered within 4-5 business days, excluding Sundays & statutory Public Holidays.
Orders shipping internationally are delivered within 10 business days, excluding Sundays & statutory Public Holidays.

Shipping Rates

Free shipping for all orders.
Free return or exchange for the product. International orders return or exchange condition apply. Please contact client services for more information.

Additional information

  • For orders ship to China, we need to collect customer’s ID card for custom clearance and tax purpose. Our client services will contact you if you didn’t upload ID information. The order can’t be processed without ID information.
  • Shipping addresses are limited to one address per order.
  • You will be notified via e-mail if the product you have ordered is not available for immediate shipment

 

SIZE GUIDE

 

PRODUCT CARE

We recommend the following methods to care for your shoes and handbags:

Leather

  • When soiled, wipe with a clean, damp cloth and apply neutral or coloured polish or leather lotion. Buff lightly with a soft cloth when dry.
  • Do not apply polish to oil tanned leathers.

Patent Leather

  • Patent leather should be kept away from plastic and other patent leathers, and should be cleaned with only patent leather cleaner. Do not use household cleaners on patent leather.

Suede

  • Spray with protector prior to use.
  • Use a soft rubber suede brush to remove dried soil.
  • For wet, oily or ink stains, use suede cleaner & conditioner spay or send to professional clean.

Printed Materials

  • Do not use cleaner & conditioner as it may discolour the material.
  • Do not store skin shoes in plastic bags as they need to “breathe”.
  • Place skin shoes in their boxes, carefully ensuring that the scales do not rub and lift.

Ultra-suede

  • Spray with protector prior to use.
  • Use warm water and mild soap to remove wet stains. Allow time to dry before wearing.
  • Remove dried soil with a soft rubber brush.

Microfiber

  • Spray with protector prior to use.
  • Use warm water and mild soap to remove wet stains. Allow time to dry before wearing.
  • Remove dried soil with a soft rubber brush.

 

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