Frequently Asked Questions

Welcome to the DivaSquad's FAQ hub!
Our fabulous squad has put together a list of frequently asked questions to ensure that you receive the VIP treatment that every diva deserves.

If you have any additional questions or if we've missed anything, our team is always available to provide you with prompt and efficient assistance. Feel free to contact us at any time.

Orders and Shipping

What does 'Non-Residential Addresses Only' mean?

Great question, because it is a little confusing! Well, once upon a time, it was simple!

But, TNT are currently morphing into FedEx, and with that, come changes.

To avoid processing and delivery delays, please beware of the following. 

TNT/FedEx Road Express B2B. For cost-effective business to business delivery.

An oversized surcharge $59 + GST plus a residential surcharge of $5.50 will apply for oversized items that are delivered to a residential address.

Please note:
A residential address refers to a home or private residence, including locations where a business is operated from the home or private residence and for your TNT Business Address Delivery to be valid, the address must be in a 'commercial' location and NOT a registered business/company in a residential home/location.

*The location of your order for delivery is checked, and if not suitable, we will contact you to either: 

1. Change delivery address, 

2 Send to your nearest TNT Station for you to collect directly from them. You can find your nearest station by heading to TNT here, and Fedex here.

3. You are happy to pay the oversized charge of $70 before dispatch for your order to have your order delivered to the residential address you provided at check out, 

4. Send with Australia Post, which will incur additional shipping costs and may take longer for you to receive,

5. Offer a refund, which will be classed as a change of mind and incur an admin fee of $20, 

The TNT/FedEx oversize surcharges and fees are not in our control and are implemented by TNT/FedEx. Although DivaDolly Australia Pty Ltd does not set these fees, we try to give you options to avoid them.

Confusing, huh. But we do hope we were able to explain it for you.

Side note:

Incorrect shipping addresses and chosen shipping method puts extensive delays in dispatching your order, so please ensure the correct address is given at checkout.

As not to have your order delayed further if we cannot reach you, or you have ordered during our busy periods (such as a new collection launch, Christmas, or comp seasons), we may decide to automatically send it to your nearest TNT Station for collection.

So please check your address and, of course, do not hesitate to reach out if you have any questions or concerns at hello@mydivasquad.com. 

We are very sorry for the inconvenience this may cause but we hope we were able to make it a smooth process for you.  

 *TNT do not deliver to PO Boxes.

**Do NOT change the delivery address to residential once your order has been dispatched. This does not 'beat the system', and could end up being a very stressful experience for you; Divas do not need stress!

TNT will send an item back to us if it hasn't been collected in a timely matter or if there has been no correspondence from you to your nearest station on a estimated date of collection.

Please collect as soon as possible or make contact with your selected station to avoid your item being sent back to us.

All fees that have been incurred from TNT will be invoiced to you including extra fees to send your item back if you miss collecting your item in a timely matter!

This is out of our control and we do not set the fees, policy or procedures that are set out by TNT.

For home delivery:

TNT charges a $20 redelivery fee every time they try to deliver and no one is available to accept. Hence, all TNT deliveries are Authority to Leave (ATL), so please make sure someone is available to accept your delivery. TNT Station pickup is the safest and quickest option available if you do not want this to happen.

Please state the address in shipping at checkout for your closet TNT Station. 

How long will it take for my order to arrive?

Hey there, Diva!

We would like to share some important advice to ensure that your shopping experience with us is pleasant and free of any stress.
We suggest placing your order well in advance, ideally at least 3 weeks before a concert or big event.

That's why we recommend ordering early. It will help you avoid any disappointment caused by delivery delays or receiving a wrong or damaged item. We understand how frustrating it can be to not receive your order on time, so please don't hesitate to place your order in advance.

So, please follow our friendly policy - ORDER EARLY!


 Standard order processing time

Please allow 1-4 business days for processing and dispatch, and an additional 5-10 business days for delivery.

TNT/FedEx warehouse are Mon-Fri (excluding holidays). *delays can occur

Shipping with Australia Post Mon/Wed/Fri (excluding holidays). *delays can occur

*Dispatch & Delivery delays can occur, especially during peak season October - December (Black Friday, Christmas, or Boxing Day Sales). 

What is the DivaSquad Piece of Mind - Shipping Protection?

PROTECT YOUR DELIVERY

There's no need to wait weeks for claims to be processed by couriers - protect your parcel with just a small fee from the value of the content, and we'll offer you a refund or replacement right away. 

WHAT WE DEEM AS LOST OR STOLEN:

  • The shipment states' delivered,' but you have yet to receive it. Depending on where you live, we ask that you allow FIVE business days for your parcel to be delivered. Please report to us within ten business days if your item is marked delivered and has yet to be received. Sometimes the courier prematurely marks it as delivered and tries redelivery, it turns up in a secure location at your property, or it may be at your neighbours.
  • You have ten days to report to us of lost/stolen status for us to replace. After ten days, the replacement period expires and is null and void.
  • STOLEN Orders Over $99 - must file and submit a copy of a Police Report.

Stolen Orders will only be eligible for replacement or refund if a police report has been submitted. 

PLEASE BE AWARE; 

TNT charges a $20 redelivery fee every time they try to deliver and no one is available to accept. Hence, all TNT deliveries are Authority to Leave (ATL), so please make sure someone is available to accept your delivery. TNT Station pickup is available if you do not want this to happen. Please state the address in shipping at checkout for your closet TNT Station. 

WHAT WE DEEM AS DAMAGED:

  • Items arrive damaged in transit (dents in the product, water damage)
  • Parts of your order needs to be replaced due to the box/packet opening in transit. (Please be aware orders are regularly sent in split parcels and are not missing). 

PLEASE BE AWARE;

You have 48 hours to inspect your delivery to be eligible for transit damage. After this time, unfortunately to claim 'damage during transit' is forfeited. 

Don't hesitate to contact us at hello@mydivasquad.com immediately if your items have arrived damaged or something is missing. Also, submit photographic evidence of any tampered-with items.

WHAT WE DO NOT COVER:

  • Missing parcels or redelivery fees due to incorrect address information provided by you
  • Delays in transit 
  • Your order needs to be fulfilled or shipped due to inventory issues or dispatch delays.
  • Orders stuck in customs - we cannot be held responsible for customs delays. Please contact your chosen courier and pay the required customs fees. (If you refuse customs payments, we are not liable for any return-to-sender fees and will deduct these fees from your refund).
  • Returned items for refund or exchange that are not in a resalable condition.

HOW TO SUBMIT YOUR CLAIM:

  • If your parcel is lost or damaged, contact us at hello@mydivasquad.com from the email address you used to place your order. A member of our customer service team will assist you within 1-2 working days. 

We will continue to track your parcel, and should it appear; We request the parcel be sent back to us at our expense.

By selecting our DivaSquad Shipping Protection, you agree to these terms. 

We ask that you only get in touch regarding a missing parcel once the be deemed as lost allotted time has passed.

Our in-house protection policy, DivaSquad Shipping Protection is non-refundable.

OUR POLICY FOR UNPROTECTED PARCELS:

We will follow the claims policy with your selected courier to locate your parcel or deem it lost. 

Contact may take 1-3 weeks and is at the courier's discretion.

If your parcel has a GPS location or photographic evidence of delivery to your property, is with a neighbour or is at a secure site, we are not responsible for a refund or replacement.

  

Personalised Orders

Our goal is to have your personalised item dispatched as soon as we can, typically within two to four days of receiving you order. Nevertheless, during high-demand periods, please take into account an extra processing time of 5-7 business days for orders containing personalisations.

What payment methods do you accept?

Credit Cards & Debit Cards Including: Visa - Mastercard - AMEX

Buy Now Pay Later (BNPL)
AfterPay and Laybuy

ApplePay

Shop

Paypal

When will my items be delivered?

Please allow 3-10 business days for delivery.

The time it takes for your items to be delivered can be influenced by several factors, such as where you live, the shipping method you selected, and any customs procedures that may be involved if it's an international shipment. To get an idea of when your items will arrive, you can check the tracking information provided in the 'your order has been dispatched', email.

If you have any specific concerns or require further assistance regarding the delivery of your items, please feel free to contact our customer service team. They will be happy to help you with any questions and provide you with the most accurate information about when you can expect your order to arrive.

Shipping Terms and Conditions

  • We make every effort to ensure that your ordered items are delivered on time. However, if there is a delay caused by our carrier, which is beyond our control, or any event that is unforeseeable, we will not be responsible for any loss or damage that may occur as a result. This includes delays caused by an incorrect delivery address provided by you.
  • Please note that all gift card orders will be delivered directly to the email address you provided during the purchase.
  • In the event that some of the goods are out of stock during the packing process of your order, we will inform you via email and offer a refund or suggest a similar alternative of equal value.

Is my order available for local pick-up?

Yes! Although the showroom is only open by appointment.

If you're not needing your order urgently, we do recommend to purchase online as delivery within the Perth metro area usually takes 1-3 days to arrive after processing!

For all urgent collections, please reach out prior to purchasing so we can organise a collection appointment for you!

When will my presale order ship?

Preorders allow you to reserve your favourite product in advance and to avoid missing out on a limited design. Each preorder product page will clearly list the expected date of arrival based on arrival estimations provided by our suppliers. These are however, purely educated estimations, and these times are subject to reasonable delays in manufacturing and/or delivery and/or other factors outside of our control. We will endeavour to keep you informed by email if any changes occur. For more information please see ourTerms page.

International Shipping

Please note that international shipments may be subject to customs duties, taxes, and fees imposed by the destination country.

These charges are beyond our control and are the responsibility of the recipient. We encourage customers to familiarise themselves with the customs regulations of their respective countries before placing an order.

We cannot be held responsible for any delays, additional charges, or shipment refusals due to customs restrictions. If you have any questions or concerns regarding customs regulations or your shipment, please feel free to contact our customer support squad, who will be happy to assist you.

Return Policy

What is your Change of Mind Policy?

A Change of Mind refund, replacement, or store credit will be issued at the discretion of DivaDolly Australia Pty Ltd. 

Initial shipping fees are non-refundable 

Change of Mind Shipping costs is the sole responsibility of the customer. 

In all cases, any postage charges that we incur associated with items marked as 

"Return To Sender" or "Insufficient Postage Paid" will be deducted from your refund or payable by you before your refund, store credit, or replacement is released.

In all cases;

Please note that our change of mind policy incurs a $20 fee due to processing charges.

 

Accepted returns

Change of mind within seven days from receipt.

DivaSquad will provide a refund and exchange if they meet ALL the following requirements:

  • The item is total-priced (it was not purchased on a promotion or sale).
  • Item is in original condition (unused, including instructions, leaflets and other packaging).
  • You have proof of purchase.

Due to health and hygiene regulations, we cannot offer refunds or exchanges on the following:

  • Tights.
  • HairPolish
  • Hair Brushes
  • Stage Erasers
  • Makeup Blenders
  • Makeup Brush Cleansing Kits

Sale items & temporary promotions

  • No change-of-mind refunds on sale items
  • No change-of-mind refunds on promotional items

Personalised Items

  • No change-of-mind refunds on personalised items

In the case of unsolicited or late returns 

If you have not contacted us before returning the item or returned it outside of the specified time frames, a refund will be automatically issued minus:

  • a restocking fee of 15% for items in new condition
  • a refund reduction of 20% for used goods, or 
  • a refund reduction of 50% for damaged goods

The item’s condition will be assessed at our sole discretion.

Can I make changes to or cancel my order?

Cancellation Policy

If you wish to cancel your entire order and receive a refund, you must contact Customer Support within two hours of placing your order.

After two hours, your order will be in production and may have already been printed and prepared for shipment, therefore a refund will not be possible.

Order Changes

Please be aware that we cannot modify existing orders, including changes to colour or size. If you request changes to your order, it will be treated as a cancellation and our cancellation policy will apply.

Do you do exchanges?

  • Exchanges are subject to approval and availability.
  • Eligible items for exchange must be in original, unused condition with all packaging materials included.
  • Proof of purchase is required for all exchange requests.
  • Exchanges can only be made for items of equal or lesser value.
  • If the desired item for exchange is of higher value, the difference in price must be paid.
  • Certain items are ineligible for exchange, including sale items purchased during temporary promotions, personalised items, tights, HairPolish, hair brushes, stage erasers, makeup blenders, and makeup brush cleansing kits.
  • Shipping fees for the exchange item are the responsibility of the customer.
  • To initiate an exchange, please contact our customer service team, who will guide you through the process.

Can I exchange an item for a different size/colour?

Exchanges for different sizes or colours are subject to availability. Please contact our customer service team to inquire about specific options.

How long do I have to initiate an exchange?

To initiate an exchange, please notify us within 14 days of receiving your order.

Can I exchange an item purchased online at a physical store location?

Exchanges for items purchased online can only be made through our online platform. Exchanges for items purchased at physical store locations must be processed in-store.

What if the item I want to exchange for is out of stock?

If the desired exchange item is out of stock, we will provide alternative options or offer a refund for the original item.

Can I exchange an item that was a gift?

Please provide proof of purchase or a gift receipt to exchange a gift item. The exchange will be processed in accordance with our standard policy.

What if the item I received is damaged or defective?

If you received a damaged or defective item, please contact our customer service team immediately. We will assist you in resolving the issue and provide instructions for the exchange process.

Will I receive a refund if the item I want to exchange for is cheaper than the original item?

If the chosen exchange item is of lesser value than the original item, we will refund the difference to the original payment method.

Can I exchange an item multiple times?

Our exchange policy allows for a one-time exchange per eligible item.

Is there a limit to how many days I can keep the exchanged item before returning it?

 Please return the original item within 14 days of receiving the exchange item. Failure to do so may result in additional charges or cancellation of the exchange.

Can I exchange an item if I have removed the tags or packaging?

Items with removed tags or packaging are generally not eligible for exchange unless they are confirmed as damaged or defective. Please contact our customer service team for further assistance in such cases.

Please note that our exchange policy is subject to change and may vary based on specific products or promotions. We recommend reviewing the policy on our website or contacting customer service for the most up-to-date information.

Warranty Terms and Conditions

Warranties

The warranty provided herein applies only to the first purchaser or gift recipient of the Product purchased through MyDivaSquad official websites, DivaDolly Australia stores or authorised re-sellers.

  • The warranty duration is stated on the warranty card inside the Product and/or in our website's list of Product features.
  • This warranty covers only manufacturing defects and does not cover any damage caused by misuse (such as transportation of unusual items), neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear and tear or transport damage (by airlines for example)

Minor Faults

  • If a minor fault is detected, customers are encouraged to attempt simple solutions before seeking a return or refund. If the customer refuses to implement the suggested resolution, a return and refund will be treated as a change of mind, and processing fees will apply.
  • In all cases, the item must be returned to us before a refund or replacement is issued.
  • In all cases, you will be responsible for the cost of returning the item to us.
  • For "Faulty On Arrival" and "Limited Guarantee" claims, we will pay the return postage cost of the item sent to you as a replacement for the originally purchased item. In all other cases, you will be responsible for the cost of return postage.
  • In all cases, postage costs associated with your original purchase are non-refundable.
  • Replacement items will only be sent to the address shown on the original purchase.
  • Refunds will only be made to the payment method used for the original purchase.

Major Fault

  • In the case of a major manufacturer fault (as assessed and determined at the sole discretion of DivaDolly Australia), you may elect to receive a replacement product (where possible); store credit, or a refund for the original purchase amount processed via the original payment method. You should receive this refund within 14 days.
  • If we do not believe a remedy is applicable (for example, where we believe the goods have been misused or the commercial warranty does not cover the defect/ damage), In that case, we will reject your claim and return your goods to you at your own expense.
  • You will need the original receipt of the purchase.

When it comes to repairs for faults on your product, it is essential to have them carried out by an authorised service centre or individual.

Faulty On Arrival

Inspect your Product immediately

We will exchange or refund (to be determined at our discretion) any items that are defective, faulty or damaged when received if you notify us within 3 days of receiving your order and return the items to us within 10 days of receiving your order.

The Faulty On Arrival item must be returned to us unused, in its original packaging, with tags attached (if applicable) – basically precisely as you received it from us - and with a copy of your invoice.

Faulty On Arrival items returned to us showing signs of use, missing original packaging or tags, or any other circumstance that renders the item materially different to how it was sent to you will be automatically refunded (without replacement), less a “used goods” refund reduction of 20% of the price originally paid.

If no defect, fault or damage is identified on the returned item, an automatic refund (without replacement) will be issued less a restocking fee of 15% of the price originally paid.

To qualify for a Faulty On Arrival remedy, you must contact us within 3 days of receipt of delivery, letting us know the nature of the fault (preferably with photos), whether you would like a refund or a replacement, and quoting your invoice number. Furthermore, the item must be returned to us within 10 days of delivery receipt.

WHAT IS NOT UNDER WARRANTY?

  • Normal wear & tear
  • Damage caused by excessive weight or forceful closing of latches
  • Damage caused by improper cleaning or use of cleaning products
  • Damage caused by corrosive materials, ink, or paint spills
  • Damage caused by improper storage in high temperatures
  • Damage to wheels
  • Damage caused by neglect, abuse, or failure to follow care instructions
  • Damage caused by airline baggage handlers or loading/unloading of vehicles
  • Damage caused by commercial use or use beyond normal use
  • Repairs or alterations performed by parties other than DivaDolly Pty Ltd or its authorised agents
  • Breakage or damage to mirrors
  • Damage caused by Acts of God (natural disasters)
  • Defects in "As Is" products disclosed prior to purchase


Returns Procedure

In the event that you wish to return a product for any of the above reasons:

Step 1: Complete and submit the online returns form found here, providing photos where necessary.

Step 2: We will contact you within 72 hours of submission with next steps.

Step 3: Complete steps as advised by DivaSquad within 14 days.

Step 4: In the case of faulty goods, it is the customers responsibility to send the product via registered post for inspection. Note, we do not accept responsibility for returned items lost in postage, so please make sure you track and unsure your packages. 

Step 5: Await up to 14 days from date of arrival to DivaDolly Pty Ltd facilities for DivaSquad to perform a full inspection of the faulty good and provide resolution options

Presale and Discounts T&C's

Presale Terms & Conditions

  • In placing a preorder, you are taking the opportunity to reserve an item for an upcoming stock order. Payment is required in full at placement of order.

  • The arrival date of a pre-order is listed on each item description page. These dates reflect the projected date at which we will receive the stock of the item and commence shipping from that date. These times however are subject to reasonable delays in manufacturing and/or delivery.

  • Dates on pre order items are an estimate, is subject to change, and DivaDolly Australia Pty Ltd does not represent or warrant that it will be able to ship the product by the estimated date and is guided by current maritime shipping scheduling.

  • As a result, in the event that a delay arises and the estimated shipment and/ or release of the product is not met, DivaDolly Australia Pty Ltd is not responsible or liable for any damages that may occur due to the delay, nor shall it be obligated, except as set forth in these terms, to produce any discounts, refunds or credits due to any such disruptions and delays.

  • Once you place your order, your order is final, non-cancelable and non-refundable, except as specified in these terms and the applicable terms of sale.

  • If we're unable to commence shipping of your pre order 75 days from purchase, DivaDolly Australia Ltd Pty is willing to provide a full-refund at your request.
  • The products will be shipped on the date of order in which your pre-order is received by the company.

  • Shipments will be made Monday – Friday, excluding holidays, unless otherwise noted. Where changes occur, we will contact you by email with updated information where possible.

How do I apply a discount code?

Where to apply the discount code: 

Discount offers require a promo code to be entered before completing your order.

Order with personalisation require yo to add your promotional discount code before selecting "Place Your Order".

All other promotional codes or gift cards steps:

  1. Once you've added the item to your cart, select the "Place Your Order" option and enter the code in the “Gift Card or Discount Code” section when entering your payment details and select apply.
  2. Providing your order meets the terms of the offer the discount will appear and be reflected in the order total.
  3. You can now continue through the checkout and complete your order!

Each promotion has its own terms and conditions, but please note we only allow one promo code per order.

You can enter as many Gift Card codes as you like, but only one promo code.


If you experience any issues, please contact us at hello@mydivasquad.com

or via our contact page here

Free Gift With Purchase

Once you have selected the gift you want, Press 'claim gift,’' and your item will appear in your cart at $0. 

If the gift has not occurred or the total price is present in the cart, the item is not applicable or meet requirements.

 

  • You must add the gift to the cart for it to be redeemable and cannot be applied after you've placed an order.
  • You can only use one discount code per order. We cannot apply the discount or any promotional codes or gifts retrospectively. If you add a discount code at checkout, your gift will no longer be valid, and the gift's total amount will be added to the cart and included in your discount code's total price.

Remember: Gifts with Purchase offers will be void if combined with any other promotional products or promotional discounts.

General Questions

Where do you ship to?

DivaSquad currently offers shipping services to customers in Australia, New Zealand, and the UK. We can certainly assist you if you have a shipping address in any of these countries.

We’d love to hear from you if you want international shipping to other locations! 

Please feel free to contact our DivaDolly, LLC team by emailing us at info@divadolly.com. We'll be happy to explore the possibilities and assist you with any international shipping inquiries.

 

How can I contact you?

Email

hello@mydivasquad.com

Contact Form

Online Contact Form

Social Media

Send us a direct message to

Facebook

Instagram

Visit Us

Showroom Location

19B Alex Wood Drive, Forrestdale, Western Australia

Please check opening times before visiting

Can I visit the showroom?

Yes! Although our showroom is only open by appointment. So please reach out to make a booking xx

Do you have online instruction manuals?

We sure do! You will find them here

DivaSquad Studio Hire

Are There Held Regular Classes at the DivaSquad Studios

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Book the DivaSquad Studios!

Perth DivaSquad Studios Location

Book the DivaSquad Studios

"Modification of Terms and Conditions: We reserve the right to modify, amend, or update these terms and conditions at any time without prior notice. Any changes will be effective immediately upon posting on our website. You are responsible for regularly reviewing the terms and conditions to stay informed of any updates. By continuing to use our services and products after any modifications are made, you acknowledge and agree to be bound by the revised terms and conditions."