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, we are experiencing a high number of orders during our closing down sale. Processing and packing may be delayed as we work through your orders as quickly as possible.

It will help you avoid any disappointment caused by delivery delays on 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 5-12 business days for delivery.

*Personalised orders require additional processing time.

DivaSquad Ship from our warehouse with Australia Post on Wednesday & Friday mornings. Orders placed on Wednesday or Friday after 6am AWST may not make same day dispatch and may be placed in next dispatch collection.

*Processing, Dispatch & Delivery delays can occur, especially during peak season October - December (Dance Competition Season, End of Year Dance Concert, Black Friday, Christmas or Squad Sales). 

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 personalisation's.

*Update 1st of April 2026 - We are experiencing a high demand for personalisation during our closing down sale. Personalised orders may take up to 2 weeks to dispatch.

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

ApplePay

Shop

Paypal

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.

• 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.
• 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.

Our showroom is currently closed for instore collections and sales!

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!

Personalisations for squad products do require longer processing.

Unfortunately we can't provide international shipping at this time.

This includes New Zealand, Asia, Europe, United States of America & Canada

Please note that international shipments may be subject to customs duties, taxes, tariffs 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.

Are you really closing?  

Yes, we are closing, and yes, we are sad about it! it's been an incredible journey, and we're so grateful for all your support over the years.

Will you be restocking any items?

No! Once an item is gone, it's gone for good. If you've had your eye on something, now is the time to grab it!

What's left in stock?

All available stock is on the website!

Can I still contact customer service?

Yes! We will do our best to respond to all inquiries, but please be patient as we navigate this transition.

Will discounts Change?

Yes, discounts may change without notice. Keep an eye on our website and socials for updates!

Is the showroom open?

No, the showroom is closed at this time. We have no plans to have the showroom open for collections or sales! We will process all orders from our website and have this shipped with Australia Post

When will the website close?

This is TBC, But we are planning to have online sales close at the end of May, with preparations made for a warehouse sale early/mid May.

Will you be restocking accessories or spare parts?

No, we won't be restocking any items, including accessories or spare parts.

When will items ship?

We are currently shipping as usual. Wednesday & Friday's with Australia Post.

What happens if my item is damaged in transit?

If you're item is on damaged on delivery please make contact with Australia Post and advise us straight away of the damage so we can further assist you.

When will my order arrive?

Our processing and dispatch times can vary, but please be aware that once orders leave our warehouse, we are not responsible for delivery delays, or lost packages.

Can I track my order?

Yes, tracking details will be sent to your email address provided at checkout. Please check that this is correct at the time of purchase and keep an eye on your other/junk folder.

I have only received part of my order?

Please check your tracking details as we may have sent your order in multiple packages for various reasons. Your tracking will advise you if you have multiple packages on the way.

If you are unable to navigate your tracking or you're still unsure, please don't hesitate to reach out.

Is the DivaSquad Dance Studio Closing?

No! The DivaSquad Dance Studio is still going strong! While DivaSquad is saying goodbye, the studio will continue to sparkle for a limited time.

Will you ever come back?

Never say never - but for now, this is our final curtain call!

Thank you for being part of our Squad! We will update our closing down FAQ's as more questions need to be answered.

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.

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.

• 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.

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.

• 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

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

DivaSquad currently offers shipping services to customers in Australia.

Email

hello@mydivasquad.com

Contact Form

Online Contact Form

Social Media

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Unfortunately our Perth showroom is currently closed for the foreseeable future!

Shipping within the Perth metro area usually takes 1-3 business days. Australia Post collection from our warehouse occurs on Wednesday & Friday, please take this in to consideration when ordering.

We still recommend to order early as delays can occur. This includes processing, name personalisation and shipping delays that could be out of our control!

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