Returns, Faults and Exchanges Form

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 residenc and for your TNT Business Address Delivery to be valid, the address must 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 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. 

Standard order processing time

Please allow 1-3 business days for processing and dispatch, and an additional 5-8 business days for delivery.

TNT/FedEx warehouse are Mon-Fri (excluding holidays).

Shipping with Australia Post Mon/Wed/Fri (excluding holidays).

Delivery delays happen, especially during peak seasons (Black Friday, Christmas, or Boxing Day 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 days for orders containing personalisations.

Please allow 3-8 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.

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.

• 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.

Yes, if you are based near our showroom in Perth then simply select the pick-up from store option at checkout, you will receive an email once your order is ready for pickup. It will include a link to schedule a booking time, or check here for our up to date opening hours.

Our showroom location is: 19B Alex Wood Drive, Forrestdale, WA

LIMITED SHOWROOM OPENING HOURS

For local pickup and in-store shopping, the DivaSquad Showroom in Perth is open: 

TUESDAYS | 10AM - 1PM

WEDNESDAYS | 12PM - 5PM

FRIDAYS | 12PM - 5PM   

Walk-Ins Welcome!

CHRISTMAS AND NEW YEARS 2023/24 SHOWROOM OPENING HOURS

Opening hours from 19th December to 22nd December:

11am to 5pm

THE SHOWROOM WILL BE CLOSED

25th September - 3rd October 23'

20th October - 29th October 23'

23rd December '23 - 12th January 24'

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.