Terms, Warranties & Returns

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.
Exchange, Change of Mind & Refund Policy

DivaDolly, DivaDolly Petite, Makeup Cases*, Prima, Backpacks

We will accept returns for change of mind within 7 days from date of receipt. All returns incur a $20 inspection and restocking fee. Shipping costs are the soul responsibility of the customer. Pre-paid shipping is non-refundable. 

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

  • The item is a full priced item (it was not purchased on a promotion).
  • Returned within 30 days from the date of purchase.
  • Item is in original condition (unused, including instructions, leaflets and other packaging).
  • You have proof of purchase.

Tights

  • Due to health and hygiene regulations, we are not able to offer refunds or exchange on tights.

HairPolish

  • Refunds available 14 days after the date received, with proof of purchase.
  • Bottles must be returned via registered post.

Other accessories**

  • Returns and refunds not permitted.

Sale items & temporary promotions

  • We do not offer refund or exchange on sale items.
Product Warranties

DivaDolly, DivaDolly Petites & Makeup Cases

  • All products are hand made, and minor cosmetic imperfections can occur and are not covered by manufacturers warranty i.e. minor trim scratches.
  • Where a serious defect in the product occurs within the first 12 months of a Guarantee Period.

Prima duffel bags and backpacks

  • Where a serious defect in the product occurs within the first 6 months of a guarantee Period.
Faulty Returns Policy

DivaSquad takes extreme care in ensuring our goods are of the highest quality. However, if for any reason you find a fault we will endeavour to resolve the issue as soon as possible in one the following ways:

  • In the case of a minor manufacturer fault (as assessed determined at the sole discretion of DivaSquad), we may elect to repair the product, where possible.
  • In the case of a major manufacturer fault (as assessed and determined at the sole discretion of DivaSquad), you may elect to receive a replacement product (where possible); or 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 defect/ damage is not covered by the commercial warranty), we will reject your claim and return your goods to you, at your own expense.
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.  
Conditions not covered by warranty
  • damage, failure, fading, or deterioration (of the whole of the product or its components) caused by normal wear & tear; or
  • damage caused by sitting on a product or loading with excessive weight, or
  • damaged caused by closing latches and product by force, or
  • damage caused by improper cleaning or use of improper cleaning products; or
  • damage caused by spills such as acid, solvents, dyes or other corrosive materials, ink, paint; or
  • damage caused by improper storage, such as storage in temperatures over 32C; or
  • damage to wheels on DivaDollys or Makeup Cases; or
  • damage (including corrosion) caused by excessive or irregular use, neglect, abuse, assembly, placement, including damage caused by failing to follow any care instructions provided with the product; or
  • damage caused by trauma caused by airline baggage handlers, or loading into and out of vehicles; or
  • damage caused when the product has been used in commercial environments or in a manner or for a purpose which is greater than, or exceptional to normal use; or
  • repairs or alternations carried out by parties other than DivaDolly Pty Ltd or its authorised agents; or 
  • breakage or damage to mirrors; or
  • damage caused by Acts of God; or
  • defects in products sold "As Is" which have been brought to your attention prior to purchase.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Regardless of anything in this Return and Refund Policy, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You're also entitled to have the goods replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

*Makeup cases include: MoxieDolly, Beautifully Organised Makeup Case, Daydream Bubbles Mini Makeup Case, Portable Beauty Art Table, Makeup Case Mini, Makeup Case 2.0, Beauty Influencer Cosmetic Station.

**Other accessories include: Makeup Blenders, Detangling Hairbrush, Makeup Blender Diamonds, Stage Erasors, Makeup Brush Cleansing Kit, Costume Hangers, Accessory Case.

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