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 10 days from the date of purchase.
Item is in original condition (unused, including instructions, leaflets and other packaging).
You have proof of purchase.
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.

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 Erasers, Makeup Brush Cleansing Kit, Costume Hangers, Accessory Case.

"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."

Frequently Asked
Shipping Questions

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 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.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

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).

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 days for orders containing personalisations.

WHEN WILL MY ITEMS BE DELIVERED?

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.

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;

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.

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, 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'

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.

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