FAQ

FREQUENTLY ASKED QUESTIONS

 

WHEN WILL MY ORDER SHIP?

We ship orders from San Pedro Sula, Honduras Monday through Friday. Orders placed with  standard shipping are usually shipped from our warehouse within 2-10 business days (M-F) of purchase, unless otherwise noted. Pre-order items will ship after their allotted processing time. When your order ships, we will email you a shipping confirmation with tracking information. Please contact us at customercare@divanajewels.com if you have any inquiries regarding your order processing.

 

HOW WILL MY DIVANA’S ARRIVE?

Your earrings will arrive individually wrapped and in our signature box inside a bubble mailing pouch.

 

WHAT IS YOUR JEWELRY MADE OF?

Our earrings are hand-crafted using a variety of high quality materials, including semi-precious stone, glass, acrylic, 24K gold plating over bronze. If you need any more information regarding materials please contact customercare@divanajewels.com

 

HOW SHOULD I CARE FOR MY EARRINGS?

To keep your earrings always looking like new, please store after using in your individual bags to avoid scratches. Avoid contact with moisture and liquid cosmetics; this includes lotion, sunscreen, and perfume. We highlight recommend never be worn in the shower, the pool or the ocean. Also pack them carefully for travel, we recommend always storing them in your carry-on luggage and in a box to avoid any weight against them.

 

PRODUCT COMMITMENT

 

QUALITY GUARANTEE

If your earrings is less than perfect upon arrival, we want to know! Send a photo to customercare@divanajewels.com within 24 hours from arrival, and our Team will get back to you with a solution. We’re here to help Monday - Friday, 9am - 6pm (EST). We aim to respond within 4 business hours.

 

SHIPPING

 

THROUGH WHAT CARRIER DO YOUR ORDERS SHIP?

All U.S. orders are shipped via USPS at a flat rate of $6 all orders in Honduras are shipped via Expreco at a flat rate of $5. 

 

DO YOU SHIP INTERNATIONALLY?

Yes, we ship via DHL internationally. Shipping rate is calculated at checkout. Importation tax cost runs by the customer.  Additionally, we offer secure one-step checkout via Pixel Pay for all international orders.  

 

RETURNS

 

I JUST RECEIVED MY ORDER, BUT I’D LIKE TO RETURN IT. DO YOU ACCEPT RETURNS?

Unfortunately, all orders are final sale. Our artisan work for almost 8 hours to create a made to order earring for you! However, we want to make sure you are 100% satisfied with your purchase. If you have any issue please contact us at customercare@divanajewels.com.

 

PAYMENT & BILLING

 

WHAT METHODS OF PAYMENT DO YOU ACCEPT?

We accept Visa & Mastercard through Pixel Pay.

 

WHY WAS MY CREDIT CARD DECLINED?

Most credit cards are declined because the billing address you entered does not match the address your bank has on file or because you are using an international card, please make sure you call your bank to approve the transaction.

 

PROMOTIONS

 

CAN I APPLY A PROMOTION CODE TO AN ORDER I ALREADY PLACED?

Unfortunately, we cannot retroactively apply promotion codes to any orders.

 

HOW ARE PROMOTIONAL DISCOUNTS APPLIED TO ORDERS?

All promotion codes are applied to the order from the product subtotal.