FAQs
HOW DO I RETURN MY ORDER?
To return your order follow these easy steps (AUS ORDERS):
- Make sure your item is ready to go, adhering to the returns conditions outlined on the returns form and on the returns page on our website.
- Post it back to us with the returns form and invoice included. Posting items back to us is now super easy. Just go to our returns page and follow the link to print out an Australia Post label then attach this onto the original post satchel we sent your order in.
- Seal the satchel and pop it in any Australia Post box, no need to go to the post office!
Please note, return shipping costs are at the expense of the customer.
(AUS & INTERNATIONAL ORDERS): Alternatively, you can purchase a prepaid satchel from the post office and return the goods to the following address:
WAREHOUSE 3/6 LITTLE BRAMSTON STREET
GLADSTONE, QLD 4680
WHAT IF I HAVE THROWN OUT/ MISPLACED MY RETURNS FORM?
That’s okay, just download and reprint a new returns form click here
HOW LONG UNTIL I RECEIVE MY CREDIT NOTE FOR THE ITEM/S I RETURNED?
We process all returns and email out credit notes within 1-2 days of returns being delivered to us. Credit notes are emailed in the form of a gift card to be used online.
I CAN’T FIND THE CREDIT NOTE EMAIL?
Be sure to check junk/spam email folders for this email otherwise send us an email at sales@divineavenue.com.au and we can resend it to you
HOW LONG DO CREDIT NOTES LAST?
Our credit notes expire 12 months after issue date.
WHAT HAPPENS IF I NEED THE CREDIT NOTE TO ORDER ANOTHER SIZE/ITEM URGENTLY?
Just email us at sales@divineavenue.com.au and we can organise this for you
CAN I EXCHANGE MY GARMENT FOR A DIFFERENT SIZE/STYLE?
Due to our high-volume stock turn over we unfortunately cannot offer exchanges and are unable to hold stock. If you require a replacement size, colour or alternative item/s, you just place a new order using your web credit note.
WHAT HAPPENS IF I RETURN AN ORDER PROCESSED WITH AFTERPAY?
All returned items receive Store Credits which are in the form of a gift card. Our Store Credits have no expiry date. This applies to all returned items regardless of payment method (i.e Afterpay).
For orders placed with Afterpay:
- When we receive the item/s and accept your return, we will issue a Store Credit for the total value of the item/s returned.
- Your agreement with Afterpay will still stand and you will continue to pay any scheduled repayments.
WHAT IS YOUR SIZING LIKE?
Our sizes are standard Australian sizes unless otherwise stated in the product descriptions.
Also check product descriptions for exact size measurements to guide in selecting your correct size. If an item doesn’t have its exact measurements displayed or you would like further assistance with sizing feel free to contact us either via Facebook messenger or email.
WILL I RECEIVE A CONFIRMATION EMAIL AFTER PLACING AN ORDER?
Yes, you will receive an email confirmation after placing your order to confirm that we have received your order. You will also receive a separate email after your order has been shipped. If for some reason you have not received these emails and you have checked the junk/spam folder of your email inbox, please contact us.
CAN I CHANGE THE SHIPPING ADDRESS AFTER I HAVE PLACED AN ORDER?
If you have mistakenly placed an order with an incorrect address, please contact us immediately via Facebook messenger or email. We are generally able to change the shipping address unless the order has already been shipped.
CAN I ADD ANOTHER ITEM TO AN ORDER I HAVE JUST PLACED?
Unfortunately, we cannot add items to an existing order.
WHEN WILL MY ORDER BE SHIPPED?
Orders placed before 1PM AEST are sent that day. Orders are not shipped on public holidays or weekends.
DO YOU RESTOCK?
Occasionally we re-stock styles or out of stock sizes may become available again. If your size is unavailable in a particular style we suggest entering your email address on the product page where it says ‘email when available.’ You will then receive an email notification if we receive extra stock in your size.
HOW DO I USE A PROMOTIONAL CODE OR CREDIT NOTE?
We have a separate page detailing how to use promo codes and credit notes at the checkout click here to be taken to it.
WHAT HAPPENS IF I FORGOT TO USE A DISCOUNT CODE?
Once your order has been placed we are unable to manually add the discount.
WHAT IF MY ITEM IS FAULTY?
If you have received an item with a manufacturing fault, please email us providing a photo or two showing the defect/fault.
WHAT IF I AM NOT HOME WHEN MY ORDER IS DELIVERED?
To ensure that your parcel arrives securely if you are not home Australia Post will leave a card which you just need to take to the nominated Australia Post brand to pick up your parcel.
WHAT HAPPENS IF MY PARCEL DOESN’T ARRIVE, OR IS LOST IN TRANSIT?
The best option is to call Australia Post on 13 76 78 they can then further help you with tracking down your order. It is important that the recipient of the parcel contacts Australia Post as they can give you more confidential information than if we were to contact them. However, if your parcel does not reach you within the estimated delivery time, we will do all we can to track and help you find your parcel.
Once parcels have left our warehouse they are then property of Australia Post. Divine Avenue is not legally responsible for lost or damaged goods.
