Questions & Answers
Answers to some frequently asked customer questions.
Q:How do I use the website?
A:For first time shoppers you will need to register your details by clicking on "Sign Up". You will need to log into the site before you can purchase an item/s. Once logged in you can browse by category or use the search box to look for specific products. Once you have chosen an item/s add it to your shopping bag and proceed to the checkout when you are ready to purchase.
Q:What happens if I forget my password?
A:Click on "Sign in/Sign up" and enter your email address. A new password will be sent automatically.
Q:I am having problems using your site.
A:Please contact us by emailing email@example.com or calling 01491 628844.
Q:Can I place an order over the phone?
A:Unfortunately we cannot process orders over the phone. For security reasons all orders need to be placed through our website. If you experience difficulty doing so, please call 01491 628844.
Q:How do I know what size I am?
A:We want to ensure that the correct size is sent to you. Please use our online sizing guide to check the measurements. Alternatively you can email firstname.lastname@example.org with your bust, waist and hip measurements and we will recommend the best size. Please note that diva sizes do come up smaller than average.
Q:I need more information on a product.
A:We try to include as much information about the styles on the product page itself. If the information is not sufficient enough please email email@example.com.
Q:How can I cancel or change an order?
A:Please email firstname.lastname@example.org on the day you place the order. You will receive email confirmation once the order has been changed or cancelled. Once you have received an email confirming dispatch we will be unable to cancel or change the order.
Q:What happens of an item/s is found to be out of stock after my order is placed?
A:In the event that an item/s is out of stock after the order has been placed we will contact you by email or phone. You can cancel the order, request an alternative or request that the remaining item/s from your order (if applicable) be sent. If customers are happy to wait for their order we will aim to dispatch out of stock items within 7 working days of the order being placed.
Q:Can I order a style in a colour or size that is not available online?
A: Generally we do not make bespoke garments however if you are after something specific please feel free to email us and we will see if we can meet your requests.
Q:Can I change the delivery address once dispatched?
A:If you wish to change the delivery address please contact us by email as soon as you have received the dispatch confirmation email. If we do not receive an email in good time we cannot guarantee that the address will be changed. Once the goods have left our warehouse you will be subject to a £7.50 charge if you wish to change the delivery address.
Q:What happens if I am out when the courier attempts delivery?
A:Our courier will leave a card at the delivery address and attempt delivery again the following day. If delivery is unsuccessful on the 2nd attempt the goods will be taken back to the depot and held for 5 days before being returned to us at a cost that you will have to cover. If you request delivery after the 2nd delivery attempt you will be subject to a £2.50 charge. If the goods are returned to our warehouse and you request re-delivery you will be subject to a charge of £7.50.
Q:What do I do if my order has not been delivered?
A:Once an order has been dispatched you will receive an email confirming this. For all UK mainland orders we offer a next working day delivery service. If you do not receive this service please email email@example.com stating your name and order number. If the order has been dispatched we will contact the courier and update you on the orders progress.
Q: What is your returns policy?
A:If you are not completely satisfied with your order please return the item/s in their original condition within 14 days of receipt. This also applies to sale items. We have the right to refuse a refund or exchange if the item/s are returned in an unsatisfactory condition.
Q:How can I exchange an item?
A:Please complete the enclosed returns form confirming the item you would like in exchange along with the size and colour. If there is a price difference we will credit/debit your account accordingly.
Q:Can I return an item to your Diva shop?
A:No. All items purchased online must be returned to our returns department.
Q:How long will it take for a refund to show in my account?
A:Please allow up to 10 working days for your account to be credited. If you have not received your refund after this time please contact us.
Q:Do you have a shop?
A:Our shop is located at 146, New Cavendish Street, London, W1W 6YQ. We are open Monday-Friday, 9am-5.30pm. If you would like to contact the shop directly please call 0207 323 4535.
Q:Do you have a catalogue?
A:No. When registering please subscribe to our newsletter for updates and offers.
Q:Do you do wholesale?
A:We are always happy to hear from boutiques who are interested in stocking Diva. Please email firstname.lastname@example.org for further information.
Q:How do I contact Diva Catwalk?
A:Please email email@example.com for all enquiries. Alternatively you can call 01491 628844.