Refund policy

Last updated: 13 August 2026

Return window

You may request a return within 30 days of receiving your order. To be eligible, the item must be unused, in its original condition, and in its original packaging with all included accessories.

Returns require prior authorisation

Do not send anything back before contacting us. Our fulfilment network uses several international warehouses, and the correct return address depends on where your order shipped from. Items sent back without authorisation cannot be tracked, credited, or returned to you.

To start a return, email dyvira.store@gmail.com with your order number and the reason for the return. Include photographs if the item is faulty, damaged, or not what you ordered. We will reply with return instructions and the correct address within 2 business days.

EU and EEA customers: right of withdrawal

If you are located in the European Union or the European Economic Area, you have the right to withdraw from your purchase within 14 days of receiving it, without giving any reason. To exercise this right, email dyvira.store@gmail.com within that period. You must return the item within 14 days of informing us. This right applies in addition to the 30-day return window described above.

Faulty, damaged, or incorrect items

If your item arrives faulty, damaged, or is not the item you ordered, contact us within 14 days of delivery with photographs. We will replace the item or issue a full refund, including original shipping. You will not be asked to pay return shipping in these cases, and in most situations you will not need to send the item back.

Items that cannot be returned

Earrings and other pierced jewellery, for hygiene reasons
Personal care items that have been opened or used
Items marked as final sale at the time of purchase
Gift cards

These exclusions do not affect your statutory rights in respect of faulty goods.

Who pays return shipping

For faulty, damaged, or incorrect items, DYVIRA pays. For change-of-mind returns, including EU and EEA withdrawals, the customer pays return shipping. Original shipping charges are not refunded on change-of-mind returns.

Refunds

Once your return is authorised and received, or once we have confirmed a fault from your photographs, we will process your refund within 5 business days. Refunds are issued to the original payment method. Depending on your bank or card issuer, the funds may take a further 5 to 10 business days to appear.

Orders that have not arrived

If your order has not arrived within the delivery window stated in our Shipping Policy, contact us. We will investigate with the carrier and either resend your order or issue a full refund.

Incorrect delivery addresses

Please check your address carefully at checkout. If a parcel is returned to us because the address was incorrect or incomplete, we will refund the item cost but not the shipping. If you notice a mistake, email us immediately: we can usually correct the address if the order has not yet shipped.

Cancellations

Orders can be cancelled free of charge before they ship, which is usually within 1 to 2 business days of ordering. Email dyvira.store@gmail.com as soon as possible. Once an order has shipped, it falls under the return process described above.