Help & Support
If you receive an item that is faulty, please accept our apologies. We will work to resolve this issue as quickly as possible. Please send an email to firstname.lastname@example.org with your order number, name and email address used when ordering and a member of our team will lend a helping hand.
We also require photographic evidence of the damaged item/area so that we can better
assist you – please include this in your email.
All information will be logged internally
to ensure the issue doesn’t occur again.
We will advise you on how to return your faulty item to us.
Please note that you must return faulty goods within 45 days of receipt, unless advised otherwise by our team.
We are very sorry for the inconvenience caused by missing an item from your order.
This does happen on the rare occasion, but be reassured we will rectify it.
If you have received an incorrect item or order, please
email email@example.com, quoting the following:
Details of the incorrect item/order received:
We also require photographic evidence of the items you've received, so please ensure that this is included in your email.
If you have tracked your order click here (Track My Order Status) and it is showing as delivered but you have not received it then please ensure to check all safe places i.e., behind bin, porch, back door or with a neighbour. This needs to be done before resorting to calling or emailing our support team as this will be the initial question asked by us.
If you have investigated all areas and checked with your neighbour and you are still without your parcel, please contact 0800 160 1096 or firstname.lastname@example.org and our team will assist you with this.
*All missing parcels need to be thoroughly investigated with the courier service prior to offering a replacement or refund. It can take up to 1 week for the courier service to investigate these issues, please bear with us while we do our best to investigate and resolve this issue for you.
Please do not contact the courier directly as this will cause extra delays.
*Our investigation with the courier may take up to 72 hours. This is due to internal processes within the courier services that cannot be avoided.
*Delays may be due to the unfortunate ongoing effects of Coronavirus worldwide. These delays are due to obstructions worldwide caused by restrictions in certain areas that cannot be avoided. If the delivery service experiences obstruction, they will divert to a new route which may take longer than the original. We ask that you please keep this in mind and we will continue to do our very best to deliver the best service to our customers.
Unfortunately, once the order has been placed we can't change the order.
This includes the following:
- Changing the item or size
- Delivery or billing address
- Adding other items to your order
- Shipping address or method
We pick and pack your orders so quickly, we would need to be extremely quick to cancel your order once your purchase has been confirmed. If you contact customer service straight away we may be able to help but this is not guaranteed. If we have already processed your order, cancellations will follow our usual returns procedure.
UK Standard Delivery (Royal Mail 48) - £4.99
This is our only UK standard delivery option - we aim to get your order to you within 5 working days.
Delivery is fully trackable - we'll email you a link to your tracking information once your parcel has left the warehouse. You can also track your order by logging into your account.
Standard Delivery: Royal Mail (2 days) from dispatch notice maximum 7 days -£4.99
Next Day Delivery: Royal Mail 24 Tracked (Order Before 12PM Mon - Fri for Same Day Dispatch) £7.99
DHL EXPRESS (2-4 Days): £16.99
DHL Express (2 -4 Days): £16.99
DHL Express (2 -4 Days): £24.99
AUSTRALIA & NEW ZEALAND ORDERS
DHL Express (2 -4 Days): £24.99
REST OF WORLD
DHL Express (2 -4 Days): £16.99
Please note: The Divine Luxury Hub do not accept responsibility for unclaimed international orders.
*We will do our utmost to meet our delivery times, however during exceptionally busy periods, dispatch and delivery may take a little longer.
On a rare occasion, systematic updates and major events, such as extreme weather conditions or other unforeseen issues, may mean that these delivery services aren’t available or that order cut -off times need amending and/or delivery times need to be extended.
However, we will always work hard to keep these temporary changes to a minimum. You will be notified of significant changes/issues in the delivery of your order.
I'm not from the UK, do you ship to my country? Yes, we are delighted to offer delivery worldwide.
Once your payment is successful and your order is complete, you’ll receive confirmation via email with your order details. Our customer service team are working quickly when picking and packing orders to ensure all deadlines are met and your item is delivered to you within the expected timescale.
You can use our bespoke tracking service to track the process of your delivery throughout, via this (Track My Order Status). Your tracking will continuously update itself from the moment you place your order, right until your order is in your hands.
We ship worldwide. We offer an express shipping service and will typically have your items delivered to you within 2 -4 days, dependent on address of receipt. Individual shipping services and couriers have their own timeframes.
- Visa Debit
- Visa Maestro
- Apple Pay
- American Express
- Google Pay
- Shop Pay
- Amazon Pay
We believe that when you are gifting a loved one, there is no better option than the gift of choice. Look no further than a Divine Luxury Hub gift card.
Once purchased your gift card will be available to use immediately. To redeem your gift card at the checkout, enter the card number instead of payment details, into the discount code box. Our gifts have no expiry date and won’t incur processing fees.
- Add the items to your basket
- Click on proceed to checkout
- Enter your shipping details and click continue to payment.
Here you will see options to pay: After clicking “Complete order”, you will be redirected to Clearpay to securely complete your purchase.
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.
Just shop on The Divine Luxury Hub Ltd and check out as normal. At checkout, then choose the Klarna payment method. You will know if you are approved in seconds and once approved you will get an email confirmation from Klarna.
There are no extra fees when you follow your payment schedule properly.
Unfortunatley we are unable to amend your order or reinburse any fees if you forgot to add your discount code, please make sure you add your discount code to your next order, keeping in mind it may contain an exipiration date.
Your discount code may not proceed due to the following reasons:
Please note discount codes will not proceed in conjunction with other sales promotions or offers.
- Discount codes can only be used ONCE for each customer
- Some discounts may have a minimum spending set. e.g £200.00 minimum spend
- Discount codes may only apply to certain products and may exclude some items in your basket.
You have 14 days from the date of your return request to get the unwanted item back to us.To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions on 08001601096 or firstname.lastname@example.org
you are interested in a particular style but your size is unavailable, we can let you know as soon as the item comes back into stock, just sign up to receive a back-in-stock notification for this item
via email. To do this, access the product page containing the item in question and click ‘Notify me
when available’, youll find this under the 'Sold Out' button.
Please be aware: We do not
restock all styles from our collection, even though we do strive to keep our best sellers available at all times.
We tend to restock our products every 3 months. In some cases, products sell out sooner than planned. We sometimes restock without prior warning, to insure our
customers can enjoy a full range of new and old season stock at all times.
Whilst we encourage applications of model requests at The Divine Luxury Hub, we only currently work with a small number of professional models, most of which already have an existing relationship with us. We are always still looking for new talent on social media, so make sure to tag us in any images you have wearing our designer products.
When searching for new talent, we take into consideration the following: your level of experience, work ethic and your general presence in front of the camera.
We receive a large volume of requests to model for us, due to this we can only contact you once you have been successfully shortlisted.