HELP & SUPPORT CENTRE

ORDER ISSUES

I have recieved a faulty item, what do i do?

If you receive an item that is faulty, rest assured we will work to resolve this issue in the best way possible for you. To assist you with this, please send an email to info@divineluxuryhub.com and a member of our team will lend a helping hand.

Please include your order number and full name together with details of the product and the fault in your email. We also require photographic evidence of the damaged area so we can better assist you. All information will be logged to ensure the issue does not reoccur in the future.

We will then provide advice on how to return your item. Please note that you must return faulty goods within 45 days of receipt unless advised otherwise by our team.

I'm missing an Item from my order, what do i do ?

We are sorry for the inconvenience caused by receiving the wrong item! We do our very best to get the correct order to you at all times. However, on the rare occasion mistakes can happen.

If you have received an incorrect item or order, please email info@divineluxuryhub.com, quoting the following:

Your name :

Shipping Address :

Order Number :

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. Our team will assist in resolving this issue once we have received your email.

My order is showing as delivered but I have not received it, what do I do?

If you have tracked your order click here (https://divineluxuryhub.com/apps/parcelpanel) 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 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 info@divineluxuryhub.com 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.

I have not received my order yet, what do i do ?

If your order was dispatched with 3 - 5 days of delivery and hasn’t arrived on time, please send over an email to info@divineluxuryhub.com and we’ll investigate this delay with the courier directly.

*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.

DELIVERY

UK Standard Delivery (Royal Mail 48) - £3.99

This is our only UK standard delivery option and we aim to get your order to you within 7 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.

UK ORDERS

Standard Delivery: Royal Mail (2 days) from dispatch notice maximum 7 days - £3.99

Next Day Delivery: Royal Mail 24 Tracked (Order Before 12PM Mon- Fri For Same Day Dispatch)

EUROPEAN ORDERS

DHL EXPRESS (7-10 Days): £16.99

USA ORDERS

DHL Express (7-10 Days): £16.99

CANADA ORDERS

DHL Express (7-10 Days): £24.99

AUSTRALIA & NEW ZEALAND ORDERS

DHL Express (7-10 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 best to meet our delivery time however, during busy periods (including sales) deliveries may take a little longer. On rare occasion, systematic updates or force majeure events, such as extreme weather conditions or unforeseen global events, will 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.

I'm not from the UK, do you ship to my country?

Yes, we ship worldwide! We will have your order delivered to you within 2 - 4 working days.

Track My Order – The Divine Luxury Hub Ltd