Returns & Exchanges

1. Overview

At Diva's Clothing, we prioritise quality, transparency and customer satisfaction. To make shopping our women's apparel collection completely risk-free, we offer Open Box Delivery on eligible orders along with a clear, simple exchange process.

Please read this policy carefully before raising a request. By placing an order with us, you agree to the terms below.

Key policy at a glance

2. Open Box Delivery (Inspect Before You Accept)

To give you complete peace of mind, we provide Open Box Delivery across supported pincodes. You get to see exactly what you ordered before you pay for it.

1. Doorstep opening When your package arrives, the delivery partner will open the outer packaging in your presence before marking the order as delivered.
2. Immediate quality inspection Check the garment for visible manufacturing defects, damages, tears, stained fabric, or an incorrect item / size being sent.
3. Rejection at the doorstep If you spot any damage, defect or wrong product, do not accept the package. Ask the delivery executive to mark the order as "Rejected at Delivery due to Damage / Wrong Item".
4. Immediate resolution Once the rejection is registered, our team dispatches a free replacement or processes a full refund (for prepaid and COD orders) to your original payment method or bank account within 7 business days.

3. Exchanges (Size, Colour or Design Changes)

If you have accepted delivery and wish to change the size, colour or design of your garment, you can raise an exchange request within 7 days of delivery, subject to stock availability.

• Exchange Fee: a flat fee of ₹150 applies to every exchange request. This covers reverse pickup from your doorstep and shipping the new item back to you.
• Exchange Window: the request must be initiated within 7 days of delivery.
• Payment of Fee: the ₹150 fee must be paid online via the payment link provided during the exchange request process, before reverse pickup is initiated.
• Higher-value item: pay the price difference + ₹150 exchange fee.
• Lower-value item: the price difference is issued to you as store credit (after adjusting the ₹150 fee).
• One exchange per order. Exchanges are limited to a single request per order.
• If the requested size or colour is out of stock, we will offer store credit instead.
• Replacement items are dispatched only after the original item passes quality control.

4. General Eligibility for Returns & Exchanges

For items returned post-delivery (for a size/colour exchange or store credit), the product must meet all of the following conditions:

• Condition: unworn, unwashed, unaltered and free of stains, makeup marks, perfume odours, deodorant marks or pet hair.
• Packaging: all original brand tags, labels, accessories and packaging must be intact and returned along with the item.
• The request is raised within 7 days of delivery.
• A valid order number or the email/mobile number used at checkout is provided.
• The item was not purchased from a final clearance sale, unless it was rejected during Open Box Delivery.

Items that fail to meet these conditions may be rejected, or a reduced store credit may be issued at our discretion.

5. Non-Exchangeable & Non-Returnable Items

For hygiene, safety and fit reasons, the following items cannot be exchanged or returned:

• Custom-tailored, monogrammed, embroidered or altered garments
• Shapewear, innerwear, lingerie, bra straps and bodysuits
• Swimwear
• Socks, tights and stockings
• Accessories such as jewellery (including pierced earrings), belts and hair accessories
• Cosmetics, beauty and personal-care products
• Gift cards and e-vouchers
• Final Clearance Sale items — unless they were rejected during Open Box Delivery
• Items damaged by misuse, incorrect washing or normal wear and tear

6. Returns & Store Credit

If you do not wish to select an alternate product for exchange, you may return the item for store credit.

• A reverse pickup will be arranged from your doorstep.
• Once the item arrives at our warehouse and passes quality control, we issue a Store Credit / Gift Coupon equivalent to the product value, minus any applicable reverse pickup charges.
• Store credit is valid for 12 months and can be redeemed on any future purchase on our website.
• Original shipping charges, COD handling fees and gift-wrap charges are non-refundable.

7. Reverse Pickup & Self-Shipment

• Doorstep pickup: our courier partners will make 2 pickup attempts at your address on separate days. Please keep the parcel packed and ready with all tags attached.
• Unserviceable pincodes: if reverse pickup is unavailable at your location, we will ask you to self-ship the product through a trackable delivery service (such as Speed Post). We will reimburse up to ₹100 as store credit upon submission of the receipt.
• Please do not send any item back before receiving written approval from our team. Unapproved or cash-on-delivery parcels will be refused.

8. How to Initiate an Exchange or Return Request

1. Go to the returns portal Visit our Returns & Exchange Portal link in the website footer.
2. Enter your order details Provide your Order ID and the Mobile Number / Email used at checkout.
3. Select the item and reason Choose the item, the reason for exchange (Size, Colour or Design) and the new size/colour you would like.
4. Pay the exchange fee Pay the ₹150 exchange fee via UPI or card to complete the request. (Not applicable if you are returning for store credit only — in that case the applicable reverse pickup charge, if any, is deducted from your credit.)
5. Pack the item Pack the item securely with all tags, accessories and the original invoice attached, ready for doorstep pickup.
6. Pickup & resolution Our courier partner collects the parcel. Once it passes quality control at our warehouse, your replacement or store credit is processed.

9. Order Cancellations

• Orders can be cancelled free of charge within 12 hours of placing them, or before they are dispatched — whichever is earlier.
• Once an order has been shipped, it cannot be cancelled. You may instead refuse delivery at the doorstep during Open Box Delivery, or raise an exchange/store-credit request after receiving it.
• Cancelled prepaid orders are refunded to the original payment method within 7 business days.
• We reserve the right to cancel any order due to stock unavailability, pricing errors or suspected fraudulent activity, with a full refund.

10. International Orders

• International returns must be raised within 7 days of delivery.
• Customers are responsible for return shipping, customs duties, taxes and any import charges.
• We recommend using a tracked and insured courier service. Diva's Clothing is not liable for parcels lost in transit.
• Store credit is issued in the original currency; exchange-rate differences and bank charges are non-refundable.
• Please mark the parcel clearly as "Returned Goods — No Commercial Value" to avoid customs delays.

11. Frequently Asked Questions