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FREQUENTLY ASKED QUESTIONS
1. What are your hours of operation?
Monday – Friday: 9:00am to 6:00pm (CST)
2. Can I order by phone?
Yes, orders can be placed over the phone. You can call us during regular business hours, toll free at: 1.877.DIVATRESS (877.348.2873).
If you are calling during non-business hours, please leave your contact information. We will contact you on our next business day. Phone orders and exchange requests may be recorded for training or order verification purposes.
3. What forms of payments are available?
We accept all major credit cards: Visa, MasterCard, Discover, American Express.
Please Note: We do not accept gift cards. It will get declined and a hold will be placed on your account for the specified transaction amount. This hold will typically release in a few business days depending on the credit card company.
4. Is my credit card and personal information secure using your site?
We want you to know we have taken every precaution to ensure you have a positive and safe experience in shopping with us. We take your business seriously and use every reasonable precaution necessary to ensure your shopping experience is safe! Divatress uses Secure Socket Layer (SSL) encryption to keep your private information and credit card information as secure as possible. Payment processing is done through Authorize.Net payment gateway, who is one of the largest and safest payment gateways available on the internet. From the beginning to the end of your transaction your credit card account number is never stored in our systems. For more details and information on our privacy policy, go to Privacy Policy.
5. Do you charge sales tax?
We charge sales tax only for orders shipped within the State of Illinois. As of Aug. 1 2010, the current sales tax rate is 9.5%.
6. How long does it take to ship an order?
If you place your order by 3pm (CST), most orders will process and ship the same day. In some cases, it may take 1 to 3 business days to process your order before being shipped. If we are out of stock for an item ordered, we will notify you either by phone or e-mail. Orders received after 3pm Friday through Sunday will be processed on the following Monday.
*PO BOX Shipping Address: UPS is our primary shipper. Unfortunately, UPS does not ship to PO BOX addresses unless a physical street address is included. If you supply us with a PO BOX shipping address, there may be a delay in processing your order, in order for us to update your address.
*Delivery times are calculated in business days. Weekends are not counted in shipping times.
7. Shipping times for expedited shipping?
Expedited shipping options: (Next Day Air, 2nd Day Air, and 3 Day Select) Every effort will be made to process your order so that it can be shipped with our next scheduled UPS pick up.
Example: If you place an order before 3pm CST Monday and choose UPS Next Day Air, your order will be shipped same day and you can expect your package on Tuesday (2nd Day Air would arrive Wednesday, 3 Day Select would arrive Thursday). If you place your order after 3pm CST Monday and choose UPS Next Day Air, your order will ship on Tuesday and you can expect your package on Wednesday (2nd Day Air would arrive Thursday, 3 Day Select would arrive Friday).
There is an exception on weekends as UPS does not deliver on the weekends.
Example: If you place your order by 3pm CST on Friday and choose UPS Next Day Air, you can expect your package on the following Monday (2nd Day Air would arrive Tuesday, 3 Day Select would arrive Wednesday).
8. Do you ship internationally or APO's?
Yes, we ship to all locations where UPS and USPS service is available. You should expect to pay a UPS brokerage fee in addition to any taxes which is imposed by customs for imported goods. Custom laws vary among countries.
IMPORTANT TAX INFORMATION FOR INTERNATIONAL ORDERS:
Your package will be subject to import duties and taxes that are levied once the package reaches your country. You, as the importer of the items, must pay additional charges for customs clearance. We have no control over these charges and cannot predict what they might be. Customs policies vary widely from country to country; you should contact your local customs office for further information.
YOU ARE RESPONSIBLE FOR ANY FEES, TAXES AND DUTIES IMPOSED ON YOUR PACKAGE. NO EXCEPTIONS. If for some reason, your package is released to you without paying the customs charges and we get billed by your government or the shipment carrier for these charges, we will charge your credit card for the amount due.
9. How can I track my order?
Once we ship your order you will receive a shipping confirmation email from us which will include a link to retrieve your tracking number. Also, you can always log into your Divatress account, find your order and track it from there. The tracking number will link to the carrier’s website where you can track your shipment.
10. What is your return policy?
Within 30 days of receiving your order, you may return all or part of your order for a refund minus the shipping cost. We will review the condition of all products being returned. Based on our review of the condition of the returned item(s), there may be a restocking fee of 10% – 50% of the purchased price. Please fill out the RMA form found in your Divatress account dashboard. Customers must return merchandise within two weeks from date of RMA approval. After that, RMA is voided. *** Clearance items are final sale and cannot be returned or exchanged.
Customers are solely responsible for return shipping costs – we will accept any method of shipment (USPS, UPS, FedEx, etc.), but to ensure we receive your package, a tracking number is required. If shipping the return by USPS, choose 'Delivery Confirmation' in order to obtain a tracking number. Upon receiving your return, a refund will be applied to your credit card account in 7 to 10 business days. Shipping and handling fees are not refundable.
INTERNATIONAL CUSTOMERS are responsible for return and exchange shipping costs both ways (shipping cost to return product, as well as, shipping cost of replacement back to customer) which will be determined at that time.
In order to keep our prices low, WE DO NOT ACCEPT RETURNED ITEMS THAT HAVE BEEN USED. Due to the personal nature of the hair products we must adhere to strict policies with respect to the return of hair merchandise. All items sent to us for a return or exchange must be in restock condition. This means that the product must be in its sealed, unopened and unaltered packaging.
Please inspect your wig(s) or weave(s) before wearing or altering it. ONCE YOU WEAR, BRUSH, OR CUT ANY PART OF YOUR WIG OR WEAVE, YOU CANNOT RETURN OR EXCHANGE IT.
11. What is your exchange policy?
If you are not satisfied with your purchase, please fill out the RMA form in your Divatress account. Your exchange request must be made within 30 days of when your order was delivered. Customers must return merchandise within two weeks from date of RMA approval. After that, RMA is voided. All items sent to us must be in restock condition. This means that the product must be in its sealed, unopened and unaltered packaging. Please allow 7 to 10 business days to process your exchange. Based on our review of the condition of the returned item(s), there may be a restocking fee of 10% – 50% of the purchased price. *** Clearance items are final sale and cannot be returned or exchanged.
Customers are solely responsible for return shipping costs both ways – we will accept any method of shipment (USPS, UPS, FedEx, etc.), but to ensure we receive your package, a tracking number is required. There will be a fee of $7.95 to cover the shipping cost of the newly exchanged merchandise back to customers. Shipping and handling fees are not refundable
Defective merchandise can only be replaced with the exact same merchandise. Discount and or coupon codes cannot be used on exchanges.
12. Can I cancel or change my order?
If you would like to cancel or change an order, contact us at 1.877.DIVATRESS as soon as possible. We will do everything to accommodate your request. However, shipped items cannot be canceled or changed. They can only be returned or exchanged. Shipping charges will not be refunded and customers are responsible for shipping costs for returns and exchanges.
13. I am not receiving my emails, what should I do?
They may be in your SPAM folder. To ensure you receive our emails properly, so they are not SPAM filtered, please add our email address: customercare@divatress.com to your address book.
14. How accurate are the hair color swatches?
Our color swatches are industry standard colors, with most swatches provided by the manufacturers or photographed by Divatress. Colors may vary, so swatches are not always 100% accurate.
15. Do you offer discounts?
Yes, periodically, we will offer promotional discounts. Promotional discounts will either be displayed on our website or emailed to Divatress account holders. We also offer discounts if you are a beautician. Please see our Beauticians page for proper procedure. Discount will be 10% off total amount.
Discount and or coupon codes cannot be used on exchanges.
16. How do I check on an order that I have placed?
You can always log into your Divatress account to check the status of your order. Or you can email us at customercare@divatress.com and a representative will get back to you within one business day or simply call our customer service department at 1.877.DIVATRESS.
