FREQUENTLY ASKED QUESTIONS (FAQ)

What is the delivery time of my order?

When you place an order with Dyvae, the delivery time may be slightly different from what you are used to. Because our products are shipped directly from our suppliers, we are able to significantly reduce storage and transportation costs. This allows us to offer our products at competitive prices.
The average delivery time is 7 to 14 business days (Monday–Friday, excluding public holidays).

What should I do if I haven’t received my order?

Due to the high demand for our products, it is possible that your order may arrive slightly later than expected. We kindly ask for your understanding.
If this period has passed and you still haven’t received your order, please send an email to info@dyvae.com. We will be happy to investigate the status of your package for you.

I want to exchange or return my order — how does this work?

To initiate a return, please contact our customer service at info@dyvae.com. Include your name, order number (for example: #0000) as stated in your confirmation email, and the reason for the return.
We will then provide you with the return address and confirm your return request. Once confirmed, you may send the product back using a courier of your choice.

What are the costs of returns?

Unfortunately, return shipping costs are at your own expense. The exact cost depends on the courier you choose. Please consult the courier’s website for detailed pricing information.

What are the conditions for returning my products?

We apply a 30‑day return policy, starting from the day you receive your item. Certain conditions apply. You may return an item only if:

- The return period has not expired.
- The product is in its original packaging with all labels attached.
- The product has not been used.

Which payment methods can I use?

We accept payments via Creditcard, Apple Pay, and Shop Pay. If you are unsure whether your payment method is accepted, please follow the steps on the checkout page to view all available options.
All transactions are processed through secure and reliable payment systems and are therefore 100% safe.

What should I do if I didn’t receive my order confirmation email?

No problem. Please send an email with your full name and email address to info@dyvae.com, and we will assist you as quickly as possible.

Can I cancel my order?

Would you like to cancel your order for any reason? Please email info@dyvae.com as soon as possible. Include your name, order number (e.g. #0000) from your confirmation email, and preferably the reason for cancellation.