FAQs
Product Infos
Where is it made?
We have several factories all over the world such as in the US, AUS, China... Depending on the type of product, we will decide where it will be made to minimize the cost, that's why we can deliver to our customers with a better price.
No matter where it's made, we always guaranty the best quality of our products.
What types of leather bags do you offer?
Divina specializes in a diverse collection of leather bags that combine artistry with spiritual themes. Our offerings include various designs, such as the Agnus Dei Leather Bag, along with personalized options that reflect individual faith and devotion.
How can I personalize my leather bag?
Personalization options are available for select leather bags. Customers can choose from various customizations, including monograms or unique designs that resonate with their personal beliefs. Please refer to the product descriptions for specific personalization options available for each bag.
Order Processing
How can I change or cancel the order?
Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made.
Please note that any orders that have already been fulfilled cannot be modified or canceled.
What is your return policy?
All our products are made-to-order. Almost of them are personalized. It means that when you place an order, we print/make that item just for you, one at a time. And it’s hard for us to resell your item.
Therefore, you don’t need to return your items to us. It will take your valuable time and money. We do not want it to happen to our customers.
If you have any problems with your package, please kindly contact us. We will make it right to you asap.
How long does it take to process a refund?
Once we receive and inspect your returned item, we will notify you regarding the approval of your refund. If approved, the refund will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to post the refund.
Do you offer exchanges for your products?
We do not offer direct exchanges. The most efficient way to obtain a different item is to return the original product and, once the return is accepted, make a separate purchase for the new item.
What should I do if my item arrives damaged or incorrect?
Upon receiving your order, please inspect it immediately. If you find that the item is defective, damaged, or incorrect, contact us right away so we can address the issue and provide a resolution.
Are there any items that cannot be returned?
Yes, certain items are non-returnable, including personalized products, sale items, and gift cards. Additionally, items such as perishable goods and hazardous materials cannot be returned. If you have questions about a specific item, please reach out to us for clarification.
Delivery Infos
What shipping options do you provide?
We offer various shipping options to accommodate our customers' needs. Shipping times and costs may vary based on the destination and the selected shipping method. Detailed shipping information can be found at checkout.
Do you ship worldwide?
Yes, we ship worldwide. Shipping rates and fees may vary depending on your country or region besides the size and weight of the product. The shipping cost will be calculated at Checkout.
We offer free shipping on orders over $150.
How long will it take to deliver my order?
All items are made to order. This means that when you place your order, we print/make that item just for you, one at a time, for the best quality so the production time will be a little bit longer than usual.
Production Time: All orders are processed within 2 - 10 business days (depending on the type of products).
Shipping Time: You will receive your order anywhere from 4 - 20 business days from the date that it is shipped out, not the date the order is placed within the US, and 7 - 30 business days for the rest of the world (depending on the type of products).
Why did my order ship separately?
We have to consider separating the order for shipping depending on the item's size and the production time of each product and place that factories located. We wish you could receive your purchase as soon as possible. Separating the order also helps protect the item's condition the best in the delivery journey.
How can I track my delivery?
When your order is packaged and shipped out, we will send you a shipping confirmation email with a tracking code and link. You can track your order by the link in this email or Track Your Order at our Help Center.
My tracking number isn't working.
You will receive a confirmation email with a tracking link so that you can follow your order all the way home! Please allow 7-10 days for the carrier to scan your package into their system.
If you attempt to track your package and there is no information available, that just means the carrier has not processed your package yet. When the package is scanned into their system, tracking events will populate on the tracking page.
If the tracking number is still not working within a few days, please contact us or the shipping carrier.
Note: Transit times do not include the time taken to prepare your order before shipment.
Delivery Issues
What should I do when tracking information is Delivered while I have not received the package?
Please check carefully the place shown in tracking information: mailbox, front door, parcel lock, etc. and ask your family or neighbor.
Sometimes, to ensure the safety of your shipment, the carrier may have placed it in a safer location (porch, garage, any area out of potential weather hazards, or any locations where be placed the package)
In rare cases, the status may show as 'Delivered' but could take additional 24 hours. If in 1-2 business days, you still have not received your package, contact the carrier or us to be supported.
Why I have to pick my package up at other place?
Your shipment was attempted but not delivered because of some unwanted reasons. Therefore, the parcel can not ship to you at the final destination. Your item will safely be back to the post office or carrier’s facility and is ready to be picked up.
Customers may contact the carrier’s hotline or go to the Post Office to pick up the item before the date and time indicated on tracking or card left. If not, your package will return to sender or be disposed of by the post office.
Contact Us
How can I contact customer support?
For any inquiries or assistance, you can reach our customer support team via email at support@divina-us.shop or by phone at 737-838-9010. We are here to help you with any questions or concerns you may have.