Q. What are your customer service hours & how can I contact you?
A. Our Customer Service hours are:
Monday – Saturday 09.00am – 10.00pm via de online live chat helpdesk on our website
Our Customer Service phone number is (+44) 01709 259683
We are closed holidays and weekends, but can be reached via email at firstname.lastname@example.org. Please make sure to include your order number if you are inquiring about an existing order.
Q. Do you design and manufacture the items on your site?
A. We design and manufacture all of the bikinis in house here in the UK. They are all made by hand. Other items are from different manufacturers or are manufactered for us in different regions of the world. Our aim was, is and always will be high quality products made out of fine materials for an affordable price.
Q. How often do you add new product to your site?
A. Every week we are adding new and exciting products to Divas Fitwear. Make sure to sign up for our newsletter to stay on top of new releases.
PLACING AN ORDER
Q. Do you just accept Pay Pal?
A. No, we accept Visa and MasterCard. Once you have completed the check out process you will then be brought to a Pay Pal screen where you can either login to your Pay Pal account, or select the Pay With Credit Card Option.
Q. Can I phone in my order?
A. Yes, but please make sure that you have all of the model numbers of the items that you wish to purchase prior to calling. Unfortunately, coupons and gift certificates cannot be redeemed via phone orders. You can reach us for your phone orders on (+44) 01709 259683
Q. I placed an order but did not get a confirmation email, did it go through?
A. If you placed an order and did not get a confirmation email you either did not enter your email address correctly or your email provider may have marked it as SPAM. First check your email address in your My Account section of Divasfitwear.com. If this is correct, next check your SPAM folder in your email account. At that point, if you still can not locate the confirmation email, please contact us either via the live chat helpdesk on our website or email: email@example.com. Be sure to include your name, shipping address and the date that the order was placed.
Q. I haven’t received my order, who should I contact?
A. If we mailed you a shipping confirmation, please use the information in that email to track your package. If you still have questions, contact our Customer Service department at firstname.lastname@example.org or contact our live chat helpdesk on our website.
Q. I made an error when I placed my order, how can I fix it?
A. Just send us an email at email@example.com, make sure to include your name, order number, contact information and what you would like us to fix. We are always happy to help!
ITEMS & PRODUCTS
Q. Why can’t I see a size option for the product that I would like?
A. If a product does not have a size option, these means that the products are “One Size Fits Most”, this ranges from size 6 -10, depending on the body type.
Q. Why are some items pictured in a color that is not listed as an option?
A. At some point this product was available in the color shown, but if it is not an option on the website this means that the color is sold out or discontinued.
CUSTOMER REGISTRATION AND LOGIN
Q. Do I have to register every time I come to the site?
A. No, you only have to register once. However, every time you return to the site you should “Sign In”.
Q. I forgot my username or password, what do I do?
A. Your user name is always the email address that you used to register. If you have forgotten your password, click on the LOGIN at the top right of the site and below the login boxes you will see a link that says FORGOT YOUR PASSWORD. Click on this link, enter your email address and a temporary password will be emailed to you. Once you have logged in with the temporary password, don’t forget to update your password in you’re MY ACCOUNT section.
SHIPPING & RETURNS
Q. How long will it take to receive my order?
A. Once your order is received it will take 24-48 processing time and 5-7 business days (rest of Europe) or 8-15 business days (REST OF THE WORLD), given your whole order is in stock. For posing suits & bikinis a 3 week lead time is required if they are not in stock. Posing trunks in general ship the same day, or if they need to be produced a 3 day lead time is required.
Q. What if I need my order quicker, can I get expedited shipping?
A. If you need your order quickly, please include notes in the Special Instruction box on the check out screen. Let us know when you need to have the item arrive and we will contact you to go over the expedited shipping options and prices.
Q. Do you ship shoes internationally?
A. Yes we do.
Q. How do I get a Return Authorization?
A. If you would like to return an item, you must contact us at firstname.lastname@example.org within 10 days of your purchase. Please make sure to include your order number, name, address ,model number of the item that you wish to return and the reason for the return. At that time, we will review the information and inform you if a Return Authorization can be provided. If your return is authorized you will receive a RA document that MUST be included in your return. As soon as the item arrives back at out warehouse we will fund you store credit for the full amount of your purchase with will be valid for the duration a year. Custom made items can not be returned and all sales are final.
Q. Can I just mail these items back to you for a refund?
A. No, unauthorized returns will be refused and sent back to the sender.
Q. Can I exchange the shoes that I ordered?
A. Yes, we accept exchanges on shoes, although postal expensense be at cost of the customer. In case your model or size is not in stock at the moment of your request allow up to 15 business days for your shoes to arrive. In case of buyers remorse the shoes can be returned and the full amount will be refunded by store credit that will remain valid for a full year.
Q. Can I return custom made posing suits, bikinis, posing trunks or tanning supplies
A. No, sorry all of custom sales are final.
Q. When will my credit card be charged?
A. Credit cards are charged at the time of check out. If there are any items that you selected that are not available or are on back order you will be contacted within 24-48 hours of the order date.
Q. What company name will appear on my credit card statement?
A. Your credit card statement will show: Divas Fitwear
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