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, at +86-0312-6679388.
If you are calling during non-business hours, please leave your contact information when prompted. 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 and PayPal.
Please Note: We do not accept gift cards at this time. These transactions will be declined and a hold will be placed on your account for the specified transaction amount. This hold will typically release on it's own within 5 to 7 business days depending on the issuing credit card company.
4. Is my credit card and personal information secure using your site?
5. Do you charge sales tax?
We charge sales tax only for orders shipped within the State of Illinois. As of Jan. 1 2016, the current sales tax rate is 10.25%.
6. How long does it take to ship an order?
We strive to ship out your order as quickly as possible. 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 or longer to process your order before being shipped. Some reasons that cause delays in order shipping are: inaccurate or incomplete shipping or billing information, your shipping address is a P.O. Box, additional documentation is required to verify your order, or we are currently out of stock on your item. If we are out of stock for an item ordered, we will notify you as soon as possible, either by phone or e-mail. We can only ship to P.O. boxes if you provide a physical street address. Orders received after 3pm Friday through Sunday will be processed on the following Monday.
*Delivery times are calculated in business days. Weekends are not counted in shipping times.
** USPS and UPS Surepost shipping times are not guaranteed. They are only an estimated time of arrival. For a guaranteed delivery time, you must choose UPS Ground service or higher.
7. What are the 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 package 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. What holidays are observed and will this affect shipping of my package?
Observed holidays that we are closed for business are Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day & New Year's Day. Orders placed on these days will be processed on the next working business day. In Addition, order deliveries may be delayed on Christmas Eve and New Year's Eve. Our main carrier, UPS, will only be shipping 2nd Day Air and Next Day Air Packages. All other service types will be delayed to the next working business day.
9. Do you ship internationally or APO/FPO'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. Customs laws vary among countries.
Orders to APO/FPO or U.S. Territories will be shipped via USPS Mail Service.
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 Divatress is billed by your government or the shipment carrier for these charges, we will charge your credit card for the amount due.
10. 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. In addition, 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. We recommend customers to sign up for UPS 'My Choice' at UPS.com. This can give you unparalleled insight of the status of your shipment, as well as many other options including control over when and where your package may be delivered.
11. What is your return & exchange policy?
Within 30 days of your initial order date, you may return or exchange all or part of your order for a refund minus the shipping cost. We will review the condition of all products being returned/exchanged. Based on our review of the condition of the returned/exchanged 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 are required to shipped returned/exchanged merchandise to us within two weeks from the date of RMA approval. After that, the RMA is voided.
*** Clearance items are final sale and cannot be returned or exchanged.
Customers are solely responsible for return shipping costs to and from Divatress – we will accept any method of shipment (USPS, UPS, FedEx, etc.), but to ensure we receive your package, a tracking number is required. If you choose to ship your return/exchange by USPS, choose 'USPS Tracking' in order to obtain a tracking number. Upon receiving your return, a refund or exchange will be processed within 3 to 5 business days. Please keep in mind, if you have been issued a refund, it may take additional time to post to your account depending on your issuing bank. Refunds will be issued to the same credit card that the original purchase was made with. Shipping and handling fees are not refundable.
We do not accept returned merchandise that has 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 return or exchange must be in 'like new' condition. This means that the product must be in its sealed and unaltered packaging and include all tags or labels.
Defective merchandise may only be replaced with the exact same item. Discounts or coupon codes may not be used on exchanges.
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.
12. Can I cancel or change my order?
If you would like to cancel or change an order, contact us at 773-940-1910 immediately. We will do everything to accommodate your request. However, shipped items cannot be canceled or changed. Refused packages will be refunded for the merchandise ordered minus shippin and handling cost.
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: email@example.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, we will often offer promotional discounts, usually in the form of coupon codes. Promotional discounts will either be displayed on our website, emailed to Divatress account holders and can also be found at sites such as Retailmenot.com. **We cannot gurantee the accuracy of coupons found at other sites. We also offer discounts if you are a beautician. Please see our Beauticians page for proper procedure.
Discounts and coupon codes are not allowed for use on exchanges.
16. How do I check on an order that I have placed?
You are able to check on your order in several different ways. First, you can always log into your Divatress account to check the status of your order. Or you can contact us by email at firstname.lastname@example.org or simply call our customer service department at 773-940-1910.
17. What happened to the flat rate shipping?
The rate for Diva Flat Rate Shipping is $7.95 for all orders within the Continental U.S. 48 States. For orders over $49, we offer our Diva Free Shipping for orders within the Continental U.S. 48 States. Alaska, Hawaii and the U.S. territories are excluded from these two methods. For shipping to any other location or for expedited shipping options, shipping quotes can be obtained at checkout.
18. Can I find you on social media?
Yes! We would love for you to 'Like Us' or 'Follow Us' on Facebook, Twitter, Pinterest, Google+ and YouTube. We offer special promotions and updates through these media outlets.
19. This pacakage does not look like it's from Divatress. Where is this from?
On occasion we will drop ship items directly from the manufacturer. We do this in order to expedite your order.