FAQ
Frequently Asked Questions
Ordering
Q: How do I place an order? A: To place an order, simply browse our website, select the items you wish to purchase, choose the appropriate size and colour, and add them to your cart. When you're ready to checkout, follow the prompts to enter your shipping and payment information.
Q: Can I change or cancel my order after it has been placed? A: Orders can be changed or cancelled within 8 hours of placement. Please contact our customer service team at info@chicdiva.co.uk as soon as possible to request any changes.
Q: How do I know if my order was successful? A: Once your order is placed, you will receive a confirmation email with your order details. If you do not receive this email, please check your spam folder or contact our customer service.
Shipping
Q: Where do you ship to? A: We ship worldwide.
Q: How much does shipping cost? A: Shipping is free for all destinations, both within the UK and internationally.
Q: How long will it take to receive my order? A: Delivery times vary depending on your location and the shipping method chosen:
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UK (Economy Shipping): Approximately 5-7 working days.
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International (Economy Shipping): Typically 7-14 working days.
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Free Standard Shipping: Available to the UK, US, and European countries.
Q: How can I track my order? A: Once your order has shipped, you will receive a shipping confirmation email with a tracking number. You can use this number to track your order on the shipping carrier's website.
Returns and Exchanges
Q: What is your return policy? A: We accept returns within 30 days of delivery. Items must be unworn, unwashed, and in their original condition with tags attached. To initiate a return, please contact our customer service team at info@chicdiva.co.uk.
Q: How do I exchange an item? A: To exchange an item, please contact our customer service team to initiate the exchange process. We will provide you with instructions on how to return the original item and place a new order for the replacement.
Q: How long does it take to process a return? A: Once we receive your returned item, it will be inspected and processed within 5-7 business days. You will receive a confirmation email once your return has been processed. Refunds will be issued to the original payment method used. The refund may take about 14 working days to show on your statement.
Payment
Q: What payment methods do you accept? A: We accept major credit cards (Visa, MasterCard, American Express), PayPal, and other payment methods as specified at checkout.
Q: Is my payment information secure? A: Yes, we use Stripe as a secure payment gateway. Your details are processed securely and are not stored on our servers.
Promotions and Discounts
Q: Do you offer any discounts or promotions? A: Yes, we frequently offer promotions and discounts. Sign up for our newsletter and follow us on social media to stay updated on the latest deals.
Q: How do I use a promo code? A: To use a promo code, enter it at checkout in the designated field. The discount will be applied to your order total.
Contact Us
Q: How can I contact customer service? A: You can contact our customer service team via email at info@chicdiva.co.uk, or through our contact form on the website. We aim to respond to all enquiries within 24 hours.
Q: What are your customer service hours? A: Our customer service team is available Monday to Friday from 9 AM to 5 PM UK time.
Q: Do you have a physical store? A: Currently, we operate exclusively online and do not have a physical store.
Account and Registration
Q: Do I need to create an account to place an order? A: No, you can place an order as a guest. However, creating an account allows you to track your orders, save your address details, and view your order history.
Q: How do I create an account? A: To create an account, click on the "Sign Up" link at the top of the website and follow the prompts to enter your information.
Q: I forgot my password. How do I reset it? A: Click on the "Forgot Password" link on the login page and follow the instructions to reset your password.
Product Information
Q: Are your products cruelty-free? A: Yes, all our products are cruelty-free and not tested on animals.
Q: Are your products gluten-free? A: Yes, our makeup and skincare products are gluten-free and suitable for those with gluten sensitivities.
Order Issues
Q: What should I do if I receive a damaged or defective product? A: If you receive a damaged or defective product, please contact our customer service team at info@chicdiva.co.uk within 7 days of delivery. We will arrange for a replacement or refund.
Q: My order is missing an item. What should I do? A: If your order is missing an item, please contact our customer service team at info@chicdiva.co.uk within 7 days of delivery. We will investigate and resolve the issue promptly.
Subscription and Newsletter
Q: How do I subscribe to your newsletter? A: You can subscribe to our newsletter by entering your email address in the subscription box located at the bottom of our website.
Q: How can I unsubscribe from the newsletter? A: You can unsubscribe from our newsletter by clicking the "Unsubscribe" link at the bottom of any newsletter email.