FAQs
DIOVA
Frequently Asked Questions | FAQ
At DIOVA, we strive to make your shopping experience simple, secure, and transparent — from choosing your product to having it delivered to your doorstep.
🛍️ Products
Are the products sold by DIOVA authentic?
We carefully select high-quality products and inspect them before shipping to ensure they are in good condition and match your order.
Will the product I receive look like the pictures?
Yes. We make every effort to provide accurate product images and information. Please note that slight color differences may occur due to lighting conditions or individual screen settings.
Can I get more information about a product before placing an order?
Absolutely. If you have any questions about the size, material, color, specifications, or compatibility, please contact our customer service team before placing your order.
Are all products currently available?
Products displayed on our website are available to order unless marked as out of stock. In the rare event that an item becomes unavailable after your order is placed, we will contact you directly to provide a suitable solution.
🚚 Shipping & Delivery
Where does DIOVA deliver?
We offer delivery across the United Arab Emirates (UAE) and shipping to GCC countries, depending on product and destination availability.
How long does delivery take within the UAE?
Orders within the UAE are typically delivered within 2-4 business days after the order has been processed.
How long does shipping take to GCC countries?
GCC orders typically take around 4–7 business days after the order has been processed. Delivery times may vary depending on the country, city, and courier.
How much does shipping cost?
Shipping fees are clearly displayed at checkout and are calculated based on the destination and order details.
Do you offer free shipping?
Yes. If your order qualifies for free shipping, the option will automatically appear during checkout.
Can I track my order?
Yes. Once your order has been shipped, we will provide the available tracking information so you can follow your shipment.
Will the delivery driver contact me?
The delivery driver may contact you to confirm your location or delivery time. Please make sure that your phone number and delivery address are accurate.
What happens if I am not available when the courier arrives?
The courier will usually attempt to contact you to arrange another suitable delivery time, according to the courier’s policies.
What information should I provide for my delivery address?
Please provide a clear and accurate address, including the emirate, area, building or villa name, unit number if applicable, and phone number to help avoid delivery delays.
Can I open the package before paying?
Opening a package before payment depends on the courier’s policy and the type of shipment. If Cash on Delivery is available, please follow the courier’s procedures and applicable shipping terms.
💳 Payment
What payment methods do you accept?
We offer secure online payment methods displayed at checkout, which may include bank cards, digital wallets, and other available payment options.
Do you offer Cash on Delivery?
Yes. If Cash on Delivery (COD) appears as an available option at checkout, you can choose to pay when your order is delivered.
Is Cash on Delivery available within the UAE?
Yes, if COD is available for your delivery address and the selected product.
Is Cash on Delivery available in all GCC countries?
COD availability may vary by country and courier. The payment options available for your location will be displayed during checkout.
Is online payment secure?
Yes. Payments are processed through the secure payment gateways available on our store. We will never ask you to send your card details through WhatsApp or social media.
Can I change my payment method after placing an order?
Please contact us as soon as possible. If your order has not yet been processed or shipped, we will do our best to assist you.
📦 Orders
Will I receive an order confirmation?
Yes. An order confirmation will be sent to the contact information provided during checkout.
What should I do if I don’t receive my order confirmation?
First, check your email inbox and spam or junk folder. If you still cannot find the confirmation, contact us using the phone number associated with your order.
Can I change my delivery address after placing an order?
If your order has not yet been shipped, contact us as soon as possible and we will do our best to update the address.
Can I change the product or color after placing my order?
Please contact us as soon as possible. If your order has not yet been processed or shipped, we will try to make the requested change, subject to availability.
Can I cancel my order?
You may request to cancel your order before it is shipped. Once the order has been handed over to the courier, cancellation may be subject to applicable shipping and return procedures.
What happens if I refuse a Cash on Delivery order?
If you refuse to accept your order without an issue related to the product or order, shipping or return fees may apply according to DIOVA’s policy and the courier’s terms.
What happens if a product becomes unavailable after I place my order?
If a product unexpectedly becomes unavailable after your order is placed, we will contact you directly to provide a suitable solution, such as an alternative product or a refund, depending on the circumstances.
What should I do if my order is delayed?
Don’t worry. Contact us with your order number and we will check the shipment status and follow up with the courier.
What should I do if my tracking information hasn’t been updated?
Tracking systems may sometimes take time to update. If there has been no update for an unusual period, contact us and we will follow up with the courier.
🔄 Returns & Exchanges
Can I return my product?
Yes. You may request a return in accordance with DIOVA’s Return & Exchange Policy and the applicable product conditions.
What if I don’t like the product?
You may contact us to check whether the product is eligible for a return or exchange based on our policy and the product’s condition.
What if my product arrives damaged?
Please contact us immediately after receiving your order and, preferably, provide clear photos of the product and its packaging. We will review the case and assist you with the appropriate solution.
What if I receive the wrong product?
Contact us with your order number and a photo of the product received. We will work to resolve the issue as quickly as possible.
How long do I have to request a return?
You may submit a return request within 3 days of receiving your order, provided that the applicable return conditions are met.
Are return shipping fees free?
Return fees may vary depending on the reason for the return and the condition of the product. If the issue is due to an error or defect on our side, the case will be handled according to our store policy and applicable consumer rights.
Will I have to pay shipping fees for an exchange?
Exchange fees depend on the reason for the exchange and the condition of the product. Any applicable fees will be explained to you before the exchange is processed.
When will I receive my refund?
Once the returned product has been received, inspected, and the return has been approved, the refund will be processed according to the original payment method and our applicable policy.
Can I exchange the product instead of requesting a refund?
Yes, provided that the product is eligible for exchange and the replacement item is available.
🌍 GCC Shipping
Does DIOVA ship to Saudi Arabia?
Yes, provided that shipping is available for the selected product and delivery address.
Does DIOVA ship to Kuwait?
Yes, depending on shipping availability for the selected delivery address.
Does DIOVA ship to Qatar?
Yes, depending on shipping availability for the selected delivery address.
Does DIOVA ship to Bahrain?
Yes, depending on shipping availability for the selected delivery address.
Does DIOVA ship to Oman?
Yes, depending on shipping availability for the selected delivery address.
Are there customs fees on orders outside the UAE?
International shipments may be subject to customs duties, taxes, or other charges imposed by the destination country. If such charges are imposed by the relevant authorities, they may be the customer’s responsibility in accordance with applicable local regulations.
🔐 Security & Privacy
Is my personal information secure?
Yes. We take reasonable measures to protect customer information and use it only for purposes related to your order and the services provided, in accordance with DIOVA’s Privacy Policy.
Why do I need to provide my phone number?
Your phone number is used to confirm your order and allow the courier to contact you regarding delivery. Please make sure the number provided is accurate and reachable.
Do I need to create an account to place an order?
Not necessarily. If guest checkout is available on our store, you can place an order without creating an account.
Can I trust DIOVA?
At DIOVA, we are committed to providing a clear and reliable shopping experience by offering accurate product information, transparent shipping details, secure payment options, and customer support before and after your purchase.
📱 Customer Support
How can I contact DIOVA?
You can contact us through WhatsApp, email, or the contact channels available on our “Contact Us” page.
When is customer support available?
Our customer support team is available Monday to Saturday, from 9:00 AM to 6:00 PM UAE time.
What information should I provide if I have an issue with my order?
Please provide:
- Order number
- Name used for the order
- Description of the issue
- Photos or videos, if applicable
Our team will assist you as quickly as possible.
🤍 Didn’t Find Your Answer?
The DIOVA team is here to help.
If you have any questions before or after your purchase, feel free to contact us via WhatsApp, and our team will be happy to assist you.
DIOVA — Your Style, Your Choice.