FREQUENTLY ASKED QUESTIONS
- Click – ADD TO CART – on the products you want to buy. They will be added to your shopping cart.
- When you have chosen all the products, click the shopping cart icon and click CHECKOUT;
- Fill in and / or confirm all your shipping information, your preferred shipping method, and choose the method of payment, which can be: Paypal and Credit Card;
- Click on PLACE ORDER (for Paypal – PROCEED TO PAYPAL);
- And finish order.
Our shipping partners are UNIVERSAL POSTAL SERVICE, DHL and FEDEX.
Worldwide shipping, we have 4 shipping options:
– Standard First Class (5-30 business days);
– Priority Expedited (4-20 business days);
– DHL Express Shipping (2-4 business days);
– FEDEX Express Shipping (2-4 business days);
For Countries outside Iberian Peninsula, the shipping price depends on the weight of the order, prices starting at 5.4 USD. For order above 135 USD, we offer Free Shipping in all orders.
Yes definitely. For all orders you will receive the order invoice.
For Countries outside Iberian Peninsula – Free Shipping is available for orders above 130 EUR/135 USD. We always use the best fit in terms of speed, taxes and shipping price for each country from the delivery options presented above.
Please note: Orders with Free Shipping delivery option that could not be delivered due to reasons that can’t be attributed to IDIVIA or to the courier, will be refunded with a 20% reduction of the order value.
We ship worldwide from this store.
Customs and exceptions: The carrier does not consider weekends and holidays business days. Please be aware that shipping charges do not include international customs, duties, tariff, or broker taxes. All applicable taxes and duties will be paid by the customer and are due to the carrier. Contact the customs office in your destination country for information about any applicable taxes or value limit in order to clear customs. Packages may be held at the local sorting facility until customs are paid. Customs fees may be applied after the package is received.
Shipments go out Monday to Friday. We strive to process your orders within 2 – 3 business days (excluding postal time). We will notify you if there are some delays.
If you’d like your order to arrive within a certain time, please email us (at [email protected]) and we will do everything to help you.
Once an order has shipped, an email with a tracking information will be sent to you. If you have not received a delivery confirmation email within a few days of placing your order, please check your ‘spam’ folder.
If you think your package has gone missing, please reach out to us at he[email protected] and we’ll start a trace with the shipping company.
We want you to have the best experience possible with us. In the unfortunate event you don’t, please contact us and we’ll find a solution.
Refunds can be made in the following situations:
– Orders returned by postal services;
– Our return policy lasts for 14 days from the delivery. If 14 days have gone by since the delivery, unfortunately we can’t offer you a refund or exchange.
– We only accept products like new, the items should be unopened, unused and sealed in their original packaging, including the protective cellophane or labels (if any). We cannot accept empty containers, nearly empty containers, or containers filled with other creams for refund or exchange.
– Shipping cost are not eligible for refunds.
– We cannot accept partial returns or exchanges for bundle sets. You must return the complete set for a refund.
– If a package is marked as delivered, but it is stolen or you are unable to locate it, we are unable to refund the order amount.
– We are not responsible for personal damages to an item. If the item has been dropped, stolen, spilled, misused, etc., we cannot refund or accept a return.
– If a return is charged by Portuguese Customs, we will not clear it and they will send the package back to sender.
Your refund will be processed within 14 business days, after the reception and analysis of the item/order returned. It will be automatically issued to the original account used to make the purchase.
As an alternative costumer can chose the issue of a discount code in the amount of the order/products. Discount codes are valid for 12 months, counting from the day they are sent.
1 – In case of orders that were placed more than 6 months ago, it can happen that refund through same payment method is not possible. In such cases, we will ask the customer to send us bank account details to process it.
2 – Payments made by MbWay ou MB (available for deliveries in Portugal) we’ll request bank account details and the refund is made by bank transfer.
1. Shipping fees to return the items are at the customer’s own expense.
All the Returns can be made through our carriers, with a return label being issued by idivia . The return has a cost of €7 for Mainland Portugal, €10 for the Islands (Azores and Madeira), €13 for other countries belonging to the European Union and €13 for countries outside the European Union. it’s €30.
a) Return by Standard Mail: Please consult your local post office to confirm the actual return shipping fee. We advise you use the cheapest registered airmail method that is available.
b) Return by DHL: Please contact us to [email protected], so we can send you the payment instructions and schedule the return with the courier.
A order will automatically return due to unknown recipient, wrong or incomplete address, unclaimed order, etc, and order can return to our warehouse. You can track the return exactly on the same way/link you track it’s delivery.
Once it arrives our facilities, we contact our customer and are given the possibilities of paid reship, refund of the total amount of the products or issue of a discount code in this amount to be used in a new purchase.
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With over 6000 items available, idivia.com offers one of the best selections anywhere – online or offline. We add new products to our site on a daily basis so that our beauty, wellness and health selection is always fresh and up to date. If you are able to place an item in your shopping cart, that means that the item is available for shipment. The fulfilment rate is over 99% – you can feel confident that if you ordered it, you will receive it.
Idivia.com currently accepts Credit Card, Paypal, Crypto Currency, for all the countries and for all orders. Exclusively for Portugal idivia.com currently accepts MBway and Multibanco.
Email us at [email protected] and one of our customer service representatives will unsubscribe your email address.