FAQ

All Products

Q: Can I return my purchase if I’m not satisfied with it?
A: No, we are unfortunately not able to accept returns without a fault or defect.

Q: My product is faulty/defective, how do I return my item/receive a replacement?
A: Please contact us to receive a refund or replacement www.so-divine.com/contactus

Q: Is my product waterproof?
A: Most of So Divine products are fully waterproof, but this is not always possible. Please refer to each product’s details at so-divine.com

Q: How do I store my item?
A: Please store your item in a cool, dry area, out of direct sunlight. Products should not be stored in contact with other products, especially products made by other companies. Please remove batteries after use or cover batteries with battery isolator provided. Rechargeable items should be partially charged when placed into storage to best extend battery life.

 

Rechargeable Products

Q: How do I know if my rechargeable product is charging?
A: This varies depending on the product; please consult your packaging for the exact LED behaviour.

Q: I have lost the USB lead or mains adapter for my product, how do I obtain a new one?
A: Currently please contact customer service at https://www.so-divine.com/contact/us regarding your issue and they can assist you further.

 

Orders & Shopping

Q: Can I cancel my order after I place it?
A: A full refund will be given for any orders that have not been dispatched. If the goods have already been dispatched, please contact us for more information about product returns.

Q: I accidentally ordered the wrong item/colour how do I change this?
A: Please contact us immediately for assistance www.so-divine.com/contactus

Q: I am having issues with creating an account.
A: Please contact us for assistance www.so-divine.com/contactus

Q: I am having trouble using a voucher/discount code.
A: Please contact us for assistance www.so-divine.com/contactus

 

Shipping

Q: How are domestic (UK) packages shipped?
A: All UK orders are dispatched via Royal Mail recorded delivery, to ensure the safety of your order. This does mean that a signature is required for the delivery, but the postal worker will not know the contents of the box.

Q: How discreet are domestic (UK) orders?
A: All UK orders are discreetly packaged in either unmarked boxes or jiffy bags depending on size of the order. Only the address label and a return address are visible. The name “So Divine” and any contents information does not appear anywhere.

Q: How are international packages shipped?
A: We dispatch international orders with Royal Mail International. However, when shipping to the rest of the world a Customs declaration (CN22) is required. It will list the contents as “Electrical vibratory massage apparatus” or “Articles of rubber” depending on the product, and give a total weight of the package. We do not list the contents, and we do not display our company name or any additional information beyond the absolute legally required minimum. Once Royal Mail deliver the product to your country your own domestic postal service takes over, in most cases they are discreet, but we advise customers with concerns to check their local postal services terms and conditions first.

Q: How long do orders take to arrive?
A: Orders shipped in the UK take 3 – 5 working days. International orders normally take 7 – 10 working days.

Q: I have special requirements for my order. Is this ok?

A:If you have special order requests you wish us to perform, please inform us during the order process and we will try to accommodate them. Feel free to contact us regarding your delivery.