Contact Diva

If you have any questions or suggestions about this site then please let us know; we'd love to hear from you.

This site is about helping you to purchase the items you like, by making it as easy for you to shop as possible.

Please email us by completing the short form below. We shall respond as quickly as we are able. Thank you.

Complaints

Things do not always go to plan, and occasionally we may not achieve the high standards our customers expect of us. If you should be unhappy about any product you have purchased from us, or about any aspect of our service to you, then, in the first instance, please contact us by phone, email, form submission (from this page) or by letter (to the operational mailing address shown above). It is important that you tell as soon as is reasonably practicable about what you are unhappy with, e.g., damaged goods.

Before you make your initial complaint, read this complaints section thoroughly to ensure you know what to do. Make certain that you will be able to prove you bought the item from us, e.g., with a receipt, invoice or bank statement. Collect all the documents that will support your complaint such as photos of any damage and any emails between you and us, etc. It is also important that you read and understand the Terms and Conditions section given on this website, and can satisfy yourself, and us, that you have followed them.

We shall investigate and consider your initial complaint, and then work with you to achieve a mutually satisfactory outcome in the shortest timeframe possible, but certainly within 7 working days, sending our written response to you by recorded delivery.

Should you be unhappy with our initial response, you may wish to go on to make a formal complaint to us in writing. Where this is necessary, please send your complaint to the operational and mailing address given on this page. Please do not use the submission form on this page at this stage, or send your complaint via email, or make it by phone. Ensure that you retain a copy of your correspondence for your own records. We recommend that you send your letter by recorded delivery, keeping your receipt in a safe place, along with your copy of the complaints letter that you sent to us. If we have not asked to see supporting documentation from you previously, we may well do so at this stage.

Things to remember when you wish to make a complaint:

> quote any reference, account or order number (if you have one)
> describe the item(s) you bought
> say what the problem is – what happened and when it happened
> say how you want us to sort it out
> explain any actions you've already taken – including who you spoke to and what happened
> keep a copy of any letters, emails, etc., for your records, as previously stated.

We will investigate and consider your formal written complaint in light of our initial response, and send you a written reply by recorded delivery within 14 working days, detailing the action we intend to take.

If you think we are still not treating you fairly, then we are happy for you to contact Consumer Direct, the government funded consumer advice service, or the Office of Fair Trading, and put your case to them. We officially recognize Consumer Direct and the OFT as neutral third parties, and would be happy for them to mediate so that we may reach agreement. We will bind ourselves to their judgement. You may also complain to your finance company if you paid using a credit card or credit agreement.

Further advice about your consumer rights may be found on the Consumer Direct and Office of Fair Trading websites, by clicking the links to the left. Thank you.