Frequently Asked Questions

Question: I have received my order and I am unhappy with it can I get a refund?

Answer: Please refer to our return policy for more information. We do not offer credit notes or exchanges if you simply change your mind or if you have ordered the incorrect size or colour. We will happily refund your money if there has been an error on our behalf.

Question: Can I make alterations to my order or cancel it?

Answer: Once your order has been paid for and has been processed, you cannot cancel your order. Alterations may be accepted within 24 hours (unless your order has already been procesed) otherwise you may be required to place a new order.

Question: What happens if my products have arrived damaged?

Answer: Please contact us immediately if your order has been delivered and is damaged. How Divine is not responsible for packages that go missing or are damaged due to a shipping company, however we will do our best to assist you in making a claim with the shipping company. All of our parcels are sent via registered post and insured to the value of $100. If the damage is a result of a manufacturing deffect, we will happily communicate with you the appropriate procedure for returning the products to us and arranging a credit or exchange.

Question: Do you have a showroom to view your products before purchasing?

Answer: We do not have a showroom as we are purely an online business. Some items may be in stock for viewing for customers in the Rockhampton area. We can assure you though that all products on our website have been carefully sourced and are of high quality.

Question: How do I know if the products I require are in stock?

Answer: We strive to keep our website as up to date as possible, however sometimes a product may be on back order with our supplier or become discontinued without our knowledge. If you require your products sooner than the estimated time frame, please contact us prior to placing an order to confirm that these products are still available. If the products you have ordered are not available within the estimated time frame, we will happily source an alternative for you or provide you with a refund or credit.

Question: How do I store my bouquets until my wedding?

Answer: We advise that you place your bouquets sitting upright in a glass jar or cup, and place it inside a air tight storage container ensuring there is enough room around the bouquet so it does not end up squashed, avoid placing coloured tissue papers with the bouquet as over time the colour may rub onto the bouquet. Keep the container away from direct sunlight, water, dust and any oils, perfumes or sprays. Taking these measure should ensure that your bouquet looks perfect for your wedding day.

Question: Do you offer pick-up from Rockhampton?

Answer: Yes we can arrange for you to pick your items up from our Rockhampton Address, choose the ‘pickup’ option during checkout. We will contact you when your order is ready for pick-up and arrange a suitable time.

Question: Do you ship your products Internationally?

Answer: Yes How Divine can ship most of our products anywhere in the world, with exceptions of chocolates/candy and in some cases wooden rose gift arrangements, these may be restricted by your quarantine guidelines. How Divine will not be responsible for paying any fees, taxes or duties.

Question: Can you make my order sooner than the given time frame?

Answer: Generally we can do a rush order, however additional surcharges may apply in doing so. We will communicate these additional charges with you prior to placing an order. It is advised that you check with us first before placing your order that we are able to complete it in time.