General Questions

Q: Where do your products come from?  

A: Our products are sourced from around Bali, Indonesia. We work closely with local artisans and producers in various areas of Bali to bring you the finest and most unique items available.

Q: What if you can not find the item we are looking for through your personal shopping feature?

A: Our team will make every effort to locate a match for your item, though we cannot guarantee an exact match. If an exact match is unavailable, we will provide you with similar options to choose from.

Q: Is every piece identical?

A: No — because this is solid suar wood and hand carved, grain patterns, tones and small details will vary slightly, making each sculpture unique.

Ordering and Shipping

Q: How can I place an order?

A: You can place an order directly through our website. Simply browse our collection, add items to your cart, and proceed to checkout. If you have any questions or need assistance, our customer service team is here to help.

Q: Do you ship internationally?  

A: We only ship within the United Kingdom. However, if you are interested in an item please get in touch and we can give you a quote for shipping costs. 

Q: How long will it take to receive my order? 

A: Delivery times vary based on your item. Generally, orders are processed within 1-3 business days, and shipping times range from 1-3 business days. You will receive a tracking number once your order has been shipped.

Returns

Q: What is your return policy?

A: If you are not completely satisfied with your purchase, you can return it within 14 days of receipt for a full refund. The customer is responsible for the cost of returning the item. Please email us on info@divineimports.co.uk if you would like to arrange a return.

Q: What if the item is damaged?

If your order arrives damaged, please contact us within 48 hours of delivery with:

• Your order number
• Clear photographs of the damaged item
• Photographs of the packaging

Once we have reviewed the damage, we will offer a replacement or refund where appropriate.

Q: Can I exchange an item?

A: No, unfortunately, we do not offer exchanges.

Product Information

Q: Are your products ethically sourced?  

A: Yes, we are committed to ethical sourcing. We work closely with two local families in Bali (not factories) to ensure that our products are produced in a fair and sustainable manner. All our products support local businesses throughout Bali

Q: How can I be sure of the quality of your products?

A: Quality is our top priority. We personally vet and select each product to ensure it meets our high standards. Additionally, we offer a satisfaction guarantee and a free return policy for your peace of mind.

Q: Do you offer bulk purchasing options or wholesaler orders?

A: Yes, we offer bulk purchasing options for select products. If you are interested in buying in bulk or as a wholesaler, please contact our sales team for more information and pricing.

Customer Service

Q: How can I contact customer service? 

A: You can reach our customer service team via email at info@divineimports.co.uk. Our team is available Monday through Friday, from 9 AM to 5 PM. Please note that when our team is in Bali we may take slightly longer to response due to the time difference. 

Q: How do I stay updated on new arrivals and promotions?  

A: Follow us on social media for the latest news, exclusive offers, and updates on new arrivals. You can also sign up for our newsletter for updates and exclusive offers.