Shipping, Exchanges & Returns

SHIPPING

When will I get my order?
All our products are made to order in a craft workshop in Portugal, taking usually 15 days. After that, your order will be delivered by DHL through Express  or Standard Shipping and, depending on your country, it might take between 2 to 6 business days for your order to get to you. You will receive updates regarding shipment through email or message. Please wait 4 business days to receive your order but please contact us by e-mail (support@diverge-sneakers.com) in case it does not happen so we can assist your promptly.    

How is the delivery done?
Your order will be delivered by DHL. We only offer DHL shipping because it guarantees that your sneakers and its packaging arrive in perfect conditions in 2-6 business days (depending on the country) after they are made in a craft workshop in Portugal. You will receive updates regarding shipment through email or message. Please wait 4 business days to receive your order but please contact us by e-mail (support@diverge-sneakers.com) in case it does not happen so we can assist your promptly.    

Can I track my order?
Yes. After completing your purchase, you will receive your order number by email. You will thus have access to all the shipping states of your order, in constant connection with the carrier in question (DHL). You will receive updates regarding shipment through email or message.    

What if I am not at the indicated address?
If in the first delivery you are not at the indicated address, you will be contacted by DHL to arrange for a new date of delivery. If you do not receive your order within 4 business days, please contact us by e-mail (support@diverge-sneakers.com). 

How much tax/duty will I have to pay?
Unfortunately, we can not estimate how much you'll have to pay to your country as this is regulated by local laws. Your local customs office should be able to estimate any possible import fees. 

When ordering within the EU, all taxes and duties are included in the final price.

When ordering outside EU, all prices exclude VAT/duties and possible additional costs for customs.

For US, VAT and duties will be applied only for orders above $800.

For UK, VAT will be applied on all orders above 135GBP.

Returns are not applicable if you decide to decline to pay any possible VAT/Duties that may occur. In those cases we reserve the right to deduct the shipping amount.

RETURNS

Can I return a product?

Can I return a product?
Yes, you can. Although all our products are made to order and customized by you for you, we accept returns and exchanges. However, you will need contact us by e-mail (support@diverge-sneakers.com), within 15 days after you receive your order. After that, we can't accept it.

Please be aware that this right to exchange only occurs if the products:

• Have not been washed or used;
• Maintain their original features and the packaging is not damaged (packages that have been carefully opened are not considered as damaged);
• Have not been tampered with.

Free returns are not applicable if you choose to order two pairs or more in your order. In those cases, we reserve the right to only offer you free exchanges or, at least, charge you for the return of the extra sneakers you have ordered and wish to return. As a brand that wants to try to produce only what it sells to have a minimal impact in the environment, we want to disincentivize those who order several pairs to see which one they like the most but always planned to keep only one.

Returns are not applicable if you choose to order a pair from our Creators Collection. In those cases, we reserve the right to only offer free exchanges.

Returns are not applicable if you decide to decline to pay any possible VAT/Duties that may occur. In those cases we reserve the right to deduct the shipping amount.

How do I return or exchange a product?
To return or exchange your package you should contact us by email at support@diverge-sneakers.com, so we can arrange for all the necessary details to exchange your product and package. In case of an exchange, after receiving the product and checking its integrity, we will proceed to its exchange. DiVERGE allows for one free exchange.

I received a defective product. What should I do?
We guarantee the satisfaction of our customers. Therefore, if you feel that we have sent you a defective product, please notify us regarding the defect through support@diverge-sneakers.com. Once we receive the defective product, a gift card will be issued so you can order a new product. 

Can I return a product acquired through the Refer a Friend Program?
The Refer a Friend program excludes returns and free exchanges are limited to one per person.