Exchanges and Returns
Can I return a product?
Yes, you can. Although all our products are made to order and customized by you for you, we accept the return or one free exchange. However, you will need contact us by e-mail ([email protected])
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.
Returns are not possible if you choose to order two pairs or more in your order. In those cases, we reserve the right to only offer you one free exchange per pair or, at least, charge you for the return of the 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 also 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 also not applicable if you choose to order a pair from our Outlet. In those cases, we reserve the right to only offer paid exchanges.
Returns are also 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 order you should contact us by email at [email protected] within 15 days of receiving your order, so we can arrange for all the necessary details to exchange your product and package.
After the first contact with our customer support, we will validate your request and, send you a shipping label along with detailed instructions on how to return your shoes for an exchange or refund. This normally takes 1-2 business days. Please do not ship any items directly to our workshop without the proper shipping label provided by us as we will not be able to process your return.
In case of an exchange, after receiving the product and checking its integrity (as mentioned in the previous point), we will proceed to its exchange. DiVERGE allows for one free exchange.
In case of a return, after receiving the product and checking its integrity (as mentioned in the previous point), we will proceed with the refund within 5 business days.
During Black Friday event, exchanges and returns are extended until January 7th 2024.
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-