Exchanges and 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 Shipping and, depending on your country, it might take between 2 to 4 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 Express Shipping because it guarantees that your sneakers and its packaging arrive in perfect conditions in 2-4 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).

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.

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.

How do I place an order?

To place an order simply navigate the online store, select the item you wish to purchase, customize it and then click "Order Now". You will then be redirected to your shopping cart where you can view all the selected items. If you want to add other items, you can do so; If you want to proceed with payment, you will need to click Complete Order.

Do I have to register to place an order?

It's not mandatory. You can make a purchase an item without registering.

Can I change or cancel my order?

Yes. However, since all our products are made to order you will only be able to change or cancel the order until 2 hours after you completed it, by sending an email to support@diverge-sneakers.com. After that, it will not be possible to change or cancel your order.

There is a problem with my order.

If you notice that we have made a mistake with your order or if for some reason you are not satisfied with your order please contact us by email: support@diverge-sneakers.com.

How long does it take to 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 Shipping and, depending on your country, it might take between 2 to 4 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 are orders shipped? How is delivery done?

Your order will be delivered by DHL. We only offer Express Shipping because it guarantees that your sneakers and its packaging arrive in perfect conditions in 2-4 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).

Is it safe to order online?

Brothers in Arms, Lda uses one of the most secure online ordering systems available and is constantly improving its software in order to offer its members and customers the greatest possible security. We have an important responsibility and commitment regarding the security of our website and the protection of the data of our customers and visitors. Therefore, we use a server certificate - also known as a digital certificate - that secures our identity as well as encryption of Secure Sockets Layer (SSL) data transmission. See our Privacy Policy for more details.

How do I pay?

We offer several methods of payment: Credit Card: Visa, MasterCard and American Express. Once your payment is made, your order is automatically processed; Paypal: Payment with Paypal account. Once your payment is made, your order is automatically processed; Apple Pay: Available only in selected countries. Once your payment is made, your order is automatically processed.

How much is the shipping cost?

Currently we ship worldwide (through DHL Express Delivery) and we charge for 9,99€ shipping for orders below 150€.

Are taxes and duties included in the price?

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.

The product is out of stock. Will you sell it again?

All our products are made to order. We might temporarily run out of stock of some materials, specific colors or sole numbers but we will do our best to have it available as soon as possible.

Do we have a size guide?

Yes. We provide all the necessary information here.

Can I return a product?

We take pride on the fact that all our sneakers are made to order and, although they are usually customized by you for you, we do accept returns and exchanges (more specifically, one free exchange per pair of sneakers). We will need you to contact us by e-mail (support@diverge-sneakers.com), within 15 days after you receive your order. After that, we reserve the right not to accept it. Please be aware that this right to exchange only occurs if the products: 1. have not been washed or used; 2. maintain their original features and the packaging is not damaged (packages that have been carefully opened are not considered as damaged); 3. 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 also not applicable if you choose not to pay any possible VAT and/or customs charges.

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 return or exchange your product and package, within 15 days after you receive your order. After that, we can't accept it. After receiving and checking the integrity of the product, we will proceed to its exchange or return. 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.

What is and how do I subscribe to the newsletter?

The newsletter is a periodic email, sent to your mailbox, whose content may contain promotional campaigns, product news, special offers and content we value and would like to share. You can subscribe to our newsletter in the field Subscribe to our Newsletter at the bottom of the page, without the need to register.

How do discount codes work?

The discount codes are generated for refunds or promotions, usually sent through our newsletter, which you can insert before finalizing the order. The discount will be made automatically at the checkout. Please be aware that when pricing promotions are running, they can't be combined with promo codes.

How can I see all the available materials and colours?

You can check "here" all the materials and colours you can use to customise your DiVERGE sneakers.

How to take care of my sneakers?

We believe in responsible consumption: buying less while enjoying more. That's why we want to make sure that your sneakers last long and we can stay true to our impact. Therefore, we put together this care guide to help you take care of your sneakers.

Plain Leather: Apply a thin layer of leather balm and once it’s dry, gently brush to keep the finish of the leather always in good conditions. Opt for softer brushes to make sure you don’t damage your sneakers. A leather protector spray is also an option to consider. This also applies for synthetic leather.

Suede: Use a brush to gently remove any dirt or dust. Brush in the direction of the fabric’s grain to avoid damaging it. Dry stains can be removed by using a white or brown gum eraser. If it doesn't work we advise you to visit your local cobbler and get additional advice.

Grain Leather: Apply a thin layer of leather balm and once it’s dry, gently brush to keep the finish of the leather always in good conditions. Opt for softer brushes to make sure you don’t damage your sneakers. A leather protector spray is also an option to consider.

Nubuck: Nubuck cloths are the best option to remove dirt and shiny spots. Wipe in several directions using circular motions and make sure you cover the entire nap area.

Canvas: NOTE: We advise against washing your sneakers in the washing machine, it can break down the adhesives used to glue the canvas together and ruin leather inserts. It is ok to machine wash the laces with like-coloured laundry.

1 - Remove laces and insole.
2 - Rinse only the canvas panelling of the sneakers with warm water inside and out, then scrub the canvas gently with an old toothbrush and a mixture of water and non-bleaching detergent. In case they have any special detailing or leather/suede inserts, don’t fully rinse your sneakers, leave all leather parts out of the rinsing/washing step. Use a nylon scrub pad to get rid of tougher stains.
3 - Rinse carefully with clean, cold water.
4 - Pad them with absorbent paper towels and let your sneakers air-dry

Rubber Soles: Clean the dirt with a dampened cloth and carefully soak the sole in a mixture of water and dishwashing soap. Make sure you don’t soak the upper part! Use a toothbrush with the mixture to scrub your soles. Once it’s done, dry the sneakers using a cloth.

Klarna

Please visit Klarna Customer Support. Klarna is available for clients in Austria, Belgium, Finland, France, Germany, Ireland, Italy, Netherlands, Portugal and Spain.

Any more doubts?

Write us an email to: support@diverge-sneakers.com