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FAQs

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 14 business 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 our Express Shipping fee is 19€.

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?

Although all our products are made to order and customized by you, we do accept returns and exchanges. However, we will need you to contact us by e-mail (support@diverge-sneakers.com), within 15 days after you receive your order.

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.

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. After receiving and checking the integrity of the product, we will proceed to its exchange by issuing a gift card that you can use whenever you want to get your new Diverge sneakers.

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.

Any more doubts?

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