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Shipping & 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?
Yes, you can. Although all our products are made to order and customized by 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.

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 exchange your product and package. In case of an exchange, after receiving the product and checking its integrity, 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.