FAQs

To place an order simply navigate the online store, select the item you want to purchase, customize it (if you wish) and then click "Add to Cart". 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 must proceed to Checkout, fill out the details and click Complete Order.

It's not mandatory. You can make a purchase an item without registering. Nevertheless, we encourage you to subscribe to our newsletter so you can be one of the first to receive all our news and promotions.

Yes. However, since all our products are made to order you will only be able to change or cancel the order until 3 hours after you completed it, by sending an email to [email protected]. After that, it will not be possible to change or cancel your order.

All our products are made to order in a craft workshop in Portugal, taking around two weeks (and no more than 15 business 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 ([email protected]) in case it does not happen so we can assist your promptly.

Your order will be delivered by DHL. We work with DHL as it guarantees a premium delivery service. 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 ([email protected]) in case it does not happen so we can assist your promptly.

Yes. After completing your purchase, you will receive your order number by email. Once you order is picked up at our workshop, you will receive the tracking link by email or message, which will be constantly updated by the carrier (DHL) as it travels the address you selected.

Once you receive a notification by DHL, you will be able to adjust some details of the delivery for a time where you will be available. However, if in the first delivery attempt 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 ([email protected]).

Once your sneakers are ready to be shipped from our workshop, you'll receive a notification from DHL to track your order, and then you can make those changes directly with the carrier.

DiVERGE - through Brothers in Arms, Lda., the company - 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.

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;

Klarna is available in Finland, Germany, Austria, Netherlands, Belgium, Spain, Italy, France, Portugal and Ireland;

iDEAL is only available in the Netherlands;

Sofort and Giroplay are also available ins selected countries.

The shipping cost is based on your selected shipping service and will be displayed in the checkout. During promotional periods free shipping is not available. We ship worldwide.

We ship from Portugal, from within the European Union (EU).

Unfortunately, we can not estimate how much you'll have to pay to your country as this is regulated by local laws and entities. Your local customs office should be able to estimate any possible import fees. If import duties are due, they are paid to the carrier, according to the destination country's legislation.

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

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

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

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

Please be aware that we don't accept returns, only exchanges if you decline to pay possible additional customs charges.

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.

Yes, we do. We provide all the necessary information "here". If you are still unsure of your size, don't worry: our Customer Service will assist you once you place your order.

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]), within 15 days after you receive your order. After that period, we reserve the right not to accept the return or exchange.

Please be aware that this right to exchange/return 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 during promotional periods. Cost will depend on the country where the order was placed and will be deducted to your refund.

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 a 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 also reserve the right to deduct the shipping amount.

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 2-3 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.

In order to be able to exchange/return an order, you must contact [email protected] within 15 days of receiving it and the products must:
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.

Although we display prices to date in several currencies, our Checkout is always processed in EUR. If your credit card has a foreign currency (for example, GBP or USD), the amount will be converted by your credit card issuing company to the latest exchange rate. The same applies to the refunded amount. You will always be charged/refunded the same EUR amount, but the exchange rate may vary through time. We take absolutely no commissions in this process. Paid returns are also deducted from your refund.

Once your return is received at our workshop and confirmed that everything is in adequate conditions, and your refund is approved, a credit will be applied to your original method of payment, within 5 business days. In general, the process shouldn’t take longer than 8 business days after receiving your order.

If you haven’t received a refund yet, and have checked your bank about recently, contact your credit card company or payment provider, as it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

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 (but please also refer to "Can I return a product?" and "How do I return or exchange a product?" in this page): [email protected].

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 [email protected]. Once we receive the defective product, a gift card will be issued so you can order a new product.

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. And - don't worry - we will not spam you!

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

Gift cards are a great way to surprise someone with one of a kind sneakers.

Our Gift Cards are delivered by email and contain instructions on how to redeem them at Checkout. Our gift cards have no additional processing fees.

Gift cards are non-refundable and cannot be redeemed for any other form of credit or cash. DiVERGE is not responsible for lost digital Gift Cards. This card is valid for 1 year.

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

DiVERGE uses high-quality materials in their sneakers, including:

Upper: The upper of the sneaker is made from a variety of materials, including calf leather, suede, nubuck, and canvas.

Lining: The lining of the sneaker is made from a soft, breathable material, such as calf leather or polyester mesh.

Insole: The insole of the sneaker is made from a combination of leather and foam, providing both comfort and support.

Sole: The sole of the sneaker is made from rubber, providing traction and durability.

DiVERGE also offers a variety of fairness materials for their sneakers, including recycled polyester, Microfiber and Microsuede.

DiVERGE is committed to using high-quality, ethically sourced, materials in their sneakers, and they offer a variety of options to suit different needs and preferences. For example, all our leathers respect the norms REACH and OEKO-TEX.

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.

A B Corp certification, also known as a B Corporation certification, is a designation awarded to companies that meet specific social and environmental performance standards, demonstrating their commitment to using business as a force for good. B Corps are businesses that go beyond profit and prioritize positive impacts on society, workers, communities, and the environment. The certification is issued by B Lab, a nonprofit organization that assesses and verifies a company's performance based on a comprehensive set of criteria.

To obtain B Corp certification, a company must undergo a rigorous assessment process that evaluates its practices and policies across various areas, including governance, workers' treatment, community engagement, environmental responsibility, and customer transparency. This assessment involves providing documentation, answering questions, and potentially undergoing an on-site review. The objective is to ensure that the company operates with a strong sense of social and environmental responsibility while maintaining a high degree of transparency.

Being B Corp certified holds companies to a higher standard of accountability, encouraging them to continually improve their impact. B Corps commit to using business practices that benefit not only shareholders but also the broader society and the environment. The certification signifies a company's dedication to pursuing a triple-bottom-line approach, considering people, planet, and profit in equal measure. It's a way for businesses to demonstrate their commitment to ethical and sustainable practices and to differentiate themselves in a marketplace where consumers increasingly value social and environmental responsibility.

DiVERGE is proudly certified as a B Corp company.

Absolutely. We keep your personal data private and confidential and only share it with your consent or if legally permitted to. For further details please check our privacy policy https://www.diverge-sneakers.com/pages/privacy-policy

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

Write us an email to: [email protected]