Shipping policy

divain guarantees its customers delivery to the home with a signature or at a delivery point through the shipping agency responsible for tracking and monitoring the shipment. The customer chooses which agency they want to receive their order from at checkout among the options provided.

If a customer requests a delivery change from the agency during transit, it will not be subject to a claim and divain will not be responsible for non-delivery, loss, or theft of the order if the customer allows the agency to leave it in a location specified by the customer (e.g., mailbox, with another person, a different address that is not a delivery point, garden, balcony, etc.). If you want to modify the delivery during transit, divain recommends that the customer always redirect it to a pickup point offered by the shipping agency, as in that case, divain can file a claim in case of non-delivery.

In case of absence or inability to deliver at the indicated address, the agency will notify the customer by email or SMS that they must schedule the delivery themselves. If the agency does not receive any instructions, it will deposit the package at the nearest delivery point to the address, where it will be held for pickup for up to 10 days. If the customer does not pick up the order within this period, the shipping agency will return the order to our warehouse. Orders returned to our warehouse because the customer did not pick them up or was absent more than twice will not be refunded for shipping costs. (except for claims, lost orders, agency errors…)

You can track your order on the tracking page from our website in the section "my account". Or if you need to see the tracking directly from the shipping agency, you can access it from the confirmation email we sent you when your order was prepared, where you will find the direct link to the shipping agency assigned to your shipment.

DELIVERY TIMES

Note: During periods of high demand (such as Black Friday, Christmas, or new product launches), order preparation and shipping times may experience a delay of a few days. We greatly appreciate your patience. You can check your order status here.

Through the assigned courier service, orders will be delivered within an estimated timeframe considering the following information:

If the customer does not provide correct or accurate contact details, neither divain nor the transport agencies can guarantee delivery within the established timeframes, and the customer will not receive any communication regarding the tracking of their order and will only be able to see the shipping status through the link. 

For deliveries to pickup points, it is mandatory to provide a mobile phone number so the customer can receive the pickup code (QR PASS) that will allow them to collect their order at the chosen delivery point. Agencies may redirect the order to an alternative delivery point to the one initially chosen by the customer due to capacity or unavailability of the initial pickup point. This will not be subject to any claim by the customer.

ALWAYS CHECK YOUR CONTACT DETAILS BEFORE CONFIRMING THE PURCHASE TO ENSURE ON-TIME DELIVERY.

DELIVERY ZONES AND COSTS

divain distributes shipping costs by minimum amount segment depending on the destination country:

Spain*:

 

*Currently, shipments are not made to the Canary Islands, Ceuta, Melilla, Andorra, and Gibraltar.

France:

 

Belgium:

Italy:

 

Germany, Austria:

 

Netherlands:

 

Portugal:

 

Europe Zone 1 (Ireland, Romania, Bulgaria, Slovenia):

 

Europe Zone 2 (Austria, Bulgaria, Denmark, Latvia, Croatia, Lithuania, Slovakia, Luxembourg, Estonia, Finland, Poland, Hungary, Czech Republic, Sweden):

 

Greece: Shipments to Greece have a flat rate of €15.99, with no free shipping available.