Shipping policy

divain guarantees its customers home delivery handed over in person and signed for by the customer, or delivery to a pickup point through the courier company responsible for tracking and monitoring the shipment. The customer chooses at checkout which of the courier companies offered they want to receive their order from.

If a customer asks the courier for a change of delivery while the parcel is in transit, no claim can be made and divain will not be liable for non-delivery, loss or theft of the order if the customer allows the courier to leave it in a place indicated by the customer (for example: mailbox, another person, an address other than a pickup point, garden, balcony, etc.). If the delivery needs to be changed while in transit, divain recommends that the customer always redirect it to a pickup point offered by the courier company, since in that case divain will be able to open a claim if the order is not delivered.

If nobody is present or delivery to the stated address is not possible, the courier will notify the customer by email or SMS that they must schedule the delivery themselves. If the courier receives no instructions, it will deposit the parcel at the pickup point closest to the address, where it will be held for 10 days awaiting collection. If the customer does not collect the order within this period, the courier company will return the order to our warehouse. Orders returned to our warehouse because the customer did not collect them, or was absent on more than 2 occasions, will not be refunded the shipping costs (except for claims, lost orders, courier error, etc.).

You can track your order on the order tracking page, from our website under "my account". Or if you need to see the courier company's tracking directly, you can access it from the email we send you confirming that your order is being prepared, in which you will find the link to the courier company 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 be delayed by a few days. We really appreciate your patience. You can check your order status here.

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

If the customer does not provide correct contact details, or provides incorrect ones, neither divain nor the courier companies can guarantee delivery within the stated timeframes, and the customer will not receive any communication regarding the tracking of their order and will only be able to see the shipment status through the link. 

For deliveries to a pickup point, providing a mobile phone number is mandatory so that the customer can receive the collection code (QR PASS) that will allow them to pick up their order at the chosen pickup point. Courier companies may redirect the order to a pickup point other than the one initially chosen by the customer, due to capacity reasons or because the initial pickup point is unavailable. This cannot be the subject of a claim by the customer.

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

DELIVERY ZONES AND COSTS

divain sets its shipping costs by minimum order value depending on the destination country:

Spain*:

 

*We currently do not ship to the Canary Islands, Ceuta, Melilla, Andorra or Gibraltar.

France:

 

Belgium:

Italy:

 

Germany, Austria:

 

Netherlands:

 

Finland

 

Portugal:

 

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

 

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

 

Greece: Shipments to Greece have a flat rate of 15,99€, with no free shipping available.

Cyprus: Shipments to Cyprus have a flat rate of 20€, with no free shipping available.