Delivery Information
Q: Deliveries Info
- Once we have received your order you will be sent a confirmation email, the email will include your delivery/ billing address and the item you have ordered + quantity.
- UK standard delivery service is free of charge, we provide prime/express delivery options on checkout, for next day delivery service your order must be placed before 11:00 am (GMT).
- UK Couriers: DPD/ UPS/ PARCELFORCE/ FedEx / ROYAL MAIL
- Europe & Rest of The World Couriers: DHL/DPD/UPS/FedEx
- Our couriers require signature for any deliveries, so please have someone available, if a calling card is left because no one was there, you can call the couriers and they will re-arrange the delivery with you (Details for couriers can be found with card left)
- No parcels can be re-directed once shipment details have been confirmed.
- Divergent Retail Ltd will not incur any charges as a result of taxes or charges in certain countries as this is the liability of the purchaser.
Q: Where are you based?
Our Head Office is located in London: Divergent Retail, Nature Trail House, Unit 2, 12 Billet Road, London E17 5DN United Kingdom
Q: How long does delivery take?
There is a choice of Standard or Fast delivery. Standard delivery is estimated at 3-5 working days and Fast is estimated 1-2 working days. If you order a product before 2pm on a weekday, we will usually have it packed and sent out that day. Please note, if our UK warehouse is out of the item you have ordered our warehouse in Spain will dispatch, you’re item, where upon a additional 2-3 days will be required. All our Fast delivery parcels are assigned a tracking number, and this will be sent as part of your order shipping confirmation.
Q: How much does delivery cost?
Our Postage costs for standard are calculated based on the combined weight of your order to give you the most accurate price possible. In certain circumstances you may need something delivered more quickly than our Fast service; please contact us and we will endeavour to organise a special delivery. For overseas delivery, please contact a member of our Customer Services team on sales@divergentretail.com between 9am and 5pm UK time Monday to Friday.
Q: What is your returns policy?
To return, please repack your parcel and email sales@divergentretail.com where one of our representatives will provide you the returns process. We recommend using a tracked service, please keep your tracking details, as we cannot accept liability for goods that are lost or damaged in transit to us. We have found good rates at www.parcel2go.com although please note that we are not affiliated and cannot accept liability for any problems that may occur. Please note that the postage charge is only refundable for faulty goods, goods not as advertised or incorrect orders. We do ensure that all of our orders are quality checked prior to despatch however if your purchase has arrived damaged or faulty, please contact our customer service team on sales@divergentretail.com before returning to determine the best course of action. We must receive your returns within 28 days of receipt of your original order, after this time your refund cannot be processed, and the goods will be returned to you. If you are unable for any reason to return within this time, please contact our customer services prior to posting. The goods must be returned unused with all labels and tags attached and in the original condition upon arrival with us. Items will not be accepted if they are returned in any other condition unless faulty. If you have received the wrong item or part of your order is missing. Contact customer service. info@divergentretail.com Holiday Returns: Any purchase made between 1st December and 24th December can be returned before 31st January, subject to our normal terms and conditions. All items should be returned in, exactly as sold/Sent condition. These are inspected before a repair, replacement or refund is made.
Q: How do I pay?
You may pay by debit / credit card or through Paypal / Amazon Pay, Google pay, Klarna / Clear Pay Etc. For those who want to pay directly by card, we use a secure 3rd party for credit and debit card processing. Otherwise, you may use any other method, which is entirely secure and easy to use and accepts all major cards/payment methods. If you choose to pay by card, you can rest assured that the safety of your details is guaranteed. Your details are transmitted over SSL with a 128bit encryption key length. The payment is processed once, in real time. We do not directly collect (or even see) your credit card data; instead, we use our bank’s credit card gateway, which will process your payment on our behalf.
Q: Are you hiring?
For a full list of job vacancies, please email us at info@divergentretail.com
Q: Do you post items to Northern Ireland?
We are taking orders from, and post items to customers in Northern Ireland.