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Delivery and Returns

FREE UK Delivery on all UK orders over £200

---important notice---- 
ALL EU SALES ARE CURRENTLY SUSPENDED.
Please note this applies only to online sales from this website. 
We apologise to all our EU customers and will resume deliveries to the EU soon.

If you have made a purchase from Diverse via Trouva.com, please note Diverse can not process or respond to Returns requests relating to purchases made on Trouva. Please contact Trouva if your purchase was made there.

All online returns should be addressed to:

DIVERSE  (Returns)
148 FORTESS ROAD
LONDON 
NW5 2HP
UNITED KINGDOM

Please use a Tracking service for Returns as Diverse can not be responsible for any items lost in transit.

All orders Domestic & International shipped via UPS™ Express Tracking.

If you are an EU customer, please note our temporary suspension of sales to your region. This is expected to return to normal very soon.

United Kingdom inc N Ireland:

Standard UK shipping under £200:    £ 4.95   - this is an express service
Standard UK shipping over £200:      £ Free
Pavement Pickup (local orders).         £ Free

Pavement Pickups are available for local customers who select this option at checkout. Please await email confirmation your order is ready before coming to collect. No delivery charge is applied if pavement pickup is selected.
Personal distancing rules are observed at all times. 

UPS UK & worldwide deliveries tracking info is updated at least twice a day. 

International Deliveries

Please note: We are unable to provide pre-paid Returns postage, or Returns packaging for International orders. If you decide to return your order, it may be necessary to visit a post office local to you. 

All deliveries sent via UPS™ Global Tracking. Please choose from our  Worldwide shipping options below.

Please note our service to Australia & New Zealand has been suspended following difficulties recently with deliveries to that region. We apologise for any inconvenience.

All deliveries require a signature on receipt. We usually post orders taken before 1pm on the same working day. Orders made at a weekend, or after 1pm will be shipped on the next working day. Please ignore weekends and bank holidays when calculating the time our shipment will take to reach you.

Important: Duty or taxes incurred in country of destination are the responsibility of the customer. See details below.

Diverse is unable to ship to every country or region worldwide (please see all countries below). Our website will detect your location - if your order is accepted and payment is taken, we ship to your country / region. You can order with complete confidence. 

INTERNATIONAL SHIPPING:

Republic of Ireland only  -  £12 -  SERVICE TEMPORARILY SUSPENDED  
UPS™ Express Tracked ROI
Our system will only accept your payment if we deliver to your city/ region. You can order with confidence. This is an Express service.

Residents of Northern Ireland should select Standard UK shipping & qualify for free shipping if ordering over £200.

EU:  21 countries* - £15 -  SERVICE TEMPORARILY SUSPENDED

UPS™ Express Tracked EU
Our system will only accept your payment if we deliver to your city/ region. You can order with confidence. This is an Express service.
*Please note: This shipping rate is not available for customers in Iceland, Norway, Switzerland, Channel Islands or Liechtenstein - please see "Europe Other" rate below if ordering from those countries.

Europe: Other - £23 -  SERVICE TEMPORARILY SUSPENDED
UPS™  Express Tracked Europe 
Please use this rate only if ordering from: Iceland, Norway, Switzerland, the Channel Islands, or Liechtenstein. Rest of EU, see EU 21 Countries rate.
Our system will only accept your payment if we deliver to your city/ region. You can order with confidence. This is an Express service.

Brazil, Japan, Rest of World* - £28  UPS™ Global Express Tracked
Our system will only accept your payment if we deliver to your city/ region. You can order with confidence. Please note our services to Australia & NZ have been suspended until further notice. We apologise for any inconvenience.
*We do not deliver to all areas in Brazil or Japan.

Canada, US, North America - £26 - UPS™ Express Tracked N America
If you are resident in the USA: Our system will only accept your order if we deliver to your state / region - so you can order in confidence, however some USA orders / locations may be subject to further verification, in which case we would email you using the supplied email address.

Please see below for further information about international orders, international returns, and VAT rates (EU or non-EU).

You can pay using a debit or credit card, Amex, Apple Pay, Google Pay or Paypal, and you can also pay using a Diverse Gift Card - a secure, flexible online wallet for use at Diverse. You can purchase & top them up via our website, in many denominations. The card balance never expires & our website keeps an record of every transaction or refund made on any Card. You can scan the balance into your Apple Wallet easily. The Diverse Gift Card is available in various denominations here.

RETURNS (ALL CUSTOMERS)

Please make all Online Returns to:

DIVERSE  (Returns)
148 FORTESS ROAD
LONDON 
NW5 2HP
UNITED KINGDOM

Please note: Diverse does not provide Returns Envelopes, or packaging and we are unable to offer pre-paid Returns, (much as we would like to). 

If you are unhappy with your purchase, and you want to return an item for a refund or alternative, returns will be accepted within 14 days of delivery.
If you are experiencing any difficulty with your return for any reason, please email us ASAP and we will try to help.

If you decide to return something, please email us without delay at this email: customerservices@diverseclothing.com ensuring you contact us within 7 days of delivery, this is important. Please use a Tracked Delivery service for your return, as most of our orders contain high-value products. You can then send your item(s) to our Returns Address:

DIVERSE (RETURNS)
148 FORTESS ROAD
LONDON
NW5 2HP
UNITED KINGDOM

Saskia Lamche Ltd will refund or exchange any item(s) (with the exception of earrings, lingerie or swimwear, unless faulty) provided they are returned unworn in perfect resalable condition within 14 days of delivery, and with all labels still attached. This means the item cannot have been worn, washed or altered in any way. 

For hygiene reasons, we cannot accept exchanges or give refunds for earrings, swimwear, underwear, hats, or cosmetics unless they are faulty. We ask that shoe boxes and similar packaging are wrapped carefully before returning, to avoid any damage being caused. Where a product is supplied sealed, eg perfumes, all original packaging / seals must not appear tampered with, or damaged. Saskia Lamche Ltd cannot accept any returns where postage labels, stamps or similar have been applied directly to product packaging. All shoes must be returned in their original boxes.

Please note we are not responsible for return postage. When you return any goods, please use a Tracked Delivery service to ensure your Return is not mislaid. Responsibility for any item(s) returned remains with the customer until it is safely received by us.

Once the item(s) have been received here at Diverse and inspected, we will send you a confirmation email notifying you the refund / exchange process has been initiated. All refunds take no longer than 2 full working days to process. Depending on your bank, refunds can take up to 5 days to show up on your card statement. Refunds are made only to the credit / debit card used to pay, or the relevant Apple Pay/ Paypal account / Diverse Gift Card. All refunds exclude postage costs, unless a mistake has been made by us, or the item was faulty.

International customers (EU Countries)
Please note, all sales & deliveries to EU customers have been temporarily suspended. We hope to restore service to the EU in the early weeks of 2021.

Our prices are inclusive of VAT at the standard UK rate. 

International customers (Non-EU Countries)

Duty payments and customs: Products delivered to all destinations may be subject to taxes, fees, levies or other charges, which are imposed by local legislation. The recipient of the products is responsible for all customs formalities (for their import) and will be required to pay any additional charges, including import duty, formal customs entry, taxes, levies and any other charges. We repeat: it is the recipient of the goods, not the person who's ordered them, that will receive a request for payment of these charges. If you're ordering products to be delivered to someone else, please make sure they know they'll be responsible for any additional charges. 

Unfortunately we have no control over these charges and cannot predict what they may be, so we're unable to offer any assistance with this process. We'd advise you to please check all import charges applicable in any country before ordering products to be delivered there.

Payment and VAT:

Payment for products and delivery services can only be made in GBP although our website will, in some cases display prices in your local currency. The total price you pay us for products, including any charges for delivery, is always the same, regardless of whether or not UK VAT is chargeable on the sale. Where appropriate, prices shown on the website for products and delivery services are inclusive of applicable UK VAT. 

Where you've ordered products for delivery to a non-EU address, both the products and the delivery service will normally be zero-rated, with no UK VAT chargeable on either. However, the price paid by you for the products & delivery service will remain the same, as shown on the website. Because of this, our website may not be the optimum way for you to buy products if you're either: a non-UK resident and wish to claim back VAT on orders for delivery outside the EU, or you're an EU business customer wanting to buy goods & delivery services without VAT being charged on them.

EU returns policy: Consumer Contracts Regulations 2013 

Directive 2011/83/EU Of the European Parliament and of the Council of 25 October 2011 on consumer rights (EU customers only)

This legislation offers you the following cancellation rights when you buy online:

  • You're entitled to cancel your contract if you wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods.
  • Your right to return products does not apply to goods made to your specification, that have been clearly personalised.
  • If you wish to exercise your right of cancellation, you're obliged to retain possession of the goods and take reasonable care of them until your return them.
  • To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, address, details of the order you wish to cancel and, where available, your phone number and email address.
  • For customers returning goods from outside the UK and/or needing to produce a customs declaration, goods MUST be marked as "Returned goods" with ZERO commercial value. Failure to do so, or to declare any value on the shipment may result in import duty and/or taxes being applied to the returned goods which will be deducted from any refunds payable or recharged to your payment method.
  • You can cancel by emailing us here but please SMS +44 (0)7985 207 217 if you are experiencing difficulty making quick contact. Please make allowances for weekends and UK public holidays. Please use only SMS to contact the above UK phone number.
  • If you decide to cancel, you should return the goods to us at your cost within 14 days of cancellation and we'll reimburse you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. We won't refund your original delivery charge unless the goods are faulty, damaged, or not as described. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We'll refund you no later than 2 days after we receive the goods back from you.

Non-EU transactions returns policy:

  • You may  return your purchase, provided that you notify us by email of your intention no longer than 7 days after the day on which you receive the goods, and subject to the product(s) and all packaging and accessories being received back in satisfactory condition. 
  • If you wish to return the item(s), you're obliged to retain possession of all goods and take reasonable care of them until the time that your return them.
  • Please include details of your name, address, details of the order you wish to return and where available, your phone number and email address.
  • For customers returning goods from outside the UK and/or needing to produce a customs declaration, goods MUST be marked as "Returned goods" with ZERO commercial value. Failure to do so, or to declare any value on the shipment may result in import duty and/or taxes being applied to the returned goods which will be deducted from any refunds payable or recharged to your payment method.
  • You should notify us by email within 7 days of delivery: Please email first here - please send an SMS to +44 (0)7985 207 217 if you have any difficulty making quick contact. Please make allowances for weekends and UK public holidays. Please use only SMS to contact the above UK telephone number.
  • If you decide to return, please return the goods to us (at your cost) within 14 days of cancellation and we'll reimburse you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply.
  • We won't refund your original delivery charge unless the goods are faulty, damaged, or not as described. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
  • We'll refund you no later than 3 days after we receive the goods back from you, however international banks' account clearing times may differ.

 ALL RETURNS SHOULD BE ADDRESSED TO:

DIVERSE (RETURNS)
148 FORTESS ROAD
LONDON
NW5 2HP
UNITED KINGDOM