Refund policy

DIVINCH Return & Refund Policy

Last Updated: September 2, 2025

Thank you for shopping at DIVINCH. Unlike fast-fashion brands, every pair of DIVINCH shoes is handcrafted and Made-to-Order. This means we do not hold finished inventory; your shoes are crafted specifically for you by our artisans once your order is placed.

Our policy is designed to be transparent about the costs of this premium craftsmanship while offering you flexible, customer-friendly options. Please read the following conditions regarding returns, refunds, and exchanges carefully.

1. Cancellation Policy

You may cancel your order within 2 hours of purchase by contacting our support team. After this window, your order enters the production line, and materials are cut specifically for you. Cancellations are not accepted after 2 hours.

2. Return & Refund Options

If you are not satisfied with your purchase, you may initiate a return within 30 days of delivery. Because of our Made-to-Order model, returns involve significant irreversible labor and logistics costs. Therefore, we offer two refund options:

Option A: Refund to Store Credit (Recommended - Free Return)

Refund Amount: 100% Full Refund
Fee: $0 (Waived)
Details: The full amount will be credited to your DIVINCH account as Store Credit. This credit never expires and can be used for any future purchase or gift.

Option B: Refund to Original Payment Method

Refund Amount: Total paid minus a 30% Craftsmanship & Restocking Fee.
Fee: 30% Deducted
Why this fee? Since we do not stock finished inventory, this fee covers the artisan labor, material costs, international logistics, and warehouse restoration required for made-to-order items.

3. Size Exchanges

Need a different size? We understand that buying shoes online can be tricky. We offer two ways to handle exchanges:

Option 1: The "Keep & Reorder" Program (Recommended) To save you the hassle and cost of international return shipping, we may offer a special "Keep & Reorder" solution for eligible orders.

How it works: You keep the original item and reorder the correct size under special terms.
Benefit: This saves you from paying return shipping fees and significantly shortens the wait time.
Action: Please contact our support team at info@divinch.us to see if your order qualifies for this option.

Option 2: Standard Return for Exchange

If you choose the standard process, you must return the original item to our warehouse first.
Once received and inspected, we will issue Store Credit (waiving the 30% fee) for you to place a new order.
Note: Customers are responsible for all return shipping costs. Production time for the new pair will apply (approx. 2-3 weeks).

4. Return Shipping Responsibilities

Customer Responsibility: For all returns due to size issues, personal preference, or "change of mind," the customer is responsible for return shipping costs to our designated warehouse. We do not provide return shipping labels.
Defective/Wrong Items: If you received a defective or incorrect item, please contact us within 48 hours. We will cover the return shipping costs and arrange a replacement or full refund immediately.
Lost Packages: If your package does not arrive within the estimated timeframe, please contact us to initiate an investigation with the carrier.

5. Exceptions

Custom Series: Goodyear Series and Crocodile Series are fully custom-made and are Final Sale. They are not eligible for return or exchange unless defective.
Condition: Items must be returned in their original, unused condition with all tags and packaging intact.

6. Return Process & Timeline

Request a Return: Email info@divinch.us with your Order # and reason for return.
Authorization: Our team will review your request and provide the return warehouse address.
Ship It: Pack the item securely with all original tags/packaging. Use a trackable shipping method.
Inspection: Once received, please allow 7 business days for inspection.
Refund/Credit Issuance: Approved refunds will be processed within 10 business days.
- Store Credit is available immediately after processing.
- Bank refunds may take additional time depending on your financial institution.