Payment

Payment is due at the time of purchase. We accept Visa, MasterCard, American Express and Discover processed through PayPal. If you don’t have a PayPal account, don’t despair! Just follow the prompts to use your credit or debit card, click the “I do not have a PayPal account” and follow the instructions (you will not be required to create an account to complete a purchase).
Some advantages of using PayPal include…
• PayPal is one of the most recognized payment options globally.
• Your credit card information is not revealed to merchants or PayPal members.
• It only takes a few clicks to confirm your purchase and receipts arrive promptly.
• Full protection from unauthorized payments. PayPal uses the latest anti-fraud technology.

 

Shipping

We try to ship within three – five business days of receiving clear payment, but these times can vary. At most I request you allow 2 weeks for your bag or accessory to be created – as sometimes it can take a little longer to get the leather and make your special piece!

Your item will arrive to you carefully packaged using as much recycled materials as possible. Please be kind to the planet and recycle the packaging.

US & CANADA
US orders ship either via Canada Post Light Packet & Small Packet Service or USPS First Class or Priority Mail Service. Packages typically arrive within four – seven business days. If you have purchased a larger item, your item may arrive via ground shipping – in order to keep costs down. Tracking usually costs $10 more per parcel, which is why we do not provide tracking unless requested, at which point the buyer pays for the additional costs.

INTERNATIONAL SHIPPING
In order to keep costs down for our customers, for orders to everywhere else we ship via Canada Post Ground Service. Delivery time varies and can take from 1 to 4 weeks. If you would like to upgrade or would like insurance and tracking for your package please contact us.

Shipments outside North America, may be subject to Customs Duty and/or other Local Taxes. International customs charges/ local taxes/ fees/ VAT are responsibility of the buyer.

RUSHED SHIPPING
Please be in touch before purchasing if you require expedited shipping. Additional costs may apply, and will be dependent on production time (sometimes we can’t make something fast enough!). Once we confirm the cost and availability of a rushed order, you may proceed with your purchase.

SHIPPING COMPLICATIONS
If your item has been stolen on its way to you or if there has been some shipping complications (such as you receiving another person’s item and there was a mix up in the mail), please send us PHOTOS of what was received with original packaging so we can sort out what happened during delivery and we will send a replacement free of charge immediately. *Photo evidence is absolutely mandatory!*

We cannot be responsible for lost or stolen items in the mail. We retain proof of shipping and are happy to provide evidence of your shipped item if required. If you would like to add insurance to your purchase, please email us (info[at]divina-denuevo[dot]com.

 

Refunds and Exchanges

We sincerely appreciate your business and want you to be satisfied with your purchase. Please let us know immediately if there is something that we can do to remedy a concern that you have with one of our products. We stand behind our products 100% and offer an unconditional return within 7 days of receipt. *

* Items must be unused and undamaged. Shipping cost will not be refunded. Buyer is responsible for return shipping. Not applicable for custom orders.

Please make sure that the Item is properly packaged in its original packing and you use the correct address and appropriate shipping methods for return shipping. We can not be held responsible for items damaged or lost in shipping.

If there is a problem with your order that is the result of our error, we will fix it immediately and pay all return and reshipping fees.

 

Additional Policies and FAQs

We believe in doing business in a fair, open and honest manner. Our goal is for you to be completely satisfied with your purchase and the whole experience. If a problem arises, however, we’ll do all that we can to make it right.

 

BUYING HANDMADE
All of our items are handmade and pieces may vary slightly from the photos in the listing. Particularly with leather bags, each piece of leather has its own unique grain and texture, patina and idiosyncrasies, so will be unique and one-of-a-kind. Antique and Vintage hardware has lived its life as something exposed to elements before it came to be a part of our work- this means it will have the same wear and patina expected of an antique or vintage item. We try and represent this as much as possible in the images.

Please keep in mind that we usually make more than one of the same item, so please allow slight differences to the piece that you receive. If this is a problem, please feel free to contact us before purchase so that we can let you know if we will actually be able to send you the one in the picture.

 

CARING FOR YOUR LEATHER
When cared for properly, a leather bag can last a lifetime. Use frequently, and your bag will develop a beautiful patina.

Use products for conditioning leather to clean, or take to a professional leather cleaning facility.

 

CUSTOM ORDERS ARE WELCOME
We do custom orders as well, if there is something special you had in mind, please email us. We require a 50% non-refundable deposit for custom items prior to starting the piece. Once we have agreed on your design, we will send you an invoice for your deposit, and after it has been completed and we have sent you images, we will create a custom listing for your balance owing. We’re sorry, there are no refunds accepted on custom orders.

 

ITEMS WITH BACK-ORDERED MATERIALS
Sometimes, we are back ordered on materials for certain items but they will still be listed on the website. We always note that the materials are back ordered. If you would like to purchase the item, please be advised that it could take anywhere from 2-3 weeks to make and have delivered. Another option you have is to email us and we will set up a listing for a 50% deposit if you want us to reserve the item for you when it is made.


WHOLESALE
Wholesale orders are welcome, and preferred over consignment. Consignment is only accepted at the rate of 60%/40% and on a limited basis. Wholesale pricing offers discounts of 30%, 40% and 50% the website price, depending on the volume ordered of a particular piece.

 

ETSY PRICING
If you are familiar with our etsy page (www.etsy.com/shop/divinadesigns), you will note that there is a slight difference in pricing. This is due to a number of factors: our etsy pricing is listed in USD, which is valued less than CAD (the currency on our website). In addition, the extra costs associated with listing on etsy, the percentage etsy takes after closing a sale, and the time it takes to post on an additional site are factored, resulting in a slight increase in pricing.

 

 

If you have any other questions, please do not hesitate to be in touch: info(at)divina-denuevo(dot)com.

 

Thank you and enjoy your visit to Divina Denuevo