Site Policies & Warranty

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Our Guarantee

Every Divina Denuevo accessory is built to last and lovingly handmade from start to finish by two people. Each piece is designed, cut, assembled, sewn, riveted and finished with attention to detail and pride. We stand behind our work and are proud to offer a lifetime warranty covering all craftsmanship (sewing and riveting) and hardware (buckles, D rings, zippers, snaps, and other parts) we use in the construction of our products . If at anytime during the life of your Divina Denuevo product you have problems in these areas, contact us to return the product (we'll cover shipping costs) and it will be repaired free of charge.

This warranty applies to product hardware and and construction under responsible use.

While our work is designed to provide you with many years of use, Divina Denuevo is not responsible for common wear and tear, use beyond the reasonable useful life of the product or misuse of your product.  Of course, damages not covered under warranty can usually be repaired at a minimal cost. We sincerely value your patronage and will always do our absolute best to go the extra mile to ensure that you are happy with every Divina Denuevo purchase.

 

Payment

Payment is due at the time of purchase. We accept Visa, MasterCard, American Express and Discover processed through Payfirma. Our site is SSL secure and to validate our credit cards we use a payment gateway that uses live address verification services right on our checkout. We do not store or retain any customer payment data (such as credit card numbers, verification numbers, etc.).

 

Shipping

Our items are all made-to-order and as such we ask for a maximum of two weeks to create your order. We try to complete orders within a few days of their being placed, but sometimes materials are out of stock or it takes a little longer to create a particular 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.

CANADA
Canadian orders ship via Canada Post Expedited Shipping or Regular Parcel Mail. Packages usually arrive within 4-10 business days.

USA
US orders ship either via Canada Post Light Packet & Small Packet Service or USPS First Class or Priority Mail Service. Packages typically arrive within 4-10 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 Small Packet Air Service. Delivery time varies and can take fromup to 2 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 the item received is not what you ordered or if there have been any other 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!*

Lost/Stolen Items

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. All packages are insured up via an independent insurer and we will work with you to make a claim with them. Once the claim has been processed and approved, you may either receive a refund or request that a replacement product be sent out.

 

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 or personalized 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.

DAMAGED OR DEFECTIVE ITEMS If you receive a damaged or defective item, we will promptly send you a replacement upon the return of the defective product, given conditions outlined above are met. Please contact us before sending back an item so we can provide further instructions. When contacting us regarding a damaged or defective item, a photo of the damage is mandatory.

We will be happy to mail you a replacement, upon return of the defective unit.

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.

Custom Orders Welcome

We do custom orders as well, if there is something special you had in mind, please email us. We require payment for custom items prior to starting the piece. Once we have agreed on your design, we will send you an invoice, and after it has been completed, we will send you images and then mail your piece. We’re sorry, there are no refunds accepted on custom orders.

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

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. Be aware that we intentionally embrace and preserve the perfect imperfections found in leather. The brand marks, scars, textures and idiosyncrasies of the material emphasize how unique each and every piece is: no two are ever the same. Over time, your leather will develop a beautiful patina reflective of the life it has had with you and the adventures you have shared.
If you specifically don't want any brand marks, scars or blemishes on your piece, please contact us before placing an order to ensure we can accommodate your request. The very nature of our ethos of choosing leather that large fashion houses would normally overlook due to their markings may make it difficult for us to accommodate you, but we'll do our best.

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.

Wholesale

Wholesale orders are welcome. Wholesale pricing offers discounts of 30%, 40% and 50% the website price, depending on the volume ordered of a particular piece. Please visit our wholesale inquiry page to learn more.

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, including but not limited to, 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.

Still have questions? Feel free to email us.