Delivery and Returns
FREE UK Delivery applies to all orders over £150.
Standard UK shipping: (2-3 days) £ 4.95
Express UK shipping (1-2 days): £ 6.95
Australia, Brazil, Japan, New Zealand £20*
*We do not deliver to every zone in the above countries. Details to follow. Our system will only accept your payment if we are able to deliver to your city/ region.
Canada, US, North America: Regretfully we have suspended shipping to North America while shipping providers are considered. If you are a resident of North America & would like us to ship to you, email us at firstname.lastname@example.org and we will try to help.
Domestic deliveries sent via Royal Mail. International via courier. All are tracked and require a signature on receipt. We try to post orders received before 1pm on the same working day.
Duty or taxes incurred in country of destination are the sole responsibility of the customer.
Outside the UK we use a courier and full door to door tracking service, delivery is usually within 2-4 working days. Please see below for further information about international orders, international returns, duties & customs charges and VAT rates (EU or non-EU).
Click & Collect
Collection from Diverse, London NW5 2HP can be selected at checkout, resulting in no delivery charge being applied. When collecting your purchase, you must provide adequate personal ID and proof of purchase including Order Acceptance email from Diverse which guarantees the item will be held in store for you. We will email you this once your order is ready for collection, usually within 24 hours.
You can only pay for products using a debit or credit card, or Paypal.
RETURNS POLICY (UK CUSTOMERS)
If you are in any way unhappy with your purchase, and you want to return an item for a refund or alternative, returns will be accepted within 14 calendar days of delivery. Please phone 020 7813 7425 or email email@example.com within 7 days of delivery, we will provide you with a Returns Authorisation Code (RAC). You can then send or drop your item(s) with the completed Returns Form (supplied with your delivery) to:
148 FORTESS ROAD
LONDON NW5 2HP
Saskia Lamche Ltd will refund or exchange any item(s) (with the exception of earrings, unless faulty) provided that they are returned in perfect resaleable 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. Goods returned after this time will not be eligible for refund.
For hygiene reasons, we cannot accept exchanges or give refunds for earrings, swimwear, underwear, hats, or cosmetics unless they are faulty. We do ask that shoe boxes and similar packaging is wrapped carefully before returning, to avoid any damage being caused. Where a product is supplied sealed, eg perfumes, all original packaging must not have been 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 that we are not responsible for return postage. When you send return goods, please ship by a Recorded Delivery method, so the item can be tracked. The responsibility for any items returned lies with the customer until it is received by us.
Once the item(s) have been received in good condition back here at Diverse and inspected, we will send you a confirmation email notifying you the refund / exchange process has been initiated. We aim to process all returns within 3-4 days of being received. Depending on your bank refunds may take up to 7 days to show up on your card statement. Refunds will be made only to the credit / debit card used to pay, or credited to your Paypal account. All refunds exclude postage costs unless a mistake has been made by us, or the item was faulty.
International customers (EU Countries)
Our prices are inclusive of VAT at the standard UK rate. See below for additonal info about your rights as an EU customer shopping online.
International customers (Non-EU Countries)
Duty payments and customs:
Products delivered to destinations outside the EU 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 export and import, and will be required to pay any additional charges, including import duty, formal customs entry, taxes, levies and other charges. The recipient of the goods, not the person who's ordered them, will receive a separate request for payment of these charges.
If you're ordering products to be delivered to someone else, please make sure they're aware they'll be responsible for these 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 on these processes. We'd advise that you check the import charges applicable in any country before ordering products to be delivered there.
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. All prices shown on the website for both products and delivery services are inclusive of any applicable UK VAT. 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 you've requested delivery to an EU address, the price paid for the product and the delivery service will usually include VAT at the appropriate rate for the country of delivery.
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 and delivery services will remain the same as shown on the website.
Because of this, our website may not be the best 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 expecting to buy goods and delivery services without VAT on them.
Consumer Contracts Regulations 2013 (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
- You can only cancel by email: firstname.lastname@example.org but please call +44 (0)20 7813 7425 if you are experiencing difficulty making rapid contact. Please make allowances for weekends and UK public holidays.
- 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 14 days after the day we receive the goods back from you.