Shipping policy
SHIPPING & DELIVERY POLICY
PLEASE READ BEFORE ORDERING
Our products are dispatched from our fulfilment partners in mainland China. Delivery to the United Kingdom and Germany takes longer than a domestic purchase. Your order may take up to thirty (30) business days to arrive after dispatch, that is roughly six calendar weeks, excluding weekends and public holidays. Import VAT, customs duty and carrier handling fees are payable by you on delivery and are not included in the price you pay us. By completing your purchase you confirm that you have read, understood and accepted these conditions.
1. WHERE WE SHIP TO
We currently deliver to the United Kingdom and Germany. We deliver to residential and business addresses. We are unable to deliver to PO boxes, packing stations without a valid customer number, or freight-forwarding addresses.
2. WHERE YOUR ORDER SHIPS FROM
Divenu Shop works with vetted manufacturing and fulfilment partners located in mainland China. All orders are picked, packed and dispatched from those facilities and travel to you as an international cross-border shipment. We state this openly because it directly affects delivery times, tracking behaviour and import charges, all of which are explained below. We do not hold stock in the United Kingdom or in the European Union.
3. ORDER PROCESSING TIME
Orders are processed within [1-3] business days of payment being confirmed. Orders placed on a weekend or public holiday are processed on the next business day. During promotional periods and around Chinese New Year, processing may take slightly longer; where this is the case we announce it on the website and by email.
4. DELIVERY TIMES
United Kingdom
Processing: [1-3] business days
Transit (typical): 10-20 business days
Maximum delivery time: 30 business days
Germany
Processing: [1-3] business days
Transit (typical): 10-20 business days
Maximum delivery time: 30 business days
• "Business days" means Monday to Friday, excluding public holidays in the destination country and in the country of dispatch.
• The maximum delivery time of thirty (30) business days runs from the date of dispatch, not from the date of order. The total time from order to doorstep is therefore the processing time plus the transit time.
• Thirty business days is approximately six calendar weeks. Most orders arrive well within this window, but we quote the maximum so that you can decide with full information.
• Delivery times are estimates for transit and exclude any period during which a parcel is held by customs authorities in your country. Customs processing is outside our control and is not counted against the transit estimate, although it is included in the thirty business day maximum.
5. YOUR EXPRESS AGREEMENT TO THIS DELIVERY PERIOD
Consumer legislation in the United Kingdom and the European Union provides that, where no delivery period has been agreed, goods must be delivered within thirty (30) calendar days. By placing an order with Divenu Shop you expressly agree a different and longer delivery period, namely up to thirty (30) business days from dispatch. This period is disclosed to you on the product page, in your basket, at checkout and in this policy before your order is submitted. This agreement does not affect any of your other statutory rights, and in particular it does not affect your right of withdrawal, which is set out in our Refund Policy.
6. SHIPPING COSTS
Shipping charges are calculated and displayed at checkout before you complete your order, based on your destination and the contents of your basket. Where a free shipping threshold or promotion applies, it is stated on the website. No shipping charge is ever added after your order has been confirmed.
7. TRACKING
You will receive a dispatch confirmation email containing a tracking number as soon as your parcel leaves our fulfilment partner. Please note:
• Tracking information can take three to seven business days to become active after dispatch. A tracking number that shows no movement in its first days is normal and is not an indication that anything has gone wrong.
• Tracking is typically updated at departure scan, export clearance, arrival in the destination country, import clearance and local delivery. Long gaps between scans during international transit are common.
• Once the parcel is handed to the final-mile carrier in your country, tracking becomes more detailed.
8. SPLIT SHIPMENTS
If your order contains several items they may be shipped separately, in separate parcels and arriving on different dates, at no additional cost to you. Each parcel has its own tracking number. If you have received part of your order and are unsure about the rest, please contact us with your order number.
9. IMPORT DUTIES, IMPORT VAT AND CUSTOMS CHARGES
Because your order is imported from outside the United Kingdom and the European Union, it is subject to the import rules of your country. Unless expressly stated otherwise at checkout, Divenu Shop ships on a "Delivered at Place" basis: the customer is the importer of record and is responsible for all import charges.
• Germany and the EU: import VAT applies to all imported goods regardless of value. Since 1 July 2026 the customs duty exemption for consignments valued at 150 EUR or less has been abolished and a temporary flat customs duty of 3 EUR per item category applies to low-value consignments. Carriers and postal operators typically add a handling or clearance fee for collecting these amounts.
• United Kingdom: import VAT and, above the applicable consignment value threshold, customs duty may be charged at the border, together with a carrier handling fee.
• These charges are set by the authorities of your country, are collected by the carrier or postal operator, and are not received by us. We cannot predict or reimburse them.
• You will normally be contacted by the carrier before delivery and asked to pay online or on the doorstep.
If you refuse to pay import charges or do not collect the parcel, it will be returned to origin or destroyed by the carrier. Where the parcel is returned to us, we will treat this as a cancellation and refund you in accordance with our Refund Policy. Where the parcel is destroyed by the carrier and cannot be recovered, please contact us so that we can review your case individually. We will not leave you without a resolution.
10. DELIVERY ADDRESS AND FAILED DELIVERIES
Please check your delivery address carefully before completing your order. Once an order has been dispatched we cannot change the address. If you notice an error, contact us immediately at contact@divenushop.com. If the order has not yet been dispatched we will correct it or cancel and refund you in full.
If a parcel cannot be delivered because the address was incorrect or incomplete, because nobody was available to receive it, or because it was not collected from a pick-up point within the carrier's holding period, the parcel may be returned to origin. We will contact you to arrange either a resend or a refund.
11. DELAYS
Delivery may occasionally be delayed by customs inspections, carrier capacity, severe weather, air and sea freight disruption, or public holidays including Chinese New Year. Where we become aware that your order will exceed the thirty business day window, we will contact you proactively and offer you the choice of continuing to wait, a replacement, or a full refund.
12. LOST OR NON-DELIVERED PARCELS
If your parcel has not arrived within thirty (30) business days of dispatch, please contact us at contact@divenushop.com with your order number. We will investigate with the carrier and, if the parcel cannot be located, we will offer you a free replacement or a full refund, including any shipping charge you paid, at your choice. You do not have to wait longer than the stated window and you do not need to open a payment dispute to obtain this remedy.
13. DAMAGED PARCELS
If a parcel arrives visibly damaged, please photograph it before opening where possible, and contact us within fourteen (14) days of delivery with photographs of the outer packaging and the item. Damaged goods are handled under our Refund Policy and do not require you to return the item.
Questions about shipping: contact@divenushop.com
Last updated: 26 August 2026