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Frequently Asked Questions

DELIVERY TIME

Delivery time depends on whether we have the product in stock or we have to order it from our supplier.

If the product is marked:

"Availability: In stock" - it takes about 2-5 business days to process your order.

"Availability: shipped in 5-10 days" - this means that we will order the product from our supplier and it takes about 5-10 business days (Monday - Friday) before it arrives to our warehouse and we can ship out the order.

"Shipped in 2-3 weeks" - this means we will order this product from our supplier and it takes about 2-3 weeks before it arrives to our warehouse and we can ship out the order.

“Backorder”/ “Shipped in 4-12 weeks” - this means we don’t have this product in stock at the moment and it may take 4-8 weeks when it will be available again.

SHIPPING OPTIONS

We ship worldwide and we have three shipping options available:

•  DHL Express normal transit time is between 1-5 working days, depending on the destination.

•  International Priority Parcel (DPD, only available inside EU) transit time is between 2-5 working days, depending on the destination.

•  International Economy(Local Postal Service) transit time is between 1-4 weeks, depending on the destination.

You are able to check the exact shipping costs in our checkout page once you have entered your complete address. All delivery costs are depending on basket size, weight and destination.

For overseas parcels we highly recommend choosing DHL Express as a shipping method.

ORDER CONFIRMATION AND TRACKING EMAILS

You will receive an order confirmation email once your order has been submitted. Once your order has been shipped, you will receive an email with tracking number and list of items that have been shipped out.

IMPORT DUTIES, TAXES AND CHARGES

Import duties, taxes and charges are not included in the item price or shipping fee. These charges are set by the destination country and become the buyer’s responsibility. We are unable to mark a paid order as a “gift.” Please check with your country’s customs office to determine what the additional costs and delays could entail prior to purchasing.

Please note, that Customs Duties and Taxes are definitely not related to our webshop, but is implemented by your country government like any other country, for regulating import/export.

CURRENCY

All our products worldwide are sold in EUR currency (except Sweden). Other currencies are displayed for the reference for better shopping experience.

VAT

We are located in Estonia which is part of EU monetary territory. That means all inside EU orders include VAT (20%) and all outside EU orders exclude VAT (20%).

WARRANTY

All our products have international warranty coverage and all the local service centers can help you with the warranty issues. Of course you can always contact us at customerservice@divestock.com

RETURN POLICY

All our customers have 30 Days Return Policy. You can return the product in its original condition within 30 days of receipt. Returning item(s) are on ​customer's account and shipment ​​​​must be with tracking number.

Please note that custom made products returns are not accepted.

For more information please contact us at customerservice@divestock.com

NON-REFUNDABLE SHIPPING

Shipping fees are not refundable for undeliverable shipments, refused shipments, order cancellations, or returns/exchanges.

REFUSAL OF DELIVERY

If you refuse delivery of an order you’ve placed, it will be returned to Divestock and you will receive a refund for the merchandise, minus the return shipping fees. Shipping charges are nonrefundable.

THERE IS A PRODUCT MISSING FROM MY ORDER

We are sorry for making such a terrible mistake! This may have happened because the product is left in backorder by manufacturer or simply due to a human error. Please contact us at customerservice@divestock.com and let us know your order number and the missing product. We will do our best to help you.

PENDING ORDER EMAILS:

These are automated emails that our system automatically sends to the customers if they have some canceled payments in our system. If your order has been already processed, please ignore this email.

FTA AGREEMENT

Regarding EU FTA situation, we will make signed proforma invoice and it will be added automatically to DHL system.
We are handling all shipments to South-Korea with proforma invoice as we are aware of the requirements.

We add this information to proforma invoice:
"We hereby certify that the information on this document is true and correct and that the contents of this shipment are as stated above. The exporter of the products covered by this document declares that, except where otherwise clearly indicated, these products are of Estonia preferential origin."