Returns - DtheBrand

Returns

SPAIN

How does Standard Shipping work?

When you request the Standard Shipping service within Spain, whether the mainland, Balearic or Canary Islands, Ceuta or Melilla, we will deliver your order at your chosen address within 72 working hours, completely free of charge!

Remember that the cut-off time to process a dispatch the same day is 12:00 noon, after which it will be processed the next day.

How do I select it?

You can select Standard Shipping when confirming your order:

  • Step 1: Enter your name and address under the “Postal Address” tab.
  • Step 2: Confirm that the address you have entered is correct. If you have made a mistake, you can change it by clicking on “edit”.
  • Step 3: Next, select ” Standard Shipping ” from the dispatch options available for this address.

How does 48-hour Shipping work?

Our service for delivery within 48 working hours of the purchase being made is only available for the Spanish mainland, and for just €8!

This service is free of charge if your purchase is for a value of more than €145!

You can select 48-Hour Dispatch when confirming your order:

  • Step 1:  Enter your name and address under the “Postal Address” tab.
  • Step 2:   Confirm that the address you have entered is correct. If you have made a mistake, you can change it by clicking on “edit”.
  • Step 3:  Select “48-Hour shipping” from among the available options.

How does 24-Hour Shipping work?

Our service for delivery within 24 working hours of the purchase being made is only available for the Spanish mainland, and for just €14!

This service is free of charge if your purchase is for a value of more than €245!

You can select 24-Hour Shipping when confirming your order:

  • Step 1:  Enter your name and address under the “Postal Address” tab.
  • Step 2:   Confirm that the address you have entered is correct. If you have made a mistake, you can change it by clicking on “edit”.
  • Step 3:   Provided that we can send your order the next working day, this option will appear as available. Select “24-Hour Shipping” from among the available options.

When do I need to place my order for it to reach me in 72 working hours?

The 72 working hours will be counted from the time of the order, taking into account the cut-off time to process the dispatch (12:00 CET).

It’s very simple: imagine you place your order on a Monday at 11:00 CET. In that case we will deliver your order on the Thursday. Meanwhile, if you place the order at 15:00 CET, you will receive it on Friday.

You should bear in mind that we do not deliver at the weekend or on public holidays, and so orders placed on a Friday after 12:00 CET, or on a Saturday or Sunday, will all be sent the following Thursday.

When do I need to place my order for it to reach me in 48 working hours?

The 48 working hours will be counted from the time of the order, taking into account the cut-off time to process the dispatch (12:00 CET).

Imagine you place your order on a Monday at 11:00 CET. In that case we will deliver your order on the Wednesday. Meanwhile, if you place the order at 15:00 CET, you will receive it on Thursday.

You should bear in mind that we do not deliver at the weekend or on public holidays, and so orders placed on a Friday after 12:00 CET, or on a Saturday or Sunday, will all be sent the following Wednesday.

When do I need to place my order for it to reach me the next day?

You will need to place your order by 12:00 CET from Monday to Thursday to have access to the Next Working Day Dispatch service. Orders placed after this time will be delivered in 2 working days.

As we cannot make deliveries during the weekend, orders placed after 12:00 CET on Thursday and before 12:00 CET on Friday will all be delivered on Monday. Similarly, all orders placed on Friday after 12:00 CET, or on Saturday or Sunday, will be delivered on the Tuesday.

So when will my order arrive?

When you make your purchase we will send you an email confirming your order details and the estimated delivery date for your package, which will depend on the dispatch method selected.

Bear in mind that deliveries are made on working days; we do not deliver on Saturdays, Sundays or public holidays.

Once your order leaves our warehouse we will send you an email with a link allowing you to track your package.

Your order will be delivered between Monday and Friday (except for public holidays); and so we can leave it at the stated address, we will need you or a trusted person to sign the confirmation slip or delivery note.

Where can I receive my order?

We will send your orders to any address you give us!

We aim to make deliveries in person. Two delivery attempts are made, and if our carriers do not find anyone home after trying twice, the order will then be parked at the transport company offices. We will contact you personally to arrange delivery.

What happens if I’m out when the delivery arrives? 

If there is nobody at the stated address to receive your package, our carrier will phone you to arrange delivery, and if you can’t be contacted will leave a notification card and make a second attempt the next working day.

If there is nobody home on that second attempt, we will offer you two options:

  • Agree a new date and address for delivery.
  • Collect your package at our transport provider’s closest office.

IMPORTANT: We aim to fulfil the estimated delivery times, but during busy periods then deliveries may take a little longer. On occasion, some dispatch options are not available or the deadlines need to be adjusted and/or delivery dates extended because of system updates or uncontrollable circumstances, such as extreme weather conditions. Nonetheless, we always work hard to keep such temporary changes to a minimum. DEUS accepts no liability for packages that are lost or stolen because of specific delivery instructions given to the courier company.

Tracking

You can track your package via the link you will find in the confirmation email. The “My orders” section of Your Account also contains full details of your order.

How do I know if my order has been sent?

Your order confirmation email will give you an estimated delivery date, and a link allowing you to track your package.

If you can’t find the email, you can always check on your order status using the “My orders” section in Your Account

If your estimated delivery date has passed and you have not received your order, click here for us to help.

Did your order not arrive on the expected day?

If this happens, we are here to help. As there are various places where it could be, we first need you to check the following points so as to offer you a quick solution:

Orders can be delivered between 8:00 CET and 19:00 CET from Monday to Friday (except public holidays). If this period has not yet elapsed, we will need you to contact us later so we can speak to the carrier and give you further information.

Check the status of your package in Your Account in case there is a dispatch update. You can also use the tracking link included in the confirmation email we sent you.

Check whether the courier company has left you a notification. It may be that your package is at the transport company warehouse.

Log onto Your Account to check that your delivery address and personal details are correct. If not, change them and write to us at “Customer Service” for us to assist you in person.

If you have been unable to track down your package after following all the above steps, write to us at help@dthebrand.com, giving us your order number, your address and your date of birth so we can offer you immediate assistance.

Can I modify or cancel my order?

Have you forgotten to add something? Have you changed your mind? We can’t modify an order, but you do have the following periods to cancel it, depending on the dispatch method you selected:

  • 24 hours: 15 minutes after placing the order.
  • 48 hours: 30 minutes after placing the order.
  • 72 hours: 60 minutes after placing the order.

I only want to change the size or colour. Can’t I amend my order?

We set about preparing your order as soon as you confirm it, to deliver it to you as soon as possible. This means we are unable to modify any orders. Nor can we remove or add any article to your order once you have confirmed it.

What about the delivery address?

This includes both changes to the size or colour of an article and changes to the delivery address or payment method.

If you want to change anything, we need you to cancel the order and place it again. You don’t need to search for all the articles again, as you can easily add them to your purchase from Your Account by clicking on the images.

I still have time to cancel. How do I do that?

To cancel your order, log onto Your Account and go to the “My orders” section. If you see the option “Cancel”, it’s not too late for you to cancel before we begin preparing your order. In this case all you need to do is click on ‘cancel’ and your order status will automatically switch to “Cancelled”.

The Cancel option no longer appears. What can I do?

When the “Cancel” button disappears after the time periods mentioned above, that means we have begun to prepare it, and it can no longer be cancelled. In this case you have 28 days to return the goods and place a new order if you so wish.

If you made a mistake when entering the address and can no longer cancel it, contact us using one of the links below so we can help.

If you want to cancel your order in accordance with the General Consumer User Protection Act (Royal Legislative Decree 1/2007, amended by Act 3/2014), click here for further information.

REST OF THE WORLD

Shipping options outside Spain vary. The information corresponding to your country, turn to our Shipping & Returns section. Selecting your country will drop down all the corresponding information about shipping and returns.

Does my order includes taxes and tariffs?

Tariffs and taxes are not included.

If you place an order from outside the European Union, any tax or expense resulting from customs processes will be collected once the package arrives in the destination country or region. In this case it is possible that you may be charged taxes, administrative expenses or transport charges when your order passes through customs. The recipient of the package will need to settle these costs.

We have no control over these charges and cannot tell you what the cost will be, since customs policies and import taxes vary from one region to another. If you have any queries, we advise you to contact the local customs office in your country.

Further information about international delivery times costs:

  • The Standard and Express shipping methods are available for most countries. Once you have entered your delivery address, you can check the shipping services available for your country.
  • The tracking service is available for some Standard Dispatch and all Express Dispatch deliveries. You will receive an information email with a tracking link allowing you to follow your package en route.
  • Dispatch expenses are calculated automatically at the time of payment, when the destination and shipping method are selected.
  • When you make your purchase we will send you an order confirmation email with the corresponding details and estimated delivery date of your package, which will depend on your country and the selected shipping method.
  • Remember that the cut-off time to process shipping on the same day is 12:00 noon from Monday to Friday. Orders placed after this time between Monday and Thursday will be processed the next day. If you place your order later than this on a Friday, it will be processed on the Monday.
  • Our courier companies make deliveries during working hours and may require that you sign for receipt, and we therefore suggest that you have your order delivered at an address where there will be someone to receive your package.
  • Your order will be sent via the most suitable courier company, depending on the size and weight of the package.
  • Once your package arrives in the destination country, it will be delivered by the local courier service, in accordance with the Standard Shipping procedure.
  • Bear in mind that deliveries are made on working days, and we do not deliver on Saturdays, Sundays or public holidays.
  • Your order will be delivered between Monday and Friday; and so we can leave it at the stated address, we will need you or a trusted person to sign the confirmation slip or delivery note.
  • Bear in mind that deliveries are not made on public holidays in your country, and we therefore ask that you wait until the next working day.
  • If you are not there when the delivery is made, the courier will leave a note telling you where your package is. It could have been left in a safe place, or you will be given details to arrange a repeat delivery attempt.
  • If you are waiting for an order you placed to be delivered, please click here.
  • If you still have any queries, our Customer Service Department will be delighted to help. Write to us at help@dthebrand.com.

*We aim to fulfil the estimated delivery times, but during busy periods then deliveries may take a little longer. On occasion, some dispatch options are not available or the deadlines need to be adjusted and/or delivery dates extended because of system updates or uncontrollable circumstances, such as extreme weather conditions. Nonetheless, we always work hard to keep such temporary changes to a minimum. D accepts no liability for packages that are lost or stolen because of specific delivery instructions given to the courier company.

Customer Service Department

One of our main aims is that your purchases should always be as straightforward as possible. As we are aware that you may have a number of questions, our HELP section provides information about how our website and our services function. We trust you will find the answers to all your questions.

If you have any queries you can contact our customer service team, who will be delighted to help.

You can also contact us by sending an email providing as much information as possible to help@dthebrand, and we will reply as soon as we can, offering you the personal service you deserve.

RETURN POLICY

SPAIN

If you wish to return any of our products, write to us directly using one of the links below.

If you are unconvinced by your purchase, take a look at our returns policy:

  • You can return any article up to 28 days after you receive it. We will process your refund within 15 working days of the return.
  • We do not make changes. If you want another size, colour or product, you will have to return your purchase and place a new order.
  • To process your return we need your order number, so you should remember to write this in the top corner of your returns sheet.
  • You can send articles from different orders in the same package. Make sure you include all the returns sheets to speed up the refund.
  • The value of the refund will be for the same price as paid for the articles at the time of purchase.
  • If you cannot return any article to us for any reason, we will make the refund at our discretion.
  • For reasons of hygiene, you must not remove the hygiene slip from swimwear and underwear articles, or we cannot otherwise accept the return.
  • We inspect all products on receipt and reserve the right not to provide a refund in the case of articles returned to us in poor condition after the 28 days have elapsed. In this case you may need to cover your dispatch costs if you want us to send the product back to you.
  • Products must be returned in their original packaging. This must include the security seals and labels for us to accept the return.
  • You do not need to notify us of a return. We will process it automatically as soon as we receive it. All we need is for you to administer the return using one of the links to be found in our Returns
  • We do not accept any liability for any product you might send us by mistake. If you want us to return them to you, you will probably have to cover the dispatch costs yourself.
  • Further information about how to make a return is available here.
  • Have you lost your returns sheet? Get a new one here.

How do I administer my return?

Click here to process it. It’s as simple as entering your order details and selecting your preferred return option. Once you have confirmed this, you will receive an email with a dispatch number allowing you to track the package.

Receipt of Returns

If you have not yet received our email, we have probably not yet processed your package (or it might have been diverted to your spam folder – it’s always worth checking there just in case).

Returns take 15 working days to process from when you deliver them. This period includes the time it takes the package to reach us, and the time we need to register the articles.

Once we receive your package and have finished processing it, we will send you the confirmation email and perform the refund.

Do you accept all returns?

We try to, provided that they reach us in good condition (we do not accept returns of damaged goods). The articles must be in their original packaging and have the corresponding security seals and labels. In the unlikely event that we receive any product in unacceptable condition, we will have to send it back to you, at your expense.

How do I return an article?

Returns are as simple as following the steps below:

  1. Complete the returns sheet and place it in the package together with the articles you wish to send back to us.

    2.Select your chosen option and process dispatch via the corresponding link, which you will find in the Returns .

    3. Our courier will drop by to collect your package wherever you tell us.

    4. We handle the rest.

How long do I have to return my purchase?

You can return articles in their original condition within 28 days of receipt.

How much will I have to pay for dispatch?

Not a thing. Returns from Spain are completely free of charge.

Can I send articles from different orders in the same package?

Absolutely! IMPORTANT: Don’t forget to include the return sheet for each order in the package you send us.

Instead of a refund, can you send me a different size or colour?

We cannot make changes. When we receive your package, we will process the articles and issue the refund. If you want a different size or colour, you can always make a new purchase.

When will I receive my refund?

Returns take 15 working days to be processed from the moment you hand them over (excluding weekends and public holidays). Once we have finished processing your package, we will send you an information email.

All refunds will be processed automatically by means of the payment method that you used to place the order. Once you have received our confirmation email, the funds normally take between 5 and 10 further working days to appear in your account, depending on your bank or payment provider.

15 working days have not yet passed. How can I track the status of my return?

Up to this point you can check the status by using the tracking link that we include in your email. Bear in mind that although we might receive your return within the 15 working days, you are unlikely to receive the confirmation email until this period has passed.

15 working days have passed and I still haven’t received news of my return. What should I do?

If you haven’t received our email after the 15 working days have passed, it’s always worth taking a look in your spam folder. If it’s not there either, get in touch with our Customer Service team. When you write to us all we will need is for you to give us your order reference number and specify the products you have decided to return.

Liability waiver: our website contains links to other sites belonging to and operated by third parties. These are provided only for your convenience. DEUS has no control over these sites and is not responsible for their content or availability.

Products that cannot be returned

Please bear in mind that for hygiene reasons we cannot accept returns of certain products, unless they have been left in their original packaging or are faulty.

Below we set out a list of products for which we cannot accept returns under any circumstances other than those specified above:

  • Jewellery and accessories for piercings.
  • Swimwear or lingerie without the hygiene strip.
  • Any lingerie accessory showing signs of use or where the packaging has been damaged.

REST OF THE WORLD

Returning your order from outside Spain is very easy. Simply follow the steps indicated on the returns sheet you received together with the package, to send the articles to us within 28 days of receiving your purchase.

We do not change goods, but you can send the products for a refund and place a new order, selecting the product, colour and size you wish.

Complete the sheet and place it in the package when making a return.

If you need a new returns sheet, you can print it off here.

You can send us the return using any courier company you wish, bearing in mind that the customer covers the return costs.

As the package remains your responsibility until it arrives at our warehouse, you should ask for proof of sending. This means that in the unlikely event that your package is lost during dispatch, you will have proof that you sent it.

Your return could take up to 21 working days (including weekends and public holidays) to reach our warehouse, depending on the dispatch method you use. Once it arrives we will process the return, issue the refund and send you an email to confirm that the process is complete.

All refunds will be made automatically by means of the same payment method used to place the order. It may take between 5 and 10 working days for the funds to appear in your account.

We aim to accept all returns. In the unlikely event that an article is returned in unacceptable condition, we will need to send it back to you, at your expense.

If you have any queries, get in touch with our Customer Service team, who will be delighted to help.

Liability waiver: our website contains links to other sites belonging to and operated by third parties. These are provided only for your convenience. D has no control over these sites and is not responsible for their content or availability.

Products that cannot be returned

Please bear in mind that for hygiene reasons we cannot accept returns of certain products, unless they have been left in their original packaging or are faulty.

Below we set out a list of products for which we cannot accept returns under any circumstances other than those specified above:

  • Jewellery and accessories for piercings.
  • Swimwear or lingerie without the hygiene strip.
  • Any lingerie accessory showing signs of use or where the packaging has been damaged.

Are changes possible?

We cannot make changes. If you need another size, colour or product, you will have to process a return and make a new purchase.

You can find further information about how to make a return here.

I made a return, but my card is no longer in use.

Provided that the current account associated with the card is still open, the refund will be accepted.

If the card has been lost, misplaced, stolen or cancelled, we will still be able to send the refund via the card.

We cannot refund your order to a different card.

If you cannot see your refund within 10 working days of the process being completed, please contact our Customer Service team.

If you have been refunded the wrong amount, please contact our Customer Service team for us to resolve your problem.

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