Policy

SHIPPING:

 

While shipping an item over the amount of $75, we suggest using a trackable shipping service or purchasing shipping insurance, depending on where you live.

 

DNE works with an on-demand order fulfilment company with facilities all around the world.

 

It takes 3-7 business days to fulfil an order, after which it is shipped out. The shipping time depends on your location, but can be estimated as follows:

 

  • USA/CANADA: 5-8 business days
  • International: 10-20 business days

 

Customs policies vary widely from country to country, therefore, checking with your local customs office directly is important to see if duties and taxes will be applied to your purchase. Additional customs and tax fees may occur on international orders.

 

Before contacting us it can be useful to:

 

  • Check your shipping confirmation email for any mistakes in the delivery address. 
  • Ask your local post office if they have received your package or can check the status of your package. 
  • Check with surrounding neighbours in case the courier left the package with them.

 

Note: If you have found a mistake in your shipping address, we can send you a replacement order, but any shipping cost will be expected to be paid by the customer. If all shipping information was correct, and the package was not left at the address attached, a neighbour's, or at your local post office, please contact us at DNE email with your order number. Package theft is on the rise in our region, therefore, if you are expecting a package delivered to your home and you will not be present to receive it, have it sent to a location you know you'll be. The zip code is a very important part of the shipping information, a simple tool such as USPS ZIP code lookup is very useful to ensure all correct information is being used. 

 

If your shipping method includes tracking, you'll receive an email with a link to track your package. If you have any questions about your tracking or shipment, feel free to send us an email.

 

We sincerely apologise for the inconvenience of damaged or broken products. To help us resolve this issue promptly, please email us at DNE email within a week’s time. Please include photos of the damaged or broken products, your order number, and any other information you may have about your order. We will get back to you as soon as possible with a resolution!

 

 

REFUND:

 

We do not accept returns or offer exchanges, but please contact us by email with any problems you are having.

 

Customers who have received the wrong items or damaged items will be refunded, if you find yourself in any of these situations, please contact us at DNE email and we will sort it out for you.

 

At this time, we do not offer exchanges. If you are unsure of which size would fit you best, please consult our sizing charts which can be found on our website in the product description section. Though rare, it is possible that an item you have ordered was mislabelled. If this happens to you, please contact us at DNE email within a week after receiving your order. Please include all information that could be useful to our team such as your order number and photos of mislabeled items, you will then be issued a refund or new item.

 

Once we have received and inspected your return, you will be contacted via email that it has been received. We will then let you know whether this return has been approved or rejected. If the refund has been approved, a credit will automatically be applied to your credit card that was used for the purchase of said item within 10 business days. Please note that we incur a $6 handling fee on all refunds.

 

If you need to exchange an item, we for the item to be filed as a return. If items arrive to you damaged or defective, please contact us and we will do our best to satisfy your needs. 

 

Our hope is that you will love what you ordered but if something doesn’t work out, we will gladly accept unworn, unwashed, or defective merchandise for free returns or exchanges within 7 days from the original shipping date.

 

To be eligible for a return, your item must be unworn/unused and in the same condition that you received it.