I've placed an order, but I haven't received my confirmation email. What should I do?
Thank you for your recent order! Our automated system ensures that a confirmation email is sent to the email address provided during the checkout process.
1. Check your Junk or Promotions folders for the email, as it may have been filtered there.
2. Mark the email as "safe" or "not junk" to ensure future emails reach your inbox.
3. If you still can't find the confirmation email, we apologise for any inconvenience caused. Please contact our support team at email@example.com. They will investigate the issue and assist you in receiving the confirmation email for your order.
What happens after I've placed an order?
After placing an order, you will receive a confirmation email acknowledging your purchase. This will be followed a few days later by a shipping email providing you with the tracking information for your order, once your items have been dispatched from our warehouse.
How do I track my DeenInc. order?
1. Check your email inbox for a shipping confirmation email titled "Your Order is on the way." This email will contain your tracking link. (Please not emails can sometimes go into your junk/promotions folder so please mark as safe)2. Click on the tracking link provided in the email to be directed to the tracking page.
What if my tracking hasn't updated?
Don't worry if your tracking hasn't updated immediately. Tracking numbers usually update with couriers every 24-48 hours, but there may be additional delays during transit.
Check your tracking information to see if there are any issues that may have caused a delay, such as an incorrect address or customs fees.
If you realise that you entered an incorrect or incomplete address, please contact us at firstname.lastname@example.org.
If your tracking hasn't updated after a few days, it's likely that your order is still on its way to you. However, if your tracking hasn't updated for more than 6 working days, please reach out to our Customer Support team for further assistance.
My order has not arrived even though the expected delivery date has passed. What should I do?
In the rare circumstance where your order has not been received within the specified delivery timeframe or has been received in a damaged condition, we kindly request that you promptly contact us. It is important to notify us as soon as you become aware of the issue, ensuring that your communication takes place within a maximum of 14 days from the delivery date indicated on your tracking information.
I want to return my item for a refund
As items are personalised we can't offer returns or exchanges on personalised items as they are 100% unique to you, so please be careful when choosing your size.
That said, we want you to be completely happy with your purchase. If you receive a faulty item, we'll gladly send out a replacement, just email us with details of the fault with 14 days of receipt.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
You can always contact us for any return question at email@example.com.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. You will then have another 14 days to return the goods once your request has been approved.
You are responsible for the return shipping costs unless the return is due to a defective or damaged product.
What happens to my images?
All your images are only used for digitising onto your order. They'll be deleted thereafter unless you give us permission to use your images for marketing purposes.
Why are only some of my items included in my order?
It's possible that your order may arrive in separate packages. This can happen when items are shipped from different warehouses due to stock availability. As a result, your items may not be shipped simultaneously, but be rest assured, the remaining items in your order will arrive shortly afterward.
If you haven't received the rest of your order within 7 days, please contact our support team for assistance.
What should I do if my order is incorrect?
If you're missing an item, received a damaged item, or got the wrong item or order, please contact us right away. Provide your order number and details of the issue, including any relevant photos. Our Customer Support team will help resolve the problem as quickly as possible.
Please note that any claims for missing or wrong items must be made within 7 days of delivery.
Can I make changes to my order?
Unfortunately once you have clicked 'Place Order' at checkout, we are unable to make any changes to your order. This includes modifying the item or size, delivery or billing address, adding or removing items, and changing the shipping method.
However, once your order is delivered, you have the option to return or exchange the items according to our return policy. If you need assistance with a return or exchange, please reach out to our customer support team who will be happy to assist you.
Do I need to pay customs fees at DeenInc?
Whether or not you need to pay customs fees depends on your specific situation.
For customers based in the UK purchasing UK-based products, you typically do not need to pay customs fees. (Some of our limited edition and all our full colour embroidery clothing will be manufactured abroad, this will be mentioned in the product description)
For customers outside the UK, such as international customers, you may be subject to customs charges issued by your local customs authority. The customs duty is a charge imposed by the customs authority of the country where the goods are being imported.
If customs duty is required in your territory, you are responsible for paying it to the authorities. The amount payable depends on your country's specific regulations and is usually calculated based on the value and type of goods being imported.
If you choose not to pay the customs duty, we will need to confirm with the courier whether the parcel can be returned to DeenInc. before processing a refund for your order. Please note that in some cases, a shipping and handling fee may be deducted from your refund.
If you are unsure whether you will be subject to customs fees, we recommend contacting your local customs office for more information before placing your order.