Shipping & Returns
Shipping Policy
Processing Time
- All solid gold orders are processed within 4-10 business days and gold vermeil items are ready to ship. Custom orders may take longer, depending on the complexity of the design and the current order volume. You will be notified of the estimated processing time at the time of your order.
Shipping Methods & Delivery Times
- We offer the following shipping methods:
- Standard Shipping: Estimated delivery time is 3 to 7 business days.
- Express Shipping: Estimated delivery time is 1 to 3 business days.
Shipping Rates
- Free standard shipping is available for all US orders. If you demand a shipping upgrade, costs are calculated at checkout based on your location and the shipping method chosen.
International Shipping
- We ship worldwide! Please note that international shipping times can vary greatly depending on the destination. Customs fees, duties, and taxes are the responsibility of the buyer and are not included in the shipping cost.
Order Tracking
- Once your order has been shipped, you will receive a confirmation email with a tracking number. You can use this number to track your order online.
Packaging
- We take great care in packaging our items to ensure they arrive safely. If you have any special requests for packaging, please let us know at the time of your order.
Damaged or Lost Items
- If your item arrives damaged, please contact us within contact@denive.com days of receiving your order. We will work with you to resolve the issue, whether that means providing a replacement or issuing a refund.
- If your package is lost in transit, please contact us, and we will do our best to assist you in locating the package or arranging for a replacement.
Returns and Exchanges
- Please refer to our Return Policy page for information on returns and exchanges.
Contact Us
- If you have any questions or concerns about your order, please feel free to contact us at contact@denive.com
Return & Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can go to your account page or contact us at contact@denive.com. Please note that returns will need to be sent to you via email.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at contact@denive.com.
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.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items).
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@denive.com.