Frequently Asked Questions
If you need help, you may find the answer here
It depends on where you are. Orders processed within Germany will take 1-3 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.
If you need to cancel your order, promptly reach out to our customer support team. You can email us at firstname.lastname@example.org, including your order number in the email. Please explicitly state your desire to cancel the order.
*Note: Order cancellation is feasible only if your order hasn't been processed or fulfilled. If your order has already been processed and fulfilled, please refer to our 'Returns & Refunds' section in the FAQ for further guidance on how to proceed after receiving your order.
If you've made a purchase and the payment has been deducted from your bank or PayPal account, rest assured that your order has been registered in our system. However, on days with high order volumes, such as Dropdays, there's a possibility that you might not immediately receive an order confirmation email.
In case you haven't received this email, here's what you can do:
- Contact Us: Send us an email with your full name and address so we can verify your order and resend the confirmation email.
- Check Your Email Settings: Sometimes, our emails might land in your spam folder. Please check there and also verify if the transaction was processed by your chosen payment service provider.
If you still haven't received an order confirmation, it could be due to one of the following reasons:
- Order Cancellation or Payment Decline: If your order was cancelled or payment declined, you should receive a notification email.
- Incorrect Email Address: If the email address entered during the order process was incorrect, you wouldn't receive the confirmation. Please contact us with your correct details (full name, address, and correct email) so we can update our records.
- Beware of Fake Sites: Always ensure you are on the correct website. Double-check the domain or visit our official social media accounts for the correct website link.
If you need to update your email address or have any other concerns, please get in touch with us, and we'll assist you promptly.
We regret to inform you that once your order has been fulfilled, modifications are not possible.
After fulfillment, changes to delivery options, delivery address, payment method, or product sizes cannot be accommodated.
*However, if your order has not yet been fulfilled, you have the flexibility to make changes. You can contact our support team to alter the delivery option, delivery address, and product sizes, or even cancel the order. Please reach out to us promptly for any such modifications.
We sincerely apologize if you've received an item that is damaged or defective. To address this issue, please file a claim with our customer support team. You can easily reach out to us by clicking here.
When contacting us, ensure you provide all necessary details to enable us to process your claim swiftly and efficiently.
Please be aware that our claims procedure does not offer the option to exchange articles. Our team will guide you through the available resolutions once your claim is assessed.
Once you've placed an order with us, you'll promptly receive a confirmation email containing your unique order number. To keep track of your order's status, simply visit the "My Orders" section in your customer account.
As soon as your order is dispatched from our warehouse, we'll send you another email. This email, known as the shipping confirmation, will include your tracking number, allowing you to monitor the journey of your delivery. Keep an eye on your inbox for these updates!
If you've received a shipping confirmation or order confirmation but haven't yet received your order, rest assured that we are actively working on getting your order to you as quickly as possible. There's no need for concern.
Should there be any complications or delays with your order, we will promptly get in touch with you to provide updates. Otherwise, you can expect your order to arrive soon. Thank you for your patience!
Wondering about the status of your order? The expected delivery time is provided at checkout and reiterated in your order confirmation email. Keep in mind that delivery times can vary depending on the items you've chosen and your selected shipping method.
Once your order is on its way, you'll receive a shipping confirmation email that includes a tracking number. This email is sent to the address linked with your order or your customer account.
Please note, orders placed on drop days might experience slight delays due to the surge in volume. We appreciate your patience and understanding in these cases.
Absolutely, DD™ provides worldwide shipping to cater to our global customer base.
*Please note, however, that due to the ongoing conflict in Russia and Ukraine, we are currently unable to ship to these regions.
If you notice that your shipping tracking hasn't updated for several days, there could be a couple of reasons:
- Your order has been packed and is ready for dispatch, but it hasn't been picked up from our warehouse by the shipping carrier yet.
- The order is in transit but facing delivery delays due to incomplete or missing information.
In such situations, we recommend a bit of patience. The shipping carrier will typically reach out to us if there's an issue, and we'll promptly contact you to resolve any problems and ensure your order reaches you.
If your order status shows "Delivered" but you haven't received it, please reach out to us immediately at email@example.com. We will initiate an inquiry with the shipping company to locate your package.
We request you to follow up with us again in 4 to 5 days. If there are no new updates or if the package is still not found, we will proceed to resend the product to you. Your satisfaction and peace of mind are our top priorities.
RETURNS & REFUNDS
You have a 30-day window to return your order, starting from the day you receive it.
For details on how to proceed with a return, please refer to the following questions.
Please be aware that if a return is initiated after the 30-day period, specifically from the 31th day after receipt, we reserve the right to send the order back to you.
Each order comes with a returns document, which you'll find in the small folder located behind the invoice. This document provides all the necessary information for returning an item.
Please note that we do not offer free returns at the moment. As such, the customer is responsible for covering the return shipping costs. However, we will cover the shipping costs for any goods you receive in exchange.
I hope this clarifies the process for you. Should you have any more questions or need further assistance, please don't hesitate to contact us via email at any time.
For a detailed overview of our return policy, please visit: Shipping and Returns.
Heidegrundweg 104-108, 33689 Bielefeld, Germany
If you need to reset your password, simply click on the "Forgotten Password" link at the login page. Then, enter the email address associated with your DENNIS DANIEL™ account and click 'Send'. Shortly after, you will receive an email containing a password reset link.
Please note: The email may take a few minutes to arrive and could be directed to your spam or junk folder.
Once you receive the email, click on the reset link, and you will be guided to set a new password.
- Modifying Addresses in Your Account: Visit the "Your Addresses" section within your customer account to update existing delivery addresses or to add new ones. Here, you can also set default delivery addresses, making your future order process faster and more convenient.
- Changing Address Post-Order: After placing an order, you can still modify your address. Check the "YOUR INFORMATION" section in your order confirmation email and click on "Edit Shipping Address" to make changes.
Tip: It's best to update your addresses before placing an order. Please note that delivery and invoice addresses cannot be altered once an order is in transit.
To unsubscribe from our newsletter, simply click on the 'unsubscribe' link provided in any of the newsletter emails you've received from us.
IMPORTANT: Before opting out, please avoid marking our emails as spam. Doing so could potentially block other important communications from DENNIS DANIEL™, such as order confirmations and updates, from reaching your inbox.