Returns and exchanges
Return and Exchange policy
Denise offers a 14-day return and exchange policy from the delivery date.
To ensure eligibility, products have to be unused, in excellent condition, in their original packaging, and with the label intact. It is important to note that the company reserves the right to reject any item that goes against this criteria. Anything related to the delivery of your order must be submitted within 14 calendar days from the date of reception.
Customers should be aware that parcels returned after the specified time frame will be declined and sent back to sender. The sender is solely responsible for covering the costs and risks associated with the return of the product(s).
Return shipping costs:
- Spain: 5€
- European Union: 15€
- United States: 23€
- Rest of the world: 30€
*Note that a single change of size is offered completely free of charge.
Return and exchange procedure
1. Fill in this form with your order number, the reference (s) you want to send back or exchange, and the reason: denise.cat/returns-and-exchanges-form
2.1 Once the exchange request has been approved, an automated replacement order will be generated without any extra charges. A confirmation email will be sent to the client once the process is initiated.
2.2 Once the return is accepted, you will receive an email with the prepaid return label* and the steps to schedule a pickup or the nearest DHL drop-off point.
3. The returned articles should be packaged in original condition with the original labels.
*There is a fee for every return that will be deducted from your refund when the return is processed.
Original shipping costs are not refunded.
The product must be in perfect condition, and the original labels must be included.
Customers with a preference for a different product are invited to return the order and request a voucher to expedite the procedure.
Refunds
Returned orders will be processed withing approximately 1-3 business days from the reception. An email confirmation will be sent when the return has been completed. Refunds will be credited back to the original customer’s form of payment within 2-5 business days.
Please note that the returned shipping costs will be deducted from the amount.