FAQS
Q. I GOT MY ORDER AND I’M NOT HAPPY WITH IT? WHAT'S NEXT?
A. Please send an email to Deegoddesspalacecloset@gmail.com with your order number and the items you are not satisfied with and we will do our best to right our wrongs by offering an exchange for a more suitable shade. However, we recommend that you please review our return policy for specifics as we do not offer refunds and you must notify us within 7 days.
WHAT HAPPENS IF I ENTER THE INCORRECT ADDRESS AT CHECKOUT?
A special reminder has been put at checkout to help customers avoid this mistake. However if you entered the wrong address, please contact us immediately at deegoddesspalacecloset@gmail.com . If your item has not yet been dispatched, we will update the address with your preferred address. Unfortunately, once your item has been dispatched, this cannot be rectified so please make sure that you cross check at check out. In the event that the package is returned to us, we will need to charge the customer for re-shipping the item.
WHERE IS MY ORDER?
Please allow 2-5 business days for processing of your order before it is dispatched. If you've ordered a pre-order item, it will arrive within the time frame mentioned in the product description for that particular item (usually 1-3 weeks). However, we will keep you updated and in the know every step of the way. As soon as your order is shipped, you will be notified via email. Once this happens you can track your order via the link (click the tracking number) in the shipment confirmation email.
DO YOU OFFER RETURNS?
Yes we offer returns only on regular items. No returns on sale items and underwears.
Q. WHAT IS YOUR REFUND/EXCHANGE POLICY?
A. YES We offer refunds, please visit our refund page on our website
Q. I RECEIVED MY ORDER AND THE BOX WAS DAMAGED. WHAT DO I DO?
A. All priority packages come with insurance. You can call the post office and file a claim to get your money back. We are not responsible for the post office man handling our packages. We put fragile stickers and try our best to protect our products with bubble wrap.
Q. MY ORDER SAYS IT’S BEING RETURNED BACK TO YOU. WHAT DOES THAT MEAN/ WHAT DO I DO?
A. If for any reason your order is shipped back to us, we will refund the item! NOT SHIPPING! Shipping has already been paid for when we print out the label! This includes if YOU accidentally put the wrong address or was not home to receive the package !!!
HOW LONG DO PRE-ORDER ITEMS TAKE?
Items are placed on pre-order when there is a high demand for them but they are currently out of stock and in the process of being restocked to allow customers continue to have a good shopping experience with us. They usually arrive within a time frame of 1-4 weeks with the lower end being the usual case of waiting time. However, our aim is to get your item across to you as soon as possible. In the rare event that there are any delays, you will be notified via email. Delivery time frames may differ at this time due to covid.
HOW DO I TRACK MY PACKAGE ONCE IT'S SHIPPED?
Once your order is shipped, you will be immediately notified via email which will contain your tracking number (if you chose that option) with instructions on how to track your order.
MY ORDER HASN'T ARRIVED AND IT'S BEEN LOST BY THE SHIPPING COMPANY. CAN I GET A REFUND?
Once your package is in the possession of the delivery company, it is no longer within our control and we take no responsibilities for it. The onus lies on the delivery company to ensure you receive your package in a timely manner. Please contact the delivery company with any queries regarding your parcel.
THERE'S A CUSTOMS CHARGE ON MY ORDER, CAN YOU COVER THAT?
Orders to countries in the European Union or Canada may in some cases incur a customs charge. Shopdenoa is not liable to cover these charges and the customer would have to cover them. Refusal to pay may result in the package remaining undelivered and we are not liable for the package in those instances.
Q. WHEN DO YOU RESTOCK PRODUCTS ?
A. It Depends on the item, all updates are posted on my business instagram, @deegoddesscloset
Q. WHAT DAYS DO YOU SHIP OUT ORDERS?
A. Monday, Wednesday & Friday’s. DEPENDING ON THE AMOUNT OF ORDERS! JUST BECAUSE I SHIP THESE DAYS, DOES NOT GUARANTEE, YOUR ORDER WILL SHIP THAT DAY!!!!! We are still in a pandemic!
Q. HOW CAN I CONTACT YOU?
A. EMAIL ONLY! NO DMS OR PERSONAL MESSAGES: deegoddesspalacecloset@gmail.com
Please read description boxes before sending an email concerning inquiries!
*PLEASE ALLOW 48 hours for an email response!*
IF YOU HAVE RECEIVED YOUR TRACKING NUMBER AND HAVE A SHIPPING QUESTION, CONTACT USPS! WE SEE THE SAME TRACKING INFORMATION AS CUSTOMERS AND ONLY THEY CAN FURTHER ASSIST YOU!
Q. WHO DO YOU SHIP WITH?
A. The Post Office, USPS, DHL and UPS. my packages deliver with your mail delivery.
Q. WHY IS SHIPPING COST HIGH?
A. My website rates for all items are the USPS rates. I don’t create the shipping rates, they do based on the weight.
As soon as we have processed your refund, you will receive an email notification. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.
- Items must be returned within 14 days of receiving your order.
- Items must be unworn and unwashed.
- Grooming products, pierced jewellery or swimwear (if the hygiene seal has been removed) cannot be returned for health and hygiene reasons.
- Shoes must be tried on indoors.
- Items must have all tags attached.
- Beauty products and accessories cannot be returned.
- Any returns must be made at your own cost however you must obtain you proof of postage.
- PLEASE READ OUR RETURN POLICY.
Q. DO YOU SHIP OUTSIDE THE US?
A. Yes we ship everywhere!
The express shipping services for USA cannot make shippings to PO Box addresses. Please use an alternative shipping address.
Q. WHERE ARE YOU LOCATED?
A. Brooklyn, New York
If you or a neighbour is home to accept the order, then a signature will be required. If nobody is home to receive the parcel, the shipping company will leave a card saying that they have attempted to deliver, and provide you with details on where the parcel has been shipped to. If there are no safe places or available neighbours, the courier will notify you and attempt re-ship the next working day. Shipping will be re-attempted 3 times before being returned to the depot and retuned back to Dynamic Fits. If you wish to have the parcel redelivered, please contact us.
Yes, you can have your parcel shipped to an alternative address; however, this needs to be done at the time of purchase. When filling out Billing address simply untick the box that says ‘Shipping to same address’ you will then be given the option to enter a different shipping address. If this is a business address, always make sure you include the name of the company or organisation in the address field as well as the contact name to ensure your parcel is successfully shipped.
Sorry to hear you haven’t received a part of your order! Please note that during the period July to September, some orders may be sent out in multiple parts.
If you are missing part of your order, please check:
- Your dispatch email, if your order is going to be sent in multiple parts then your dispatch email will only include some of the items you ordered, you will then get another dispatch email. You will also receive multiple tracking numbers.
- The receipt/invoice in the bag, this will show the items you should have received in this parcel. If you have everything that is on the invoice the rest of your order will come separately.
- Your DG parcel packaging, if your order is arriving in multiple parcels then there will be a sticker on the bag to let you know the order has been split.
If you are missing items from your order and your dispatch email and invoice show all items on your order, then please get in touch with our customer services team. Make sure to let them know your order number and which items were missing.
| TERM | EXPLANATION |
| Shipping | The item has either been shipped as addressed or, to a neighbour. Please note Special shipping Guaranteed™ items cannot be shipped to a neighbour |
| DC | Distribution centre |
| Inward RDC Volumetric Acceptance | The item is halfway through its journey |
| MDN | If you see ‘(MDN)’, this is an internal note and nothing to worry about - your item is still on track. |
| NOT SHIPPED - RETURNED TO NRC | We've been unable to ship the item and there's no return address so we've sent it to our National Return Centre. |
| Outward RDC Volumetric Acceptance | We've collected the item from the sender. |
| Pre-advice Received | The sender has told us they're going to post something, but we haven't received it yet. |
| Sales Order Raised | This is only relevant to the sender. |
| Missing pre-advice | The parcel information has not yet been loaded onto our online system. However, the parcel has entered and is still moving within our network. |
| Order generated | The parcel has been booked onto our system but has not yet been collected. |
| 'Sorted at national hub' or 'Hub trailer via sorter' | The parcel is being sorted at one of our National Hubs and will shortly be on its way to your local shipping depot. |
| Receipt at depot | The parcel is at either the collection or shipping depot, please check the tracking information |
| Misrouted at depot | The parcel has been sent to the incorrect depot but will be re-routed. Please allow 48 hours for the parcel to reach your local courier. |
| Manifested for delivery/ 'Manifested to courier' or 'Out for Delivery' | The parcel has been assigned to the courier for shipping. It will typically be followed by a 'courier received' scan, once the courier is in receipt of the parcel. |
| Courier received | The parcel is with the courier for shipping, our couriers work between 8am-9pm. |
| Carried forward | The courier has been unable to deliver the parcel but will re- attempt the next working day. |
| Not delivered due to address query | We have had a problem shipping your parcel, if you are the shipper of the parcel, please contact us, with contact details for the recipient. If you are the recipient of the parcel, please contact your shipper, they will be able to resolve this on your behalf. |
If you wish to dispute shipping of your order, you have 14 days starting from the day that the tracking status for you order is updated by the carrier as fulfilled (i.e. updated as shipped to the address set out in the Dispatch Confirmation). We reserve the right to request evidence, before issuing any refund of the price paid and/or any associated shipping costs.
Q. HOW MUCH DOES IT COST TO MAKE YOU MY VENDOR?
A. FREE, you just order from my site like any other site
Q. WHEN WILL I RECEIVE MY ORDER?
A. Orders are normally processed within 2-5 business days of receipt. They will arrive to you within 2-3 days of order processing. To track your order, Please log in to your account. For more detail on our shipping practices, please view our shipping policy.
Q. WHAT IS PROCESSING TIME?
A. Processing time is the period of time between the date an order is placed and when it is shipped. Processing time includes payment confirmation, preparation for your order and manufacturing time in some occasions. Depending on the amount of orders in our system to be processed, it could take an estimate of up to 2-5 business days.
Q. WHAT DO I DO IF I ENTERED THE WRONG ADDRESS AT CHECKOUT?
A. If you entered the wrong shipping address at checkout please contact us so that we can figure out a solution. If the package is returned to us we will refund you the amount of the item but not shipping because that has already been paid for. This is why it is extremely important to enter the correct shipping information.
Q. WHY WAS MY ORDER CANCELED?
A. We may cancel your order if:
1.Your order comes through our system as potentially fraudulent or fraudulent, it will be cancelled. (No exceptions)
2. Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available.
3. The item you ordered may be in stock but may have damage to it. We quality check all of our inventory and if an item is not in good condition we will not ship it out, instead you will be contacted and refunded.