Easy Returns and Exchanges

Frequently Asked Questions About Returns and Exchanges

• How does your return and exchange process work?

  If the item you purchased is not quite right for you or you would like to change the size, no problem at all! You have the right to return or exchange your order within 14 days from the day you receive it. 📦 To help us approve your request quickly, we only ask that the products are unused, their tags have not been removed, and they have not absorbed any odor (perfume, detergent, etc.). Due to our hygiene and quality standards, we cannot accept returns/exchanges for products that do not meet these conditions or for products purchased from the outlet category. The initial shipping fee paid for your order to reach you cannot be refunded due to logistics processes. Thank you so much for your understanding! 🤍

• How can I make a return or exchange?

  We have a very practical system that will not take up your time! Simply follow these steps:

  • If you shopped on our website without creating an account, visit our Easy Returns Page and fill out the form with your order number and contact details.
  • If you are a member of our website, go to My Account > My Return Requests, select the items you want to process, and create your request.
  • Write down the "Customer Shipping Code" and "Return Code" shown on the screen.
  • Take your package to a DHL eCommerce branch with these codes and hand it over completely free of charge. 🚚

  Once the item reaches our warehouse and is approved, we will send you an update right away. If you request an exchange, the amount will be instantly loaded to your account as a "balance"; this way, you can immediately order any new item you like from our website! 📲🌸

• Can I cancel my order?

  Of course you can! You may have changed your mind or selected the wrong size, and that is completely okay 🥰 If your order has not yet been shipped, meaning its status appears as "Pending Approval" or "Preparing" in your account, you can easily use the "Cancel Order" option with one click from My Account > My Orders. However, once your order has been carefully packed and handed over to the carrier, we unfortunately cannot cancel it through the system. If your package is already on its way, do not worry; when it reaches you, you can refuse delivery at the door and have it returned to us, or you can receive it and return it easily with the free code you get from our website. We’re here to help every step of the way! 🤍

• Will I pay a fee for return shipping?

  No. As long as you send your return through DHL eCommerce (MNG Kargo) using the return code you receive from our website, you will not pay any shipping fee; the cost is fully covered by us! 🤍 Only if you choose a different shipping carrier outside our contracted code will the shipping cost be your responsibility.

• When will the refunded amount appear in my account?

  As soon as your return package reaches our warehouse, our team carefully inspects it, approves it within 3 business days at the latest, and opens your return record. After this stage, the time it takes for the refund to appear on your card depends entirely on your bank’s internal processes and may generally take up to 7 business days. We always keep track of your process to complete it as quickly as possible! 🔒

• How does the return process work for Cash on Delivery orders?

  For returns of orders placed with Cash on Delivery, we instantly assign the amount as a balance to your Deniz Butik membership so that your money does not remain tied up in banking processes for days and you do not have to wait. This way, without losing any time, you can immediately buy a different size, model, or an entirely new outfit you love using the balance in your wallet! 🌸

• Can I return items from the evening dress collection?

  Our products in the evening dress category, designed to accompany you on your most special days, are produced specially for you as soon as you place your order. Due to this custom production process prepared with care just for you, the delicate fabric structures, and the nature of one-night use, we unfortunately cannot accept returns for these elegant pieces. However, making sure you look flawless on your big day matters more than anything to us! That is why we are happy to offer size and model exchanges for our evening dress styles, so you can feel completely comfortable and your outfit fits you perfectly. 🤍

• Are returns or exchanges available for my international order?

  Due to customs and long logistics processes for international orders, we unfortunately do not offer a direct exchange option. However, you can return your products to us within 14 days from the date you receive them. For international returns, the shipping fee is the responsibility of our customers. To help your return reach us safely, you can send it to our logistics center in Germany:

  Address: Bonitura Shop, Hanauerlandstr 1-5, 60314 Frankfurt am Main - Deutschland 🇩🇪

• Can I exchange or return an item I purchased from the website at a store?

  Because the stock and infrastructure systems of our website and physical stores operate differently, we cannot process returns or exchanges for online orders at our stores. But do not worry, we will not make you go all the way to a store! 🥰 To help you in the fastest and most practical way, you can easily complete your process through our website from wherever you are. Simply create your request from My Account and send the product back to us; our online team will complete your process with care and speed. 🤍

• What should I do if there is a defective/faulty product in my order?

  First of all, we are truly sorry that you experienced this! 😔 Since the very first day of Deniz Butik, our biggest priority has been making you 100% happy. We prepare your orders with great care, but if a small flaw was missed, making it right is our responsibility. You can shop with complete peace of mind:

  • Completely Free Return: You can return the faulty/defective product to us completely free of charge within 14 days from the date you receive it.
  • Very Practical Process: Simply visit our Easy Returns Page, fill out the form, and select "Faulty/Defective Product" as the return reason.
  • Careful and Fast Processing: As soon as the product you send reaches our warehouse, our team carefully completes the necessary quality and content checks and quickly carries out your return approval within our standard return process. ✨
• What should I do if the product delivered to me is different from the one I ordered?

  First of all, we are truly sorry that you experienced this mix-up! 😔 Since the very first day of Deniz Butik, our biggest priority has been making you 100% happy. We make the process as easy as possible for you:

  • Completely Free Return: If you receive a product different from the one you ordered, you can return it to us completely free of charge within 14 days.
  • Very Practical Process: Simply visit our Easy Returns Page, fill out the form, and select "Wrong Product Received" as the return reason.
  • Careful and Fast Processing: As soon as the product you send reaches our warehouse, our team completes the necessary checks and quickly carries out your return approval. ✨
• Products/accessories are missing from my order. What should I do?

  Making sure your order reaches you complete, flawless, and in perfect condition is one of the things we care about most! 📦 If you notice that a product or an accessory that completes your outfit is missing when you open your package, do not worry:

  • If the Shipping Package Is Damaged (Torn, Crushed, etc.): When receiving your package from the courier at the door, please make sure to check whether there is any opening, tearing, crushing, wetness, or similar issue on the package. If the package is externally damaged and the items inside are missing because of this, it is very important to contact the relevant shipping carrier within 7 days and have a "Damage Assessment Report" prepared so that the legal process proceeds in a way that protects your rights.
  • If the Shipping Package Is Undamaged but a Product/Accessory Is Missing: If your box has no damage but a piece or accessory is still missing, you can quickly write to us through our WhatsApp support line with your order details and the details of the missing item, or send an email to [email protected]. Our team will carry out the necessary checks and will be happy to help you! ✨