Returns & refunds

SHIPPING INFORMATION

Please note that all products are shipped directly from our partners in China. Delivery usually takes 7–14 business days, but may vary during busy periods or due to customs processing.

Important: Return shipments must be sent back to China at the customer’s expense.

14-DAY RETURN POLICY

We want your shopping experience to be simple and enjoyable. You have 14 days from the day you receive your order to request a return if you are not completely satisfied with your purchase.

Return Conditions

To be eligible for a return, the item must:

  • Be in the same condition as received: unworn or unused, with tags, and in its original packaging.

  • Be accompanied by the receipt or proof of purchase.

Please note: Items that do not meet these conditions, or returns sent without prior approval, will not be accepted.

HOW TO START A RETURN

Contact us:
Email info@deenessence.com with your order details and reason for return. We will provide you with detailed instructions.

Prepare your return:
Carefully package the items and include the packing slip that came with your order.

Ship your return:
Send the package back to China using a carrier of your choice. Return shipping costs are the responsibility of the customer unless the item is damaged or incorrect.

Receive your refund or exchange:
Once we receive and inspect your return, we will process your refund or exchange within 5 business days.

SPECIAL SALES & NON-RETURNABLE ITEMS

Some products may be heavily discounted or part of a special sale. Due to the significant discount applied, these items are non-returnable and cannot be refunded.

This will always be clearly stated in the product description. Please make sure to check this carefully before placing your order.

DAMAGES AND ISSUES

Please inspect your order upon arrival. Contact us immediately if the item is defective, damaged, or incorrect. We will do our best to resolve the issue as quickly as possible.

EXCHANGES

For faster processing, we recommend returning the item first and then placing a new order for the replacement.

14-DAY COOLING-OFF PERIOD (EU)

Customers within the European Union have the right to cancel or return their order within 14 days without providing a reason, in addition to our standard return policy.

REFUNDS

After inspecting your return, we will inform you whether your refund has been approved.

Approved refunds will be processed within 10 business days via your original payment method. Processing times may vary depending on your bank or card issuer.

If you have not received your refund within 15 business days after approval, please contact us at info@deenessence.com.

ADDITIONAL INFORMATION

  • Return period: 14 calendar days from the date of delivery

  • Shipping costs: Return shipping is at the customer’s expense unless the item is damaged or incorrect

  • Product condition: Items must be clean, unworn, and in original condition, including tags and packaging

  • Proof of shipment: Please keep your tracking number for any inquiries regarding lost or delayed returns

We aim to process returns or exchanges within 14 calendar days. Refunds may take up to 10 business days to appear in your account, depending on your bank or card issuer. Refunds will be completed no later than 14 days after the return process.

Please note: Returns that do not comply with this policy may be refused at the discretion of Deen Essence.