Shipping & Exchanges

REFUNDS

ALL SALES ARE FINAL. We do not offer refunds, but we accept exchanges within 30 days of unused, unworn items. Customer is responsible for return shipping costs. Please refer to exchange program below.

HANDLING

It takes 2-5 business days to fulfill orders.* 

(Please be patient, we are a small business with a small staff)

Once an order is placed, it will be processed. If you receive an email confirming your order, it is in our system and being processed. Please make sure to read the information below about shipping time.

*Excludes pre-orders, check the product’s page to see estimated ship out dates.
 

SHIPPING 

US ORDERS:
USPS: 2-7 business days      // Clothes & Harnesses
UPS: 2-7 business days        // All domestic shoe orders (+additional items) will be sent by UPS
INTERNATIONAL:
USPS: 2-6 weeks (subject to change according to country)
We are not responsible for customs fees placed on international orders.
 
APPROXIMATE SHIPPING COST
US ORDERS:
USPS:
1 lb & Under    //       $6
1-2 lbs            //       $12
2-3 lbs           //        $15
3.5 lbs+         //        $17+
INTERNATIONAL
1 lb & Under    //       $15
1-5 lbs            //        $50
5-10 lbs+        //        $60

Harnesses are approx. 5lb   //   Clothes are approx. 1lb   // Shoes are 3-5 lbs a pair.

We are not responsible for customs fees placed on international orders.
In some circumstances the shipping cost is less than our estimated shipping cost. If paid amount is excessively more than shipping cost than we will refund the difference. This is typically for international or large orders.

Please note: Once your order has been shipped, we are no longer responsible for shipping. Check your tracking number to estimate time of arrival. If you are not home for delivery, we are not responsible. Please make sure to be available for your packages delivery or arrange a pickup with your local post office (through shipping carrier). If you live in a location that is not safe for deliveries, please find another location to have your item shipped to. If your package is lost or has been returned to sender, please email us. If your package is stolen, we are not financially responsible.
 

PRE-ORDERS

If you have purchased an item on "pre-order" this means that it is in the process of being made. Pre-orders’ estimated ship out dates can be found on the product's page. You will receive tracking information as soon as your item is prepared to ship. If there are any foreseen delays in production of your item you will be notified by email.  
If you purchase ready to ship items along with your pre-order, your order will be fulfilled when pre-order is ready.

EXCHANGES

Instructions to our easy exchange process:

STEP 1

Ship your Return Package to:

Deandri Exchanges

213 N. Reno St.

Los Angeles, CA 90026 

You are responsible for your own shipping label. Your Item must be in brand new condition, meaning unworn and unused.

*Please read all instructions before shipping*

STEP 2

Log into your account to request a return, please include your tracking number.

STEP 3

Once we receive your returned item, you will receive store credit on your account and be notified by email. 

 

F.  A. Q.

Please read below info before emailing, we will disregard all emails that are redundant.

Do you take returns/exchanges?
We do not offer refunds, but we now accept exchanges following our new program. 
 
Can I cancel my order?
We do not cancel orders for refunds. Exchanges and store credit are available.  
 
When will my pre-order ship?
If your item is on pre-order that means it is in the process of being made. Estimated ship out dates are provided on the product's page. You will be notified if there is a delay in production process.
 
I'm an international customer. Can the cost of my order be lowered to avoid customs fees?
We cannot lower the dollar amount on international orders in order to avoid customs fees. Neither do we cover or are we responsible for customs fees placed on international orders.
 
You are out of stock on an Item I want, when will you restock?
Depends on the item. Some products are restocked regularly, and some are more sparse. Harnesses are restocked consistently, clothes depend on demand, and shoes are less often. If an item is sold out, fill out the 'notify me' form on the product's page to be notified when it will be restocked. (This will help us also know what items are in demand).

Do you possibly have my item in stock?
Check our eBay account www.eBay.com/usr/deandri

Which shoe styles are available?
A full list of styles are available on the top of the Shop's Shoe page. Click the picture of a style and it will take you to all the colors available.

I don't see my size?
Our full stock is online. We will not respond to emails regarding this subject. Please fill out form on product page to be notified when item will be back in stock). We now make sizes 2XS-5XL Womens and XS-3XL Mens clothing. Some of our older styles only go up size XL. We make sizes 5-12 Womens and 8-12 Mens shoes. 

Can I order custom Shoes, Clothing or Harnesses?
We are not currently taking custom orders.

My Item has broken, will you repair or replace it?
Depends on the situation. Please send us an email with a photo, your location, your receipt and size to inquiries@deandri.com

If you retrieve a garment from the dry cleaner only to discover that dye transfer has ruined it, the best thing to do is return it to the dry cleaner immediately. Not only is the cleaner responsible for the dye transfer, but he or she is much more likely to be able to successfully remove it.

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