Refund policy

If something is not right, we take it back. You have 30 days from delivery.

The item must come back unworn, unwashed and unused, free of stains, odours, perfume, deodorant and animal hair, with all original tags still attached and in its original packaging. Footwear may be tried on indoors only and must come back with the original shoe box undamaged, packed inside an outer box. Sunglasses must come back with the case, the cloth and the protective film intact. Fragrances must come back in the sealed box with the protective film intact and the bottle unopened. Sets can only be returned in full.

Every return is checked individually on arrival. We reserve the right to refuse any return that does not meet these conditions. Refused items are sent back to you at your cost. We tell you the amount before we ship and send the parcel only once you have confirmed it. For customers in the EU, EEA, UK and Turkey, the statutory right of withdrawal below applies during the first 14 days, regardless of these conditions.

How to return

Email us at support@delency.com with your order number and the item you would like to return, within 30 days of delivery. We will send you the return address. Once your return is approved, you have 14 days to hand the parcel to the carrier. If the parcel is not handed over within that time, we have the right to refuse the return.

Return shipping is paid by you. Please pay the full postage. If your return crosses a customs border, mark the parcel as a returned purchase, so it clears customs without extra charges. If costs arise for us on the way back, we offset them against your refund.

Send the parcel with tracking and keep your proof of postage until your refund is complete. For a return under our voluntary 30 day policy the parcel travels at your risk until it reaches us. If you are withdrawing under the statutory right of withdrawal, the parcel travels at our risk once you have handed it to the carrier.

How to pack your return

Fold the item as it arrived and use the original packaging with a sturdy outer bag or box. Do not tape directly onto a shoe box or onto product packaging, it is part of the item and must arrive undamaged. Include a note with your order number so we can match your return right away.

Damaged or wrong item

If a parcel arrives visibly damaged, contact us within 2 business days with your order number and photos of the item and the packaging. Only within that window can we file the claim with the carrier. For all other defects, contact us within 14 days of discovery. You receive a free return label, and you can choose between repair and replacement. This applies to manufacturing defects.

Normal wear is not a manufacturing defect. This includes pilling, fading, shrinkage after washing or drying against the care label, sole wear on footwear and scratches on lenses caused by use. In the European Union, statutory warranty periods of at least 24 months apply, in some countries longer. The reporting periods above do not limit your statutory rights.

Exceptions

Fragrances are sealed cosmetic products. Once the protective film has been removed, or the bottle has been opened or used, the item can no longer be returned or exchanged, for reasons of hygiene. For customers in the EU this is the statutory exception of § 312g (2) no. 3 BGB. So that you can try a scent without opening the full bottle, we include a sample with every fragrance order and we also sell testers separately.

Personalised items are produced to your specification and cannot be returned or exchanged. For customers in the EU this is the statutory exception of § 312g (2) no. 1 BGB.

Gift cards are excluded from our 30 day return policy and cannot be returned. Once a code has been redeemed, the redeemed amount is not refunded. Outside the EU, EEA, UK and Turkey a gift card cannot be cancelled. In the EU, EEA, UK and Turkey the statutory right of withdrawal applies for 14 days as long as the code has not been redeemed: we then deactivate the code and refund the amount you paid. Where we cancel a gift card outside that period as a gesture of goodwill, we issue store credit.

Exchanges

We exchange within 30 days of delivery, as long as the item you want is available. You do not need to place a new order. Email us at support@delency.com with your order number and the size or item you want, and we reserve it for you. The same conditions apply as for a return, and the return works like any other return.

If the new item costs more, you receive a payment link for the difference. If it costs less, we refund the difference. You pay the postage to send the original item back, exactly as for any other return. For the first exchange of an order we then ship the new item to you free of charge. For any further exchange of the same order, shipping of the new item is charged as a flat rate: Germany EUR 10.00, rest of the EU EUR 15.00, all other countries 10 to 18 USD depending on the destination. If the item you want is unavailable, we refund.

Customs and import charges on returns

This section applies when your return crosses a customs border, for example from the USA or another country outside the EU. When you send something back, mark the parcel as a returned purchase and it travels to Germany without extra charges. Customs or handling charges that arise on the way back, for example because a parcel was not declared as a return, are not covered by us and are offset against your refund.

Statutory right of withdrawal, EU, EEA, UK and Turkey

You may withdraw from your order within 14 days of delivery without giving a reason. To declare your withdrawal, an informal message to support@delency.com is sufficient. Customers in the EU can also use the "Withdraw from contract" button in the footer: enter your name, order number and email address and confirm, and you will receive the confirmation by email. Refusing a parcel or leaving it uncollected does not count as a withdrawal.

After your declaration you have 14 days to send the goods back to us. During that time you may try an item on as you would in a shop. If use goes beyond that, for example wearing it outside, washing it, signs of wear or removed tags, we determine the loss in value and offset it against your refund, § 357a (1) BGB. The full withdrawal instructions and the model withdrawal form are set out at the end of this page.

Refused or uncollected parcels

If a parcel is refused, is not collected within the carrier's storage period, or if the delivery address is incomplete or incorrect, the parcel returns to us and the carrier charges us a return handling fee. Just tell us what you would like to do. If you want the parcel sent out again, we cover the return leg ourselves and you pay only for the new shipment, as a flat rate: Germany EUR 10.00, rest of the EU EUR 15.00, all other countries 10 to 18 USD depending on the destination. If you prefer a refund instead, we deduct a flat rate of the same amount for the return leg. You are free to prove that we incurred no cost or a substantially lower one.

Refusing or abandoning a parcel does not cancel your order and does not count as a withdrawal. The order is refunded only once the parcel is back with us, less the return handling fee. If you tell us before the parcel has been dispatched, no cost arises for you.

Order changes and cancellations

If you need to change or cancel your order, contact us immediately at support@delency.com. Once your order has been dispatched we can no longer change it.

Processing

Once your return has arrived, allow up to 10 business days for it to be checked. You receive an email from us as soon as it has been approved.

Refunds

We refund within 14 days to your original payment method, in the currency of the original order. No refund fees are charged by us. Until the goods reach us or you provide proof of dispatch, we may withhold the refund. The same applies to incomplete returns. Depending on your bank or payment provider, it can take a few extra days until the amount shows in your account.

3 for 2

In our 3 for 2 offer, the lowest priced item is free. If you return the free item, no refund is issued. If you return one of the paid items, the discount is recalculated. You receive the price of that item minus the value of the free item at the time of purchase. An example in EUR: your cart contains items for 65.00 EUR, 60.00 EUR and 55.00 EUR, and the 55.00 EUR item is free. If you return the 60.00 EUR item, your refund is 60.00 minus 55.00, so 5.00 EUR. The same calculation applies in the currency of your order. If you return the complete order, we refund the full amount you paid.

Withdrawal instructions, EU, EEA, UK and Turkey

Right of withdrawal. You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days from the day on which you, or a third party named by you who is not the carrier, takes physical possession of the goods. If your order contains several items that are delivered separately, the period runs from the day you receive the last item.

To exercise the right of withdrawal, you must inform us, Dèlency, owner Birhat Shahin, Sutthauser Str. 206, 49080 Osnabrück, Germany, support@delency.com, phone +49 1551 0572574, of your decision to withdraw from this contract by an unequivocal statement, for example an email or, if you are in the EU, the withdrawal button in the footer of our website. You may use the model withdrawal form below, but it is not obligatory. To meet the withdrawal deadline, it is sufficient to send your communication before the withdrawal period has expired.

Effects of withdrawal. If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery, with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us, without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw. We will carry out the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement. We may withhold the reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods. Trying an item on is such handling. Wearing it outside, washing it or removing the tags is not.

Exclusions. The right of withdrawal does not apply to sealed goods which are not suitable for return for reasons of health protection or hygiene, where their seal has been removed after delivery. This covers our fragrances: the right lapses once the protective film has been removed or the bottle has been opened. The right of withdrawal also does not apply to goods made to your specifications or clearly personalised, which covers every item we embroider, print or otherwise personalise for you.

Model withdrawal form. Complete and return this form only if you wish to withdraw from the contract.

To Dèlency, owner Birhat Shahin, Sutthauser Str. 206, 49080 Osnabrück, Germany, support@delency.com, phone +49 1551 0572574:

I/we hereby give notice that I/we withdraw from my/our contract of sale of the following goods: ...
Ordered on: ... / received on: ...
Name of consumer(s): ...
Address of consumer(s): ...
Signature of consumer(s), only if this form is notified on paper: ...
Date: ...

Contact

Dèlency, support@delency.com, phone +49 1551 0572574