Déhanche | FAQs

Accordion Section

Frequently asked questions

  • My package was lost or stolen

    Ocassionaly, carriers will mark a parcel as delivered preemptively, please allow 3 business days for your package to show past the 'delivered' notification.

    If you think your package is lost or missing, we advise you to check with the members of your household or neighbors to find out if they have received or seen your package. We also recommend you to check around your property as it is possible that the parcel was left there. Secondly, reach out to your local courier to confirm the delivery status.

    If after all this, you still cannot locate your package, please initiate a claim with UPS or DHL and then contact us at care@dehanche.com with your order number and claim number. We appreciate your patience as it could take a few weeks to get fully solved.

    Please allow us time to review and investigate your request with our business partners. Please note that, in accordance with standard courier protocols, this investigation period may range from 8 to 10 days, potentially longer during peak seasons.

    We always recommend that you ship to a secure delivery address, preferably one where someone is available to receive your package directly.

  • What should I do if my order was damaged in transit?

    Déhanche ensures that all items undergo a quality check before being sent out to our customers. Any damage incurred in transit that is visible before the package has been opened should be reported to our customer service immediately care@dehanche.com

  • I want to place an international order, will I have to pay taxes and duties upon delivery?

    All taxes and duties are calculated and paid for at the time of checkout, we believe that there shouldn;t be any surprise costs upon deliver - If DHL contacts for any additional payments, please reach out to us at care@dehanche.com

  • Returned to sender/ refused packages

    Orders refused or deemed undeliverable by DHL or UPS will be returned to Déhanche. The shipping carrier will attempt to contact you before marking ‘return to sender’. Customers who still want to receive the package must pay for a new shipping label. Only once the package has been returned to our warehouse can we dispatch a new order.

  • Can I receive a price adjustment?

    Unfortunately, we do not offer price adjustments on previously purchased items.

  • Preorders

    When you reserve an item from Déhanche, not only do you secure limited stock before it runs out, you also help make our production process more sustainable. We aim to produce only what we can sell, and as a result, make fewer, high-quality items

    Full payment is due at checkout to ensure your size and style of a preorder item. This also ensures that your order will be shipped out first when items arrive at our warehouse.

    Any orders that have in-stock items and preorder items will be partially shipped with the available stock. As we receive inventory for items on preorder, we will ship those out separately.

    The estimated ship date is on the product page, your order page, cart, and checkout. We’ll send you a shipping confirmation email when your pre order ships.

    Please email care@dehanche.com if you need to update your shipping or contact information.

    All pre-ordered items follow our standard exchange and return policy

  • Can I change my delivery address?

    If you need to make changes to your delivery address, please contact our care email straight away care@dehanche.com

    They can make any adjustments as long as the order has not been dispatched yet. Once it has been dispatched, we cannot make any adjustments to your order.

  • Can I change my order once it’s been placed?

    If you need to make any changes to your order, please contact our care email straight away, care@dehanche.com , they can make any adjustments as long as the order has not been dispatched yet. Once it has been dispatched, we cannot make any adjustments to your order.

  • Can I redirect a shipment?

    We dispatch to the address provided at the time of checkout, unfortunately, once a package leaves our warehouse, we are not able to make any adjustments. You will receive a tracking number at the time of shipment and are welcome to contact UPS to make any delivery changes.

  • What currency are your prices in?

    Déhanche displays and collects payments in the local currencies of select countries. To view or change your currency, click “Shipping to“ and select your country.

    If your payment card is registered with a different currency than the currency selected at checkout, your bank will convert the price using their exchange rate.

    Note: Many banks collect a conversion fee for handling transactions in another currency. Déhanche is not responsible for any fees.

  • I've received an incorrect item, what do I do?

    Please contact care@dehanche.com with your order number, and a photo of the product you’ve received as well as the size of the product you’ve received.

  • Custom Belt Inquiries

    Custom belts require a lead time of 12-14 weeks.

    For all custom belt inquiries, please reach out to care@dehanche.com with the following information:

    The style you’re interested in

    Waist measurement

    Hip Measurement

    Measurement where you will most consistently wear your belt

    Would you rather have more overhang of the belt tip when the belt is buckled, or less overhang

    All custom belt sales are final, we do not accept returns or exchanges for custom belts.