Frequently Asked Questions
HOW LONG IS SHIPPING?
UK standard shipping aims to deliver within 1-2 business days. International standard shipping aims to deliver within 5-7 business days. International express shipping delivers in approximately 1-3 business days.
WHAT HAPPENS IF I ENTER THE INCORRECT ADDRESS AT CHECKOUT?
A special reminder has been put at checkout to help customers avoid this mistake. However if you entered the wrong address, please contact us immediately at firstname.lastname@example.org . If your item has not yet been dispatched, we will update the address with your preferred address. Unfortunately, once your item has been dispatched, this cannot be rectified so please make sure that you cross check at check out. In the event that the package is returned to us, we will need to charge the customer for re-shipping the item.
WHERE IS MY ORDER?
Please allow 1-2 business days for processing of your order before it is dispatched. Items in stock ship same or next business day. If you've ordered a pre-order item, it will arrive within the time frame mentioned in the product description for that particular item (usually 1-3 weeks). However, we will keep you updated and in the know every step of the way. As soon as your order is shipped, you will be notified via email. Once this happens you can track your order via the link (click the tracking number) in the shipment confirmation email.
DO YOU OFFER RETURNS?
We don't offer refunds and order cancellations are not accepted. Exchanges may be allowed however this does not include sale items.
DO I NEED TO SETUP AN ACCOUNT TO PLACE AN ORDER?
No, but you gain more by setting up an account as you can then have access to your order and shipping information.
HOW LONG DO PRE-ORDER ITEMS TAKE?
Items are placed on pre-order when there is a high demand for them but they are currently out of stock and in the process of being restocked to allow customers continue to have a good shopping experience with us. They usually arrive within a time frame of 1-4 weeks with the lower end being the usual case of waiting time. However, our aim is to get your item across to you as soon as possible. In the rare event that there are any delays, you will be notified via email. Delivery time frames may differ at this time due to covid.
HOW DO I TRACK MY PACKAGE ONCE IT'S SHIPPED?
Once your order is shipped, you will be immediately notified via email which will contain your tracking number (if you chose that option) with instructions on how to track your order.
MY ORDER HASN'T ARRIVED AND IT'S BEEN LOST BY THE SHIPPING COMPANY. CAN I GET A REFUND?
Once your package is in the possession of the delivery company, it is no longer within our control and we take no responsibilities for it. The onus lies on the delivery company to ensure you receive your package in a timely manner. Please contact the delivery company with any queries regarding your parcel.
I'VE BEEN SENT THE WRONG SIZE SLIPPERS WHAT DO I DO?
When you receive your slippers please disregard the incorrect US size showing on the sole. It is not reflective of the actual size of the slippers you received (it is a manufacturer defect). We manually ship out the correct size to each customer eg an EU 42 slippers is a US 10 however on the slippers it will say US 12 but rest assured you've received the correct size as the size shown on the slippers is usually 2 sizes above the actual size you ordered but in actuality it corresponds in length and size with the actual size you ordered
THERE'S A CUSTOMS CHARGE ON MY ORDER, CAN YOU COVER THAT?
Orders to countries in the European Union or Canada may in some cases incur a customs charge. Shopdenoa is not liable to cover these charges and the customer would have to cover them. Refusal to pay may result in the package remaining undelivered and we are not liable for the package in those instances.