Shipping & Delivery
Do you ship internationally?
Yes. DEJOOEY ships internationally to selected countries. Available shipping destinations may vary depending on courier service availability, customs regulations, and delivery restrictions in each country.
Which courier do you use for international shipping?
International orders are currently shipped through EMS or another available international courier service. The available shipping method may vary depending on the destination country, parcel size, product type, and delivery conditions.
How long does international shipping take?
Estimated delivery times are shown during checkout or provided after shipment. Please note that international delivery may be affected by customs clearance, local courier processing, public holidays, or destination country conditions.
How can I track my order?
Once your order has been shipped, you will receive a tracking number by email. Tracking information may take some time to update after the parcel has been collected by the courier.
Can I change my shipping address after placing an order?
Shipping address changes may be possible only before the order has been prepared for shipment. Once packing or shipping has begun, address changes may no longer be available. Please contact us as soon as possible if you need to request an address change.
Orders
When will I receive my order confirmation?
After your order has been successfully placed, an order confirmation email will be sent to the email address entered at checkout. Please check your spam or promotions folder if you do not receive the confirmation email.
Can I cancel my order?
Order cancellation may be possible only before the order has been prepared for shipment. Once the order has entered the shipping process, cancellation is no longer available. After delivery, eligible items may be returned according to our Return Policy.
Can I change an item in my order?
Once an order has been placed, item changes, color changes, and quantity changes may not be available. If the order has not yet been prepared for shipment, you may request a cancellation and place a new order.
How do pre-orders work?
Selected DEJOOEY pieces may be available by pre-order. Pre-order items are produced or prepared after the order period closes. The estimated shipping schedule will be stated on the product page or order page. If your order includes both in-stock and pre-order items, they may be shipped separately or together depending on the preparation schedule.
Payments
Which payment methods do you accept?
Available payment methods may include major credit cards, Apple Pay, and PayPal, depending on your country and checkout environment. The payment options available to you will be shown at checkout.
What currency will I be charged in?
Prices may be displayed in the currency selected on the website or available for your region. Your card issuer or payment provider may apply exchange rates, foreign transaction fees, or additional processing fees according to their own policies.
Why was my payment declined?
Payments may be declined due to card issuer approval, incorrect billing information, security checks, insufficient balance, or payment provider restrictions. Please check your payment details or contact your card issuer or payment provider for further assistance.
Returns & Exchanges
What is your return policy?
Eligible items may be returned within 30 days of receiving your order. Items must be unused, unworn, and returned in their original condition, with all tags, dust bags, packaging, and accessories included. Returns must be requested and approved before the item is sent back.
How do I request a return?
To request a return, please contact DEJOOEY with your order number, email address used for the order, and reason for return. Once your request is reviewed, we will provide return instructions. Items returned without prior approval may not be accepted.
Who pays for return shipping?
For returns due to change of mind, size preference, color preference, or other customer reasons, return shipping fees, duties, taxes, and related charges are the customer's responsibility. If the item is confirmed to be faulty or incorrectly shipped, DEJOOEY will review the case and provide further instructions.
Can I exchange an item?
Direct exchanges may not be available for international orders. If you would like a different item, color, or size, please return the eligible item according to our Return Policy and place a new order.
When will I receive my refund?
Once the returned item has been received and inspected, the refund will be processed to the original payment method. Refund processing time may vary depending on your bank, card issuer, or payment provider. Original shipping fees, duties, taxes, and payment-related charges may not be refundable.
What should I do if I receive a faulty or incorrect item?
Please contact DEJOOEY with your order number and clear photos of the item, packaging, and issue. We will review the information and provide instructions based on the condition of the item and order details.
Duties & Taxes
Are duties and taxes included in the product price?
Duties, import taxes, customs clearance fees, and local charges may vary by destination country. Unless otherwise stated at checkout, these charges are not included in the product price and may be collected by the destination country or courier upon delivery.
Why do I have to pay customs fees?
International orders may be subject to customs duties, import taxes, or local fees according to the laws and regulations of the destination country. These charges are determined by local customs authorities and are the responsibility of the recipient.
Can DEJOOEY estimate my customs duties before ordering?
DEJOOEY cannot guarantee the final amount of duties, taxes, or customs-related charges. For accurate information, please contact your local customs office before placing an order.
Product & Care
Where can I find product details?
Material, size, origin, care instructions, and product details are listed on each product page. Please review the product information carefully before placing your order.
Are DEJOOEY products handmade?
Some DEJOOEY pieces include hand-finished details, natural materials, or individually assembled parts. Slight variations in texture, grain, color tone, or finish may occur depending on the material and production process. These are part of the character of the piece.
How should I care for my DEJOOEY item?
Please follow the care instructions provided on the product page or care guide. Leather, fabric, raffia, metal, and decorative parts require different care methods. Keep the item away from excessive moisture, direct sunlight, heat, friction, and chemical products.
What should I do if a decorative part becomes loose?
Please contact DEJOOEY with your order information and clear photos of the item. We will review the condition and guide you through the available care or repair options.
Stock & Restock
What should I do if an item is sold out?
If a product page offers a restock notification option, you may enter your email address to receive an update when the item becomes available again. Some seasonal or limited pieces may not be restocked.
Are limited items restocked?
Limited items, pre-order items, and seasonal pieces may be produced in small quantities. Restock availability depends on material availability, production schedule, and collection planning.
Sale & Promotion
Can I receive a price adjustment if an item goes on sale after I purchased it?
DEJOOEY does not currently offer price adjustments for previous purchases. Prices, promotions, and offers apply only during the stated promotion period.
Can sale items be returned?
Sale item return eligibility may vary depending on the product and promotion. If an item is final sale, this will be stated on the product page or checkout page.
Can I use more than one discount code?
Discount code availability depends on the promotion. Some discount codes cannot be combined with other offers, sale prices, or limited promotions.
Account
Do I need an account to place an order?
You may be able to place an order without creating an account. Creating an account allows you to view order history and manage certain account details.
How can I reset my password?
Go to the account login page and select "Forgot password?" to receive password reset instructions by email.
Can I change the email address on my account?
Account email changes may not be available in all cases. If you need assistance, please contact DEJOOEY with your account information.