FAQ


How do I place an order?

To place your order, you choose the item that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you fill in your personal information and pay for the order. Make sure to complete all steps in the payment procedure when paying so that we are able to capture the amount and ship your order.

Where can I enter my discount code?

Your discount code can be added to your cart which you will find if you click on “Go to Cart” in the upper right corner. The discount will immediately be discounted from the total sum when applying the coupon. Please note that you can only use one discount code per order.

Was my order successful?

If money has been captured from your account, the order has reached us and will be processed by our warehouse. Your order confirmation is sent to the e-mail address that you provided when placing your order. You can also see your order status if you log in to your user account. If you have not received a confirmation, please contact our costumer service.

Why can't I see my order on my account?

You need to be logged in when placing the order for the purchase to be seen on your account. You will receive all necessary order information by email even though you were not logged when placing the order.

How do I change or cancel my order?

Please contact our customer service as soon as possible in order for us to change or cancel your order before it is shipped. You can either email us or contact us by phone.

PAYMENTS

Payment methods

You can choose to pay with credit or debit cards & PayPal. Payments made with credit or debit cards are made through the payment system PayPal or Stripe. Deriwe does not directly handle any credit card numbers.

What do I do if my payment has not been captured?

If you are not able to pay with your debit or credit card, it is usually because your card is issued in another country than the one you are ordering from. Our payment system PayPal automatically blocks these transactions for safety reasons to minimize online fraud. If you are not able to pay with your card, we recommend you to try another payment method.

Information regarding VAT

When you order from a country within the EU, Hong Kong, China, Singapore or Switzerland (orders below 2 400 SEK) and Australia / New Zealand (orders below 6 000 SEK) you pay the price including Swedish VAT and no other fees are added. 

DELIVERY INFORMATION

From where are the items shipped?

Orders are shipped from Sweden. Orders within Sweden will be transported with Postnord, orders within Sweden will not receive tracking number. Orders shipped outside of Sweden: are shipped by DHL. Tracking number will be received  upon confirmation when the order is completed. 

What shall I do if the adress I entered was incorrect?

If you enter an incorrect adress when ordering, Deriwe is not responsible for that the delivery time might be longer than normal. The costumer is fully responsible for entering the correct information when ordering. We recommend all costumers to check the details before placing an order. If the costumer have entered an incorrect adress to where the product shall be delivered, it has to be changed before the order is fulfilled. The change of adress can only be done after contact with Deriwe on e-mail. Kindly enter the order number as well as the correct delivery information when contacting us on; Info@deriwe.com. 

RETURN AND EXCHANGE

Return instructions

As a customer, you have the right to return and receive a full refund of any purchased products within 30 days of receiving your order. Note that personal items will not be subject for return. Only products without monogram will be subject for return. Please note that the product must be in the exact new condition as when receiving the product. Pack the product the same way it was delivered. All returns should be sent back to the warehouse it was sent from. For instructions on how to proceed please contact our costumer service.

Exchange instructions

If you want to exchange your product, please follow the return instructions above to send your product back to us. You can make an exchange for a product of the same or lesser value. If you wish to exchange for a more expensive product, we will make a refund and notify you when it’s done. You can place a new order with the new product at any time. Please note that products with monogram is not subject of return. Only products that are ordered without monogram will be subject for return and exchange. Deriwe is not responsible for incorrect information that leads to an incorrect monogram. The costumer is fully responsible for the information provided in the order. 

Have you received my return?

You will receive an email confirming the registration of your return from our return department and your refund will reach you within 3-5 business days after that. If you haven’t received an email within two weeks from the date that you returned your package, please contact our customer service with your order and tracking number.

I have received the wrong product.

We strongly advise that you, as a customer, control that the item is correct and flawless when you receive your delivery. If you have received the wrong item or if it is damaged, please contact our customer service within 14 days.

WARRANTY AND REPAIR

What is a warranty issue and what is not?

Our warranty term is two years from the date of purchase. Our warranty covers manufacturing defects on the product itself. Other parts than the above are not covered by this warranty. To have replacement covered under this warranty performed, use our contact form on the contact us page and choose “Warranty and Repair” in the subject line. In the e-mail you need to specify your name, address, order number and a detailed description of the issue at hand.

Note that repair/replacements will be charged in the following cases, even during the warranty term:

  • Failure or damage caused by improper use or carelessness.
  • Failure or damage caused by unjustifiable repair or modification
  • Failure or damage caused by fire or water, or a natural disaster such as an earthquake
  • Esthetical changes that occur during normal wear and tear and aging (minor scratches, etc., alteration of the color on the leather)
  • In case the retail store and the purchase date are not indicated on the warranty, or if this information has been rewritten
  • If the warranty is not submitted along with the product

This warranty warrants that you can receive free replacement in accordance with the terms set forth herein and within the specified term, and shall not restrict any lawful right of the Customer.

PRODUCT INFORMATION

What is the products made of?

All products are made in high quality, genuine saffiano leather. Which is a calf skin that is being processed, which makes the leather more tolarant against scrapes and water.

Color

Please Note: The images we display have the most accurate color possible. Due to differences in computer monitors, we cannot be responsible for variations in color between the actual product and your screen. Please keep in mind we do not have control over the color accuracy of photos taken by others.

OTHER QUESTIONS

I have Instagram/Facebook/blog, can you sponsor me?

Please send an email to Collaboration@deriwe.com