Frequently Asked Questions
How long will delivery take?
We pack your order as soon as possible and ship it from our warehouse located in United Kingdom. Delivery is normally within 7 business days from the order date. We aim to dispatch your order within one day of your order being placed, however please note that sometimes it can take 1-2 days extra due to delays in the carrier or if our warehouse has an unusually high volume of orders.
If you have any further questions, please contact customer service.
I didn’t receive an order confirmation
If you submitted an order with us, but didn’t receive an order confirmation, it’s possible that your email address was entered incorrectly. Get in touch with us at sales@wearedesturi.com to see if we have received an order in your name. We’re happy to change the email address for you and send you the order confirmation. In other cases, the order may not have gone through, so just get in touch before placing a new order to avoid a duplicate order.
How do I return my order?
If you are not completely happy with your online purchase you can return it to us, within 30 days of receipt. Provided you comply with the terms below we will refund the price of the goods.
If the product is faulty (meaning it is not of satisfactory quality, not fit for purpose, or not as described), again you can return it to us within 30 days (longer periods may in some circumstances apply under the Consumer Rights Act 2015), and we will refund the price paid, the basic delivery charge, and the cost of packaging and postage for returning the product (please see below) to your original method of payment.
Other than in the case of faulty products, we will only accept the return of unopened/ unused products.
Please note that all Desturi parcels for online orders no longer include a printed dispatch note. Customers will still receive their order dispatch email as normal; which will include a full listing of items shipped within their order. Please keep your dispatch email safe, as this will be helpful to fill the returns note below in case you would like to return your order.
1. Package your return. All individual items (other than those which are faulty) must be in a saleable condition and returned in their original protective packaging with the barcode(s) and/or tags intact, while the outer packaging can be of your choice (i.e. box, envelope, etc.). Please note, with the exception of faulty merchandise, we cannot accept the return of products that have been opened or used.
2. Include printed and completed return slip. Our returns slip will need to be printed, completed and included in your return package to enable us to process your return. Remember to include your order number and your details, the goods you are returning and the reason through the ‘reason for return’ code. For the returns slip please email us at sales@wearedesturi.com
3. Return the parcel. Please note this is not a prepaid service, customer bears cost of returns.
4. Post it! Please make sure you return items through a traceable service for your safety. The parcel is your responsibility until it reaches our warehouse, so we strongly recommend you obtain a proof of postage, as without this we will be unable to assist you further. Please note that you will be responsible for the costs of returning the items to us unless faulty. (which needs to be pre-agreed with our Customer Service team. Please reach out to us via sales@wearedestrui.com so we can organise this for you)
When returning your purchase please allow 28 days from the day the parcel is posted for your refund to be processed or your replacement to be despatched. We will email you to let you know when your refund or your replacement order has been processed. Refunds will be processed within 7 days of receiving your parcel. It may take up to 7 days for the refund to show in your account.
How can I track my order?
You will receive an email with a tracking link as soon as your order leaves our warehouse. Just double check to make sure it didn’t land in your Junk folder, as emails sometimes end up there by accident. If you did not receive any tracking link, please contact via email at sales@wearedesturi.com
How can we help you?
Can’t find your question? Get in touch with us and we will help you!
Customer Service
What happens if I haven’t received my order?
If you haven’t received your order, please first check if you have provided us with the correct information. If you have provided correct information contact our Customer Service emailing sales@wearedestrui.com and we will help you.
If you have provided incorrect information such as address, email address or telephone number etc. Please contact our customer service as soon as possible so we can try to change your information before the order leaves our warehouse. Unfortunately if the incorrect information affects the delivery of your package and your order is already sent out before you contact our Customer Service, as a customer you’re responsible for the extra costs that may occur.
Can I place an order if I don’t live on mainland UK?
We do not ship to Jersey, Isle of Man or Guernsey at the moment.
What happens if I don’t collect my parcel?
In the event that products are returned to us due to customer failing to pick up their package, we charge a £15 fee. This covers shipping to and from you, as well as handling and restocking of products.
How will I know when my parcel has arrived?
The first attempt is always home delivery but if you’re not home the freight company will leave a note on your door with more information.
How do you ship parcels?
We utilise different shipping partners, depending on the size of your order. Once you’ve added your products to your cart, and proceeded to checkout, you’ll be able to see which service your order will ship with.
How long will delivery take?
We pack your order as soon as possible and ship it from our warehouse located in United Kingdom. Delivery is normally within 7 business days from the order date. We aim to dispatch your order within one day of your order being placed, however please note that sometimes it can take 1-2 days extra due to delays in transit or if our warehouse has an unusually high volume of orders.
What’s the cost of shipping?
The costs for shipping will be £4.95
Can I pay with PayPal?
Sure, you can pay with PayPal
Can I pay by card?
No, it is not possible to pay by Visa and Mastercard.
How can we help you?
Can’t find your question? Get in touch with us and we will help you!
What happens if I enter the wrong information?
If you have provided incorrect information such as delivery address, email address or telephone number etc. Please contact our customer service as soon as possible so they can manage to change your information prior sending your order. Unfortunately if the incorrect information affects the delivery of your package and your order is already sent out before you contact our Customer Service, as a customer you’re responsible for the extra costs that may occur.
Can I make changes to my order after submitting payment?
Unfortunately, we can’t make changes to an existing order, but if you contact us as soon as possible, we may be able to cancel the order before it leaves our warehouse. Then, after the order has been cancelled, you can go back in and place a new order with the correct items. This way, you can avoid being billed for two orders.
Can I cancel my order?
If you wish to cancel your order before it leaves our warehouse please call us immediately. However, we can’t guarantee that we’ll have enough time to cancel your order, as our packing/shipping department prides itself on getting products heading our customers’ way quickly. If you placed your order during the weekend or after business hours, please send us an email to sales@wearedesturi.com
How can I track my order?
You will receive an email with a tracking link as soon as your order leaves our warehouse. Just double check to make sure it didn’t land in your Junk folder, as emails sometimes end up there by accident.
I didn’t receive an order confirmation
If you submitted an order with us, but didn’t receive an order confirmation, it’s possible that your email address was entered incorrectly. Get in touch with us via email at sales@wearedesturi.comto see if we have received an order in your name. We’re happy to fix the email address on file and send you the order confirmation. In other cases, the order may not have gone through, so just get in touch before placing a new order to avoid a duplicate order
Want to generate your order confirmation again?
Write your email address and either your order number or the date you placed your order.
How do I know if my order went through?
You will receive an order confirmation at the email address you entered at checkout. If you have not received a confirmation shortly after submitting your order, there may be an issue with your transaction. Contact us, and we’ll get it sorted out!