FAQs

Q: How can I track my order?
A: Once your order ships, you will receive a shipping confirmation email with a tracking number. You can use this number to monitor the delivery status. Please note that Deniz is not responsible for stolen or missing packages once marked as "delivered" by the carrier.

Q: Can I change or cancel my order after it’s been placed?
A: Our fulfillment process begins quickly after your order is placed, so changes or cancellations—including address modifications—may not be possible. Please contact us at support@shopdeniz.com as soon as possible, and we’ll do our best to assist.

Q: Which countries does Deniz ship to?
A: We currently ship to the United States, Europe, and select international destinations. We do not ship to PO Boxes, APO/FPO addresses, or US Territories at this time.

Q: What payment methods do you accept?
A: We accept Visa, MasterCard, American Express, Discover, Apple Pay, Google Pay, and Shop Pay.

Q: Where does my order ship from?
A: Most orders are shipped from our central fulfillment centers located within the United States. Some items may ship directly from our partner makers in North America or Europe.

Q: Does Deniz offer gift wrapping or gift notes?
A: While we currently do not offer gift wrapping, you can include a personalized gift note with your order during checkout.

Q: How do I contact Deniz for questions about a specific product?
A: Please email us at support@shopdeniz.com and our team will be happy to provide additional details or guidance.

Q: How do I use a promo code?
A: If you received a promo code, you can enter it at checkout. Promo codes are valid for one-time use, cannot be combined with other offers, and may not apply to discounted or limited-edition items.

Q: Why isn’t my discount code working?
A: Please make sure:
- You’re using the code on your first order, if applicable
- The code isn’t being applied to sale items
- No other discounts have already been applied
If you still encounter issues, contact us at support@shopdeniz.com.

Q: What is your shipping policy?
A: Deniz ships orders Monday through Friday. Standard shipping usually arrives in 3–7 business days within the U.S. For international orders (including Europe), delivery may take 7–14 business days depending on customs and destination.

Q: Do you offer expedited shipping?
A: Yes, express shipping is available at checkout for eligible regions and items. Delivery times and fees will be shown at checkout.

Q: Will I receive multiple packages if I order from different product categories?
A: We do our best to consolidate shipments, but in some cases, your order may arrive in separate packages depending on the item’s origin or availability.

Q: What should I do if my order shows as delivered but I haven’t received it?
A: First check with neighbors or building managers. If the package is still missing, contact the carrier directly using your tracking number. For further assistance, reach out to support@shopdeniz.com.

Q: What is your return policy?
A: We accept returns on eligible items within 30 days of delivery. Items must be unused, in original packaging, and with tags attached. Customized, final-sale, or hygiene-related items are not eligible for return.

Q: How do I start a return?
A: Please email support@shopdeniz.com with your order number, the item you’d like to return, and the reason for return. Our team will guide you through the next steps.

Q: Who pays for return shipping?
A: Return shipping is the customer’s responsibility unless the item is damaged or incorrect. We recommend using a trackable shipping method.

Q: Do you offer exchanges?
A: We do not currently offer direct exchanges. If you’d like a different item, please initiate a return and place a new order separately.

Q: Do you have a physical retail location?
A: We are an online-only brand at this time and do not operate any physical retail stores.

Q: Can I return an online purchase to a physical store?
A: Since we do not have a retail store, all returns must be processed online. Please contact us at support@shopdeniz.com to begin.

Q: Do you offer gift cards?
A: Yes, Deniz digital gift cards are available for purchase on our website. You can choose from several denominations and send them directly to a recipient via email.

Q: Do Deniz gift cards expire?
A: No, our gift cards do not expire and can be used at any time.

Q: What if I didn’t receive my gift card email?
A: Please check your spam folder. If it's still missing, contact us at support@shopdeniz.com and we’ll resend it.

Q: What makes Deniz products different?
A: Our collections reflect a deep commitment to sustainability, ethical sourcing, and high-quality craftsmanship. We carefully curate pieces made from natural or recycled materials, often by independent artisans, ensuring lasting beauty and minimal environmental impact.

Q: Why are some products priced higher than others?
A: Our prices reflect:
- The use of sustainable, ethically sourced materials
- Fair wages and safe working conditions for artisans
- The time and craftsmanship that go into creating unique, long-lasting items
- Responsible packaging and carbon-neutral shipping

Q: Do you offer carbon-neutral shipping?
A: Yes. All Deniz orders are shipped with carbon offsetting through our logistics partners.

Q: How does Deniz ensure ethical sourcing?
A: We vet all our maker partners to ensure they uphold fair labor practices, avoid harmful materials, and share our commitment to responsible production and social impact.