“Ordered a t-shirt on 16th July and has not been delivered as of 29th July (order number #1383).
I emailed the support email address on 24th July but received a bounce back email saying that the email cannot be delivered.
Unfortunately looks like I’m out of pocket.
Avoid!”
Thank you for your feedback Ruth.
There is an intuitive size guide on our website that enables you, or the person you buying for, to put in there respective sizes and expectations of the product being purchased, this will always produce an accurate recommendation which helps ensure you receive the right size first time.
The tool can be found on our product page under 'what is my size'
Thank you for your review Darryl Redwood.
Feedback is important to us as a business, so more context to your review would be helpful, clarifying which of the materials didn't meet your expectation, especially as this is not common feedback we receive.
“Absolutely unreal clothing, all of it. Some of the best in the game. T-shirts are unreal and essential for a night out as well. Shipping time is second to none also. Thanks guys!”
“Have returned 2 x orders to them using their portal and following the instructions with no further reponse. I have now checked the portal and it’s showing as returns are outside of the returns window, despite it taking nearly 4 weeks to come through the post (I appreciate this was due to postal strikes) However I am sure how I can be held to 35 days when almost all of that time was taken up on delivery.
Have tried to contact them on several occasions with no response”
Thank you for your review Stuart.
As advised on numerous occasions, the delay to receiving your orders was down to Royal Mail Industrial strike action, something we unfortunately had no control over.
For information, the returns window of 35 days commences once the order has been fulfilled, meaning, the 35 days you have to return your items starts from the day we send the parcel to you and not from the day you place your order.
On your returns, we issued two separate correspondence to you, firstly on the 4th January, this was an email confirming receipt of your return and confirmation the return had been processed, for your records, this email was issued at 11:58am.
Secondly, you contacted us on Friday 13th at 16:24 chasing an update on your return, despite return confirmation being issued on the 4th January as outlined above. We responded to your email on the 13th of January at 18:12 advising of the situation and confirming your return had been processed 9 days previous to your enquiry on the 4th January.
In summary, your review is not factual, you contacted us once, on the 13th January chasing a response to an email we had already issued and once again, we responded to your enquiry well within our 24 hour service level agreement.
“I have been seriously disappointed with the service from Denevos. Getting updates on my order has been difficult, I have a cancelled order that is yet to be refunded since November 2022. Been a bad experience and I will recommend Denevos improve its customer care. Can't recommend to anyone with such poor service.”
Thank you for your review Praise, despite it being totally inaccurate.
Your original order was placed with a debit card registered in Canada but with delivery to Nigeria, it was cancelled immediately due to a fraudulent flag by Shopify and no funds were exchanged, therefore no funds to return.
You will note that we have emailed you several times advising of your tracking ID and order details for your most recent order which is being shipped to Nigeria. You will note that we advised 5 to 7 working days delivery, therefore emailing the following day asking where your order is seems a little unfair considering we have given you advise on the timings of the delivery.
Secondly, your original order was flagged to us as fraudulent, it was cancelled immediately and you received notification. Again, an email exchange confirming all of this information has been exchanged so your review is false, inaccurate and not a statement of the truth.
On the basis of our experience in dealing with your enquiry and the delivery to Nigeria, the fraudulent transactions and countless hours spent chasing customs for your order we’ve made a decision to no longer ship any products into Nigeria with our current delivery arrangements.
“Great company who kept me updated either with delivery times and when I returned a few items to swap they notified me they were out of stock and would either send me other items or refund cash. Definitely will order again from these guys”
Thank you for your review Chris.
Apologies once again for the delay with receiving your order, the Royal Mail strike action really caused significant issues with our delivery timeframes. Once again, thank you for your understanding.
I really hope you like the products we sent you as a replacement, you're officially our first customer to be in receipt of our new collection.
“I have no idea about the quality and style of this item, as you have still failed to deliver, after ordering ordering over four weeks ago. You're lucky to even get one star”
Thank you for your review Rich.
Unfortunately, upon placing your order you failed to provide a correct delivery address.
This was rectified by our customer services team as we identified the issue via the tracking information we provided.
The delivery of your items was attempted on two separate occasions and failed due to nobody being at the property to accept the items.
We have since rescheduled your delivery, at our cost, and this is out for delivery and we have provided you the updated tracking information.
We hope you enjoy your items but would ask in future, when leaving a review, ensure it is factual and representative of the actual events.
We cannot be held responsible for customers who place an order with us but fail to correctly input their delivery address.
Thank you for your review.
Looking at our warehouse records we can see that the following items were fulfilled:
White Polo Shirt (XL)
Black Jacket (XL)
Marine Blue Polo Shirt (XL)
If you have received items not included in the list above please notify our customer services team in the first instance so we can investigate and resolve the matter as this review is the first we are hearing of any issues with your order. The email is support@denevos.com
Thank you for your review.
Looking at our warehouse records we can see that the following items were fulfilled:
Warm Sand Polo (L)
If you have received items not included in the list above please notify our customer services team in the first instance so we can investigate and resolve the matter as this review is the first we are hearing of any issues with your order. The email is support@denevos.com
“Honestly the best fitting trousers I’ve ever purchased. Already bought another two pairs, one for myself and one for my brother. Amazing quality and the best fit ever.”
“Introduced by a friend who recommended the trousers. Bought a pair and they are out of this world. Struggle to find trousers that are a suitable fit and the trousers from Denevos do exactly that. Hoping for more colours as they are unmatched.”
Hi Richard,
Our returns policy is visible on our website and all returns can be processed through our portal within the agreed timeframe.
Having checked our logs we have received not contact from yourself regarding this concern.
Please reach out to our customer services team in the first instance (support@denevos.com) as opposed to marking a review that is not factual. Your return has not been refused, we have received no contact.
