faq

FREQUENTLY ASKED QUESTIONS

Welcome to DEREKDE. Below are answers to some of the questions our customers ask most often.

How can I contact you?

You can email our customer support team at theodricbrand@outlook.com. Our business hours are Monday - Friday, 9:00 AM - 6:00 PM (EST). We normally reply within 24 hours.

How long does order processing take?

Orders are usually processed within 1-3 business days after payment is confirmed. Orders are not normally processed on weekends or public holidays.

How long will delivery take?

Estimated delivery times are:

United States: 5-12 business days
United Kingdom: 5-12 business days
European Union: 7-15 business days
Other international destinations: 7-20 business days

These are estimates rather than guarantees. Carrier delays, customs, weather, holidays, and incorrect address information may affect delivery.

How can I track my order?

If tracking is available, we will send a shipping confirmation email with tracking details after your order has shipped. Tracking updates may take a few days to appear.

Can I change or cancel my order?

Please email theodricbrand@outlook.com as soon as possible. We will try to help, but we cannot guarantee changes or cancellations after an order has entered processing or shipped.

What should I do if my address is incorrect?

Contact us immediately at theodricbrand@outlook.com. Customers are responsible for providing complete and accurate shipping information. We may be unable to change an address after an order has shipped.

What is your return policy?

We accept eligible return requests made within 30 days after delivery. Items must be unused, in their original condition and packaging, and accompanied by proof of purchase. Some products may not be returnable for hygiene, safety, customization, or other reasons. Please review our Return and Refund Policy for full details.

What if my item arrives damaged, defective, or incorrect?

Please contact theodricbrand@outlook.com as soon as possible and include your order number, a description of the issue, and clear photos where relevant. We will review the issue and work with you on an appropriate solution.

When will I receive my refund?

After an approved return has been received and inspected, refunds are normally issued to the original payment method within 10 business days. Your bank or card provider may need additional time to post the refund.

Will I need to pay customs duties or import taxes?

International orders may be subject to customs duties, import taxes, VAT, or other local charges. Unless clearly stated at checkout, these charges are the customer's responsibility.

Still need help?

Email us at theodricbrand@outlook.com, and include your order number if your question relates to an existing order.