CUSTOMER SERVICE
CUSTOMER SERVICE HOURS
Monday – Thursday: 10am – 7pm
Friday: 10am – 14:30pm
Email: info@deyanera.com
Phone: 00302310234526
Customer service is predominately email based. Please allow up to 1 business day for your inquiry to be addressed. Customer service associates are not available on national holidays or weekends.
SHIPPING & PROCESSING
ORDER PROCESSING
Orders placed before 11am are typically shipped out the same business day. Any orders placed after 11am will be shipped the following business day (this includes orders with expedited shipping). Each order is subject to product availability. Customer Service will reach out via email in the event that any item(s) are unavailable. Once the package has shipped, you will receive an automated email containing tracking information.
Please note that we do not process or ship orders on weekends or holidays, and we cannot ship to P.O. boxes. Signature upon delivery is not required. Please contact DHL or Customer Service if you would like to add a required signature to your delivery.
DOMESTIC SHIPPING METHODS
DHL Express: delivers 1-5 business days after processing.
DHL Express Next Day Air: delivers the next business day after processing.
Important: all orders placed after 11am EST will be shipped the following business day; this includes orders with expedited shipping. We do not currently offer Saturday delivery.
MODIFICATIONS/CANCELLATIONS
Orders cannot be modified after they have been submitted. If you wish to cancel your order please send an email as soon as possible to info@deyanera.com. We will make every effort to accommodate your request, however, there may be some instances where we are unable to cancel your order before it ships. If your order has already shipped out, our normal return policy will be in effect.
LOST/STOLEN PACKAGES
If your tracking information shows that your package was delivered, but you have not received it, please contact Customer Service at info@deyanera.com . Note: we do not take responsibility for lost/missing packages that show successful delivery to the order address.
INCORRECT/DAMAGED ORDERS
In the unlikely event that your order is processed incorrectly or your item(s) arrived damaged, please email us as soon as possible at info@deyanera.com to let us know. We ask that you send over photos of the incorrect/damaged merchandise for our reference.
For domestic orders containing incorrect/damaged items, we are typically able to refund or replace the order at our expense. Note: Deyanera.com does not take responsibility for damaged items purchased through third party retailers.
ORDERING & PAYMENT
ORDER STATUS
You will receive an automated confirmation email after your order has been submitted, and a second automated email containing tracking information once your order has shipped. If you do not see these confirmation emails in your inbox, try checking your spam or trash folder. All automated confirmation emails will be sent to the email address provided on the order.
If you were logged in to your customer account while placing the order, you may also check the order status by logging into your account and clicking the “Order History” tab. Note: registered customers who were not logged in when the order was submitted will not see their order on the “Order History” tab.
PAYMENT METHODS
Deyanera.com accepts the following payment methods:
Credit/Debit cards: Visa, MasterCard, Maestro, Discover, Diners
MasterPass
PayPal
Deyanera.com does not accept checks, cash or orders taken over the phone. Only one method of payment can be accepted per order.
INTERNATIONAL ORDERS
INTERNATIONAL ORDERS
Deyanera.com ships internationally with the assistance of our partner, DHL Express. DHL Express allows you to see pricing in your local currency and calculates total import costs so that duties/taxes are added to your order at checkout. Note that we will not accept and cannot process any international returns, so please order carefully.
INTERNATIONAL ORDER ASSISTANCE
For international order/shipping questions, please contact DHL Express directly at DHL.com. For product-related questions, you may contact Deyanera Customer Service at Deyanera.com.
PLACING AN INTERNATIONAL ORDER
If visiting from outside of Europe, you will be automatically directed to our DHL Express site. You can also access or update your selection by clicking the flag and selecting the country to which your order will be shipped. This will update the pricing on the site to the local currency, and you can then browse the site and add items to your bag. Once you proceed to checkout, you will be directed to a secure shopping cart managed by DHL Express, from which you will complete your transaction. Once your order is submitted, you will receive an order confirmation immediately. Note that orders cannot be canceled or modified after submission.
INTERNATIONAL ORDER PAYMENT OPTIONS
Deyanera.com accepts MasterCard, Visa, Maestro, Discover, Diners Cards and PayPal. Other payment methods may be available depending on your selected country. All transactions are processed through the DHL Express payment processor. Not all methods of payment are accepted in every country, only options applicable to the customer’s respective country will be displayed at checkout. The final amount charged by your financial institution may vary slightly from what is displayed due to variations in exchange rates at the time your order is processed. Some banks and/or credit cards may charge additional conversions fees at their discretion.
INTERNATIONAL SHIPPING RATES
The shipping cost for any international order will be displayed at checkout and will depend on a few variables, including: shipping address, exchange rate, order total, and package weight. DHL Express will take sole responsibility of calculating all taxes, shipping, and duty information during checkout. These import fees will be added to the order total, and no additional costs will be due upon delivery.
INTERNATIONAL DELIVERY TIMELINE
All international shipments are first processed at the Deyanera warehouse and then shipped to the DHL Express fulfillment center, before being sent to the destination country. Estimated delivery time from the DHL Express fulfillment center to the final destination will be provided upon checkout. Please add an additional 1-2 business days to your provided shipping estimate to allow for processing at the Deyanera warehouse. Delivery time may also exceed the estimate provided at the time of checkout for rural or remote international destinations, or due to delays in customs clearance procedures.
TRACKING AN INTERNATIONAL ORDER
Once your order is submitted, you will receive an order confirmation immediately, followed by a shipping confirmation within 24 hours. This first shipping confirmation will display only the initial movement of the package domestically between our warehouse and the UPS i-parcel facility. After the package arrives to the UPS i-parcel facility, the order will be reshipped to you within 2 business days and you will receive a second shipping email containing a UPS i-parcel tracking number that you can use to track your package through your order’s journey. You can access the UPS i-parcel tracking page here: tracking.i-parcel.com. If you’ve misplaced your tracking number, please email trackmyparcel@i-parcel.com.
INTERNATIONAL DUTIES/TAXES INFORMATION
Duties, customs tariffs, and VAT are set by the local government and determined based on a combination of the country of origin/manufacturing of the goods purchased, and the classification of that merchandise in accordance with a harmonized system adopted and used by the local government. The amount of applicable duty, tariffs and taxes will vary based on the product ordered and the specific rates set by the local government. With UPS i-parcel DDP (Delivered Duties Paid), any applicable import duties/taxes will be collected during checkout on behalf of the local government.
PRIVACY
If you would like a copy of any personal information UPS i-parcel holds about you, please visit the following site: https://www.i-parcel.com/data-request-form/ .
RETURNS
RETURN POLICY
Returns may be initiated within 14 days of the order date. International orders are final sale and cannot be returned. We do not offer exchanges. A prepaid USPS shipping label will be provided after submitting a successful return request online. Initial shipping cost will not be refunded.
Returned merchandise must be unworn, with all tags and swimwear liners attached. Upon receipt of returned goods, Deyanera.com reserves the right to deny refund if the merchandise does not meet policy requirements.
EXCHANGES
We do not offer direct exchanges. Orders can be exchanged by returning for a refund, and submitting a new order. All returns policies/procedures apply; no exchanges for international or final sale orders. See below for complete returns instructions.
RETURN PROCESS
To initiate a return, the first step is creating an RMA ?? online within 14 days of purchase (see instructions below). Return shipments must be sent out within 14 days of RMA creation. After creating an RMA, you will be directed to a confirmation page containing a shipping label download link. The package can be sent to us from any USPS location. We recommend saving a photo of the label or noting the tracking number.
To track a return shipment, enter your tracking number at the following URL: http://shipment.co/tracking/Deyanera
Returns normally take up to 10-12 business days to arrive to our warehouse. Refunds are issued within about 7 business days after the package arrives back to us. All refunds are issued to the original form of payment.
We do not accept and will not process international returns.
To initiate a return, please create an RMA (Return Merchandise Authorization) online by following the instructions below:
Print label and follow shipping instructions. Make sure to note your tracking number.
RETURNS ON FINAL SALE/DISCOUNTED ITEMS
Any items noted as Final Sale cannot be returned. If you return an order that was placed at a discounted price, you will be refunded the amount that was paid at the time of purchase. Deyanera.com will not re-issue a promotional code for a discounted order that has been returned.
SECURITY
HTTPS PROTOCOL
Deyanera.com uses the HTTPS Protocol, providing a secure and private web environment to its users.
CREDIT CARDS INFORMATION
All payments made using credit/debit cards are processed through the electronic payment platform of “Alpha e-Commerce” of Alpha Bank which uses TLS 1.2 protocol encryption with 128-bit (Secure Sockets Layer – SSL). Encryption is a way of coding the information until it reaches its recipient, who will be able to decode it using the appropriate key.
ACCOUNT INFORMATION
ACCOUNT REGISTER
Registering an account offers you a safe, easy and fast way to order. It also serves as a way to track your order and view order history.
With a Deyanera.com account you can:
Check your order status and review order history
Save your shipping information for quicker checkout
Create and manage a product wish list
How to Register for an Account:
Go to “Account” at the top of the page and click “Create an Account” under the “New Customers” section. Follow the prompts to create a username and password. You only need to provide your name and email address to register an account. You also have the option to opt-in to our newsletter to receive updates on special promotions and events at Deyanera.com
Retrieving an Account Password:
Go to “Account” at the top of the page and under the “Registered Customer” section, click on the “Forgot Your Password” link. Enter the email address used to sign up for your account. We will send a link to the registered email address that will prompt you to create a new password. You will now be able to use the new password to log in to the account.
PROMOTIONS/ADJUSTMENTS
Promotions:
Sign up for our newsletter to receive email updates, which may contain promotional codes for special discounts that can be applied to your order. In order to take advantage of these discounts, you must enter the code in the specified “Discount Code” section on the “BAG” page and click “Apply.” Note: some promotional codes require customers to be logged in for the code to be applied and may not apply to sale items. Only one promotional code may be used at a time per order.
If you return an order that was placed at a discounted price, you will be refunded the amount paid. Deyanera.com will not re-issue a promotional code for a discounted order that has been returned. All promotional codes are valid during a certain time window, unless otherwise specified.
Adjustments:
We do not offer price adjustments or price matching.
SALES TAX
Sales tax will be added to orders shipping to Greece. Please note that tax calculations are based on the state and county shipping address on your order, as well as item price/classification.
For country imposing sales or use taxes, your purchase is subject to use tax unless it is specifically exempt from taxation. Your purchase is not exempt merely because it is made over the Internet. Details may be found at the website of your respective tax authorities.
CAREERS
DIGITAL MARKETING SPECIALIST
An exciting opportunity for an experienced Digital Marketing Specialist to join the Deyanera team is available. With your technical knowledge, your organizational and problem-solving skills, you will contribute to Brand Awareness by creating Social Media and Google Ad Campaigns, evaluating campaigns for their effectiveness and developing response actions to increase sales.
This is a newly established position that requires practical participation in a fast growing company in the European and American markets of Luxury products.
More specifically, your responsibilities in the position of Digital Marketing will be the following:
You will take control of digital Marketing tools. (Website performance and social media accounts, creating and managing postsl)
You create Google Ads Campaigns, Social Media Ad Campaigns and Newsletter Campaigns ensuring that every Marketing strategy is developed along the lines of Deyanera’s creative team.
Evaluate campaigns for their effectiveness using Google analytics, Facebook ads manager, Mailchimp.
SEO management and optimization.
Research and implement search engine optimization recommendations.
Utilize A / B testing and other conversion rate optimization methods.
Be up-to-date on new technologies and trends in your field and share them with others.
Interact with customers and deal with customer’s inquiries.
The ideal candidate has the following characteristics:
3 years (at least) of experience in luxury brands in the markets of Europe and America.
Bachelor Degree in Digital Marketing.
Knowledge and hands-on experience with Google Ads, Facebook / Instagram Ads, Remarketing / Retargeting, Google analytics and Mailchimp.
Experience in E-commerce.
Basic knowledge of SEO tools.
Excellent knowledge of Google analytics.
About us:
Deyanera was founded in 2018. It is a luxury-clothing label based in Thessaloniki.
Our collections are based on high quality, environmentally-friendly materials. The pieces are handmade.
Each garment is made in Europe and crafted with traditional techniques, intricate details and unique fabrics and yarns, showcasing a timeless femininity in the modern world. Deyanera appears on schedule at Paris Fashion Week and sells 2 collections a year, during the Paris main market.
Curious?
Send your application and CV to info@deyanera.com or contact Suzana Karipidou (Office Manager) at deyanera.athens@gmail.com if you have any questions about the position.
Deadline for applications is July 30, 2021.
Expected start at 1 September 2021.
We look forward to hearing from you!
CONTACT
Office Management
1 Katholikon, Thessaloniki, Greece P.C 54625
Tel.: 0030 2310234526
Showroom
1 Katholikon, Thessaloniki, Greece P.C 54625
Tel.: 0030 2310234526
General Service
info@deyanera.com
Tel.:00302310234526
Wholesale Inquiries
wholesale@deyanera.com
Art Direction (photoshooting, casting etc.)
casting@deyanera.com
Press & Fashion Show Inquiries
press@deyanera.com
Creative & Design Management
creative@deyanera.com
Office Support
info@deyanera.com
Tel.: 0030 2310234526
Online Shopping Customer Care
sales@deyanera.com
Quality Management Department
support@deyanera.com