Our Customer Commitment
At DVN Co., our main and most important goal is to serve our loyal customers and clients. We strive to be the best in the industry with the highest quality Masterpieces and we always want you to love everything you have purchased, but if something does not work out, know we’re here to help. We will do everything we can to try and make it right!
Our Quality Commitment
All items are thoroughly inspected after production, but sometimes we miss something. Please look over your order as soon as you get it in your hands. If you believe you've received a damaged or defective item, please do not hesitate to reach out to our customer service team at firstname.lastname@example.org with your full name, e-mail, and Order ID#. We want to handle defective/damaged items as quickly as possible, thus, you have to let us know about such items within 3 business days of receipt of your order. Your item will be replaced free of charge. If you were sent incorrect items or are missing items from your order, please contact our customer service team as soon as possible so we can get that mishap sorted out for you! You'll NEVER be responsible for shipping for wrong or defective orders.
Check here for commonly asked questions about our order processing.
Due to COVID, please allow processing times up to 10 business days. If ordering for Christmas, all orders placed by the Dec. 18th deadline will ship, excluding backorders unless they are able to be fulfilled.
Under normal circumstances, please always allow up to 4-5 business days for orders to process (for example, if you order on Monday, your order should ship any time by the following Monday). This is excluding custom orders and pre-orders/backorders, regardless of the shipping option selected at checkout. This period can be extended during high-volume seasons (for example, but not limited to: Black Friday and Christmas).
We ship during the business week (Monday through Friday) and SOMETIMES Saturday, but we do not guarantee to ship on weekends and holidays. Please note, we cannot guarantee Saturday delivery, even if your shipping is upgraded to express. In some cases, we ship orders the same day, but this cannot be guaranteed.
It's important to know that MOST pre-orders take 5-8 weeks to fulfill. Why? After your payment, we make the garments from scratch just like custom orders. So first, check your order confirmation and see if the item has "preordered" or "backordered" near it.
If not, is your order customized? If it is, it can also take 6-8 weeks to fulfill.
Lastly, if it's neither of those, it's pretty plausible that we've unfortunately made a mistake on our end. Contact us at email@example.com if there seems to be an issue with your order.
We allow a small window of 1 hour to make changes to your order via your order status page. After this time passes, no changes are able to be made on your order.
Check here for common q&a about our shipping policy.
Orders placed with DVN can be anywhere within the U.S. and to military bases worldwide.
This depends on processing times. However, we guarantee to ALWAYS ship your orders within a 2-3 day delivery method via USPS Priority Mail, UPS, or FedEx.
Returns and Exchanges
Check here for common questions about our returns and exchange policies.
When you return a Masterpiece, with limited exceptions, returns are refunded via store credit in the form of a DVN E-Gift Card. It's important to know that shipping fees are nonrefundable and DVN does not issue store credit for the original shipping charges. Therefore, the store credit will not include shipping.
Customers wishing to return items for store credit must make the return request via our Returns Portal within fourteen (14) days of delivery.
To learn more on our returns policy, read here.
No. Unfortunately, shipping is non-refundable.
Our return policy lasts 14 days after delivery. If 14 days have passed since your order delivery, unfortunately, we can’t accept the return.
Unfortunately not. At DVN Co., we’re constantly bringing in new merchandise, but in limited quantities. Thus, we do not perform exchanges on any merchandise. In addition, we cannot put any merchandise on hold. If you would like to return an item for a new item, please follow normal return procedures to send the merchandise back to our facilities. We will issue you a store credit or refund once we've received and processed your return. In this way, you may use the credit towards another purchase for your desired item. Store credits do not expire.
To keep best practices and guarantee cleanliness for all customers, all jewelry and bodysuits are non-returnable and non-refundable. No exceptions can be provided for any of the aforementioned items.
Check here for common questions about our refunds.
Under the special circumstance that a refund is granted, a credit will automatically returned to your ORIGINAL method of payment or store credit, within 5-7 business days. Refunds cannot be applied to a different payment method under any circumstances.
For late or missing refunds, If you haven’t received a refund yet, please first check your bank account again periodically. Then contact your credit card company or bank, as it may take some time before your refund is officially posted. Or next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
All sales are FINAL for items that were marked down on sale. Only regular priced items may be refunded. No exceptions can be made.
Common General Questions
Check here for common asked questions about purchases with us.
Great question! The first thing is to ensure that you're outside of the processing window of 3-5 business days. If you are, we get why you're here! Second step, check and see if you ordered a preordered or backordered item. If you did, it's important to know that MOST pre-orders take 5-8 weeks to fulfill. Why? After your payment, we make the garments from scratch just like custom orders.
Most will pre-orders take 5-8 weeks to fulfill since we make the garments from scratch, just like custom orders, SPECIFICALLY for you. Once you make a preorder, raw fabric is somewhere being cut and sewn with you in mind.
If you tried to purchase with a debit card, these funds are usually captured by your bank to process your transaction, but the transaction is only pending. When this happens, your funds are in cyberspace of the funding galaxy waiting for a place to call home, which in this case is it's original place - your bank account.
Because the transaction didn't go through, we don't have the capability to capture the funds on our side. So basically, these funds cannot be captured nor refunded by us, as - in short - we don't have your money to do so.
Your bank will pull your funds back in within 3-5 business days when they see the payment was not captured on our side.
First, confirm that the transaction actually went through. If you received an error message of any kind, the order didn't process and it's best to refer to the above question.
If you did receive an order confirmation, via your browser history, try to go back to the order status page (which is the automatic place after a successful order). On this page, make sure the email address is correct and an email that you have access to. If you used the wrong email address and you don't have access to it, contact us at email@example.com. However, it's important to know that we do not have the ability to apply a prior order to another account. Therefore, if you have two accounts, we can't move those orders between accounts, nor to a new account.
Check here for commonly asked questions about purchasing custom items with us.
Items customized in any manner are non-returnable and non-refundable. Because your item was made from scratch for you, there are zero exceptions for customized items.
Refunds are not given on late orders except under extreme circumstances. DVN is not responsible for late, damaged, lost, or stolen packages that occurs while in the possession of the mail carrier nor after the delivery of such. We are also not responsible for incorrect addresses.
We understand that your items are special to you and we aim to always please and deliver. But in the event that we fall short, we will work with you for a fair solution for both parties. Do know, full refunds cannot occur under any circumstances.
At DVN, all Masterpieces are originally manufactured. Every single custom order is ALWAYS made from scratch from raw fabric. You may wonder if we sell a custom jacket, do we just take a jacket from inventory and embroider it?
🗣NO! We never (ever) embroider a jacket after it’s complete.
So if you buy an already finished jacket online from us, we won’t customize it because adding embroidery to an already finished cut and sewn jacket is like buying a painting and thinking, “I wonder if the painter would accept this back and add something to it for me.” Once a Masterpiece is produced, whether custom or inventory, we never touch it again, unless there was a mistake, of course. But even then, we still choose to make a jacket over for our mistakes.
In order to embroider letters on a finished jacket, the embroidery would stitch into the interior lining. Have you seen a picture of what a jacket from us looks like on the inside? Seeing a thread path from the inside of your jacket is just defacing a beauty. So, as a commitment to quality, we've decided not to accept jackets back (including our own) to finish. Nonetheless, we won’t judge you if you take your jacket somewhere else to get it finished.
It depends. More often than not, the answer is no as we keep a VERY busy queue. However, in the event we can accommodate, for orders needed in 1-2 weeks, a 50% rush fee of the item value will be charged on top of the item. If ordering in between 2.5-4 weeks, a 25% rush fee of the item value may be charged on top of the item.