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 email@example.com 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 continued COVID precautions, please allow processing times up to 7 business days. Even if overnight shipping is selected, the shipment is still subject to processing times.
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 we do not 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.
First, check your order confirmation and see if the item has "preordered" or "backordered" near it. These items take over 12 weeks to fulfill because they're made-to-order in our factory. If not, is your order customized? If it is, it can also take 8-12 weeks to fulfill.
Lastly, if it's neither of those, it's seems we've made a mistake on our end. Please contact us at firstname.lastname@example.org right away and let us know your order number and that 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. We will not cancel orders that do not follow our policies.
Pre-orders tend to take over 12 weeks to fulfill due to increased volume. We make the garments from scratch, 100% made-to-order, SPECIFICALLY for you. Once you make a preorder, some time after, raw fabric is somewhere being cut and sewn with you in mind.
We do not use pre-made items at DVN. Everything is cut and sew, and original.
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 with a 2-3 day delivery method via USPS Priority Mail, UPS, or FedEx.
Note: These delivery methods take 2-3 days once the shipment is tendered over to the shipping carrier. The 2-3 days does not include processing nor delays in the shipping carrier's possession.
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. Then contact your credit card company or bank, as it may take some time before your refund is officially posted. 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 email@example.com.
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 will, more than likely, take over 12 weeks to fulfill. Why? After your payment, we make the garments from scratch just like custom orders.
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. If your order didn't go through, your funds are in cyberspace still captured by your bank, waiting to be released back into your bank account. Your bank processing time may vary on how long it takes the transaction to "fall off."
Because the transaction didn't go through, we don't have the capability to capture the funds nor refund them on our side.
Your bank will typically release your funds back into your account within 3-5 business days.
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 firstname.lastname@example.org. 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.
In no circumstance will we extend a full refund for customized items.
At DVN, all Masterpieces are original-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? Nope! 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. We believe adding embroidery to an already finished cut and sewn jacket is like buying a painting and deciding to add more details to the painting. 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 again for our mistakes.
As a commitment to the quality of our items, we've decided not to accept jackets (including our own) to finish. Nonetheless, we won’t judge you if you take your jacket somewhere else to get it finished.
More often than not, the answer is no as we keep a VERY busy queue. We are a brand and a manufacturer. Due to custom manufacturing, it requires a lot of attention to rush an order. Thus, in the event we can accommodate, for orders needed in 1-4 weeks, a 50% rush fee will be charged on top of the item. If ordering to guarantee something between 5-6 weeks, a 25% rush fee may be charged on top of the item.
To know if we can meet your schedule demand, please contact us at email@example.com.