At denmeg.com, every product is “made-to-order.” This means that as soon as you complete your purchase, we begin the process of manufacturing your item just for you. Because of this specialized process, our policies differ from those of standard retail stores.

1. The Cancellation Process

In accordance with our Terms & ご利用条件Conditions, your order enters our production system shortly after it is placed.

• Window for Cancellation: You may request a cancellation only before the order has been sent to production (typically within 2–12 hours of the order being placed).
• How to Cancel: Please email info@denmeg.com immediately with the subject line “URGENT CANCELLATION” and your order number.
• Production: Once the manufacturing process has begun, the order is considered “In Production” and can no longer be cancelled, modified, or refunded as the materials have already been specifically allocated to your “made-to-order”request.

2. Returns & “Change of Mind”

Under the UK Consumer Contracts Regulations, the 14-day “right to cancel” and return goods does not apply to items that are made to the consumer’s specifications or are clearly personalized.

• Policy: We do not accept returns or exchanges if you change your mind or if you have selected the incorrect size or color.
• Accuracy: We provide detailed size guides on every product page. Please ensure you review these carefully before completing your purchase, as we cannot offer refunds for fitment issues.

3. Faulty, Damaged, or Incorrect Items

We take great care in our quality control. If your item arrives damaged, faulty, or is not what you ordered, we will resolve this for you.

• 28-Day Reporting Window: You must notify us within 28 days of the dispatch date to be eligible for a refund or replacement.
• 60-Day Replacement Window: For issues reported between 29 and 60 days after dispatch, we can offer a replacement only (no refunds). We cannot accept any claims for faults reported more than 60 days after the dispatch date.
• Required Evidence: To process your claim, email info@denmeg.com with:
  1. Your Order Number.
  2. High-quality photographs of the faulty product.
  3. Photos of the packaging (if damaged during shipping).

4. Lost in Transit & Non-Delivery

While rare, parcels can occasionally go missing. We follow the carrier’s investigation timelines before declaring an order “lost”:

• UK Orders: We can issue a replacement or refund 10 working days after the dispatch date.
• International (EU, US, Japan, etc.): We can issue a replacement or refund 28 working days after the dispatch date.
• Reporting Limit: You must notify us of a missing order within 60 days of the dispatch date. After this time, we are unable to provide a free replacement or refund.

5. Shipping & International Compliance

Return Address: Do not send items back to the manufacturer’s address on the shipping label.
This is a production facility and cannot process returns. All returns must be authorized by contacting us first.

Customs & Import Duties: For orders delivered to the EU, USA, Japan, or other international territories, denmeg.com is not responsible for any local customs fees, import duties, or taxes. These are the legal responsibility of the customer.

Address Accuracy: If a parcel is returned to us or our manufacturer due to an incorrect address or a failure to collect it from a local sorting office, you will be responsible for the cost of re-shipping. Original shipping costs are non-refundable in these cases.