Our customer support can be reached via email (support@dvrnt.com).
We are available Monday - Friday from 9:00 a.m. to 5:00 p.m. (CET).
If we are particularly busy, you may have to wait a while before you receive a reply by email. Please also check your spam folder to see if the reply has been received there.
How do I know if my order was successful?
After completing the order process, you will receive an order confirmation by email.
If you have not received an order confirmation, please contact our customer support (support@dvrnt.com).
Can I add more items to my order later?
Unfortunately, you cannot add any more items to an order that has already been completed.
If you would like to order additional items, please place a new order.
My size is sold out. What can I do?
If the item you want is sold out, you have the option of entering your email address using the "notify me as soon as the product is available again" button. This will put you on the waiting list for this item. If the item is available again, you will receive an automatic notification by email.
When and how do I receive my invoice?
You can find the invoice via the link "Click here to download your PDF invoice" directly in the shipping confirmation email.
If you cannot find the invoice, please contact our customer support at support@dvrnt.com so that we can send you your invoice.
Are items in the shopping cart reserved?
The items you add to your shopping cart will not be reserved.
Can I cancel my order?
Unfortunately, we cannot promise that cancellation is possible.
Please contact our customer support (support@dvrnt.com) as soon as possible after placing your order and we will endeavour to cancel it before it reaches our warehouse. If your order is already being processed in the warehouse, we cannot stop it.
However, you have the option of sending your delivery back to us as a free return. As soon as we receive it, we will send you a return confirmation and refund the entire amount paid if you have already paid.
How old do I have to be to place an order?
The legal minimum age for online shopping is 18 years.
Delivery
My delivery address is different from my billing address. Is that a problem?
No problem, just enter a shipping address that is different from the billing address by following the instructions during the order process.
Can I track the delivery of my order?
You can track your order using the tracking number you receive in the shipping confirmation.
You will also receive an update via email when there is any news.
I received damaged or faulty goods.
We are sorry that you received a faulty item.
We want you to receive a flawless, high-quality product. To do this, you can simply send the goods back to us free of charge using the enclosed return label. We will take care of your request as quickly as possible.
How long will it take for shipping to arrive?
Our shipping time within Germany is 2-3 working days. Within the EU the shipping time is 2-8 working days.
We make every effort to meet shipping times, but in some cases delays may occur, especially after collection drops.
How much are the shipping costs?
Shipping is free within Germany. Shipping within the EU costs 10.00€.
My package didn't arrive.
You can use the tracking number you receive in the shipping confirmation to track where your package is currently located.
If you have not received your order, please contact our customer support (support@dvrnt.com) so that we can submit an investigation request to our shipping service provider.
Please note that DHL usually needs 2-3 weeks for delivery within Germany and 4-6 weeks outside Germany.
As soon as we receive an answer, we will contact you.
Can I change the delivery address after ordering?
If part of your address is missing or there is a typo in the address, please contact our customer support (support@dvrnt.de).
However, we can only change the delivery address if the package has not yet been sent to the shipping service provider.
I received an incorrect item.
We are sorry that you received the wrong item.
Simply send us the incorrect item back free of charge using the enclosed return label.
Unfortunately, we cannot guarantee an exchange. If an exchange is not possible, we will refund your money.
My order did not arrive within the delivery time.
We are sorry if you did not receive your item within the delivery time we stated.
We strive to meet delivery times, but in some cases delays may occur, especially after collection drops. Other factors such as delays with the delivery partner, traffic delays or discrepancies in the receiving address also affect the delivery time.
You can keep up to date on the current delivery status using the tracking number you receive in the shipping confirmation.
If you do not wish to keep the delayed item, you can of course send it back to us free of charge within the next 14 days using the enclosed return label.
My order was incomplete.
We are sorry that your order was incomplete. Before contacting our customer service, please check the following:
We may have shipped items in separate packages, so please check your email to see if any items may still arrive.
This item may be out of stock. Please check your email for an email notification.
If this is not the case, write to our customer support the name of the article and your order number (support@dvrnt.com).
return
How does a return work?
You can cancel orders within 30 days of receipt and return them to us free of charge.
You can use the enclosed return slip for this purpose.
Unfortunately, we do not offer exchanges. The best thing to do is to return your first order and place a new order.
When will I receive my refund?
Once we have processed your return and the refund has been made, you will receive an email confirmation from us. We will refund the purchase amount to the payment method you used to place your original order. The legal processing time is up to 14 working days.
Item defective after 30 days?
If your item is defective after the 30-day cancellation period, please contact our customer support (support@dvrnt.com).
I have not received a refund after 14 days.
If you have not received a refund after 14 days, please contact our customer support (support@dvrnt.com). Include your order number and customer number so that we can help you quickly.
customer account & newsletter
What does your privacy policy contain?
Any personal information you provide to us will be treated with the utmost confidentiality. Please read our privacy policy .
What are the benefits of registering in the DVRNT online store?
Registering with DVRNT brings you many benefits:
-Personalize and edit your own profile
-Create multiple delivery addresses
-Make, view and track your orders faster and directly from your account
-Add products to your wish list
Do I have to register?
You do not need to create a customer account, you can also shop with us without registering via a guest order. However, you will then have to enter your address details again for your next order.
How can I change information in my DVRNT account?
Simply log in to "My Account", select "Show addresses" and change the desired information.
What happens if I forget my password?
You can request a new password by selecting "Forgot password" on the login page and entering your email address.
Miscellaneous
Which payment methods are accepted?
You have the following payment options in our online shop:
- PayPal
- Purchase on account
- credit card
- Amazon Pay
- Google Pay
- Apple Pay
Will my payment details be secured and not transmitted to third parties?
Your personal data is transmitted in encrypted form during the ordering process. We use technical and organizational measures to protect our website and other systems against loss, destruction, access, alteration or distribution of your data by unauthorized persons.
Access to your customer account is only possible after entering your personal password. Even in the event of a refund, the complete credit card details cannot be viewed.
The respective authentication procedure offers additional protection when paying with Visa Card or Master Card.
Where can I find my invoice for purchases on account?
If you purchase on account with Klarna, you will receive your invoice from Klarna. Since we cannot see any payment information from Klarna, please contact Klarna if you have any questions about your invoice.
When you purchase via PayPal, you will receive your invoice from PayPal. If you cannot find your invoice, please contact our customer support (support@dvrnt.com).
Are there any additional costs?
There will be no additional costs for orders within the European Union.
When shipping to a non-EU country, additional taxes or costs (e.g. customs duties) may be incurred as part of your order, which are not paid or invoiced by us, but must be paid by you directly to the relevant customs or tax authorities.
Is VAT already included in the price?
The prices shown include VAT.
I return part of the order, will my invoice be updated automatically?
You only pay for the items you keep. Please make sure that the returned products are in their original condition.
How do I know what size I need?
To determine your size, you can use our Fit Guide or the size charts for the items. In addition, you will find information on the model's measurements and the clothing size worn for each product, which can also serve as a guide.
How do I best care for my product?
You can find the care instructions on the respective product page as well as on the care label, which is located on the seam of the garment.
If you have any further questions, please feel free to contact our customer support (support@dvrnt.com) at any time.
If you have any questions, please feel free to contact us, we are always happy to listen to you.
Our customer support is available Monday to Friday from 9:00 a.m. to 5:00 p.m.
