Frequently Asked Questions

Why should I sign up for an account?

Signing up for an account has a great deal of advantages. For instance, we save your contact information so you won't have to fill it out every time you place an order. You have a clear overview of all your orders and you can save your favourite items in your wish list for later use.

Will my personal information be kept private?

Please be assured that privacy is very important to us. We use a variety of security measures to make sure your personal information is kept private and we do not sell, trade or otherwise transfer your personal information to outside parties.

How can I change my password?

You can reset your password by clicking 'Forgot Password?' on the login page. Please enter your e-mail address to receive an e-mail with a link and instructions to reset your password.

Do I need to register to buy something?

It is not required to create an account if you want to place an order. We do however need your contact details to deliver your parcel to you and keep you up to speed about your order.

How does the wish list work?

Log in to save your favourite items on your wish list and share them with your friends and family. Perfect for Christmas or an upcoming birthday. Simply go to the page of your favourite items and click 'Add to favourites' below the product information. You can find your favourite items by clicking 'my details' in the right corner and going to Favourites.

I received a promotional code, how do I use it?

You can enter your promotional code in MY BAG before check out. If your promotional code isn't working, it's possible your code is invalid, already used or not applicable on the product(s) in your cart. For more information, please check the code's terms and conditions. If you still have trouble entering your promotional code, please contact our customer service.

Why isn’t my coupon code working?

It's possible your code is invalid, already used or not applicable on the product(s) in your cart. For more information, please check the code's terms and conditions. If you still have trouble entering your promotional code, please contact our customer service.

What happens to my promotional code if I exchange, return or cancel my order?

Please contact us. We will be happy to provide a new coupon code for you once your exchange, return or cancellation has been processed.

Can my delivery address be different than my billing address?

Yes, your delivery address can be different than your billing address. Please go to the check out and select 'different address' to enter a different delivery address.

What are the delivery costs?

Shipping costs are 5 EUR inside of Europe and 45 EUR outside of Europe. Shipping to all other countries costs €45,00. We provide free shipping on all orders above €250. We provide worldwide shipping using our partner UPS.

How long does delivery take?

We provide worldwide shipping using our partner UPS. Shipping to The Netherlands, Belgium and Germany takes 1 - 3 working days. Shipping to Austria, Denmark, France, Italy, Luxembourg, Spain, Sweden and the United Kingdom takes 2 - 5 working days. Shipping to all other countries takes 5 - 10 working days. Please note delivery can take longer during sale or holidays. You will receive a tracking code as soon as your order has been shipped.

I haven't received my parcel yet, what should I do?

Please use the tracking code you've received via mail to check the whereabouts of your order. If your order is stuck somewhere or if your tracking code doesn't show the location of your order, please contact UPS. In case something went wrong, please contact our customer service so we can make sure you'll receive your order after all.

I received an incorrect item, what should I do?

Please contact our customer service immediately so we can make sure you'll receive the correct item. We will provide you with return instructions and a pre-paid return label.

My order is missing an item, what should I do?

Please contact our customer service immediately so we can make sure you will receive your missing item after all.

Where do you deliver to?

We ship worldwide to the following countries: From Andorra to Zanzibar or in other words we are shipping worldwide.

What delivery options do you offer?

We offer UPS standard delivery on every order.

Can I reroute my parcel?

The possibilities to reroute your parcel vary by region. Please contact UPS for the possibilities in your country. Once your parcel has left our warehouse, it's out of our hands. If however, you haven't received your shipping confirmation yet, you can contact our customer service to change your delivery address.

Do I need to pay custom and duties?

It’s possible you are charged for handling fees and taxed as your order passes through customs. Please keep in mind that these charges are the responsibility of the person receiving the parcel. Because customs policies and import duties vary widely from country to country, we unfortunately have no control over these charges and we can’t tell you what the amount will be.

Will my denim shrink?

Virgin (unwashed) denim garments will shrink approximately 5-8%. Washed denim garments already lost this first shrinkage during the washing process. However, a very small shrinkage is still possible.

Will my denim expand?

We offer a lot of denim garments in stretch fabric. Stretch has the ability to expand for comfort but also to recover in shape. However, a small percentage of expanding always appears. For extra recovery, you can wash your denim garment after a long period of wearing it. Please carefully read the care label before doing so.

Are hazardous and environmentally damaging substances used?

We are very serious about Corporate Social Responsibility. That's why we work with the most qualified, sustainable and responsible denim mills in the world. All of our partners have been tested and qualified by different auditing organizations for sustainability and environment. For more information on what we do for Corporate Social Responsibility, check our ABOUT page.

What should I do with defective garments?

If you have received a new defect item in your order, please contact our customer service before returning or exchanging it to us. We will make sure you’ll receive a new item. If you’ve experienced quality problems after wearing your garment, please contact our customer service. We will evaluate your complaint and, if necessary, provide you with return instructions. If you bought the defect item at one of our stores, please call or visit this store. Our sales people will assist you further.

Do you offer a repair service?

Yes, we offer denim maintenance, service, alteration and repair at our SERVICE CO. in our Amsterdam Men Store and soon also at our Amsterdam Flagship Store. Please bring a receipt of your purchase so we can check the warranty. If your warranty has expired, the costs of the repair will be your own responsibility.

How do I wash / take care of my garment?

You will find a care label in all of our items. This label shows you exactly how to take care of your garment. If your care label is missing from your garment, please contact our customer service for care instructions.

How can I purchase a gift card?

You can purchase gift cards in all of our stores. It's not possible to order a gift card online. Please note gift cards can only be used in the country they are purchased. Unfortunately, you cannot use your gift card in shop-in-shops, multi brand stores or online.

Can I use gift cards online?

Gift cards purchased in one of our stores, are only valid in our own stores and can't be used online. Please note gift cards can only be used in the country they are purchased. Unfortunately, you cannot use your gift card in shop-in-shops, multi brand stores or online.

What kind of e-mails will I receive?

When purchasing at our webshop, you will receive e-mails regarding orders, shipping, returns, refunds, cancellations, etcetera. If you sign up for our newsletter, you will receive promotional e-mails on subjects like new arrivals, special events and sale.

How can I unsubscribe from the newsletter?

Please use the unsubscribe link provided at the bottom or every newsletter.

Why should I sign up for the newsletter?

Signing up for our newsletter means being among the first to know about new arrivals, exclusive events, VIP sales and much more. You will never miss DENHAM news again.

Why was (part of) my order cancelled?

On very rare occasions, we might have to cancel (part of) your order due to technical errors. Please understand we have no control over this and we'll inform you and refund your order and shipping costs as soon as possible.

Is it possible to cancel my order?

It's possible to cancel your order, but only before it has been shipped. After you've received the shipping information, the parcel has left our warehouse and we will not be able to cancel it. To cancel your order, please contact our customer service.

Is it possible to make a change to my order?

Yes, we are able to change your delivery address or contact information before your order has been shipped. Please communicate your request to us immediately. We are, however, not able to make a changes to the content of your order.

Can I place an order over the phone?

We only accept orders through our webshop. If, however, you experience difficulties placing your order online, please contact us. We'll be happy to help you out.

Can I place a pre-order?

It is only possible to pre-order items that are specifically meant for pre-ordering. Sign up for the newsletter to receive updates about these kind of promotions.

Can I place a backorder?

At the moment, we don't offer the possibility to back-order. If however, an item is not available in your size, it is possible it will be restocked after a while. Please regularly check the website to see if the item of your choice is back in stock. If you have any questions regarding our stock and restocking, feel free to contact our customer service.

How do I track my order?

Once your order has been shipped, you'll receive a shipping email with a link to track your order.

What payment methods do you accept?

We accept payments via iDeal, Visa, MasterCard, Bancontact/Mister Cash, SOFORT Banking and Giropay.

When will I get my refund?

We will refund you within 10 days after processing your return, using the same payment method you used for your order. While some banks might need the full 10 days, in most cases you’ll have your refund sooner.

Will you refund my shipping costs?

If you choose to order, return or exchange items from and to our webshop, you will be responsible for the postal costs. However, shipping is free on orders above €250. If you have to return a defect or incorrect item, please contact us before shipping the parcel. We will provide you with a pre-paid Return Address Label.

The price of an item I ordered has changed, can I get a refund?

Unfortunately, it is not possible to receive a refund when prices have changed due to sale. If the item is still in stock online, you can return your item and order it again. Please note shipping costs will be your responsibility. If prices have changed for any other reason, please contact our customer service.

How do I return my order?

If you wish to return or exchange one or more items from your order, please use the Return Form and pre-printed Return Address Label included in your order. If you lost the Return Form and/or Return Address Label, please contact our customer service so we can provide you with a new one.

How many days to I have to return my order?

You can return or exchange your order within 14 days of delivery. Please use the Return Form and Return Address Label included in your order.

Can I exchange a product?

Yes, you can exchange a product for a different size using the Return Form included in your order. If you wish to return your item(s) for a different product, please return your order for a refund and place a new order through our webshop.

Can I ship my return to one of your stores?

Unfortunately it is not possible to return your item(s) in one of our stores. You can return your order using the Return Address Label included in your order. If, for any reason, you are not able to return your item(s) to us, please contact us so we can find a solution. If you lost your Return Address Label, please send your parcel to Denham Webstore Customer Care Prinsengracht 489, 1016HR, Amsterdam, The Netherlands.

I lost my Return Address Label, what now?

Please send your parcel to Denham Webstore Customer Care Prinsengracht 489, 1016HR, Amsterdam, The Netherlands.

Do I need to pay for my return?

If you decide to return your item(s) back to us, you will be responsible for the postal costs or your return. We've added a pre-printed Return Address label in your order. Please note this label is not pre-paid.

Will I get a confirmation of my return?

Once we have processed your return, you will receive a return notification. Please keep in mind it can take a couple of days before your parcel reaches us and can be processed.

I lost my Return Form, what should I do?

Please contact our customer care so we can provide you with a new one.

How do I find the product I’m looking for?

Our website is categorized in Men, Women and Kids and subcategorized by garment. You can also use our search function to find what you are looking for. If you still have trouble finding a certain item, it's possible it's out of stock. Please contact our customer care if you need help finding an item.

I can’t find the product I’m looking for, what should I do?

If you can't find what you're looking for, please contact our customer service. We'll be happy to help you out.

Which browsers does Denham support?

Our website supports recent versions of Firefox, Safari, Google Chrome and Internet Explorer.

Where can I find company information?

For information about our brand, Jason Denham, our stores and much more, go to ABOUT. Haven't found what you're looking for? Please contact our customer service. We'll be happy to help you out.

Where can I find press information?

For information on press, visit the STUDIO section of our website. Haven't found what you're looking for? Please contact our customer service. We'll be happy to help you out.

Do you have loyalty program?

We do not (yet) have a loyalty program. Please sign up for our newsletter to be kept up-to-date on subjects like this and more.

Do you have a VIP program?

We do not (yet) have a VIP program. Please sign up for our newsletter to be kept up-to-date on subjects like this and more.

When are you open? What are your public holidays and restrictions?

Our office and warehouse are open Monday to Friday from 9am-5pm CET, except for public national and international holidays.

2017 National holidays:
New Year: 01/01/2017
Easter: 17/04/2017
Netherlands King's Day: 27/04/2017
Ascension: 25/05/2017
Pentecost: 05/06/2017
Christmas: 25/12/2017 and 26/12/2017
New Year: 31/12/2017 and 01/01/2018
Divide