Customer Information

Choosing a product

Choose a section from the front page of the Online Catalogue e.g. 'Laksen'. That will show you all the available sub-sections - choose one and that will show you all the available products. Alternatively you can enter a product code from the current catalogue onto the Denewear Index page and the system will take you direct to that item where you can specify color and size and add it to your shopping basket if you wish.

Shopping Basket?

The basket displays all your reserved purchases so far on this visit to the site. It is situated on the left hand side of the screen and you will only see it when it contains something. If you wish to order more of a certain item, click on the 'Show' button in the Shopping Basket, type the number in to the quantity box and then press 'Update'. If you wish to remove an item from the basket, then follow the steps above and delete the contents of the quantity box. In both instances then press the update button. You may continue shopping in the catalogue, using your basket to store items. To complete your order press the checkout button on the Shopping Basket display and then follow the instructions.You will receive an email acknowledging your order.

Your website shows prices inclusive of VAT. What price do I pay if I live abroad?

If you are buying goods that will be delivered within the European Union you will pay the price shown including VAT. Countries in the European Union (EU) are United Kingdom, France, Germany, Spain, Italy, Austria, Belgium, Denmark, Finland, Greece, Ireland, Netherlands, Sweden, Portugal and Luxembourg. Customers from any other country will pay the price exclusive of VAT but may have to pay some import duty to Customs. (See below)

Will I have to pay any other charges, such as tax or duty?

The prices quoted during the checkout process are exactly what you will pay to Denewear. However, people outside the EU may be liable to pay Import Duty to Customs. This is beyond our control and as such can make no guarantee of whether you will have to pay or how much it will be. In our experience, it tends to work out at around the same rate as VAT but can be slightly lower or higher depending on the country in question and quite often to the type of item you are ordering. If you have any doubts about Duty we recommend you contact the Customs office in your home country for more information.

How much are delivery charges?

We aim to deliver your purchase quickly and securely at the best price available within the UK For £4.95 (inc. VAT) we deliver to mainland UK.

Overseas deliveries are at cost and we will email you with the actual cost of delivery prior to sending your consignment.

How long will my order take to reach me?

If we have your items in stock your item will generally reach you in four days in the UK and about seven days to the rest of the world. If we do not have the item in stock we will attempt to order it in for you and in this case aim to supply your order within 7 days in the UK and 14 days to the rest of the world. Please note that certain suppliers, can take up to 14 days to deliver new stock to us. In these instances, we will contact you to ask if you can wait and give you the option to cancel or change the order if you can't.

What if the item I order doesn't fit or I don't like it?

You must call or email us to arrange to send the item back. We strongly recommend that you use recorded delivery, or some other way of proving you shipped the parcel, as we accept no liability for items lost in the post. You must include a note of your name, order number and the action required with your return. Returns from overseas must be marked clearly with "Returned goods of UK origin" to allow UK Customs clearance. If you do not follow these instructions and Customs charge duty on the return we will reject the parcel and it will be returned to you. If relevant, your moneys will be refunded upon satisfactory receipt of goods.

Returns should be addressed to:

Denewear Returns Dept., Manor Farm, Higher Wraxall, Dorchester, Dorset, DT2 0HR

Provided we receive it back in saleable condition we will refund you or replace the item with a different size or something else. We will not charge you postage for sending the replacement items. In the case of overseas transactions, you will unfortunately have to pay for shipping costs both to return the item and to ship the replacement. You do not have to pay duty again if the item is a replacement. If we have shipped the wrong item or size we will pay all shipping charges to correct the error.

When I try to make payment I get a "Not Authorized" message. What could be wrong?

We will telephone you to see if we have taken down a credit card number wrong. We have usually found that such problems can be sorted out in a friendly and helpful way. Nevertheless, if you are using a UK issued card the most likely explanation is that the card is expired, has insufficient credit available or is being blocked by your card issuer. You should contact your card company to find out more information. If you are ordering from overseas, particularly the USA, it is probably because your card issuer is blocking overseas transactions. Many card companies now block Customer Not Present (CNP) transactions where the purchase is taking place outside of the country of card issue. You need to inform your card company that you wish to perform a CNP transaction with a UK company and they will remove the block from your card. Your transaction can then be authorized.

What is your privacy policy?

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) and according to the Which Web Trader Code of Practice. We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. We will not e-mail you in the future unless you have given us your explicit consent. The type of information that we will collect about you includes: your name, address, phone number, email address and credit/debit card details. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. Your contact for privacy matters is Michael Dene. If you find any inaccuracies we will delete or correct it promptly. The personal information that we hold will be held securely in accordance with our internal security policy and the law.

How do I know that my transactions with Denewear are secure?

The security certificate displayed on the Denewear Index page ensures secure communication between your own computer and the Denewear Web Site. The Site then transmits the information to our offices using state of the art, 128bit encryption. Sensitive emails are never stored in clear. All Denewear data is held in a system immune to outside interference and in accordance with the law.


Why we do all this? Because we want to please you in every way we can. As our founder Michael Dene says: "Think one customer at a time and take care of each one the best way you can. Legions of customers worldwide swear by Denewear. If you have any questions, please email or fax us with the details below

  • Email sales@denewear.co.uk
  • Fax 01935 83762
  • Telephone 01935 83638