Customer Service
FAQ
DELIVERY
Getting my product(s) delivered?
To make it easy for you, when you place a new order we will already fill in your address as the delivery address. Of course you can change that address and have your order delivered to your work, friends or family. Just add another address when you check your details. We will then make sure that your order arrives at the right destination.
When will my order be shipped?
If you order before 4:30 in the afternoon, your order will ship the same day on weekdays. Orders placed on Saturday & Sunday will go with those placed on Monday.
Will I receive notifications when my order has shipped?
Yes you will! As soon as the shipment is created you will receive an email notification. During the shipping process you will be directly informed by the carrier regarding the status of the package. You can easily track your package using Track & Trace and see the expected delivery time.
What is the delivery time?
The delivery time of your package is generally fixed. However, exceptions such as public holidays and ad hoc delays at the carrier may cause a slight delay. Is your delivery address in a remote area? Then take into account at least one extra working day.
1 working day
Netherlands
Belgium
Germany (Western part)
Luxembourg
2 working days
Wadden Islands (NL)
Germany (other)
France
Monaco
United Kingdom (all)
Poland
Austria
3-4 working days
Estonia
Finland
Hungary
Spain
Portugal
Note: Within the Netherlands and Belgium, Saturday is also a delivery day. Is your destination not listed above? Please contact Customer Service and we will look into it for you!
How do I find a product quickly?
You can search for an article via our search bar at the top right:
1) Enter a term.
2) If necessary, specify the category (e.g. tents).
3) Click on search.
What are the shipping costs for returns?
The shipping costs are for your own account.
PAYMENTS
What payment methods are there?
- iDEAL
- Credit card
- Bancontact
- Deposit Banking
- Bank transfer
- PayPal
- Paysafecard
- KBC-CBS payment button
- Belfius Direct Net
Can I cancel an order?
Yes, as long as your order has not been shipped yet, you can cancel an ordered item by email or phone.
How soon will I be reimbursed after cancelling?
Once we have processed your cancellation request, a refund period of 14 calendar days applies.
RETURNS
Can I return my item(s)?
Yes, you may if the item is incomplete, damaged or defective. This can be done free of charge within the warranty period.
RETURNS
Can I return my item(s)?
When you want to return an item you should always mention your order number, so we can process the return quickly and correctly.
When purchasing products online you have the possibility of dissolving without giving reasons during 14 calendar days. This period commences on the day following receipt of the item. If you exercise your right of withdrawal, you may return the product to us with all delivered accessories and - if possible - in its original condition and packaging. If you use your right of withdrawal, only the shipping costs of the return will be for your own account.
Received wrong or defective article
Should you unexpectedly receive a defective or wrong product, please report this to [email protected]. Any shipping costs for returning the product are for our account.
Your purchase amount
We will refund your purchase price as soon as possible, but within 30 calendar days at the latest. As well as the shipping costs for returning the product, if the fault lies with us.
Return address
You can return your items via the return form.
GUARANTEE
What are the repair costs for my item?
Within the warranty conditions you do not have to pay anything. If the damage is outside the warranty, you will receive an estimate before the repair is carried out. You can always refuse this. If you agree, we will try to repair the article as soon as possible.
Do I have warranty on my items at deryan.com?
Yes, from the moment you have purchased the product, there is a warranty of 1 year. At deryan.com your invoice is your proof of warranty.
INSTRUCTIONS
How do I fold a Deryan tent in the right way?
The Deryan tent is very easy to fold. Check the movie on our youtube page for instructions.
I have folded my Deryan tent the wrong way, how can I fix this?
This can happen sometimes and is easy to fix. Please watch our repair movie on our Youtube page.
How does the Deryan self-inflating mattress work?
The Deryan mattress inflates itself. By opening the valve, the mattress fills with air and the foam expands.
It is not wise to add extra air. Due to a reaction of warm air, bubbles (air bubbles) can form inside and will not go away.
The bottom edge of the tent seems to be made of breathable gauze. Is that right, or is it regular fabric?
This is correct, on this model there is mesh at the bottom of the tent. This is for ventilation. If you prefer not to, we have wind screens for sale for our toddler, baby and toddler box models.
What is the difference between one tent and another?
For the difference in our tents we have a comparison module.
Click on this link to go here.