Please read this page in its entirety, as it contains VERY IMPORTANT INFORMATION!

ORDER PROCESSING AND SHIPPING CONTINUES UNINTERRUPTED.  WE ENCOURAGE YOU TO PLACE YOUR ORDERS WITHOUT HESITATION.

Last Update: 02/03/2025

LONG STORY SHORT: Over this past weekend February 2nd, 2025, there was a fire in our customer service office building which caused the water sprinklers to engage, which in turn destroyed most of our on-site property, and we’ve been instructed that due to hazards, fumes and water damage, we cannot re-enter the building for two weeks.

(Don’t worry, no one was hurt!)

Ø  We do not currently have a system set up for agents to work from home, as we do not have security protocols in place to protect your private information, so we will not be able to answer emails, or live chats for this two-week period.

** We are going to try to answer everything we can in this auto-reply email, so please read it fully, or skip to the section that applies directly to you.

Here’s What You Need To Know:

ORDERS: All orders are processed and shipped automatically, so you will still receive your order as expected. (Please see the Shipping Times section of this email).

ORDER CANCELLATIONS: Agents are required to cancel orders, so we will not be able to cancel any orders during this two-week period.

Ø  What happens next? You will have to wait to receive your order and then return it if you do not wish to keep it.

TRACKING: We do have an automated system that should send you your tracking number details. However, this does not always work (it’s work in progress), so typically our agents send out tracking emails in addition to the automated ones.

** If you do not get an email with your tracking number, please do not worry, your order is on its way.

Ø  Please keep in mind that although we try VERY hard to get your orders to you within 7–14 days (excluding custom-made items). There are currently shipping delays. (Please see the Shipping Times section of this email).

Ø  Please be advised if you DO have your tracking number that you will not see live updates until your order has passed customs and that there are also currently delays in shipping times (Please see the Shipping Times section of this email).

RETURNS/REFUNDS: As of the time we are writing this email, there are no current requests to make a return for a refund. Our return request window is 14 days; however, we will extend this to 17 days (or whenever we return, whichever is sooner) due to this crisis.

Ø  PLEASE DO NOT FILL OUT A RETURN/REFUND request form while we are gone. Please keep an eye on our homepage for updates as to when we are returning, and wait until then to submit the return/refund form. We are 100% UNABLE TO ISSUE ANY REFUNDS until we return.

Ø  Please keep in mind that if you wish to return the item you purchased for a refund, we DO NOT refund for late deliveries under any circumstances, nor do we accept returns of custom-made items for refunds under any circumstances.

Ø  If the item(s) you ordered is part of our Free Return program, then we cannot issue the Free Return label until we’ve returned to work. (To see if the item(s) you ordered is part of our Free Return program, please visit the product page > look under the product specification bullet points, and your eligibility will be on the very last bullet point under product specifications.)

Ø  If the item you are returning is NOT part of our Free Return program, please be advised that it will be business as usual, and you will be responsible for the shipping fees back to our international warehouse.

Ø  In either case you will be subject to a 17% restocking fee. Please be advised that upon checkout, you digitally signed an agreement that stated that you were aware of these facts prior to checkout and that you still wished to proceed with the purchase. (See full agreement below)

Ø  RETURN SHIPPING COSTS: If your product is part of our Free Return program then we will send you a Free Return Label when we return to work (if your return for a refund is approved), however, if the item is not part of our Free Return program, you will be responsible for the cost of returning the goods. We do not have a way to override this and issue Free Return labels for products that are not part of the program, so we cannot make any exceptions due to this crisis.

Ø  THE RESTOCKING FEE: We will still be collecting the 17% restocking fee for all return/refunds. If you wish to exchange the item, then we will do the exchange once we return as per the normal process, and you will not be charged the 17% restocking fee in this case.

SHIPPING TIMES: Our warehouse location does require our packages to ship through China, and due to the Chinese New Year, during this time of the year, you can expect delays. (Even for orders placed prior to the date of this page creation on February, 02, 2025).

This is totally normal, we do apologize, but it is completely out of our Control.

Ø  IMPORTANT: We do NOT refund for delayed shipments under any circumstances as per our return/refund policy, and the checkout agreement that you digitally signed prior to checkout.

Please visit this page for full details of the CNY: https://www.shopdrestiny.com/pages/cny-shipping-delay-information

CUSTOM-MADE ITEMS: Our customer service office, is directly attached to our design department, which has also been affected by the fire/water damage. If you’ve placed an order for a custom-made item (Please see the product specifications for that product and look for the bullet point that says Customized to see if the item you ordered is in fact customized.) please keep in mind that you will be waiting until we return for your item(s) to be made or if you ordered pre-fire re-made as everything was damaged in the fire.

Ø  If you wish to cancel your order due to this, please be advised that you are NOT eligible to cancel your order, nor are you eligible to return it for a refund once it arrives, as it is made custom for you.

** We are going to try to get the design team back up and running prior to the two weeks, since they do not need access to customers’ personal information to do their jobs.

EMAIL RESPONSES UPON RETURN: Since there will likely be a huge overflow of emails during our time away, we will not be responding to any of those emails upon our return. Please accept this informative email as your response to your email.

LIVE CHAT ON FACEBOOK: Will be turned off, and you will not be able to leave messages there until we return to work.

UPDATES ON OUR RETURN TO WORK: We will be posting updates on our website, as to when we will be returning. (We can do this without accessing customer's personal/private information)

OUR APOLOGIES: The Drestiny team sincerely apologizes for any inconvenience this has caused anyone. Once we return, we will strive to put a better plan in place for emergencies such as these.

We PLEASE ask for your grace and understanding during this devastating time for Drestiny. This situation was beyond our control, and we’re doing our very best to get back to work so that we can serve our valued customers again.

Important FINAL Notes:

  • We understand that the inability to cancel orders or request refunds may be frustrating. We appreciate your patience and understanding as we navigate this unexpected situation.
  • To ensure the security of your private information, we are unable to provide customer support via email or live chat during this time.
  • We will be posting updates on our website regarding our return to work. Please check our homepage regularly for the latest information.

IMPORTANT LINKS FOR YOU TO REVIEW: Please visit the following links for any information we may have missed in this email.

FAQS: https://www.shopdrestiny.com/pages/faqs

CHECKOUT AGREEMENT (that you digitally signed upon checkout): https://www.shopdrestiny.com/pages/agreement

Return/Refund Policy: https://www.shopdrestiny.com/policies/refund-policy

Shipping Policy: https://www.shopdrestiny.com/policies/shipping-policy

Terms Of Service: https://www.shopdrestiny.com/policies/terms-of-service

Thank you for your patience and understanding during this very difficult time.

Sincerely, 

Drestiny CEO

Drestiny CEO and The Drestiny Team