We are a family of real people — a British textile house trading since 1846 — and every email, call and message to Deyongs is read and answered by a human being, not a machine. If something isn't right with your order, we genuinely want to know, and we will always try to put it right: fairly, quickly and with good grace.
1. Our promise to you
- We aim to acknowledge every enquiry within 1 working day, and to resolve most issues within 2 working days.
- Contact us at customerservices@deyongs.com with your order number and we'll take it from there.
- If you feel your issue hasn't been handled well, ask for it to be escalated — a senior member of the team will personally review it.
2. Refunds and returns at a glance
Full details are in our Refund Policy. In summary:
- Changed your mind? Under the Consumer Contracts Regulations 2013 you may cancel an online order within 14 days of receiving it, and return unused items in their original condition for a refund. We honour a 30-day returns window.
- Faulty or not as described? Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you are entitled to a repair, replacement or refund — and we will sort it without drama.
- Care and intended use: all Deyongs products are designed for domestic use and home laundering only, following the product care label. They are not suitable for commercial or industrial laundering, and damage caused by commercial laundering or non-domestic use is not a fault and is not covered.
- Nothing in this document limits or affects your statutory rights.
3. Respect for our team — zero-tolerance policy
We are all human. Our customer service team come to work to help people, and they will always treat you with patience, courtesy and respect — even when things have gone wrong. We ask for the same in return.
We operate a zero-tolerance policy towards abuse of our staff. This includes, without limitation:
- Shouting, swearing at, or personally insulting a member of staff
- Aggressive, threatening or intimidating language or behaviour, in any channel — phone, email, live chat, social media or review platforms
- Racist, sexist, homophobic, transphobic, ableist or otherwise discriminatory remarks, and any abuse directed at a protected characteristic
- Persistent, vexatious or malicious contact intended to harass, exhaust or distress our team
Where this happens, we will politely warn you once where appropriate; we reserve the right to end a call or written exchange immediately, to restrict communication to a single written channel, to block further contact, and to decline to accept future orders — while always still meeting our legal obligations on any existing order.
3.1 Our legal position — please read this before pressing send
Abuse of customer service staff is not merely "part of the job" — in the United Kingdom it can be a criminal offence, and we will treat it as such. Sending a message which is grossly offensive, threatening or indecent may be an offence under the Malicious Communications Act 1988 (section 1) and the Communications Act 2003 (section 127), each carrying criminal penalties. A course of conduct which alarms or distresses our staff may amount to harassment under the Protection from Harassment Act 1997, which is both a criminal offence and grounds for civil action, including injunctions. Abuse targeting race or religion may constitute a racially or religiously aggravated offence under the Crime and Disorder Act 1998, which the courts treat more severely. As an employer, we owe our team a legal duty of care under the Health and Safety at Work etc. Act 1974 and duties under the Equality Act 2010 — protecting them from abuse is not optional for us; it is the law.
Accordingly: all correspondence, call notes and chat transcripts are retained. Where behaviour towards any member of our team crosses the line into abuse, threats, harassment or discriminatory conduct, we will preserve the evidence, report the matter to the police, and pursue every remedy available to us — criminal and civil. We would much rather never have to. Be kind — we are here to help you.
4. Complaints done properly
If we have fallen short, tell us plainly and give us the chance to fix it. Email customerservices@deyongs.com with "Complaint" in the subject line and your order number. Your complaint will be acknowledged within 1 working day, investigated by a senior team member, and answered substantively within 5 working days. If you remain unhappy, you may have recourse to your card provider, or to the courts — but in 180 years, we have found that almost everything can be resolved with a fair conversation.
Deyongs Ltd — est. 1846. This charter works alongside our Refund Policy, Privacy Policy and product guarantee terms. It does not create contractual rights beyond your statutory rights, and may be updated from time to time. Version 1.0 — July 2026.