Customer Service



How to get your stuff

Now that we have the store, you have one option. You can collect from the store during the opening hours of 11 a.m. - 7 p.m. Monday to Saturday. We are open by appointment only Monday through Wednesday and walk in from Thursday  through Saturday. We request at least 1 hours notice for appointments and we will do our best to accommodate you.

We will work with you whenever possible if this is just an impossibility but since there are only 2 of us, we can't leave the shop unattended to make deliveries now.

Privacy & Security

We value our privacy and we know that you do too. We promise to never sell our mailing list or your information to any other businesses. We have received marketing e-mails, as I'm sure you have, and not known how they got your e-mail address. Someone sold your information! That's not cool! 

Our member area and shopping cart are configured with the latest security technologies to protect your information. We currently do not accept credit or debit cards but if that ever changes, we want you to have the peace of mind that your purchase is made over a secure connection.

Returns

Sometimes we make a mistake with size and colour and sometimes something isn't what we expected it to be. It happens to all of us. Sometimes a well meaning gift isn't what you really needed. If an item is un-opened and un-used, we are happy to take the item back and give you a store credit in it's place or exchange it for what you really wanted. We inspect every shipment before we put it out for sale so we can securely say that the vast majority of items are in excellent condition at the time of purchase.Any items that don't pass inspection will be made available for sale on the website as damaged goods at a discounted price. For those few items that may require assembly and are boxed up, there is the small possibility that there are issues. We want you to be happy with your purchase. If this is ever an issue, contact us immediately so that we may rectify the situation. A store credit will be issued when necessary and in extraordinary circumstances, a cash refund will be given. Due to several unfortunate situations, special orders are NOT returnable.

Ordering

We have a unique system here at DNA Group due to the amount of items we can possibly carry just in DNA Creative Shoppe alone. DNA Group currently consists of five different Companies with their own individual sites that all share the same shopping cart. Of the five, three utilise the shared shopping cart. There is DNA Creative Shoppe, Dye Happy and DNA Creative Studio. Currently DNA Creative Shoppe is the only site up and running. When the other two are operational you may shop across all three shops with one check-out process. You must have an account with us to shop. It is completely free and the added benefits are access to your previous orders as well as your wishlist (favorites list).

Shopping cart

The shopping cart is valid for 24 hours. If you wish to make a list of items you want to buy before you make a purchase, please sign up for an account and then add the items to your favorites. The favorites functions like a wish list and allows you to keep track of all of the items you purchase regularly as well as items you would like to purchase. When you add items to your shopping cart, they are taken out of the in stock quantities available to others shopping on the site. If you don't complete your order within 24 hours, those items will be returned to the in stock quantities and made available for someone else to purchase. Once you are signed in to your account, you can bypass the log-in feature at the bottom of the shopping cart and proceed to checkout.
 
In stock items

In stock items has been removed from each catalog page due to the opening of our physical store. We had to choose between accuracy online or in the store. We went with the store. If you want to be sure before you order, please call or e-mail so we can let you know if that particular item is in stock or not.

Special order items

There are 2 categories of special order items. The first obvious one is the Special Orders tab. Those are items that we will only ever bring in by special order. Usually due to their size, cost or specialised nature. Please note, the prices listed were the prices at the time of addition to the website and/or the last time somebody ordered the item. The item cost may have increased and we will advise you of the actual price when we go to place the order and will update the website accordingly. These items are listed to give you an idea of what we can get and the approximate cost and do not represent a contractual obligation to sell any particular item for the price listed on the website. In most cases, if the price has gone up, it is nominal.

The second category are items we just haven't managed to get into stock yet and/or didn't know that someone on the island needed.  If you can't find what you are looking for on our site, please let us know the item name and size,etc. and we will do our best to track it down for you. We will advise you of the price before ordering it and will require at least 50% deposit down to do so.


Layaway

We do offer layaway. We request that any layaway purchases now be made in the store. We do require at least 25% of the total purchase price be deposited. You have 2 months to pay your layaway purchase off. You can definitely pay it earlier than planned as well. Your purchase will be handed over once final payment has been received.


Payment, Pricing & Promotions

Payment

There are a few ways to make a payment. Cash, cheque, direct deposit or gift card. (credit cards should be available by mid-June)

If you are paying by cash or cheque, we will accept full payment upon delivery or collection of goods.

If you are paying by direct deposit, DNA Group's business account is with Butterfield Bank, account number 0601591320011.

Gift cards are accepted as payment for anything.

Loyalty dollars can be used for in-stock purchases. They cannot be used for special orders and they are non-transferable.

Pricing

If you shop with us often, you'll notice that pricing can fluctuate. The reason for this is that sometimes we get a regularly stocked item on sale. We then pass that savings on to you. The next shipment will then go back up to the regular price. Sale pricing also encourages us to try out new products. So, some new items will have one price and when we get it in stock again, it will cost more. That is the regular price and the previous price was the sale price.

You will see on some items that there is a price with a slash through it as well as the purchase price. That doesn't mean an item is on sale. That slash through price is the US suggested retail price. On items where we can sell it for less than the US SRP, we do! We do want to turn a profit but we also think fair is fair. When we get a good discount on something, we are passing the savings on to you, the customer(and sometimes starving artist). We like to show when we are selling at less than the suggested retail price to let you know we're doing our best to keep our pricing competitive with the U.S. It's not always fair that we compare pricing in Bermuda with pricing in the U.S. since we do have shipping, duty and a higher cost of living to contend with. We are, however, realistic and do realise that many people will not Buy Bermuda if the prices aren't fair and reasonable. That is why we do our best to keep all of our pricing as affordable as we can without giving it away. The Companies of DNA Group are all that we have to make a living and pay our bills so we've done our best to make purchasing from us an option you'll choose due to fair pricing, customer service and convenience over importing items through the mail or by flying overseas. If you are considering making a purchase overseas instead, we do encourage you to make sure you add accurate duty and shipping charges on before comparing our prices with the price you see online or away. If you think something we have is unfairly priced, please contact us and let us know. We aim to be as competitive as possible (again, with the U.S. and not other local Companies).

Promotions

We will send out promotional codes from time to time. Please sign up for our newsletter to make sure you don't miss out on these offers! These offers will not be made available to anyone but our mailing list customers.

When you sign up for an account, we request your birthday information. That's so we can give you something special for your special day. It may be an item on your favorites list (wishlist), a discount code or a special gift based on your past purchases.

We will run offers on our Facebook Page that will not be available to our mailing list customers. Best to Like our Facebook page so you don't miss out on any of those either!

Gift Cards

We have gift cards in the store for purchase for all occasions.

If you are the lucky recipient of a gift card, you can use it for any purchases in the store, including on a layaway or a special order. There are no restrictions on paying for items with gift cards. Gift cards also don't expire. I don't know who came up with the crazy rule that they should expire! We think that's ridiculous and we don't practice that rip-off tactic.

Viewing Orders

When you log into your account, you will see an Orders option on your Account page. Just click on any orders to view them.

Updating Account Information

When you log into your account, you can will see User Information. Click on Edit Profile and you can update your account information. 


If your question is not listed here, please submit it to be answered below. If we think it is something we've overlooked in mentioning on the site and that others would want to know too, we will add it to the FAQ's above.

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