Refund & Return policy

We want you to be completely happy with your purchase. If something isn't right, we're here to help and will always work with you to find the best solution.

1Return Period

You have 30 days from the date you receive your order to request a return. Not happy with your purchase? Just let us know within this period and we'll take care of you.

2Return Conditions

To help us process your return smoothly, please make sure the item is:

Unworn, unwashed and in original new condition
In its original packaging with all tags and accessories attached
Accompanied by your order number or proof of purchase

During the cooling-off period, please handle the product with care. You may unpack or try on the product to the extent necessary to assess whether you wish to keep it.

If an item shows signs of wear or has been altered, we may not be able to offer a full refund, but we'll always work with you to find a fair solution.

3How to Start a Return

To initiate a return, follow these steps:

Contact us at support@duuwe.com within 30 days of receiving your order. Include your order number, reason for return, and photos if the item is defective.

Receive instructions. Once approved, we'll send you the return address and instructions. Please include the return form (provided upon approval) with your package.

Ship the package to the address provided with a valid tracking number. We are not responsible for packages lost or damaged during return transit.

Return shipping is arranged and paid for by you. Please contact us first to receive approval and the return address at our international warehouse. Items sent back without prior approval cannot be processed.

Not completely satisfied? Get in touch before starting a return. We can often offer an alternative like a partial refund, store credit, or discount that saves you the hassle of return shipping.

International return shipping to our warehouse typically costs $30–$60+ depending on your location. We recommend checking rates with your local postal service before starting a return.

4Order Cancellations

Changed your mind? We understand. A 15% processing fee applies to cancellations, as orders are processed immediately and create costs that can't be reversed (payment processing, logistics, handling). You'll receive 85% of the purchase price back within 14 days.

In special circumstances, we may waive this fee. This is reviewed on a case-by-case basis. If your order has already shipped, no worries, you can still return it through our standard return process.

5Refunds

Once we receive and inspect your return, we'll let you know by email as soon as your refund is on its way.

Processing time: Approved refunds are processed within 5–10 business days after inspection. Your bank may take an additional 3–5 business days. Total time from shipping your return: typically 10–20 business days.

Refund method: Refunds are issued to your original payment method.

Restocking fees: None. We don't charge restocking fees.

The refund covers the full product cost. If you return an entire order, original shipping costs are also refunded.

Bank processing times vary. Customs duties or import taxes paid to local authorities are non-refundable.

6Defective or Incorrect Items

Something not right with your order? We're sorry about that. Let us know within 30 days of delivery at support@duuwe.com with your order number, a description, and clear photos or video of the issue.

We'll make it right. Depending on the situation, we can offer a partial refund (keep the item, no return shipping needed), a free replacement, or a full refund. We respond within 24–48 hours.

7Non-returnable Items

For hygiene and safety reasons, we're unable to accept returns on:

Hygiene products with broken seals (underwear, cosmetics, etc.)
Custom-made or personalized items
Items that are clearly personal in nature

8Refused or Unclaimed Packages

If a package is refused at delivery or not picked up from a service point, it will be returned to us automatically. This is not considered a standard return.

A small processing fee (up to $10.33) may apply to cover return costs. This does not apply to returns initiated through our normal process.

9Shipping Protection

For $3.95, you can add Shipping Protection at checkout.

Covered: Packages lost, stolen, or damaged during transit.

Not covered: Incorrect address provided by customer, packages marked delivered without proof of issue, buyer's remorse, delays, customs issues, or orders without protection.

How to claim: Email support@duuwe.com within 14 days of expected delivery (lost) or 7 days of delivery (damaged/stolen) with your order number and evidence.

Approved claims receive a free replacement. Refunds only if the item is out of stock.

Shipping Protection is non-refundable and limited to one claim per order.

Need help with a return?

Let's find the best solution together.

Shipping Policy FAQ

support@duuwe.com · Mon–Fri 10 AM – 5 PM · Sat–Sun 9 AM – 3 PM