WHEN WILL YOU SHIP MY ITEMS?
- All orders are subject to a handling period before shipment, usually 2-4 business days.
- Most orders leave the warehouse within 2-4 business days after receipt of payment. Please allow up to 7 business days for order processing and shipment.
- You will then receive notification of both processing and shipment. Please expect 10- 20 days to receive your order.
Orders may be cancelled if they have not been processed and shipped (10% cancellation fee will apply). After they have been processed they may not be cancelled.
Please make sure to provide the correct shipping address.
Duvely online store can not be held responsible for items shipped to incorrect addresses provided by the buyer. In such cases, the buyer will be responsible for any additional shipping fees incurred to ship to the correct address.
In some cases, international shipments will require import/customs taxes be paid. These will be the responsibility of the buyer under ALL CIRCUMSTANCES.
Duvely will not be held responsible for customs taxes.
WHEN WILL MY ITEMS ARRIVE?
Most items should be received within 10-20 business days, except international deliveries which vary by country. For other specialty and promotional items, please allow up to 4-6 weeks delivery time as they may be MADE TO ORDER items.
Some of our items have options for express shipping.
If your items have not arrived within 30 days of the date of the original purchase, contact Customer Service at email@example.com
We charge a standard shipping fee of $5.95 per order worldwide. We also have options for Expedited Express Shipping.
REFUND & REPLACEMENT POLICIES
If you received an item that is damaged or faulty, simply send us a photo or a video of the defective product at firstname.lastname@example.org and we will have it validated. Once validated, DUVELY is more than happy to replace your item with no extra cost on your part. Please contact us within 48 hours after you received your order for the replacement to be valid.
We are committed to our customers and want you to be happy. We stand by our products and offer a 15-Day customer satisfaction guarantee. If for any reason you are not satisfied with our products, just send it back to us in the first 15 days and receive a refund (item price excluding original cost shipping cost)
To be eligible for a return/refund, your item must be unworn, unwashed, unused or otherwise in the same condition that you received it. It must also be in the original packaging.
Wearable Items are NOT eligible for returns (underwear, leggings, clothes) for hygiene reasons.
Only in the event that a printed Shoes or clothing are damaged upon arrival will we replace the item at no additional charge.
We do not provide pre-paid shipping packages to send products back to us. You must send back unwanted product at your own expense.
DUVELY will not be held liable to any lost or misroute parcels. Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening.
You may request a cancellation within 12 hours after purchase. Otherwise you will have to return the product in order to get a refund. As we have already started the shipping process. Please be sure to thoroughly read our descriptions and processing times.
There will be a 10% cancellation fee/restocking fee from the total amount of the cancelled order (even if the cancellation happened within the 12-hour period). This is to compensate the bank fees and the restocking fees we've lost during the fulfillment process of your order.
DO YOU SHIP INTERNATIONALLY?
Yes, We ship worldwide.
HOW DO I TRACK MY PACKAGE?
You can check on the status of your order at any time by inputting your tracking number here: https://t.17track.net/en
You can also reach out to our customer support desk at email@example.com to ask questions anytime.
Feel free to email us to check on your order status. We're happy to help.
My tracking number does not work?
Once we send your tracking number to your email, you must wait for 5 to 10 business days to update your tracking. That does not mean that your order is stopped. It is only a lack of updating on the part of our shipping service, but your order is in transit
I ordered 2+ items, but only received one... where's my order?
When you order multiple items at a time, they may be shipped separately as to keep the total perceived value of the order low, thus avoiding any extra duty or sales taxes added by your local Customs. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way!
What should I do if my package says delivered but I don't have it?
If the tracking information indicates that your items have been delivered to the address provided on the purchase but you have not received it, please check surrounding houses, doorsteps etc.. in case another home received it by mistake. Speak with any other tenants such as family, roommates or landlords etc. in the event they received it on your behalf. The package may also have been left with property managers, an apartment office or your local postal provider.
We will always do our best to assist you, but DUVELY is not responsible for packages that are lost or stolen in transit. If you are still unable to secure your package, you must contact the shipping carrier to file a lost/stolen package claim. You can call, send an email or go directly to your postal provider.
What should I do if I entered the wrong shipping details?
Please contact us immediately if you noticed that your shipping details are incorrect. We are unable to allow any changes to your order once it has been shipped. If your order is marked as "returned to sender", we will be required to pass on a subsidized reshipping postage fee of $5 USD.
How do I contact you?
If you have any questions that are not on this FAQ page, reach out to us through the "Contact Us" tab above or email us at firstname.lastname@example.org
I am asked to present my identity documents and a photograph showing the 4 numbers on my card, is that legal?
We often do this type of authentication process..
The goal is to avoid purchases with stolen or cloned cards.
Collaborate with us when these problems arise.
We want to keep our customers happy!
What can I do if my order never arrives?
If you have already spent the maximum time of delivery of your order that is 45 days and your order does not arrive.
Please verify the possible reasons:
- The order was stopped by the authorities of your country.
- The order is in your local post office because it was returned.
- The order was lost.
Please contact us immediately if you believe your order was lost at email@example.com
We will verify that is what happened.
Once verified, we can give a solution to your case and do everything possible to give you the best solution.
If in case the order was lost and never reached its destination, we will refund 100% of your money.
Our maximum interest is that our customers are happy.
How Secure is my Personal Information?
Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.
Does DUVELY offer a Quality Guarantee on the Products it Sells?
If you don’t love your product, we’ll take it back! All of our products are carefully inspected for quality to ensure that we give our customers only the very best.
Unhappy With Your Product? We'll Take It Back!
We stand by our high-quality products and your satisfaction is 100% guaranteed. If you are unhappy with product just emai us at firstname.lastname@example.org