Manufacturing problems - Any claims for misprinted/damaged/defective items must be submitted within 1 week after the product has been received followed by a set of good quality photos that show the issue the product may have.
Lost in transit - It shall be your responsibility to file any claim with a carrier for a lost shipment if carrier tracking indicates that the package was delivered. In such cases, we will not make any refunds and will not resend the product.
For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If carrier tracking indicates that an order was lost in transit, you may make a written claim for replacement or refund of the lost package. For Products lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date.
Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment.
If you haven't provided an email address while placing an order, you hereby agree that any returned orders due to the wrong shipping address or a failure to claim the shipment won’t be available for reshipping and will be donated to charity at your cost (without us issuing a refund).
Returned by You - It is best for you to contact us before returning any products. We do not refund orders for buyer’s remorse. Returns for products, as well as size exchanges, are to be offered at your expense and discretion.
Items in new condition (unworn/unwashed) can be returned or exchanged within 30 days of delivery. Please note that original shipping charges are non-refundable.
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons, therefore dua AG reserves rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.