Refunds/Exchange/Returns & Cancellations Policy

* CORONAVIRUS UPDATE*
DUE TO THE CURRENT PANDEMIC WE ARE NOT ABLE TO ACCEPT RETURNS OR EXCHANGE ON ANY OPENED OR USED ITEM, THIS IS JUST TO KEEP OUR STAFF SAFE AND WOULD BE A TEMPORARY MEASURE.

Returns

At Duvez  we don’t just sell the best products but offer a unique experience to our customers as well. If you are not completely satisfied with your purchase we offer full refund or exchange by easily returning the products to us. Our return date is 30 days after the purchase. However, once that time is up we won’t be able to offer an exchange or a refund. You can return any item except for gifts, those are on the house. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please send us an email to info@duvez.co.uk with your order number and the reason for the return.

Order Cancellation

Customers can cancel their order at any time prior to shipping. However, once the order has been dispatched, the order cannot be cancelled, changed, or refunded.
• If you have placed an order and would like to cancel your order, cancellations are only accepted within 2 hours of original purchase date whereby the item haven’t left our premises.
. Where an order is being cancelled within 24 hours, an admin fee may be applied depending on the payment mode, direct bank transfer will NOT attract an admin charges in this case.
• Where refund is being processed an administrative charge of £15 will be applicable- (Clothing items).

Lost/stolen Packages

Free shipping/first class standard shipping: We are NOT responsible for any lost or stolen packages. You will not receive a refund for lost/stolen packages. And your order will not be replaced either.
• All Packages come with a Tracking number depending on shipping class you have selected at checkout. If you have selected a tracked shipping class at checkout, a tracking number will be provided. Royal Mail updates their system every time they put their hands on your package. We will not be responsible for lost package due to incorrect address or invalid address inadvertently provided at checkout, although we will try out best to resolve any issue but we are not promising as long as it’s not a system fault from our end.
• If you will not be home on the expected arrival date/time, you can request to have your package held/ book redelivery at your local with the courier.
• We are not responsible for missed delivery of your package, the customer is responsible for rescheduling a redelivery with the courier, in a situation whereby the customer couldn’t be contacted and the package returned to us, please be aware that the customer will have to pay for it to be resent to them.

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