Exchange & Return

RETURNS

You are welcome to request a return within 10 days of your parcel being received. Items must be returned in original condition, unworn, unaltered, unwashed, with original packaging and with all tags attached. duo does not cover the shipping cost for returning an item. We recommend using a traceable service to reduce the risk of lost parcels. Please make sure you write your order number on the package.

Please read through the conditions in the section below to ensure your item is eligible for a return. duo reserves the right to deny the return if the item(s) fail to meet our return policy requirements, which is in keeping with Fair Trading laws.

 

FULL PRICED ITEMS

Items that have been purchased at full price are eligible for a refund, exchange or credit when returned to us within (14) days from your delivery date. Please note, we are unable to refund or credit the cost of shipping.

 

PRE-ORDER ITEMS

Pre-order and Sale items are final and are not eligible for return, exchange or refund unless deemed faulty.

 

FAULTY RETURNS

We hope you never receive a faulty item and are so sorry to hear you may have, we understand this is really disappointing. Please email us within 7 days of receiving your order. We require your order number, images of the fault and a small description to us by WhatsApp or Email.

If something you ordered has a minor fault, we will assist you with a replacement or a repair. If your item is deemed to have a major fault you have the option of a replacement, refund or credit note.

 

REFUNDS

  • Shipping charges will not be refunded.
  • Cost of shipping returned items are completely payable by the customer.
  • Your refund will be processed within 3 days of receiving the items. You will receive a notification by email once your refund is processed. Please note that it might take between 3-14 days for your bank to return the amount to your account.

 

EXCHANGE

  • Unfortunately, we do not offer free exchanges for orders.
  • If you would like to exchange any item, it will be treated as a return and you must place a new order for the item you would like instead.
  • Shipping charges will not be refunded.