FAQs

FAQs

Please Read this section before your Purchase. Upon Checkout you confirm that you read and agree with this information. 

Can someone assist me with my selection?

We love helping customers find the right item for their nursery. Please email us at team@designdua.com, we will get back to you within 24-48 hours. Our offices are not open on Weekends. 

Please note that once an order is placed we cannot edit, add to, or make changes. Please double check your shipping address and cart contents before ordering. Unfortunately, we cannot ship to PO Boxes within the USA. APO/FPO shipments may delay (Please see more below). Shipping charges are per address.

Please note that orders of our items made on Houzz, Amazon, or other shops are subject to those store policies. If you ordered on another website it is best to read all information available to you on that site and contact their customer service department regarding any issues.

We are here to help you. Please be patient, we are a small team.

 

Shipping Policy

USA

All Orders are shipped by Fedex, USPS, or UPS ground within the USA.  All orders are currently dispatched within 3-5 business days. Once dispatched it takes 3-5 business days to arrive to addresses in the continental USA. Unless it is noted differently on the product page. If there is poor weather or holidays, this can take longer based on the couriers schedule or weather impact. We are unable to control courier delays due to weather and holidays, please order in advance.  If you are located outside the continental USA (Hawaii, Alaska) , all available mail service options take a minimum of 7-10 days and up to 3 weeks for delivery. 

If you placed your order during a Sales or Pre-order event, it may take up to two weeks to be dispatched. 

Express Shipping: Due to the large size of the package, Express shipping is costly. We strongly encourage you to order in advance. If you express ship a pre-order item, it can not be shipped until it is in stock. Once in stock, we will use one day shipping to get this to you. Once dispatched and shipped by express mail we can not refund shipping charges due to courier delays. 

Shipping to APO/FPO Addresses

Orders shipped to APO or FPO addresses will ship via Parcel Post.

Once delivered to an APO or FPO address, tracking information is no longer available.

After an item reaches the APO/FPO hub in the United States (typically within 3-5 business days), it is up to the government mail system to deliver the shipment to the intended destination.

From there, surface mail is used and may take up to 8-12 weeks. This is because the package may be placed on a ship instead of an airplane. In some cases (especially with larger items), the container an item has been placed on needs to wait to be filled before making it onto a ship. This can result in longer delivery times as well.

In some instances, larger, heavier items cannot be shipped via Parcel Post.

Note that free shipping offers exclude Parcel Post shipments.

International Orders

Please note that all international orders shipped by standard mail must go through customs processing. Customs in your country may assess packages and charge duty on them. We do not pay foreign duty charges. Customs processing may cause delays that we can not control.

For order of a bassinet or any smaller item, Total delivery time can take 2+ weeks. Larger packages, including multiple baskets, vintage items, or large dog beds take 4-6 weeks to arrive. We are not always able to track these items online.

Orders to Russia, Eastern Europe, South Korea, and South Africa take 4-6 weeks. We can not track these items online at this time. 

If you are due soon, we will be unable to do anything once the item is shipped unless you return it upon receipt. If you would like to use an expedited service, Please email us. This service usually costs $200+. 

Please note that your government customs office will contact you regarding your import. You must finalize all documents and requests from customs in your country, this is required by your government. It is not something we can do. This is a local tax authority and local taxes must be paid by you on your purchase. We can not change documentation for you, this is illegal. Your local taxes are not pre-paid. 
 

When should I place my order?

For Precaution, in case of early delivery, Please place your order at least 3 weeks before your due date (8 weeks international). If your order is needed within a few days, please select express shipping. We can not rush an item with standard shipping if you request it by email after the order. Only Express shipments will be rushed. We are unable to rush your order once it is shipped out. 

What if I miss delivery?

Please be aware that the courier does not hold packages for more than 3-5 Days (Standard). This means that they will return your package to us if you do not communicate with them for delivery. We have no control over shipping companies. All items that require double shipment will incur an 18% restock fee. 

Can you do a price match for me on the item I purchased before a sale?

Sorry, all sales are for the specified time period. We can not apply a sale to previously purchased products.

What is your refund process?

**PLEASE READ OUR REFUND POLICY PRIOR TO PURCHASE.**

All of our handwoven bassinets, Home Decor, and vintage items, and pads are Final Sale.

We do not permit exchanges.

If you are purchasing a gift, please use our gift card service. If the recipient does not receive the exact design they want, this may be very disappointing. Gift cards have a much better outcome.  

Due to the nature of our products, we are unable to change our return policy under any circumstances. If you would like to discuss your purchase prior to placing an order, we are available by email and chat. If you have any questions about colors or patterns, please ask in advance. This is a handmade product. 

For all other items, we accept returns of unused items in their original packaging within 15 days of receipt. Return shipping is the responsibility of the customer. 

All returns and exchanges incur a 18% Restocking Fee and return shipping must be taken care of by the buyer. 

We do not do exchanges or provide return labels.

Damaged Packages or Items

Please note that if a box arrives in a damaged condition (wet or crushed) please reject the shipment. The mail provider may claim that the damage was not caused by them, Do NOT accept the package. If the package was left, you can contact the crier We do not ship damaged packages nor do couriers accept damaged packages for shipment. If packaging is damaged, it is the responsibility of the carrier not to deliver it in that shape. Once you notify us, we will promptly send a new one. 

Once it is sent back into the system, the shipper will have to take responsibility and we will fully refund you for the item or ship a new one. Please be aware that if you accept the damaged package, the mail service will not return the box without payment. 

Please be kind to our customer service team, each person deserves respect. We are here to assist you.  

About the Baskets

What is the process involved in making the baskets?

Baskets are handwoven with elephant grass. Elephant grass is similar to hay. After it is woven, it must be trimmed. It takes several days to split, roll, dye, and weave the grass into beautiful creative and useful items. After the baskets are complete they are steam cleaned and accessorized.  

Basket Colors and Variations

Our baskets are dyed in a traditional manner by mixing and boiling powdered colors to achieve specific colors. For instance, yellow and blue are mixed to make green. Environmental factors heavily influence the coloring of the baskets. The natural elephant grass varies in color from white to green. This serves as the base color, which affects the final result. This is natural and we can not change this. As a result, when dyed certain colors can vary slightly. We can not guarantee specific tones of colors. If you have any questions, please email team@designdua.com before your order is placed. Please see more on colors below. 

Understanding our Baskets

We sell handmade baskets made from Elephant grass. They are hand dyed and woven. Due to the handmade nature of the basket, variations may occur. The grass is dried and handwoven. It is similar to straw and very sturdy. This material is not similar to traditional palm leaf moses baskets, it is harder. Our baskets are of the highest quality and any that are not neatly woven are not sold. Basket liners are sold in the accessories section of our site. Other liners can be purchased from shops on Etsy. There are instructions on how to use this basket with a breathable muslin blanket. If the item is not used with a liner or a blanket intentionally, we will be unable to refund due to the texture of the item. 

Due to the nature of the basket , pieces of grass may stick out (especially near the handles after use). These pieces of grass can be trimmed closely with scissors. You must routinely check the item to make sure no tiny grass pieces need trimming. Please understand that it is a natural product and can not be left in damp rooms or wet without fully drying it. 

Colors 

Our colored baskets are traditionally dyed. This means that powdered colors are mixed, boiled, and the grass is submerged in the color. The colors are based on the Primary color system and mixtures must be used to get certain colors.

For example; Green + Yellow= Blue.

All colors may vary due to the fact that they are dyed using the natural grass as a base. This grass can vary in color from yellow-green to off white. This is what causes variation in coloring because it serves as a third color. As a result, we can not guarantee specific color tones (Rust brown vs. terracotta brown or Dark Blue vs. Navy Blue). Our darkest colors are mixed to achieve our Midnight color which is the closest to black. If you have any concerns about the color selection you wish to choose, please email our customer service to receive feedback about the specific item that will ship to you. This must be done before the order. Due to courier shipment times, orders are prepared as quickly as possible and dispatched. 

Handles 

Our baskets handles are finished with either Moroccan Leather over straw handles, Vegan cloth handles made with durable heavy felt like material, or plain raw grass handles. We do not use vegan leather to make our baskets,  due to elasticity issues it will not withstand the test of time over the straw. Our vegan baskets are made to suit our vegan customers. We are unable to change the handles once shipped.  

Are your products made with safe materials?

Our products are made with dried elephant grass, powdered dyes, and lac. They are 100% lead free. We do not use pesticides when growing the grass. The dyes are similar to those used in toys, clothes, utensils, and furniture. The dye does not rub off, it is sealed within the grass. This does not create a risk of ingestion or inhalation for your baby. There are no Flame Retardants, Phthalates, or other heavy metals. ALL VINTAGE ITEMS ARE POLISHED, LIKE WOOD.

Our handles are made from cotton/polyester cloth or Moroccan leather. Our pads come in foam or 100% organic unprocessed kapok fiber with cotton covers. Firm Foam pads are recommended by most government regulatory bodies for infant sleep. Our organic mattresses are for those who have an aversion to foam. Please understand that natural kapok is not as firm as foam by its nature. Our liners are made from cotton. Custom liners can be purchased from other companies on Etsy. Please make sure they are an exact fit, as we can not guarantee fit for liners made by other companies. 

Which Mattress should I select?

Our pads come in foam or 100% organic unprocessed Kapok fiber with cotton covers. 

Firm Foam pads are recommended by most government regulatory bodies for infant sleep. Our organic mattresses are for those who have an aversion to foam. Kapok mattresses are pinned and tufted, covered with heavy cotton. Please understand that natural Kapok fiber is not as firm as foam by its nature. We understand that some are opposed to anything that is not organic and offer this option. If you are interested in purchasing an organic pad that fits the bassinet and is made of a harder material, we suggest checking shops on Etsy or Naturpedic which makes custom size bassinet pads. 

Due to the nature of the basket material, the basket can naturally expand. Bassinet mattresses should fit well enough that the baby will not slip between the pad and wall of the bassinet. If there is a small space, this is not harmful if used according to the instructions provided. 

What sheets are compatible with your baskets ?

Classic cotton sheets are available on drop down for orders made on Designdua.com. You can also find additional sheets under Accessories. 

What stands are compatible with your baskets ?

The most compatible stands for our baskets are those available on our website. Jolly Jumper Rocking stand, available on Amazon and in other baby stores can fit our baskets. 

Stockists & Wholesale 

Do you sell wholesale?

We do work with stores around the world to retail our products. We supply ready to shelve high quality handmade products. We fulfill large and custom orders. Please contact us at hello@designdua.com for more information. 

Do you work with other stores?

Yes. We work with other sellers of baskets, children's goods, and home decor to share our products with the world. We have had tremendous support from other small businesses. If you would like to purchase our products in person, we may be able to refer you to a vendor in your area. 

Please note that we are not affiliated with The Gypsy Wolf Boutique or FitBohemianBlonde. Any correspondence from this shop or individual is in no way approved by our shop.