Shipping & Returns

Shipping Policy

All orders should be opened and removed from packaging immediately upon delivery. This is a natural product.

Contiguous USA

  • All large packages are shipped by Fedex Ground, UPS Ground, or DHL to customers within the Contiguous USA.  

  • All orders are prepared within 7-10 Business days. This can be longer during sale periods, holidays, or poor weather. Business days do not include weekends and holidays. 

  • If your item is a pre-order, or any item in your order is pre-order, it will ship by the specified date. Do not plan for it to ship before that. 

  • After Shipping, Your item should arrive within 2-7 Business days. 

  • If your address is entered incorrectly, We can not cover the cost to reship or refund based on this. Please carefully enter your details. 

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.

Non-Contiguous USA & APO/FPO/PO Box

  • All large packages are shipped using DHL. This requires a street address. 

  • If you wish to receive your item by USPS Parcel Select or USPS Priority Mail, you must make this selection at checkout. 

  • We can not ship by USPS using a Free Shipping Option. 

  • Courier Delays & Customs Issues are not controlled by us.

All International Locations

  • All Baskets are shipped using DHL. This requires a street address. 

  • All Accessories ship from the USA. We do not ship any accessories by DHL. If this shipping option is selected, The order or accessories will be cancelled.  

  • If you have accessories in your order or wish to receive your item by USPS International mail services, you must make this selection at checkout. 

  • We can not ship by USPS using a Free Shipping Option. 

  • Courier Delays, Customs Duty & Taxes,  & Customs Issues are not controlled by us. We do not pay your local tax charges and can not modify invoices. 

  • Returns due to failure to pay local tax will be refunded based on our return policy. 

Missing Packages

  • Upon Shipment a tracking number is immediately sent for all packages. 

  • If an item shows delivered on the tracking but did not get delivered to your home, Please contact the courier immediately. 

  • It is required that you contact the courier to open a claim and confirm the item was not delivered to you. We need this claim number to proceed. This has to be done by the recipient. 

  • After you contact the courier and file the claim, please email us with the claim number. 

  • We can only reship missing packages. We can not provide refunds for missing packages. We understand your frustration and will work with you and the courier to replace the items. 

Return Policy

All orders should be opened and removed from packaging immediately upon delivery. This is a natural product.

We will gladly replace defective or missing parts at no additional charge, if notified of the problem within 7 days of receipt. Our all natural grass baskets can become misshapen during transit. Reshaping instructions/video are on our website. This is not considered a defect. Colors and weaving are done completely by hand, natural and handmade variations may occur. We are here to answer any questions and support your decision before your order is placed, please let us know how we can help.


Exchanges
We are unable exchange or switch an item once received. Please refer to our return instructions below.

Returns
If for some reason you wish to return your item, you can ship the item back to our warehouse within 14 days of receipt. Due to the nature of our products, we can not make exceptions to this limitation. Please open your item upon receipt. Shipping for returns is paid for by the returnee, we do not provide return shipping. All merchandise must be returned in its original packaging with pads, linens, and cushions being unused and sealed.

Upon return, your item will be inspected and exchanges, credits or refunds will be issued for the purchase price. Any taxes charged will be refunded in accordance with applicable laws (Continental USA Only). Actual shipping costs are non-refundable and will be deducted from your refund credit. This applies even if a code, discount, or promotion was used at the time of purchase. Packages returned due to incorrect address are refunded, minus actual shipping costs. Please keep in mind that actual shipping costs are doubled when an item is non-deliverable.

Design Dua reserves the right to refuse returns or exchanges of items that are not in as-new condition due to use, damage, or misuse by the client. We will be unable to ship these items back to you without an additional shipping charge.


Please be kind and patient with our small customer service team. We are available during business hours only 9am-6pm GMT. If outside of this, we will get back to you as soon as we can. Thank You