Shipping & Returns
All Orders are shipped by Fedex, USPS, or UPS ground within the USA. All orders are currently dispatched within 7-10 business days. This can be longer during sale periods. This is a handmade item, please order in advance. Once dispatched it takes 3-5 business days to arrive to most addresses. 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. After which your item may be shipped domestically/internationally to you. Please note that all items will ship together, unless otherwise noted.
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.
Please make sure shipping addresses are correct upon confirmation of your order. Shipping to the incorrect address is non-refundable. Package returns are refunded based on our return policy, minus actual shipping costs.
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.
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.
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.
We are unable exchange or switch an item once received. Please refer to our return instructions below.
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