Returns & Exchanges
We Do Not Offer Exchanges
If you order an incorrect item and wish to change it, please follow the return policy below.
We are unable to ship a different item, without a new order.
To start a return visit our return center here.
- We Accept Returns of Items Within 14 Days of Receipt (See Below)
- Vintage Items, Sale Items, and opened cloth products are not returnable
- Customers are responsible for the cost of return shipping (To avoid the inconvenience of returns, please reach out prior to ordering.)
- We Do Not Provide Return Shipping Labels
- Cost of shipping large items can at times exceed the cost of the item, Please make a careful selection. We are here to help.
- When ordering gifts, please use our gift card service, we do not provide exchanges.
- Returns are credited minus the actual cost of outbound shipping.
- Return Tracking must be provided at the time of return.
- We are not responsible for returns which are lost in the mail.
- All merchandise must be returned in its original packaging with pads, linens, and cushions being unused and sealed.
Damage & Assembly Parts
- We will gladly non-functioning, or missing assembly parts at no additional charge, if notified of the problem within 15 days of receipt.
- We do not replace baskets due to their handmade nature or shaping. This is normal, please see care instructions & videos on how to reshape.
- Design Dua baskets are completely handwoven in open air. They are not machine made items. They are naturally made baskets and shape, size, symmetry are not the same as machine made items. We inspect all items strictly for quality. There are not defects.
- If you face an issue with assembling your stand or any accessory part once in use, we will also assist you to make sure your purchase is usable within 6 months.
- After 14 days receipt, we will only replace parts based on our warranty, we will not refund or return used items or items damaged during normal use.
Design Dua products that were purchased directly on our website are eligible for a 6 month manufacturing warranty, which includes product defects not caused by customer use or washing.
The following issues are not covered by our 6 month warranty:
- shrinking fabrics
- discoloration from laundry detergent/color bleeding
- uneven fill after washing
- Items purchased from our Imperfect Collection
- Damage caused by removing the tags/safety labels
- Damage caused by tampering with the zipper seam/closure etc.
- Items damaged by incorrect use.
- Baskets damaged from being left wet, in damp place, or in sunlight.
- Items without trace to original purchase information.
Please read our use and safety instructions completely. Misuse and damage caused by any of the above is not a defect and can not be replaced. Please email email@example.com, with any manufacturing concerns and our team will be more than happy to work with you on resolving any issues.
We take time to inspect and prepare every item that goes out. Please also make sure your order is correct upon delivery.
- Our all natural grass baskets can become misshapen during transit. Reshaping instructions/video are on our website. This is not considered a defect. We will not replace for this reason.
- Colors and weaving are done completely by hand, natural and handmade variations may occur.
- Vintage items come with natural imperfections as noted on the product page. We can not return or exchange vintage items, please read well before purchase.
We are here to answer any questions and support your decision before your order is placed, please let us know how we can help.
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.
We are unable to refund, return, or exchange items outside of our return policy window. If after use, you no longer find the item suitable we can only provide you with assistance to your specific issue. We can not do returns on used items outside of the policy.
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