Returns & Exchanges
We Do Not Provide Complimentary 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.
- 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 (This can be VERY high for large packages. Please contact us with any questions prior to your order.)
- 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 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 replace damaged (mail damage as well), non-functioning, or missing parts at no additional charge, if notified of the problem within 7 days of receipt.
- We do not replace baskets due to shaping. This is normal, please see care instructions & videos on how to reshape.
- 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, we will not refund or return used items or items damaged in use.
- We are unable to replace any item which is damaged over use and time.
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