Return & Refund

Guarantee 100% satisfaction for your shopping at duntery.uk is our main goal. Each order will be through strict quality inspection before it got sent out. We certainly hope you will love our products. However, if you have met some issues with your products, our easy hassle-free return & refund policy will stand by for you.

 

  • 1. Hassle-Free Refund with 15 Business Days

A full refund is guaranteed if you received products that are damaged, defective, or improperly handled (For customized products, 80% Hassle-Free Refunds are guaranteed under the same circumstances). Contact us within 15 business days of the receipt of the package and offer a photo of the package in its original condition. We will arrange a free exchange, return, or a full refund for you. HASSLE-FREE. 

 

  • 2. Return & Refund Conditions

Policy varies based on different item types. Condition details follow

Items Type

Policy Details

Standard Size

Full refund or free return exchange is guaranteed if items arrived in damaged, defective condition.

An 80% refund will be applied for items with no quality issues. Please contact us within 15 business days of the receipt of the package. 

Custom Size

80% refund is guaranteed for custom size products with quality problems ( Very rare cases it might happen)

No return or refund for custom products with no quality issue. So please confirm your sizes, colors, dress patterns before an order is placed. 

Fabric Swatches

Return & Refund is not supported except defective orders. 

Accessories

Return & Refund is not supported except defective orders

“FINAL SALE” Item

Return & Refund is not supported except defective orders

 

  • 3. Fees Incurred

  1. Customers will be responsible for shipping fees to return the package, including delivery fees and any possible shipping material costs.
  2. Shipping fees for the delivery of the package to your destination addresses will not be refunded.
  3. Once applying for a refund, please make sure any promotional gifts are included in the returned package. Otherwise, the corresponding price will be deducted from the refund.

 

  •  4. Other terms to Know

  1. Please make sure items are returned in their original condition. (unwashed, unaltered, undamaged, with our original tag attached). Otherwise, we might not accept a refund or return.
  2. Any returned items without informing and contacting us in advance, no refund will be initiated. All losses will be afforded by customers.
  1. If you wanna apply for a return or refund, please contact us within 3 business days. And package should be returned within 15 business days.
  2. For packages that might be lost or damaged within the return shipping process, customers are responsible for it. Please keep the tracking information receipt.

 

  • 5. Return Procedure

  1. Contact us (service@duntery.uk) within 3 business days since the package arrives.
  2. Offer order number, describe problem details, upload some photos to prove the issues.
  3. We will respond within 1-2 business days for your case.
  4. Return request is approved. We will provide an address for receiving the returned package via email. Leave a note in the returned package with the following information: Order number, your order Email, your name.
  5. Once your package is shipped out, please offer us the tracking ID of the package.
  6. 3-5 business days for us to inspect and check the quality issues once we receive your package.
    • Any returned products found with no defective issues that you mentioned will not be refunded.
    • Any returned products found to be tampered with by customers will not be returned or refunded.
  7. After we confirm order issues, the refund will be issued to your original payment account. It might take 10-15 business days for the money to go back to your account (This time is determined by the bank). We do not support refunds to alternate payment cards or via other payment methods.
  8. For free shipping orders, as shipping costs are also incurred, therefore we will deduct the original shipping cost from the refund.

 

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RETURN ADDRESS: 

Room E3, 5th Floor, Lianshi Building 1001 Pinglong Road, Gusu District, Suzhou City, Jiangsu Province, 215000, China Same as company address)  Tel: 00-86-512-89579986  Email: service@duntery.uk

 

Note: Any returned items without informing and contacting us in advance, no refund will be initiated. All losses will be afforded by customers.

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  • 6. Order Cancellation

As once we receive your orders, the production process will be arranged. So please fully understand that order cancellation is not free under specific conditions.

  1. Free order cancellation is supported within 24 hours after your payment. Please contact us in time.
  2. 50% of order subtotal will be deducted as processing and material fee for order cancellation within 24-72 hours after your payment.
  3. 70% of order subtotal will be deducted as processing and material fee for order cancellation within 72-120 hours after your payment.
  4. Order cancellation is not supported after 120 hours of your payment.

Order cancellation is not supported once a package has been shipped out.

 

  • 7. Adjustment and Reimbursement

  1. As clothes are handmade, there will be little size difference due to manual measurement. You might need additional adjustments or modifications at your expense.
  2. Limited alterations reimbursement will be supported for all dresses. Please send the photo of the receipt you get from the tailor to service@duntery.uk. We will process the reimbursement within 3-5 business days。
  • Below are reimbursement limits for our dresses:
Dress £99 or less - Reimbursement limit £15
Dress £100 - £199 - Reimbursement limit £20
Dress above £200 - Reimbursement limit £35
Contact us within 3 business days from the package arrival date for the reimbursement issue.

 

  • 8. Exchanges

  1. Exchanges service is not supported as all orders are made to order. So we do not have dresses in stock available for exchanging service.
  2. If you need an exchange, please place a new order and return the unwanted items ( which should be eligible for our return and refund policy)

 

Duntery UK reserve the right to make any changes to our return and refund policy at any time. Changes will be updated on this page.

 

GET REPLY IN 24 HOURS

If you have any questions, please do not hesitate to contact us. Our customer support team will respond to your inquiries within 24 business hours.

Email: service@duntery.uk

Phone Number: 00-86-512-89579986
Company Address: Room E3, 5th Floor, Lianshi Building 1001 Pinglong Road, Gusu District, Suzhou City, Jiangsu Province, China , Post Code: 215000