We will gladly replace defective or missing parts at no additional charge. If your item arrives damaged by courier, please inform us immediately so we can rectify the issue. 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. We are unable to provide complimentary return shipping. Please keep in mind, large items are very costly to ship. Return Policy does not apply to Imperfect Sale/Sale items, they are final sale.
Please open your baskets upon receipt. Do not remove plastic seals on cloth items. All merchandise must be returned in its original packaging with pads, linens, and cushions being unused and sealed. Cloth items & stands which are returned opened/repackaged will be disposed and a refund/reshipment can not occur. Please do not return items which do not meet the policy.
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. 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. 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 once processed as returns.
Items returned as undeliverable or with an address error, are processed as returns and refunded per the policy. Items delivered to provided old/wrong addresses and not returned are not eligible for refunds at all.