Refund policy

We strive to deliver excellence in both our product quality and your shopping experience at Duvrier. Here, you will find all necessary information concerning how we process cancellations, returns, exchanges, and refunds for customers receiving orders within the United Kingdom.

Cancellation before shipment

You may request to cancel your order at any time before it has been dispatched.
To request a cancellation, please email support@duvrier.co.uk with your order number.

Please note that dispatched orders cannot be recalled; you will need to wait until the package is delivered and then proceed under our 30-day Refund & Return guidelines.

Return window

You may return your item within 30 days from the date you received it.
Whether you’ve had a change of heart, no longer like the style, or the item isn’t what you expected, we are here to help.

Please note that any returns received after the 30-day period cannot be accepted.

Condition of returned items

We can only accept returns if the item is:

  • unused

  • undamaged

  • in its original condition

Items should be returned in their original packaging, and you will need to provide proof of purchase (for example your order number or confirmation email).

How to return an item

1. Email us first
Send your order number to support@duvrier.co.uk so we can confirm your return and avoid delays.

2. Pack your item securely

  • Use the original packaging where possible

  • Make sure the item is unused and undamaged

  • Place your order number or confirmation email inside the parcel

3. Choose a courier and pay postage
For non-faulty returns, the return cost is paid by the customer. We recommend using a tracked service.

4. Keep your proof of postage
This helps us trace your parcel if needed and speeds up refund processing.

Return costs

If you choose to return an item due to a change of heart (where the product itself is not defective), please note that you are responsible for covering the return shipping fees, which are non-refundable.

No Restocking Fees

We do not charge any restocking fees for returns.

Receiving Damaged or Wrong Items (Your Statutory Rights)

If your item arrives faulty, damaged, or not as ordered, please contact us at support@duvrier.co.uk before returning it.

In these situations, in line with the UK Consumer Rights Act 2015, we will cover reasonable return shipping costs or provide you with a prepaid return label. We will then work with you to resolve the issue as quickly as possible.

Refund processing time

After your return arrives and undergoes inspection, we will email you to confirm receipt and inform you if the refund has been authorized.

Once approved, the funds will be automatically credited to your original method of payment within 10 business days. Please remember that postage fees for returning items without defects are excluded from the refund amount.

Exchanges

We can arrange an exchange in the following cases:

  • you received the wrong item

  • you received the wrong size

  • the item is faulty or damaged

To request an exchange, please email support@duvrier.co.uk with your order number and, where possible, clear photos of the issue.

Gifts

If the item was marked as a gift at checkout, any approved refund may be issued as a gift card instead of being returned to the original payment method.

Lost or delayed refunds

If you have been notified that a refund has been processed but cannot see it yet, please first check your bank or card account again. Next, contact your bank or card provider, as it may take some time before your refund is officially posted.

If you still cannot locate your refund after doing this, please contact us at support@duvrier.co.uk and we will be happy to help investigate.

Shipping recommendations for returns

When returning merchandise valued above £75, we highly suggest selecting a shipping method that includes tracking or insurance coverage. Please be aware that if you opt for a non-tracked service, we are unable to guarantee the safe arrival of your return.

Note on the guarantee

  • The guarantee covers manufacturing or material defects only.

  • It does not cover misuse, accidental damage, or incorrect care of the product.

  • This guarantee does not affect your statutory rights under UK consumer law.

Company Information

Company Name: Duvrier
Email: support@duvrier.co.uk
Phone number: +44 7413468898

Address: Weegschaalstraat 3, 5632 CW Eindhoven, Netherlands


Customer Service Hours:
Monday to Friday: 9:00 AM – 5:00 PM
Saturday to Sunday: 9:00 AM – 1:00 PM
(GMT+00:00) Greenwich Mean Time (London)

Average response time: within 24 hours