Refund policy

At DUENDE, we are committed to providing high-quality products and dependable customer service. Because each piece is made specifically for your order, returns and refunds are available under the following conditions:

  1. Issue-Reporting Period: Problems must be reported within 14 days of delivery. Contact us promptly if your order arrives damaged, defective, misprinted, or incorrect.
  2. Required Information: Include your order number, a description of the issue, and clear photos or videos showing the affected item. Additional evidence may be requested to process your claim.
  3. Made-to-Order Items: We cannot accept returns or exchanges due to an incorrect size or color selection, personal preference, or change of mind. Please review the product description and size guide carefully before ordering.
  4. Return Instructions: Do not send an item back without prior approval. If a return is required, we will provide the correct return address and instructions. Unauthorized returns may not be accepted.
  5. Replacements and Refunds: Approved claims may receive a replacement or refund. Refunds are issued to the original payment method within 10 business days, although additional processing time may be required by your bank.
  6. Shipping Costs: Original shipping costs are non-refundable unless the item arrived damaged, defective, misprinted, or incorrect. DUENDE will cover applicable replacement costs when the issue resulted from a manufacturing or fulfillment error.
  7. Order Changes: Changes or cancellations are not guaranteed once an order has entered production.

For questions or assistance, please contact us through our Contact page.

Thank you for shopping with DUENDE.