Return & Refund

Duntery is committed to providing customers with better products and customer service. Before each item is shipped, our professional QA team strictly inspects the products, so the quality of our products will be well guaranteed.

 

1. EASY REFUND within 15 business days

We hope you love what you've ordered! But just in case you're not 100% satisfied and we want to make sure your shopping experience is both easy and comfortable.

  • For any damaged, defective, or improperly handled STANDARD SIZE DRESSES, we will immediately give a full 100% refund.
  • For any damaged, defective, or improperly handled CUSTOM SIZE DRESSES, 80% Hassle-Free Refund are guaranteed
  • If you find any quality problems with our products when you receive the package, please contact our customer service team within 15 business days. We will arrange a free replacement, return or refund as soon as possible.

 

2. Return Policy Conditions

For different products, Duntery provides a different return policy. The following are the details of the return policy:

Product

Return Policy

Standard size dresses

For any damaged, defective, or incorrectly shipped standard size dresses: Full refund or free return exchanged is guaranteed.

For standard size dresses that have no quality problems: We offer an 80% refund. 

Please contact us within 15 business days of the receipt of the package. 

Custom Size Dress

 

For any damaged, defective, or incorrectly shipped custom size dresses, 80% refund are guaranteed. (custom size comes with quality issues in very rare cases)

For products that have no quality problems, no refund is supported. So please confirm your sizes, colors, dress patterns before an order is placed. 

Fabric swatches

No returns / Refunds for any reason except defective orders. 

Accessories

No returns / Refunds for any reason except defective orders

Any other items marked FINAL SALE

Dresses / Swatches / Accessories and other items marked as FINAL SALE cannot be returned or exchanged.

 

3. Fees Incurred

  • Shipping fees for the delivery of the package to your destination addresses will not be refunded.
  • Customers are responsible for returning package shipping fees including but not limited to, the cost to ship back and any shipping materials cost. so we recommend returning all unwanted items at one time.​
  • For return, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.

 

4. Other Terms About Return

  • All items must be returned in original condition (unworn, unwashed, unaltered, and undamaged) with the original tags attached. We may fail to process the return of any items that do not adhere to this return policy.
  • IMPORTANT: We will not provide any return on items without our permission, and all losses will be afforded by customers. Please contact us in advance. 
  • To process the return, please contact us within 3 business days. The item must be shipped back within 15 business days including weekends after the receipt of the package. 
  • We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.
  • Dresses / Swatches / Accessories and other items marked as Final Sale cannot be returned or exchanged.

     

    5. Return Procedure

    • Step 1: Contac us via service@duntery.com within 3 business days of receiving your order. Upon emailing to us, please include order number, describe the quality issues, and attach some images about the problems
    • Step 2: Our support team will reply to the issue and offer solutions within 1-2 Business Days
    • Step 3: If your return request has been approved. Please return the dress to us with the address we provided ASAP (3-7 business days). 
      • Following information must be written on the paper and sent to us in the package: Order Number, Order Email, Full Name. This is very important for us to recognize your package. We are not able to arrange a refund without this information.
    • Step 4: Offer the tracking number of the returning package to service@duntery.com
    • Step 5: Please allow us 3-5 business days to check the returned items. We need to confirm the quality issues you mentioned.

    • Note: Any product returned found not to be defective cannot be refunded.

    • Note: Goods found to be tampered with by the customer will not be replaced but returned or refunded.

    •  Step 6: After quality issues confirmed, we will immediately innitiate refund to your original payment account. Please note: Refund cannot be returned to alternate cards or different forms of payment.

      • Once the refund has been processed by us, it usually takes 10-15 business days for the money to get back to your account, but the specific payment arrival time is determined by the bank, and we do not know and do not process it.
      • For free shipping orders, as shipping costs are also incurred, therefore we will deduct the original shipping cost from the refund.

     

    6. 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.com

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

     

     

    7. 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.

    • Orders can't be canceled once the parcel is shipped out
    • Free order cancellation is supported within 24 hours after your payment. Please contact us in time.
    • If contact us within 24-72 hours after your payment is finished, 50% of the dress price will be charged as a material and processing fee.
    • If contact us within 72-120 hours after your payment is finished, 70% of the dress price will be charged as a material and processing fee.
    • If after 120 hours, Order cancellation is not supported

       

      8. Adjustment And Reimbursement

      • Because all our clothes are handmade. Please kindly understand that there may be a little difference due to manual measurement. Therefore, you may need additional modifications or adjustments to obtain your ideal and suitable dress at your expense.
      • To provide better product service, we provide limited alterations reimbursement for all dresses (including standard size dresses and custom size dresses). You only need to submit the photo of the receipt you get from the tailor via email to service@duntery.com, and we will process it within 1-3 business days.
      • Below are reimbursement limits for our dresses:
        • Dress $99 or less - Reimbursement limit $15
        • Dress $100 - $199 - Reimbursement limit $35
        • Dress above $200 - Reimbursement limit $50
      • Please note: The request on the after-sale problem shall be issued within 3 business days since the arrivate date of the package. 

       

       

      9. Exchanges

      • 1. We do not offer an exchange service on any of our products. This is because most of our dresses are made to order. We do not have in-stock dresses to ship in exchange for the items you return.
      • 2. If you insist on an exchange, you will need to first return the unwanted item (if it is eligible for our return policy) to us and then place a new order for the replacement item. The new order will not honor the previous promotional pricing or discounts used when the original order was placed.

       

       

      10. CONTACT US

      • Business Address: Room E3, 5th Floor, Lianshi Building, 1001 Pinglong Road, Gusu District, Suzhou City, Jiangsu Province, 215000, China (Same as return address)
      • Email Address: service@duntery.com
      • Phone Number: 00-86-512-89579986
      • Online Chat: Chat with us via the online chat app (Click the icon Right corner of our website)

       

      Duntery.com reserves the right to make any amendments to this policy at any time. Notification of any changes will be published on this page. If you have any inquiries regarding cancellations or any of our other policies please Contact our Customer Service Center, We will reply to you within 1 business day.

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