Return Policy

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.

Easy Return 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 product, we will immediately give a full refund (For customized products, 80% Hassle-Free Refunds are guaranteed under the same circumstances). If you find any quality problems with our products when you receive the package, please contact our customer service team. We will arrange a free replacement, return or refund as soon as possible.

 

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, including shipping and expediting charges (if there is). 

For products that have no quality problems: We offer an 80% refund on our In-Stock dresses, which will automatically be deducted from your refund. 

Made-to-order Dress

For products that have no quality problems: No returns for any reason.

For products that there is a quality problem: We offer an 80% refund on orders.  

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

No returns / Refunds for any reason except defective orders

Note:

  1. You will be responsible for paying shipping fees back 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.​
  2. The made-to-order dresses usually cannot be returned unless there is a quality problem because they are final sale. So please confirm color, style, and measurements within 24 hours after your payment.
  3. 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.

 

Return Details:

  1. 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.
  2. We will not provide any return on items without our permission, and all losses will be afforded by customers. Please contact us in advance. 
  3. To process the return, please contact us within 3 days. The item must be shipped back within 15 days including weekends after the receipt of the package. 
  4. We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.
  5. Dresses / Swatches / Accessories and other items marked as Final Sale cannot be returned or exchanged.

 

Return Procedure

You must first contact our customer service within 3 business days of receiving your order. Please follow the below steps before sending any item back.

*Step1. Please offer the order number of the products. Describe the problems, upload some images about the problem, send the issues you claim to service@duntery.com

*Step2. Our support team will reply to the issue and offer solutions within 24 business hours.

*Step3. If you are not completely satisfied with our products and need to return the products, please note the following:

  • Buyer must provide sufficient proof of purchase
  • The defective item’s serial number and/or visible proof depicting the defect are required
  • It may be necessary to return an item for quality inspection

*Step4. If your return request has been approved. Please return the dress to us with the address we provided ASAP (3-7 business days). This information must be written and sent to us with the package: Order Number/Email/Full Name. This is very important for us to recognize your package. We are not able to arrange a refund without this information.

*Step5. Offer the tracking number of the package to service@duntery.com

*Step6. All the dresses that be returned must be checked. Returns will take approximately 3-5 business days for the process once the goods have been checked. Any product returned found not to be defective can be refunded. Goods found to be tampered with by the customer will not be replaced but returned at the customer's own expense.

 

Please note: The address included on the "Contact Us" page does not support receiving the returned package. We will offer a return address via Email. So please contact us in advance before you apply for a return. 

 

Refunds

Returns will be processed within 3-5 business days upon receipt of your package. The refund will be issued to your original payment account within 3-5 business days and cannot be returned to alternate cards or different forms of payment.

Note:

  1. 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.
  2. The shipping rate before the discount was applied is non-refundable. Although you may have enjoyed free or undervalued shipping, we do incur the original cost of shipping for every order. Therefore, we do not refund our original shipping cost.

 

 

Order Cancelling

We can cancel the order for you if you contact us in time after your purchase.

  1. If your payment is finished and the parcel is not shipped out, pls contact us to cancel or change your package.
  2. Orders can't be canceled once the parcel is shipped out
  3. Once your order has been submitted we will immediately begin production on the items. If you would like to cancel or change your purchase, it is free within 24 hours.
  4. 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.
  5. 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.
  6. If after 120 hours, You will get a partial refund, including all shipping costs.

 

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 $35
Dress $100 - $199 - Reimbursement limit $50
Dress above $200 - Reimbursement limit $75

Please note: The request on the after-sale problem shall be issued within 3 days after the item arrives at you.

 

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.

 

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 working day.