Our support operation hours: Monday through Friday, from 10:00 AM until 6:00 PM Pacific.
If your email is received during our offline hours (weekends in particular) an agent will be assigned to your ticket the next business day. Please allow a response to follow within 24hrs of an agent being assigned.
The Dua Brand values your communication and we would like to assure you that our support staff will handle your request diligently and effectively.
Order Modification Policy: If you need to make a special request about your order, such as using a particular shipping carrier, cancelling your order, or making a change to the products in your order, to make sure your request is processed, please email email@example.com within 8 hours of placing your order to ensure we can pass your request on to our fulfillment center. After 8 hours, we cannot guarantee any special request can be honored. We no longer accept requests to combine international orders.
Return Policy: The Dua Brand, like many fragrance companies and distributors, does not accept refunds or exchanges. This is because once a fragrance is shipped to a customer, we cannot guarantee that it has not been used or tampered with. Therefore, it cannot be resold by The Dua Brand. We stand behind the unsurpassed quality of our ingredients and due to the highly subjective nature of smell, we cannot offer exchanges or refund for fragrances that you dislike. If a fragrance you purchased is not to your style or your liking, we suggest reselling it on platforms such as Facebook fragrance groups where there is a market for such resales.
Packages Lost or Damaged in Transit: The Dua Brand will replace lost or damaged packages. However, due to policies put in place by our shipping insurer, there are certain timeframes that we all need to work with to make sure the package is covered! For packages sent within the United States, we will replace packages that have not had an update to their tracking information after 14 days. For international shipments, we must wait 20 days since the last tracking update to replace your package. Our insurer does not cover packages if the claim is not filed within 30 days of the last update to tracking information. If your package is delayed, email us at firstname.lastname@example.org right away and we will be happy to help you! We have found that you receive the best service if you allow us to file the Route claim on your behalf rather than filing it on your own! While there is no need to wait longer than the timeframes provided above, we cannot take action to replace your package if it is before the timeframes stated.
International Shipping Liability Disclaimer: The Dua Brand gladly provides worldwide shipping; however, all international shipments are at the liability of the buyer. We take all appropriate steps to ensure your package reaches you safely, and we have had great success doing so. However, The Dua Brand is not responsible for variables such as delays, VAT, or any other taxes or expenses at customs. Nor can The Dua Brand issue refunds for packages that have been rejected or abandoned by the buyer at customs. It is the customer’s responsibility to be aware of their country’s customs, VAT, and any other tax rules before purchasing. We will take all the appropriate steps to ensure the proper declaration, but if for any reason the packages still do not clear, Dua Brand will not be responsible for any charges or refunds.
The Dua Brand is committed to providing customers with the best delivery services, we offer coverage to more parts of the world than any other company. However, a delivery surcharge may apply to certain areas. The Dua Brand will invoice international buyers if the charge is applied to their shipment during the shipping process of the order. For FedEx, the surcharge is called “ODA” Out of Delivery Area, and DHL is called “RAS” Remote Area Surcharge and it applies to shipments outside of delivery areas for these carriers. This usually affects packages going to rural areas (Islands, Remote mountain village/town, etc) where a special charter plane is needed to deliver the package. The surcharge does not apply to everyone, and it depends on area to area within the country. Thank you so much for your interest in The Dua Brand!
Contact Support: For any questions or concerns, please email email@example.com and we will do our best to resolve your issue right away!