Our purpose is to guarantee your full satisfaction. As for available ready-to-wear items on www., you can return an item in exchange for the same item with a different size if the item does not fit you. If the item does not have your size, you have to request made-to-order, which costs the original price plus thirty (30) per cent of the item value. These items cannot be returned; however, we do have customization for any size changes if you request; please read the Customized Products section for more information. You may exercise your right to return purchased products within fourteen (14) days of the date on which you received them from www. Returned items must be shipped back to the Vendor within fourteen (14) days of the date the package was delivered to you. The products may be returned by dispatching the package through a shipping agent of your choice. For more information about couriers and expenses, read the below Return Shipping section.

The right to return products shall be deemed correctly exercised once the following conditions have been fully met:
– the products have not been used, worn, washed, modified or damaged;
– the identification tag is still attached to the products with the disposable seal;
– the products are returned in their original packaging;
– the products must be returned within fourteen (14) days from the date the package was delivered to you.

If you have fulfilled all requirements set forth above, the Vendor shall accept the returned purchased products. Any duties, taxes and fees you have paid for the delivery of the purchased products shall not be refunded. You will be notified if the returned products cannot be accepted. In this case, you may choose to have the products delivered to you at no expense to the Vendor. If you refuse the above delivery, the Vendor reserves the right to retain the products and the amount paid for your purchase of the products. Please note that shipping costs, duties, taxes and fees you have paid for the delivery of the purchased products shall not be refunded. For more information, read the Return Shipping section below or visit the Customer Care area.

Please note that the right of withdrawal is expressly excluded for customized items, in accordance with the provisions under Art. 59 paragraph 1 letter c) of the Consumer Code and with DUY’s Terms and Conditions of Sale. Once the relative purchase order is sent to and accepted by DUY, the customization may no longer be changed, no returns and/or refunds are possible and the customized items cannot be replaced. However, we do have after-care service for customized products in case you want to have customization for any size changes or small details changes. Please visit Customer Care area or contact Customer service team for better assistance.

The return shipping will be at your own expense. Please verify that you have accurately completed and included with your package all the necessary documentation for Customs clearance. Please make sure to print and fill out 03 copies of the Returns Proforma Invoice that came with your parcel. Without all the copies the package will be rejected at Customs and will be returned to you. Customs authorities require that all such documentation be written in English so that it can be used both by the authorities of the country you are shipping from (for export) and the Vietnamese authorities (for import). We recommend that you consult with local authorities and/or your selected shipping service to ensure that the documentation is sufficient. The Vendor cannot be held responsible for parcels detained at Customs because of lacking insufficient documentation. The Vendor, therefore, highly recommends choosing a shipping service that permits you to trace it at any time.

After the Vendor has received the returned products and checked that the products meet all requirements, you will receive an email that the returned products have been accepted. Verifying the items is expected to take three to 3 to 5 business days. Depending on the product category (customized ready-to-wear or customized products) and the sophistication of its elements, the new items will be delivered back to you within 10-15 days. As for ready-to-wear items available on the website, the new items will be delivered back to you within 7-10 days.

All products sold by the Vendor include an identification tag with a disposable seal. Please try on the products without removing the tag and seal. Returned products without the tag or seal will not be accepted.