Delivery / Returns
We aim to deliver your goods as soon as possible and will email you when your order has been dispatched. Under no circumstances will goods be dispatched before payment has cleared.
The final price quoted on the payments page is the final price of the goods including estimated delivery to your stated destination. We use an integrated shipping calculator to estimate the cost to send goods to all regions. Our shipping charges include packaging and carriage via UK Royal Mail, UK courier or International courier to both home and overseas destinations. We are happy to ship to any destination in the world. We insure most goods over the value of £30 (thirty) Great British Pounds Sterling. We are unable to ship to PO Box addresses outside of the United Kingdom. Please contact us with any queries before placing your order.
We regret that we are unable to ship goods using couriers other than our own unless agreed in writing with our regular clients. In such agreements Dupenny will still charge a small packaging fee. Under no circumstances will we arrange consignments with, or pay money to couriers other than our own.
DUTIES & LOCAL TAXES
Purchasers are responsible for any duties and/or taxes levied at the point of entry into the destination country. A commercial invoice is provided with all goods shipped abroad.
DAMAGE & LOSS IN TRANSIT
We never knowingly ship damaged goods. Occasionally, however, things do get lost or damaged in transit. For this reason, our shipping charges include insurance where we deem necessary. As a general guideline our shipping costs include insurance on goods over the value of £30. Please contact us when placing your order if you would like to check whether your order includes insurance.
We retain proof of all postage. Once a parcel has left our hands, Dupenny is no longer responsible for any damage or loss of items, or any consequential loss to the customer. If your goods arrive damaged please advise us within 24 (twenty-four) hours and we will send replacement goods as quickly as we can.
IMPORTANT – Please be aware that once goods have been accepted and signed for, you are responsible for them.
You must check the contents of any parcel within 24 (twenty-four) hours whether it looks damaged from the outside or not, to ensure nothing has gone missing during transit. If your parcel arrives and looks damaged, we advise you to ask the courier to wait for you to inspect the contents. In the event that the goods are damaged please tell the courier you wish to reject the parcel. If you are unable to open the package in the presence of the courier, please sign for it as ‘Damaged package; goods not yet inspected’ or similar to warn the courier that an insurance claim may be forthcoming. Please retain all relevant documentation and if possible take photos of any damage so that an insurance claim can be made against the carrier’s insurers.
Whatever the circumstances, please contact us by email or telephone within 24 (twentyfour) hours with as much detail of the damage or loss as you can provide.
Please do not return damaged goods until requested to do so as this may incur unnecessary additional costs.
We cannot entertain a claim for goods lost or damaged in transit if the above has not been adhered to.
CANCELLATIONS, RETURNS & EXCHANGES
All of our products are designed and made with great care and, of course, we want you to be delighted with your purchase. However, if you are not entirely satisfied for any reason please see the following guidelines:
If you purchased our products online, we operate under the Distance Selling Regulations. In this instance we allow a 7 (seven) day cooling odd period. Please contact us within 7 (seven) days of receiving your goods to arrange an exchange or refund and return the item to us in its original condition and packaging within 14 (fourteen) days. Please be aware that postage costs and PayPal fees will be deducted from your refund unless the fault lies with Dupenny.
If you purchased our products in person at one of our events we operate an exchange service only. Please contact us within 14 (fourteen) days to arrange an exchange and return the item to us in its original condition and packaging within 14 (fourteen) days.
Dupenny, Unit 27, Level 6 North, new England House, New England Street, Brighton, East Sussex BN1 4GH.
For your own protection you must obtain proof of posting or a shipping certificate from a courier when returning goods, whatever the reason fro the return. Goods that are returned to us but are lost during shipping remain the customer’s responsibility. A proof of posting will assist you in tracking any shipment which is reported as lost, damaged, mislaid or otherwise undelivered/undeliverable.
We regret that we are unable to issue refunds and exchanges for the following unless due to manufacturing faults:
- Used or damaged goods if signed for
- Postage & Packaging costs
- Intimate items such as lingerie and cosmetics
- Made to order items
- Bespoke items/services that have been customized to suit your specific requirements