Duxbert accepts returns and issues refunds only under the terms below.

1) Damaged in Transit or Defective on Arrival

If your item arrives damaged during transit or has a manufacturing defect identified at delivery, we’ll make it right.

Important: You must contact us within 24 hours of delivery by emailing support@duxbert.com with:

• Your Duxbert order number
  
• Clear photos of the issue, the packaging, and the shipping label
  
• A short description of the problem
  
• Date of delivery
  

If approved, Duxbert will arrange collection at our cost. Please keep all original packaging until collection is complete. Products must be returned in their original condition, unless we instruct otherwise.

2) Remedies (After Approval)

Depending on the case, Duxbert may, at our discretion:

• Replace the product with the same or a comparable item, or
  
• Refund the full purchase price if replacement is not possible, or
  
• Approve a local repair and reimburse reasonable repair costs (pre-approval required)
  

3) Change-of-Mind Returns (Consumer Rights / Voluntary Policy)

You may be eligible to return an item for reasons other than damage/defect, depending on your location:

• European Union & United Kingdom: 14-day cooling-off period from the delivery date
  
• Canada: 7–10 days (varies by province)
  
• United States: 30 days (Duxbert voluntary policy; 15% restocking fee may apply)
  

Conditions for change-of-mind returns:

• Item must be unused and returned in original condition and packaging
  
• Customer pays return shipping (unless the item is defective or damaged)
  

4) Refunds

• Refunds are issued to the original payment method within 14 business days after we receive the returned item
  
• Shipping fees are non-refundable
  
• Optional services or product care fees are non-refundable
  

5) Non-Returnable Items

We do not accept returns for:

• Damage caused by misuse, neglect, improper care, or improper assembly
  
• Normal wear and tear (e.g., fading, cushion flattening, loose screws over time)
  
• Natural material variations in wood grain, texture, or colour
  
• Custom or made-to-order items (unless defective or damaged)
  
• Clearance or final-sale items
  

6) Order Changes & Cancellations

• If your order has not shipped, contact support@duxbert.com to request a change or cancellation
  
• If your order has shipped, changes/cancellations are not possible (returns follow the policy above)
  
• Custom or made-to-order items cannot be cancelled after production begins
  

7) If Your Order Does Not Arrive

If your order is confirmed not delivered, we will issue a full refund (or arrange a replacement where appropriate).

Contact: support@duxbert.com

Response time: within 7 business days

To order custom furniture, please visit our custom order page and submit your request here.

For in-stock items:
Orders are shipped within 48 hours after purchase. Once your order has shipped, you will receive a confirmation email with your tracking details.

For custom orders and made-to-order items:
Processing time can take up to 8-12 weeks. Once your item is shipped, you will receive a tracking confirmation email.

We stand behind every piece of furniture we make. If your order arrives damaged or with a manufacturing defect, you’re covered with a one-time free replacement of the item or a full refund — no questions asked.

In the rare case you receive the wrong item, please contact us within 24 hours of delivery at support@duxbert.com with:

1. Your order number
   
2. The item you expected
   
3. The item you received
   
4. Clear photos of the item, the packaging, and the shipping label
   

Once we have this, we’ll arrange the fastest solution — typically a free exchange (and collection, if needed).

Unfortunately, discount codes can’t be applied retroactively after an order has been placed.

Orders are sent for processing quickly, so changes are only possible before your order ships. If you need help, email support@duxbert.com immediately.

If your order has not shipped, we may be able to update:

• Item/variant (where possible)
  
• Delivery or billing address
  
• Adding items
  
• Shipping method
  

If your order has shipped, changes or cancellations are not possible.

Please note: custom or made-to-order items cannot be cancelled once production begins.

If your order has not shipped yet, contact us as soon as possible at support@duxbert.com and we’ll do our best to help with a change or cancellation.

If your order has already shipped, cancellation is not possible. In that case, returns follow our return policy (including any applicable change-of-mind rights based on your location).

Important: Custom or made-to-order items cannot be cancelled once production begins.

We ship from a network of partner warehouses depending on your location and the product. Orders may dispatch from the EU, the UK, the US, or Canada to ensure the fastest possible delivery. Your dispatch location and tracking details (where available) will be shared once your order ships.

Delivery times depend on whether your item is in stock or made to order:

• In-stock items: typically 3–7 business days from dispatch
  
• Custom / made-to-order items: typically 8–16 weeks (production + shipping)
  
• Bespoke items: delivery timeframe is confirmed at order
  

Once your order ships, you’ll receive tracking information (where available) and delivery updates by email.

Once your order ships, we’ll email you tracking information (where available) so you can follow delivery progress. You’ll also receive updates at key stages such as dispatch and, when possible, the expected delivery date.

If you haven’t received tracking yet, your order may still be in processing/production (especially for custom or made-to-order items). If you need an update, contact us at support@duxbert.com.

Exchanges are available only if your item arrives damaged/defective, or you received the wrong item, or if you qualify for a change-of-mind return based on your location (EU/UK 14 days, US 30 days, Canada 7–10 days).

1) If your item arrived damaged/defective or incorrect

Please email support@duxbert.com within 24 hours of delivery with:

• Order number
  
• Photos of the item, the packaging, and the shipping label
  
• Description of the issue + delivery date
  

If approved, we’ll arrange the fastest solution (usually a replacement/exchange) and collection at our cost. Please keep all original packaging until your case is resolved.

2) If you want to exchange due to change of mind (where eligible)

If your return is eligible under your local cancellation rights / our voluntary policy:

• Item must be unused and in original condition and packaging
  
• The customer pays return shipping (unless the item is defective/damaged)
  
• Once received and inspected, we can process a refund (and you may place a new order for the preferred item)
  

If you’re unsure what applies to your order, contact support@duxbert.com and we’ll guide you.

Once your return is received and approved, refunds are issued to the original payment method within 14 business days of Duxbert receiving the returned item.

After the refund is processed, your bank may take additional time to post the funds to your account (timing depends on your payment provider). If you haven’t received it after this period, please contact support@duxbert.com.

Duxbert accepts returns under the conditions below:

1) Damaged in transit or defective on arrival

If your item arrives damaged during transit or has a manufacturing defect identified at delivery, contact support@duxbert.com within 24 hours of delivery with your order number, photos of the issue + packaging + shipping label, a description, and the delivery date. If approved, we will arrange collection at our cost.

2) Change-of-mind returns (by location)

You may be eligible to return an item for reasons other than damage/defect depending on your location:

• EU & UK: 14 days from delivery
  
• Canada: 7–10 days (varies by province)
  
• US: 30 days (15% restocking fee may apply)
  

For change-of-mind returns, the item must be unused and in original condition and packaging, and the customer pays return shipping (unless the item is defective/damaged).

Non-returnable items include custom/made-to-order items (unless defective/damaged), clearance/final-sale items, normal wear and tear, natural material variations, and damage caused by misuse or improper care/assembly.

If your order was canceled before shipment, but is still delivered due to carrier timing, please contact support@duxbert.com immediately.

• If the item is defective/damaged or the delivery was our error, Duxbert will cover return collection/shipping.
  
• If it’s a change-of-mind return (including a cancellation request made after dispatch), the customer covers return shipping, unless local consumer law requires otherwise.
  

Please keep the item unused and in its original packaging until we confirm the next steps.