Refund policy

Return & Refund Policy

We want you to love what you ordered. Because most of our items ship directly from our fulfilment partners, we don't use a traditional mail-it-back return process. Instead, if something arrives damaged, defective, incorrect, or doesn't arrive at all, we'll make it right with a refund or replacement, no need to ship anything back.

To request a refund or replacement, email us at [duskfarersupport@gmail.com] within 30 days of your delivery date (or expected delivery date) with:

  • Your order number
  • A brief description of the issue
  • Photos or a short video clearly showing the problem (for damaged, defective, or incorrect items)

We'll review your request and get back to you within [2-3 business days].

What qualifies for a refund or replacement

  • Damaged items - arrived broken, defective, or not functioning as intended. Photo/video evidence required within 30 days of delivery.
  • Incorrect or missing items - wrong product, size, or colour, or something missing from your order. Photo evidence required, including the packaging and shipping label.
  • Non-delivery - if tracking shows your order never moved past a certain point, or it's been stuck for an extended period, contact us and we'll investigate.
  • Order cancellations - full refund if requested before your order has shipped. Once an order has entered fulfilment, it can no longer be cancelled.

What doesn't qualify

  • Change of mind, sizing preference, or "I no longer want it", since items ship directly from our fulfilment partners, we're not able to accept mail-in returns for these.
  • Orders marked delivered by the carrier. If you believe your order shows delivered but you didn't receive it, see "Non-Delivery Claims" below.
  • Damage to outer packaging only, where the product itself is unaffected.
  • Sale items and gift cards.
  • Custom, personalised, or made-to-order items, and perishable or hazardous goods.

Non-delivery claims

If tracking shows your order as delivered but you didn't receive it, we're required to verify this before issuing a refund. This may include:

  • Confirming the delivery address on file
  • Checking with neighbours/household members and any safe-drop location
  • Waiting 24-48 hours, as carriers sometimes mark items delivered slightly early
  • In some cases, providing a non-delivery confirmation from the carrier (we'll help coordinate this if needed)

EU customers

Orders shipped to EU member states include a small customs duty charged at checkout. If your order is refunded, the product and shipping cost are refunded, the duty charge is a pass-through fee to customs and isn't refundable.

Timing

Once approved, refunds are issued to your original payment method and typically appear within 5-10 business days, depending on your bank. If it's been longer, contact us at [duskfarersupport@gmail.com] and we'll help track it down.