FAQ
ORDERS
When will my order ship?
We do our best to process and ship all in stock orders within 2 to 4 business days after your order is placed, excluding weekends and holidays.
During launches, promotions, holidays, or other high volume periods, processing times may be slightly longer. Once your order has shipped, you will receive a confirmation email with tracking information.
Please note that selecting expedited shipping at checkout speeds up the delivery time once the package has shipped, but does not always shorten our order processing time. If you need your order by a specific date, please contact us before placing your order and we will do our best to advise.
If your order includes preorder items or items with a stated extended lead time, your shipment timeline may be different. Please refer to the product page for those details.
If your order has not shipped after the estimated processing window, please check your email in case we have contacted you regarding your order, then feel free to reach out to our customer care team.
Do you offer free shipping?
We offer free standard shipping on all domestic orders over $75.
Shipping rates for orders below this amount, as well as expedited options, are calculated at checkout based on your location and selected shipping method.
From time to time, we may also offer special promotions that include free shipping. Be sure to sign up for our emails or follow along to stay updated.
Can I change my order?
- Change the shipping address?
We begin processing orders as quickly as possible, so we’re unable to guarantee changes once an order has been placed.
If you need to update your shipping address, please contact us immediately at info@duulaia.com and we will do our best to accommodate your request.
Please note that once an order has been shipped, we are no longer able to make any changes. In this case, we recommend reaching out directly to the shipping carrier for further assistance.
- Can I change an item that I ordered?
We begin processing orders as quickly as possible, so we’re unable to guarantee changes once an order has been placed.
If you need to request a change to your order, please contact us as soon as possible and we will do our best to accommodate your request.
Please note that once an order has been processed or shipped, we are no longer able to make changes. In this case, we recommend reaching out to the shipping carrier for address updates, or initiating a return once your order has been delivered in accordance with our return policy.
Do I need to pay sales tax?
US Sales tax is payable and collected at checkout. The amount of sales tax you pay is dependant on the state, county and city you live in, as the tax rules vary. If you return your order for a refund, you will be refunded the sales tax paid.
The order I received doesn't match the items I purchased. What should I do?
- Please reach out to our customer care team at info@duulaia.com with your order number and a brief description of the issue. If possible, include a photo of the item you received.
- We’ll work quickly with you to correct the order — whether that means sending the correct item, arranging an exchange, or providing a return label. Our goal is to make this process as smooth as possible so you can enjoy your purchase.
SHIPPING
What are your shipping rates and options?
Shipping costs are calculated at checkout based on your location and the shipping method you select.
We offer a variety of shipping methods to best suit your needs.
- Standard Shipping: Typically arrives within 3–7 business days after your order has been processed.
- Expedited Shipping: Faster delivery options are available at checkout for domestic orders.
- International Shipping: Delivery times and rates vary by destination. International orders may be subject to customs fees and additional processing time.
Orders that meet our free shipping threshold of USD $75 will automatically qualify for FREE standard shipping on domestic orders.
How can I track my order?
- Once your order has shipped, you will receive a confirmation email with your tracking information.
- You can use the link in the email at any time to follow your package as it makes its way to you. Please allow a little time for tracking updates to appear after your order has been shipped.
- If you have not received your tracking email or are having trouble locating your tracking details, please check your spam or promotions folder, or feel free to reach out to our customer care team at info@duulaia.com
My package wasn't delivered.
- If you've received an email stating your package has been delivered, but your package isn't at your door, please first check your tracking information, as carriers sometimes mark packages as delivered a little early or leave them in a safe location. Please also check around the outside of your home.
- If your package still hasn’t arrived, please contact our customer care team at info@duulaia.com. We’ll help investigate with the carrier and work with you to find the best solution.
Weekends and Holidays
Our team processes and ships orders Monday through Friday, excluding holidays. Orders placed on weekends or during holidays will begin processing on the next business day.
INTERNATIONAL
International Orders
- Delivery times and shipping rates vary depending on the destination. Please note that international orders may be subject to customs fees, import duties, or additional processing time, which are the responsibility of the recipient.
- Once your order has shipped, you will receive a confirmation email with tracking information so you can follow your package every step of the way.
- Any international orders refused upon delivery and returned to our warehouse are subject to return fees and restocking fees.
- We encourage you to contact our care team if you have any questions regarding international shipping before placing the order.
International Returns
- Visit our Return Center and enter your order details.
- Follow the instructions to print your return label and schedule your shipment.
- Package your items securely and drop them off at your chosen carrier.
Please note: international return shipping costs are the responsibility of the customer, unless the return is due to a mistake on our part. Refunds will be processed once your return has been received and inspected, following the same timing as our domestic returns.
Duties & Taxes
- For international orders, any customs fees, import duties, or taxes are the responsibility of the recipient. These charges are determined by the destination country and are not included in the product price or shipping cost.
- Please note that these fees must be paid before your order can be delivered. Unfortunately, we are unable to cover or refund any customs charges.
RETURNS & REFUND
Return Eligibility
If you’re not completely satisfied, returns can be made within 14 days of receiving your order.
To be eligible for a return, items must be:
- Unworn, unused, and in their original condition
- Free from stains, scents, marks, damage, or signs of wear
- Returned with all original tags attached
- Returned in original packaging where possible
- Packaged securely for safe return shipping
Returns that do not meet these conditions may not be accepted.
Please note that discounted items are considered final sale and cannot be returned or exchanged.
Once we receive and inspect your return, your refund will be processed to the original payment method within 10 to 14 business days.
Discounted & Non-Returnable Items
- For hygiene and safety reasons, we do not accept returns on underwear.
- Discounted items are considered final sale and cannot be returned or exchanged. This applies to any item discounted on the product page, at checkout, or during a promotion, unless the item arrives damaged, defective, or incorrect.
- Please note that original shipping fees, return shipping costs, duties, taxes, and other shipping-related charges are non-refundable unless the item received is damaged, defective, or incorrect
How to Start a Return
To start a return, please visit our Return Center and enter your order details. The portal will guide you through:
- Enter your order number and email address to start
- Follow the instructions and select the items you want to return
- Once your request is approved, you will get a confirmation email with shipping guidelines
If you have any questions or need assistance with the return center, please reach out to our customer care team at info@duulaia.com.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item received is damaged, defective, or incorrect.
Please package your return carefully. We recommend using a trackable shipping method, as Duulaia is not responsible for returns that are lost, delayed, or damaged during return transit.
Items must be shipped back according to the return instructions provided after your return request is approved.
Exchanges
We do not offer direct exchanges at this time.
If you would like a different item, size, or colour, please return your original eligible item and place a new order separately.
Please note that underwear and final sale items cannot be returned.
When will I receive my refund?
Once we receive and inspect your return, we will notify you of the approval status.
If your return is approved, your refund will be issued to the original payment method within 10 to 14 business days. Please allow additional time for your bank, credit card provider, or payment provider to process and post the refund.
Original shipping fees, return shipping costs, duties, taxes, and other shipping-related charges are non-refundable unless the item received is damaged, defective, or incorrect.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If your item is damaged, defective, or incorrect, please contact our customer care team at info@duulaia.com within 2 days of receiving your order.
Please include:
- Your order number
- A brief description of the issue
- Clear photos of the damaged, defective, or incorrect item, if possible
We will review the issue and work quickly to resolve it.
FABRICS & MAINTENANCE
Materials and Fabrics
- Our garments are crafted from thoughtfully selected natural fibers and soft blends, including organic cotton and cotton-based fabrics.
- Many of our pieces—including all underwear—are made with GOTS-certified organic cotton, chosen for its softness, breathability, and gentle feel on the skin.
- Our use of natural fibers and GOTS-certified organic cotton ensures our garments are made without harsh chemicals, making them a gentle choice for sensitive skin.
About GOTS Certified
GOTS (Global Organic Textile Standard) is one of the highest certifications for organic textiles.
It ensures that our fabrics:
- Are made from organically grown fibers
- Are processed without harmful chemicals
- Meet strict environmental and social standards
- Our certified pieces are verified by Ecocert Greenlife (License No. 00315884)
How To Care for Your Piece
To preserve the integrity and softness of your pieces, we recommend washing with care.
For cotton & linen blends (90% cotton, 10% linen):
- Machine wash at 30°C (86°F)
- Do not bleach
- Do not tumble dry
- Lay flat to dry
- Iron at low temperature if needed
For cotton stretch blends (95% cotton, 5% spandex):
- Machine wash at 40°C (104°F)
- Do not bleach
- Tumble dry on low
- Iron at low temperature
- Do not dry clean
We recommend air drying whenever possible, especially for natural fiber garments.
Laying pieces flat to dry helps:
- Maintain their shape
- Extend the life of the fabric
- Preserve softness over time