Refund policy

At Duulaia, we want every piece to feel right — soft against the skin, comfortable to wear, and easy to live in. If something isn’t quite right, we’re happy to help.

Return Window

Eligible items may be returned within 14 days of delivery.

To qualify for a return, items must be:

• Unworn, unwashed, and unused

• In their original condition

• With all original tags attached

• In the original packaging, where applicable

• Packaged securely for return shipping

Returns that do not meet these conditions may be refused.

Underwear

For hygiene and safety reasons, underwear is considered final sale once worn, washed, or removed from its original condition.

If the underwear is unworn, unwashed, with tags attached, and in its original packaging, we may offer a one-time store credit exception as a courtesy. This exception is limited to one time per customer so you can find the right fit with confidence.

Final Sale Items

Some items are not eligible for return or exchange.

Final sale items include:

• Discounted or promotional items

• Items reduced on the product page

• Items discounted at checkout

• Items purchased during a promotion

• Worn, washed, used, or damaged items

• Items returned outside the 14-day return window

• Gift cards

The only exception is if the item arrives damaged, defective, or incorrect.

How to Start A Return

To start a return, please visit our Return Center.

Enter your order number and email address, then follow the steps to select the item or items you would like to return.

Once your return request is approved, you will receive a confirmation email with return shipping instructions.

If you need help at any point, please contact us at info@duulaia.com.

Return Shipping

Customers are responsible for return shipping costs unless the item received was damaged, defective, or incorrect.

We recommend using a trackable shipping service. Duulaia is not responsible for returns that are lost or damaged in transit.

Please package your return securely to help ensure it arrives safely.

Refunds

Once your return arrives, our team will inspect the item and notify you of the outcome by email.

If your return is approved, your refund will be issued to the original payment method within 10 to 14 business days.

Please note that your bank or card provider may require additional time to post the refund to your account.

Original shipping fees, return shipping costs, duties, taxes, and other shipping-related charges are non-refundable unless the item received was damaged, defective, or incorrect.

Exchanges

We do not offer direct exchanges at this time.

If you would like a different size, color, or style, please return your original item and place a new order separately.

Damaged, Defective, Or Incorrect Items

We’re sorry if something arrived damaged, defective, or incorrect. Please contact us within 14 days of delivery so we can help make it right.

Email info@duulaia.com with:

• Your order number

• A brief description of the issue

• Clear photos of the item

• Photos of the packaging, if applicable

Our team will review your request and help resolve the issue as quickly as possible.

Bundles, Promotions & Free Gifts

If you return part of a bundle or multi-buy promotion, your discount may be recalculated based on the items you keep.

If your order included a free gift and your return causes the order to no longer qualify for that gift, the gift must also be returned. If the gift is not returned, its value may be deducted from your refund.

Late Or Missing Refunds

If you have received a refund confirmation from us but do not see the refund in your account, please first check with your bank, credit card company, or payment provider. Processing times can vary.

If you still have not received your refund after a few business days, please contact us at info@duulaia.com and we’ll be happy to look into it.

A Note On Product Care

Our pieces are made to be worn, loved, and cared for. To help preserve softness, shape, and fit, please follow the care label on each garment.

We generally recommend washing with like colors, using a gentle cycle, and drying on low heat or line drying when possible.

Contact Us

For return questions or special circumstances, please contact our customer care team at: info@duulaia.com