Questions, answered.
Everything you need to know about ordering from duphouse, shipping and delivery, returns and refunds, caring for your pieces, and our OEM/ODM manufacturing services. Can’t find your answer? Contact us at [sales@duphouse.com].
How do I place an order?
Browse our collections, add items to your cart and complete checkout. Once we accept your order, we send an order confirmation by email. Please review our Terms and Conditions (Section 6) for how orders become binding.
Which payment methods do you accept?
We accept major credit and debit cards and the other payment options shown at checkout. Payments are processed by our payment service providers; we do not store full card numbers.
Is my payment secure?
Yes. Payment is handled by our payment service providers under their own security programs, and checkout pages are protected by encryption in transit. See our Privacy Policy (Sections 3 and 14) for more detail.
Can I change or cancel my order?
Contact us as soon as possible after placing your order. If the order has not yet been dispatched, we will do our best to change or cancel it. Orders already dispatched cannot be cancelled, but you may return eligible items in accordance with our Refund and Return Policy.
Do you charge taxes?
Prices shown exclude VAT, sales tax and duties unless stated otherwise. Where we are required to collect tax at checkout, we do so and remit it accordingly. Import duties and taxes for international orders are generally the recipient’s responsibility — see our Shipping Policy.
Do you offer gift cards?
Yes. We offer gift cards in standard denominations and also provide custom gift cards: you can choose the amount, add a recipient name and a personal message, and — for business customers — request custom design or branding as part of our OEM/ODM service.To order a customized gift card, please state your requirements in the order notes at checkout, for example the desired denomination, the recipient’s name, the message you would like printed, and any design or branding request. Our team will confirm the details with you by email before the gift card is prepared and dispatched.Customized gift cards are made to order and, like all gift cards, are non-returnable and cannot be exchanged for cash.
Where do you ship?
We ship worldwide where our carriers serve the destination and where applicable export restrictions permit. Availability is confirmed at checkout — see our Shipping Policy (Section 4).
How long does delivery take?
Orders are generally processed within [1–3] business days, then transit time depends on the method and destination (Standard [10–20] business days, Express [3–9] business days). Estimates are shown at checkout and in our Shipping Policy.
How much does shipping cost?
Shipping costs are calculated at checkout based on destination, weight and delivery method. Where free shipping is offered above a threshold, the threshold is shown on the website.
How do I track my order?
Once your order is dispatched, we send a confirmation email with a tracking link where tracking is available.
Will I have to pay customs duties or import taxes?
Import duties and taxes are generally the recipient’s responsibility unless a delivered-duty-paid option is offered at checkout. Customs may delay or return packages, which is outside our control.
What if my order is delayed?
We will assist you in resolving delivery issues, but delays caused by carriers, customs or events outside our control are not our responsibility (Shipping Policy, Section 8). If your package appears stuck, contact us with your order number.
What if my package arrives damaged or is lost?
Please report it within 14 days of delivery with your order number and photos. We will arrange a replacement or refund in accordance with our Refund and Return Policy (Section 4).
What is your return policy?
If you are a consumer in the EU, UK or another jurisdiction granting an equivalent right, you may withdraw from a purchase of standard Retail Products within 14 calendar days of receiving them, without giving a reason. See our Refund and Return Policy for full details.
Can I return custom or personalized items?
No. Goods made to your specifications or clearly personalized — including OEM/ODM products — are not subject to the 14-day withdrawal right (an exception under Article 16(c) of the EU Consumer Rights Directive).
Are earrings or sealed hygiene items returnable?
Sealed goods that have been unsealed after delivery and are not suitable for return for health or hygiene reasons are generally non-returnable. Please check the product page and our Refund and Return Policy.
How do I start a return?
Contact us at [your contact email] with your order number and reason. We will issue a return authorization and instructions — please do not send items back without one.
When will I receive my refund?
For EU/UK withdrawal, we refund within 14 days of receiving the returned goods (or evidence of return). Refunds are issued to your original payment method and may take a few days to appear depending on your bank.
My item arrived faulty — what should I do?
Contact us within 14 days of delivery with your order number, a description and photos. We will arrange repair, replacement or a refund as appropriate and as required by applicable law.
How should I care for my jewelry?
Keep jewelry away from chemicals, perfumes and abrasive surfaces; remove it before swimming, bathing or strenuous activity; clean gently with a soft cloth; and store pieces separately to avoid scratches. See our Terms and Conditions (Section 11).
Do your products come with a warranty?
Yes. Retail Products are warranted against defects in materials and workmanship for the period stated on the product page or warranty documentation. Watches carry a movement warranty per the warranty card.
How do I care for plated items?
Avoid prolonged moisture and abrasive cleaning. Plating wears naturally over time with normal use, which is not covered by the warranty.
Do watches need servicing?
Mechanical watches benefit from periodic servicing as recommended by the movement manufacturer. Keep automatic watches wound, and avoid strong magnetic fields and sudden impacts.
How should I care for eyewear?
Clean lenses with a soft microfiber cloth and lens cleaner, store frames in their case when not in use, and avoid leaving them in direct heat. Remove glasses with both hands to keep the frame aligned.
What is the difference between OEM and ODM?
OEM (original equipment manufacturing) means we produce according to your specifications and designs. ODM (original design manufacturing) means we design and produce the product for you, from concept to finished goods.
How do I start an OEM/ODM project?
Send us an inquiry describing your product, target market and quantities. We reply with a quotation; after you confirm, we proceed to sampling, approval and production. See Terms and Conditions (Section 7) for the process.
What is the minimum order quantity (MOQ)?
MOQs are agreed per project and stated in the Order Confirmation, as they depend on the product, materials and complexity.
Can you work with my own designs?
Yes. For OEM projects we produce per your designs, artwork and specifications. You confirm that you own or are authorized to use them.
What are typical lead times?
Lead times vary by product and order size and are confirmed in the Order Confirmation. We will always state expected timing before production begins.
Do you provide samples?
Yes, where a project requires sampling. Sample terms and costs are agreed per project, and sample fees are often credited against the first production order.
What export documents do you provide?
Depending on the destination, we provide the commercial invoice, packing list, certificate of origin and destination-specific documents as agreed in the Order Confirmation. Import licensing and local compliance remain the buyer’s responsibility.
How do quality checks work?
Products are inspected before dispatch. Quality and non-conformance claims are handled in accordance with the Order Confirmation, including any inspection window it specifies.