FAQ

DISCOUNTS / SALE ITEMS

DUAA does not offer discounts or run sales.

There is no sale-specific return policy. All policies apply uniformly to all products.

ORDER CHANGES / MULTIPLE ORDERS

Orders cannot be changed, canceled, or combined once placed. Orders placed separately ship separately. We do not combine orders.

RETURNS

We accept eligible returns for store credit within 14 days of delivery. We do not offer refunds to the original payment method.

Items must be in the same condition you received them, unworn or unused, with tags attached and in their original packaging.

To start a return, email support@duaa.us. If your return is accepted, we will send instructions on how and where to send your package. Please request a return before sending anything back.

RETURN SHIPPING & STORE CREDIT

Customers are responsible for return shipping. You can purchase your own tracked shipping or ask us to generate a return label. If we generate a label, we will confirm the cost with you first and deduct the agreed amount from your store credit.

Once we receive and inspect your return, we will let you know whether it has been approved. Approved returns receive store credit.

EXCHANGES

We do not offer exchanges. You can use your store credit toward a separate purchase.

SHIPPING & DELIVERY

We do not offer in-store pickup. All orders are shipped.

Orders are processed within 24–48 hours of purchase during regular business hours, Monday through Friday. Orders placed on weekends or holidays begin processing the next business day.

Orders ship from our warehouse in Santa Ana, California. We offer free shipping on US orders.

Delivery times are estimates and may be affected by carrier delays, weather, holidays, or other circumstances outside our control.

If tracking shows delivered but you have not received your package, contact the carrier first. If they confirm non-delivery, email support@duaa.us with documentation for review.

If your package is marked Return to Sender, we will issue store credit equal to the purchase price, excluding shipping, once we receive the package at our facility.

DUAA is not responsible for lost or stolen packages.

ORDER TRACKING

Once your order ships, you will receive an email with your tracking number. If you have not received a tracking email within 48 hours of placing your order, contact support@duaa.us.

For carrier-related delivery issues, contact the shipping carrier directly. For shipping questions, email our support team.

INTERNATIONAL ORDERS

We offer international shipping to the Dominican Republic, Mexico, and Spain. International shipping is calculated at checkout. Delivery taxes and duties are shown at the time of purchase.

MISSING, DAMAGED, OR WRONG ITEMS

Please inspect your order when it arrives. If an item is missing, defective, damaged, or incorrect, contact support@duaa.us immediately so we can review the issue.

For damage claims, contact us within 48 hours of delivery confirmation and include your order number and clear photos of the damage.

For missing, damaged, or wrong item claims, include a clear photo of the packing slip, a clear photo of all items received, and a brief description of the issue. A single photo showing everything included in your package is ideal.

We do not include return labels with shipments. To request a return label, email support@duaa.us. Return-label costs are confirmed with you first, as explained above.

FRAUDULENT CLAIMS

We uphold a strict zero-tolerance policy regarding fraudulent claims, including chargebacks submitted without valid justification. This policy is in place to protect both our business and our valued customers from potential abuse.

Please be aware that if you excessively return items or submit unjustified chargebacks, you may be temporarily suspended or permanently banned from our platform.

If you have any concerns regarding the enforcement of this policy, please contact our team at support@duaa.us.

AUTHENTICATING PRODUCTS

If you purchase DUAA items from another website or retail store and wish to verify their authenticity, the seller must provide a valid order number from their original order. This allows us to trace the purchase and confirm that the product is genuine. Without this information, we are unable to validate authenticity. Please request the original order number at the time of purchase.

FRAUD & SECURITY / COLLABORATION EMAILS

DUAA will never email you requesting payment or personal information for a collaboration. We will never ask for payment in order to collaborate with us.

If you receive an email claiming to be from DUAA requesting payment for a collaboration, do not respond or provide sensitive information. Stay cautious of fraudulent emails and phishing attempts.

If you are unsure whether an email is legitimate, contact us directly at support@duaa.us before taking further action.