Refund policy
Return & Exchange Policy
Last Updated: August 28, 2026
At Duvellia, each piece is carefully crafted through an intricate and detailed production process. Due to the complexity of our craftsmanship and the care required to create each piece, all orders are considered final sale except in cases of qualifying product quality issues.
We encourage you to carefully review the product description, measurements, materials, and product photos before placing your order.
1. All Sales Are Final
Due to the intricate craftsmanship and detailed production process involved in creating our products, Duvellia does not accept returns or exchanges for reasons other than qualifying product quality issues.
This includes, but is not limited to: change of mind, personal preference, incorrect size or color selection, the product not meeting expectations, no longer wanting the item, accidental orders, gift-related reasons, or minor variations in color, texture, finish, or appearance.
Except for qualifying product quality issues, all sales are final and no returns, exchanges, or refunds will be accepted.
2. Quality Issues — 24-Hour Notice
If your item arrives with a manufacturing defect, serious damage, or another qualifying product quality issue, you must contact Duvellia Customer Service within 24 hours of delivery.
Requests submitted after the 24-hour period may not be eligible for a return, exchange, or refund.
To submit a quality claim, please provide:
- Your order number
- A clear description of the issue
- Clear photos and/or videos showing the issue
- Photos of the original packaging, if the item appears to have been damaged during shipping
Our team will carefully review the information provided within 7 business days and determine whether the issue qualifies as a product quality issue.
3. Approved Quality Issues
If a qualifying product quality issue is confirmed, Duvellia may offer one of the following resolutions:
- A replacement of the same item, subject to availability; or
- A refund, depending on the circumstances and nature of the issue.
Customers must contact Duvellia and receive approval before sending any item back.
Return Address: 正阳路东侧一号楼, 新泰市西张庄镇, 泰安市, Shandong 271224, China
4. Issues That Are Not Considered Quality Defects
The following generally do not qualify as product quality issues: normal wear and tear; scratches or damage caused by use; damage caused by improper handling or storage; damage caused by perfume, cosmetics, chemicals, water, or other substances; tarnishing or discoloration caused by exposure to external substances or environmental conditions; damage resulting from failure to follow product care instructions; any modification or alteration made by the customer; minor variations from the manufacturing or finishing process; or minor differences in appearance caused by lighting, photography, or screen settings.
5. Unauthorized Returns
Please do not send any product back without first contacting Duvellia Customer Service and receiving approval. Unauthorized returns may not be accepted or processed.
6. Order Cancellation
Orders may be canceled only if the cancellation request is received before the order has entered the fulfillment or shipping process. Once an order has entered processing or has been shipped, it cannot be canceled, except where otherwise required by applicable law.
7. How to Contact Us
If you believe your order has a qualifying product quality issue, please contact us within 24 hours of delivery.
Email: fa3881274@gmail.com
Please include your order number, a detailed description of the issue, and clear photos and/or videos showing the problem. Our customer service team will review your request and respond within 7 business days.
8. Applicable Consumer Rights
Nothing in this policy is intended to limit or exclude any consumer rights that cannot legally be waived or restricted under applicable laws and regulations. Where applicable law provides mandatory rights to a return, refund, replacement, cancellation, or other remedy, those rights will continue to apply.