Shipping policy

 

SHIPPING & RETURNS POLICY (INDIA)
Last Updated: March 13, 2026

Pre-Orders

Some of our products are offered on a pre-order basis to ensure careful production, quality control, and fair allocation.

When you place a pre-order, your order is confirmed at the time of purchase, and the product is shipped once inventory becomes available. The expected shipping start date for pre-order items is clearly mentioned on the product page.

Pre-order items are shipped only after the stock is ready. Any timelines shown at checkout apply after dispatch and not from the date the pre-order is placed.

Pre-orders cannot be cancelled once placed, as inventory is planned and reserved in advance.

Refunds are not available for pre-order purchases. However, returns may be accepted provided the fragrance remains unopened and the outer packaging is intact and undamaged. All return requests are subject to verification upon receipt.

If an order includes both pre-order and in-stock items, all products will be shipped together once the pre-order item is ready. Partial shipments are not supported. Customers who wish to receive in-stock items earlier are advised to place a separate order.

In the event of any unforeseen delays, customers will be informed proactively via email or WhatsApp.

For any pre-order related questions or assistance, please contact us at care@dukeanddor.com.

At Duke & D’Or, we’re dedicated to making your ordering experience smooth and reliable. Please take a moment to review our shipping and returns policy.

 

Regular Orders – Shipping Information

Certain remote areas may take longer. Weather, logistics, or seasonal challenges may cause delays.

Timing

Once you place your order, you’ll receive a confirmation email.
Your order will be processed within 24–48 hours after confirmation.
You’ll receive an email notification with your tracking number within 1–3 business days (excluding weekends and holidays).
You can also check your order status anytime in the “My Account” section of our website.

Unforeseen Delays

During peak seasons, public holidays, or sales events, shipping delays may occur due to factors beyond our control. We appreciate your patience and understanding.Once your order is handed over to our courier partner, the risk of loss passes to you. Please ensure you provide accurate delivery details to avoid missed deliveries.

If your order doesn’t reach you within 10 business days, please contact us at care@dukeanddor.com or WhatsApp us at +91 8062182044 (Mon–Fri, 10 AM – 6 PM IST).
We’ll promptly look into the issue and keep you updated — your satisfaction is our priority.

Returns, Replacements, and Cancellations

We currently do not accept returns, exchanges, or refund requests, except in cases outlined below. Once an order is placed, it cannot be cancelled or modified.

If you have feedback or concerns about your order, please reach us at care@dukeanddor.com (Mon–Fri, 10 AM – 6 PM IST).

All orders are final sale. However, if your product arrives damaged, defective, or incorrect, you must notify us within 24 hours of delivery by emailing care@dukeanddor.com with clear photos and a short unboxing video. Upon verification, a replacement (not refund) will be issued at our discretion.

Orders placed before a sale or promotion cannot be cancelled, modified, or adjusted to reflect discounted pricing.

Complimentary items or promotional gifts are not eligible for return, refund, or replacement.

Prepaid Order

In case an order has already been shipped and is returned due to non-acceptance, failed delivery, customer unavailability, incorrect address, or refusal at delivery, Duke & D’Or reserves the right to deduct the applicable forward shipping, return shipping/RTO, and handling/management charges from the refund amount. Payment gateway charges will not be deducted from the customer refund.

FAQs

1. How long will it take to process my order, and when can I expect a shipping notification?
 Orders are processed within 24–48 hours (excluding weekends and holidays). Once shipped, you’ll receive an email with your tracking number.

 

2. Why is my order not shipped yet?
Orders placed during sales or holidays may take extra time due to high demand. We’re working to dispatch your order as soon as possible.

 

3. How long will it take to deliver my order during the festive season?
Deliveries may take up to 10–15 business days due to courier load and regional restrictions during peak periods.

 

4. How can I check the status of my order?
Log in to your account on www.dukeanddor.in and visit the “My Account” or “Order History” section. You can also use the tracking link sent to your email.

 

5. What do I do if my order doesn’t arrive within 10 business days of receiving the shipping confirmation?
Email care@dukeanddor.com or WhatsApp +91 8062182044 with your order number. We’ll investigate and update you immediately.

 

6. I have pre-ordered a product. When will it be shipped?
Pre-ordered items are shipped once stock is available. The estimated delivery window will be mentioned on the product page.

 

7. Can I place an order using an international phone number?
Currently, our system only supports India-based phone numbers. If you’re ordering from abroad, please use a valid Indian contact number.

 

8. Can I modify my order after placing it?
Unfortunately, orders cannot be modified once placed, as they are processed quickly to ensure timely dispatch.

 

9. Do you offer international shipping?
Currently, we only ship within India. International delivery options will be announced soon.

 

10. Is it possible to pick up my order in-store or at your warehouse?
We operate exclusively online at this time, so pickups aren’t available.

 

11. How can I get in touch for further assistance or additional questions?
For any order-related queries, please email care@dukeanddor.com or WhatsApp +91 8062182044 (Mon–Fri, 10 AM – 6 PM IST).

 

12. Will you replace my product if it arrives damaged?
Yes. If your product arrives damaged, please contact us within 24 hours of delivery with photos and an unboxing video. Refunds are not applicable in such cases

 

This policy is issued in accordance with the Consumer Protection (E-Commerce) Rules, 2020 and other applicable Indian laws

Duke & D’Or Cosmetics Private Limited
10th Floor, C-Wing, Nesco IT Building No. 4, Western Express Highway, Goregaon (East), Mumbai – 400063, India
Email: care@dukeanddor.com
Phone: +91 8062182044