Terms & Conditions
REFUND POLICY
ONLINE RETURNS
At DQ we accept returns online for an exchange if you are not completely satisfied with your order. An exchange is available for a different size within the 7 days from when the item had been delivered.
Alternatively, you can choose the option of online store credit.
You will need to pay for your return postage. The responsibility of the product will remain yours until it arrives with us. For this reason, we would advise you to send your exchange with tracked postage.
To start a return, you can contact us at shopwithdq@gmail.com . If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
SOURCED RETURNS
No refund or exchanges on items that were specifically sourced in for you. Therefore please ensure you check that everything is correct before placing an order with our sourcing team.
Returns Terms & Conditions
• Please do not remove the security seal until you are happy with your order. We reserve the right to consider the condition of any Product that you wish to return and make any deductions if there are indications that the Product, its tags, security devices or seals have been used, removed, broken or tampered with. The security tag must not be removed and be fully intact when you return any item to entitle you to an exchange or refund.
• Faulty items and that are discounted or pre-owned items are excluded and cannot be returned.
• Shoes and other accessories must be returned with their original boxes, tags and packaging, which must not be damaged and/or altered or used as the external parcel for the shipment.
• Telephones and other electronic devices cannot be returned or exchanged if the packaging or seal has been tampered with and opened.
• We will only accept a return if the item is new and unused. We will not accept any item that shows indication that it has been worn, washed or altered, please ensure the item is stored in a clean and smoke free environment with all the manufacturers respective packaging and tags attached.
• You have a legal obligation to take reasonable care of the product(s) while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
• Personalised and custom made or to measure Items are non-returnable, we also cannot accept the return of any face masks/undergarments/socks/scarves/gloves, this is for hygiene purposes.
• We are unable to accept special orders that have been sourced specially for you as part of our private shopping custom services, this will be made aware to you before payment capture and will be relayed to you in writing, upon reply from yourself we will accept this as confirmation that you understand this in writing and that you accept our terms.
• Products should be returned in the original packaging, with their respective brand tags still attached and the item should show no signs of wear. Shoe boxes should be undamaged as they are also considered to be part of the product.
• Eyewear - For items with prescription or custom lenses, we cannot refund the cost of lenses, as this is a customised item. For frames which include free lenses, we will refund the entire cost of the frame (i.e. the cost you paid) less the shipping costs. Items which are custom will be marked accordingly on the product page, we will also outline in our email correspondence to you and will require you to confirm in writing that you accept the returns/exchanges conditions. Please note that this does not affect your statutory rights.
Please do not remove the security seal until you are happy with your order. We reserve the right to consider the condition of any Product that you wish to return and make any deductions if there are indications that the Product, its tags, security devices or seals have been used, removed, broken or tampered with.
The security tag must not be removed and be fully intact when you return any item to entitle you to an exchange or refund.
Exchanges are offered to ensure that customers are satisfied with their purchases from shopwithdq.com. However, customers that excessively return items may be refused at our sole discretion and future orders may be rejected.
Where you have failed to take reasonable care of the goods, we reserve the right to refuse a refund and return the goods to you at your own cost.
By purchasing a product from DQ,
you agree to these terms and conditions.