Orders are generally processed within 1-2 business days after placing the order. Once an order has been shipped, you will receive a shipping confirmation with a tracking number. Purchases over $200 require a signature upon delivery. If you do not receive a tracking number, please check your spam folder before emailing us.
For international orders, customers are responsible for all customs charges. Some of our products such as Pillow Inserts, Dog Beds, and Areaware Objects are not available for international shipping. If you're ordering an eligible item and would like a smaller one to ship with it, please send us an email and we can help.
LOCAL PICK-UP + SHOPPING
Select items are available for pick-up and to shop Mondays to Thursdays from our studio in Brooklyn, NY:
561 Myrtle Ave
Brooklyn, NY 11205
Hours: 10am to 6:00pm
Pick-up orders are usually ready the next business day. Once confirmed and prepared, we'll send a 'ready for pick-up' notification with further instructions.
LOST OR STOLEN PACKAGES
In many cases, packages marked as delivered but not received are a tracking error and the shipment will arrive within the week. We can ensure your purchase during transit until it is marked as delivered. From there, we suggest contacting the shipping carrier for support. We are not liable for lost or stolen packages. Orders marked as delivered may not be refunded or replaced.
If your package is late or lost in transit (not shown as delivered), please email us and we will help find the package or take other steps on a case-by-case basis.
If an item is returned to us by the carrier due to address errors or an inability to deliver, we can reship your order. We charge a $10 reshipping fee for domestic orders, and $20 for international orders. We can otherwise process a refund minus shipping costs.
Please ship your item to a safe and reliable location.
All returns must be made within 14 days of receiving your order. We do not cover the cost of return shipping, but we can provide a pre-paid label that is deducted from your refund. Please email us for a label or send your items in their original packaging with receipt to the following address:
2626 N Hopkins Rd
Richmond, VA 23224-3716
Allow about 7-10 business days for processing returns. Once it comes in, we will grant a refund in full excluding original and return shipping costs.
Please see our sale return policy below.
All exchanges must be made within 14 days of receiving your order. Please email us your order number, the items you're returning, and the item you'd like in exchange. Domestic exchange costs can only be covered once. We cannot cover return or exchange shipping costs for international orders.Items that have been used are ineligible for return or exchange. If it is worn or damaged we can either have it shipped back to you for a $10 fee, or you may forfeit the refund/exchange.
Discounted items marked as final sale and sample sale purchases cannot be returned or exchanged. Items purchased during a limited-time promotion may be returned unworn, undamaged, and in original packaging for store credit or exchange only. We cannot apply discounts after a purchase is made, and discounts cannot be combined.
In the event of a damaged or defective item, please email us with your order number and an attached image of the damage. Replacements, store credit, or refunds may be issued on a case-by-case basis.
Gentle machine wash cold and tumble dry low. Do not bleach. New towels may lint at first, but will diminish after 1-2 washes. Avoid using cleaners that contain Benzoyl Peroxide Retinol, Alpha Hydroxy acids or Hydrogen Peroxide as these can cause color damage. If a loop is pulled, simply cut the thread.
Gentle machine wash cold and tumble dry low. Avoid using cleaners that contain Benzoyl Peroxide Retinol, Alpha Hydroxy acids or Hydrogen Peroxide as these can cause color damage. Separate the tie from the bathrobe loops and wash with like items, avoiding items with hooks. If a loop is pulled, simply cut the thread.
BEDDING & COVERLETS
Gentle machine wash cold and tumble dry low. Hot iron as needed. Bedding softens with every wash. Do not bleach.
We recommend spot cleaning, and this can be used on tougher stains. Wash bed cover alone and inside out in cold water. Hang to dry.
Gentle machine wash cold, and tumble dry on low or air dry to best preserve the color, size and feel of your throw. Warm iron if needed. Do not bleach.
Spot clean only with a damp white cloth, to avoid snagging the embroidery or staining the fabric. Air dry. We recommend this for tougher stains.
DISH TOWEL + NAPKINS
Gentle machine wash cold and tumble dry low.
Machine wash cold and lay flat to dry. Spot clean as needed.
Gentle machine wash cold, and short tumble dry on low.
Interested in becoming one of our stockists? Email us!
CORPORATE ORDERS + CUSTOM PRODUCTS
Interested in getting a bunch of something for your company? Looking to do a custom product? Let's talk!
We offer trade discounts on most items to qualifying members of the trade. Reach out to us on how to qualify!
After reviewing this policy, if you have additional questions, want more information about our privacy practices, or would like to make a complaint, please contact us by e-mail at firstname.lastname@example.org or by mail using the details provided below:
Dusen Dusen LLC, 561 Myrtle Avenue, Brooklyn NY 11205, United States
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Last updated: 5/25/2023
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