Support & FAQs
We hope that your experience with Dutiefree.com is as effortless as possible, however, we do acknowledge that questions may arise. If you have any questions you can check out Help Centre or see below for our most common questions.
Where is my order?
This is a question we frequently get asked so we put together a shipping guide here and you can track your order here. If you're order has not arrived within a month of ordering please get in touch with us. If you reach out to us after a month then we cannot guarantee that we will be able to assist.
All our orders are subject to customs charges, depending on the country you are shipping them to. We recommend you check your countries policy on this prior to ordering. Usually a note will be posted through your door advising you of this charge, and your item will not be delivered or be available for collection until the charge has been paid. We are not able to refund any customs charges.
Something is missing from the order
While our packers are pretty great at getting your order together, very rarely they may leave an item out from the order. If this happens, please just reach out to us at firstname.lastname@example.org and we can get this sorted for you. If this happens, we will require a photo of what you received for verification purposes.
How do I cancel my order?
If after placing your order you realise you’ve made a mistake or no longer want the order, then we can process a cancellation within 24 hours of the order being placed. Please reach out to us at email@example.com and provided it’s within 24 hours and the order hasn’t shipped, we should be able to cancel your order and process a refund for you.
Once your order has been shipped it is too late to cancel your order.
Our return policy lasts until 30 days after the item is marked as delivered. If you are unhappy with your order or you have received a faulty item, please reach out to us at firstname.lastname@example.org within 30 days of delivery and we will be able to assist you.
If you're order has not arrived within a month of ordering please get in touch with us. If you reach out to us after a month then we cannot guarantee that we will be able to assist.
For any items being returned to us, you will be expected to cover the cost of shipping the item to us. We do recommend you use a trackable service as we do not take responsibility for orders being returned to us.
Please ensure you check your shipping address before completing your order. We are not responsible for orders that are delivered to incorrect addresses.
If we still haven't managed to answer your question please feel free to contact us and we'll get back to you as soon as possible.