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FAQ

Where is My Order?


Your order will be delivered by the expected date specified on your order. The expected delivery date is the date on or before which you can reasonably expect the item to arrive at your preferred shipping address.

You'll see an expected delivery date for each shipment on the order summary, just before you place your order. The expected delivery date will also appear in My Orders section of your account after you've placed your order. To view the estimated delivery date for your order: 

1.     Log in to duchi.net account using your registered email address and password.

2.     Click on your name displayed on the top right-hand corner of the page.

3.     Click on My Orders.

4.     The screen will show you the orders placed in last 6 months by default.

5.     Locate your order on the screen.

6.     Expected delivery date shall be displayed below the Order details tab.

 Note: If your order however has not arrived on or before the expected delivery date at your preferred shipping address, please get in touch with Customer Service team for further assistance.

Returning a Product


Click on Return Item against the product you want to return.

        To return a product you have purchased:

  1. Log in to your duchi.net account using your registered email address and password.
  2. Click on your name displayed on the top right-hand corner of the page.
  3. Click on My Orders from the drop-down menu.
  4. Locate the order you want to return.
  5. Click on Return Item 
  6. Select the checkbox against the product you wish to return, choose the reason for the return from drop-down menu, and add notes in the box stating the reason for the return and click on Complete Return.

    Note: Ensure to provide as much information as possible before completing the return as the product you return will be assessed and validated for a refund, before it is accepted for a refund. If the stated issue is not found in the product you return, the product will be sent back to you and your claim for a refund will be rejected.


I Got a Counterfeit Item

If you believe you have received a counterfeit product, subject to return in accordance with duchi.net’s returns policy of the affected product to us within 14 days of its delivery and satisfaction of our assessment and validation process, you will be entitled to receive a full refund of the price paid for the product.

If the 14-days return window has expired, please contact our Customer Service for assistance.

Note: All items which are returned will be assessed and validated before they are accepted for a refund. If the stated issue is not found in the product you return, or if you return a product otherwise not eligible for a refund as listed in duchi.net’s return policy, the product will be sent back to you and your claim for a refund will be rejected.

About Coupon Codes

Coupon codes are promotional codes that can be used on duchi.net to obtain a discount on your purchase. These coupon codes can be issued by duchi.net or by its partners to be used on duchi.net, subject to their terms of issue.


Cancelling an Order

You can cancel your orderitem only before it enters the shipping phase. The option to cancel an orderitem will cease to appear when the shipment has entered the shipping phase. Cancel an item

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