Shipping and Cancellation/Return Policy

Shipping Policy

Article 14: Delivery and execution of the agreement
Delivery takes place by means of shipment via a third party. The average order processing time is 1 to 2 business days, except for circumstances out of the control of DuoCraft Studio, before the package is handed over to the delivery service. The average delivery time is 3 to 6 business days. The delivery/shipping times indicated on the website are an estimation and by no means guaranteed.
The delivery costs may differ per order, but are always clearly indicated during the order procedure. Orders over 90€ with delivery address in Croatia are qualified for free shipping.
Items ordered through this webshop are delivered in Europe.
Unless otherwise agreed or expressly provided otherwise, the goods will be delivered to the Customer’s place of residence within 30 days of receipt of the order.
Orders containing pre-order products will be delivered to the Customer’s place of residence within 30 days of the release date. If the order contains pre-order products with multiple different release dates, the goods will be delivered to the Customer’s place of residence within 30 days of the last release date among the different release dates in the order. (Example: product A gets released in March & product B gets released in April of the same year. Orders containing both product A & product B will be delivered in April. Ordering product A separately from product B will ensure that these products will be delivered according to their respective release dates.)
Any visible damage and/or qualitative shortcoming of an article or other shortcoming in the delivery must be reported by the Customer to DuoCraft Studio without delay.
The risk of loss or damage passes to the Customer as soon as they (or a third party designated by them, who is not the carrier) have taken physical possession of the goods. However, the risk already passes to the Customer upon delivery to the carrier, if the carrier has been instructed by the Customer to transport the goods and this choice was not offered by DuoCraft Studio.

Article 15: Retention of title
The delivered items remain the exclusive property of DuoCraft Studio until full payment by the Customer.
The Customer undertakes, if necessary, to point out to third parties the retention of title of DuoCraft Studio, e.g. to anyone who would seize the items not yet fully paid for.

Return & Exchange Policy

Article 16: Right of withdrawal
The provisions of this article only apply to Customers who purchase items online from DuoCraft Studio in their capacity as consumers.
If the right of withdrawal applies:
The Customer has the right to withdraw from the agreement within a period of 14 calendar days without stating reasons.
The withdrawal period expires 14 calendar days after the day on which the Customer or a third party designated by the Customer, who is not the carrier, takes physical possession of the good.
In order to exercise the right of withdrawal, the Customer must inform DuoCraft Studio at [email protected] or # by an unambiguous statement of their decision to withdraw from the contract. If the Customer makes use of this option, we will send the Customer a confirmation of receipt of their withdrawal.
In order to comply with the withdrawal period, the Customer must send their communication regarding their exercise of the right of withdrawal before the withdrawal period has expired.
The Customer must return the goods as soon as possible, but in any case no later than 14 calendar days after the day on which they communicated their decision to withdraw from the contract to DuoCraft Studio. The Customer is on time if they return the goods before the period of 14 calendar days has expired.
The direct costs of returning the goods will be borne by the Customer.
If the returned product is in any way diminished in value, DuoCraft Studio reserves the right to hold the Customer liable and claim compensation for any loss in value of the goods resulting from the use of the goods by the Customer that goes beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Only items that are in the original packaging, together with all accessories, instructions for use and invoice or proof of purchase can be returned.
If the Customer withdraws from the sales agreement, DuoCraft Studio will refund to the Customer all payments received from the Customer up to that point, including the standard delivery costs, after DuoCraft Studio has received all the goods back and verified the goods are in the state that is expected. If otherwise, the Customer will be contacted for further communication.
Any additional costs resulting from the Customer’s choice of a method of delivery other than the cheapest standard delivery offered by DuoCraft Studio will not be refunded.
DuoCraft Studio will refund the Customer with the same payment method with which the Customer made the original transaction, unless the Customer has expressly agreed otherwise; in any case, the Customer will not be charged for such reimbursement.

To submit a return request contact us at [email protected]