Refund policy

Last updated: 9 September 2026

Every DYUENDE bag is crafted in limited quantities with attention to detail. Natural variations are part of the craftsmanship and make each piece unique. This policy explains how returns, exchanges, and refunds work. For our full Shipping & Returns policy, please see this page.

Return Window

You have 5 working days from the date of delivery to request a return on eligible items. To qualify, the product must be:

  • Unused and unworn
  • In its original packaging with all tags intact
  • Accompanied by proof of purchase

Items Not Eligible for Return

We cannot accept returns for:

  • Personalised or custom-made products
  • Items returned after the 5 working day window
  • Products showing signs of use, wear, or damage after delivery
  • Gift cards or promotional items, where applicable

Craftsmanship Is Not a Defect

Every DYUENDE piece is handcrafted. Slight variations in leather grain, texture, colour, raffia weave, stitching, or finish are a natural result of artisanal production and are not considered manufacturing defects.

Damaged or Incorrect Orders

If your order arrives damaged during transit or you receive the wrong product, contact us within 48 hours of delivery with clear photographs. Once verified, we will offer you a replacement, refund, or store credit, and DYUENDE will cover the return shipping costs.

How to Request a Return

To initiate a return, email us at support@dyuende.com with:

  • Your order number
  • The product you wish to return
  • A brief reason for the request
  • Photos (if applicable)

Our team will respond within 2 working days with the next steps.

Return Shipping

Change-of-mind returns: return shipping is the customer's responsibility.
Damaged or incorrect items: DYUENDE covers the return shipping cost.

Cancellations

Orders can be cancelled any time before dispatch for a full refund. Once an order has been shipped, it cannot be cancelled but may still qualify for a return under this policy. Custom or personalised orders cannot be cancelled once production has begun.

Refund Timeline

Once your returned item is received and passes our quality inspection, refunds are processed within 5–7 working days. The amount is credited to your original payment method, and depending on your bank or payment provider, it may take an additional 3–5 working days to appear in your account.

Exchanges

As many DYUENDE pieces are produced in limited quantities, exchanges cannot always be guaranteed. If your preferred item is available, we'll happily arrange an exchange. If not, we'll process a refund in accordance with this policy.