Refund policy
Delivery & Returns
Delivery
Orders for in-stock items are typically dispatched from our warehouse within 1–2 business days after payment has been received.
Delivery times vary depending on the destination and the selected shipping method. Once your order has been dispatched, you will receive a shipping confirmation with tracking information where available.
We work with a range of trusted courier and freight partners to ensure your order is delivered safely. Larger furniture items may be delivered via a specialist furniture carrier.
Customers are responsible for ensuring that someone is available to receive the delivery where required and that there is suitable access to the delivery location. Additional charges may apply if a delivery needs to be rescheduled due to unsuccessful delivery attempts or restricted access.
If you would like a quotation for large orders, pallet deliveries or container shipments, please contact our sales team.
Where collection is offered, goods may be collected from our warehouse during business hours by prior arrangement. Customers may also arrange their own courier to collect goods on their behalf.
Returns & Exchanges
Consumer Orders (Private Customers)
If you purchase as a consumer through our website, you have the right to cancel your order within 14 days of receiving your goods, without providing a reason, in accordance with applicable European and Dutch consumer legislation.
To exercise your right of withdrawal, you must notify us within the 14-day withdrawal period. Once notified, you have a further 14 days to return the goods.
Returned items must:
- be unused and in their original condition;
- be returned in their original packaging where reasonably possible;
- include all accessories and documentation.
Unless the goods are faulty or supplied incorrectly, the customer is responsible for the cost of returning the goods.
Refunds will be processed within 14 days after we receive the returned goods (or proof that they have been returned), using the original payment method.
The right of withdrawal does not apply to products that are made to order, custom-made, personalised, or otherwise exempt under applicable law.
Trade & Business Customers (B2B)
Orders placed by business customers are considered final and cannot be cancelled or returned due to change of mind.
Returns will only be accepted where required by law or where Darcy & Duke has provided prior written approval.
Where a discretionary return is approved, the goods must:
- be returned within 14 days of approval;
- be unused and in original packaging;
- be returned at the customer's expense.
Approved discretionary returns are subject to a 15% restocking fee, which will be deducted from the refund or credit.
Damaged or Defective Goods
Please inspect your order immediately upon delivery.
If your order arrives damaged, incomplete or defective, you must notify us in writing within 5 business days of delivery and include clear photographs of the issue.
Please email:
We may request additional information or inspection before determining the appropriate remedy.
Where a product is confirmed to be faulty, damaged in transit or incorrectly supplied, we will, at our discretion and in accordance with applicable consumer law:
- repair the product;
- replace the product;
- provide a refund; or
- issue a store credit where appropriate.
Any approved refund, replacement or exchange will be processed once the returned goods have been inspected where applicable.
Fabric & Colour Variations
Complimentary fabric swatches are available upon request (up to five swatches per customer).
We strongly recommend requesting fabric swatches before placing an order.
While we make every effort to accurately display product colours, variations may occur due to photography, lighting conditions, screen settings and the natural characteristics of fabrics. Such variations do not constitute a manufacturing defect.
Contact
If you have any questions regarding delivery or returns, please contact our customer service team at: