FAQs

Ordering

  1. How do I place an order on Ducocu?

To place an order on Ducocu, simply browse our selection of products and add the items you want to purchase to your shopping cart. Proceed to the checkout page, enter your billing and shipping information, select your preferred payment method, and complete your order.

  1. Can I change or cancel my order after I have placed it?

Customers can cancel their orders within 6 hours of placing the order. After this period, cancellations may not be possible due to processing.. If you need to make changes or cancel your order, please contact our customer service team at [email protected] as soon as possible.

  1. Can I track my order?

Yes, once your order has shipped, you will receive an email with a tracking number. You can use this tracking number to monitor the progress of your package. You can also log into your Ducocu account to view the status of your order.

Shipping

  1. How long will it take for my order to arrive?

Once you placed your order, it will be processed as below:

Fulfillment time: 1-3 business days. It might be increased to 3-7 business days or longer during special occasions (Christmas season, New Years, affected by disasters, Pandemic, etc.)

Note: “Business days” are considered to be Monday through Friday, not including holidays or scheduled service interruptions. Please check with your local postal service for all other regional restrictions and observed holidays that may delay receipt of your shipment.

Follow after the fulfillment time the Transit time which is: 7 - 10 business days for all destinations within the United States.

  1. Can I change my shipping address after placing an order?

In most cases, shipping addresses cannot be changed after an order has been placed. If you need to modify your shipping address, please contact our customer service team at [email protected] as soon as possible.

  1. What if my order is lost or damaged during shipping?

If your order is lost or damaged during shipping, please contact our customer service team at [email protected] immediately. We will assist in resolving the issue and ensuring you receive your order promptly.

  1. Are there any shipping fees for orders?

For all orders, there is a flat shipping fee of $5.49.

If you have any further questions about shipping fees, please feel free to contact us at [email protected].

Return & Refund

  1. What is your return policy?

Your order will be submitted to either replacement or refund if: Your order does not arrive at your shipping address within 45 business days of order placement. However, please note that any claims on late delivery filed after 60 business days from the initial date of order placement will be rejected. With our policy, within 7 days of you receiving the item, you can request a refund or a replacement in the following cases:
• Printed products are not clear, blurred.
• The printing position is not centered as described on the website. • Wrong product delivered in the order, or part of the order is wrong.
• Damaged by transportation: torn, stretched.
• The product has the wrong size or color as described.
• Other errors caused by our production. When encountering these unfortunate incidents, please email us about the problem (including actual product pictures and labels for proof) to get timely support for refund or return requests. We encourage you to receive a new replacement for the defective product and you do not even need to return the defective product to us. Your order has an issue of inadequate quality.

  1. How do I initiate a return or refund?

Please note that any claims related to quality issues or garment defects must be filed within 07 business days from the date of receipt with full of clear evidence as below:
• Photo(s) of quality issues and any damaged parts of the actual product received;
• Photo(s) of the inaccurate product delivered (in case of incorrect color/design from original order);
• Photo(s) of the size tag and the entire item when measured with a ruler (in case of incorrect size from original order);
• Photo(s) of the original shipping label of the product received. You can send these pieces of evidence through email support: [email protected]. The Customer Care Department will receive and process your case. Our customer service will then help provide a replacement or refund if deemed appropriate.

  1. How long does it take to process a return or refund?

After a careful check on your order, if we confirm via email that you are eligible for a full refund, your refund will be processed by our internal team within 07 business days of refund confirmation.

Payment

  1. What forms of payment do you accept?

We currently accept payments via PayPal.

If you have any further questions, please feel free to contact us at [email protected].