FAQ

We offer the following courier and parcel locker options across Poland, as well as shipping to selected EU countries and the United Kingdom. Please note that we only accept prepaid methods (no cash on delivery):

• InPost Parcel Lockers 24/7
• InPost Courier
• DPD Courier
• DHL Courier

The total waiting time consists of our order processing time plus the carrier's delivery time.

For shipments within Poland, your parcel will arrive within 2–7 business days from the moment payment is confirmed.

We accept a range of secure prepaid online payment methods. Please note that we do not offer cash on delivery. You can pay with:

• Credit and debit cards
• Online bank transfers and BLIK (via Przelewy24)
• Apple Pay
• Google Pay

We accept payments in Polish złoty (PLN) and euros (EUR).

We do not currently offer officially dedicated 'buy now, pay later' or installment services (such as Klarna or specialised financing apps) at checkout.

However, you may still split your payment depending on your financial provider:

• Via Przelewy24: depending on the bank and order value, your bank may offer an installment option (e.g. Przelewy24 Raty or BLIK Płacę Później) during the bank redirect.
• Via credit card: you can use a standard credit card through Shopify Payments and split the balance directly with your card issuer according to its terms.

Making a return is simple. Follow these steps:

1. Notify us: send an email to zwroty@duendestore.com letting us know you'd like to return your items (you may also use the return form available on our website).
2. Pack the items: carefully package the products to keep them safe in transit.
3. Send the parcel: ship the parcel at your own expense to our returns address:

DUENDE s.c.
ul. Gabriela Narutowicza 62/11
97-300 Piotrków Trybunalski

To receive a full refund, please make sure that:

• The items are unused: you may try the garments on to check the fit (just as in a physical store), but they must not show signs of wear — such as makeup marks, perfume scent, or damage — and must not have been washed.
• The tags remain attached: we strongly recommend keeping the original paper tags. Removing them may reduce the resale value of the product, which can lower the refund amount.
• Proof of purchase is included: please include the receipt, invoice, or even a printed transfer confirmation in the parcel. While not formally required, it significantly speeds up verification.
• Shipping costs: the return shipping cost is covered by the buyer.

You have a total of 14 calendar days from the day of delivery to notify us by email of your wish to return a product. After sending that email, you have an additional 14 days to physically send the items back to our warehouse.

If you received a defective product or something went wrong — we're here to fix it:

• Send an email directly to reklamacje@duendestore.com.
• We'll formally review your case and propose a resolution within 14 calendar days.
• Depending on the defect, we'll offer a repair, a replacement, a price reduction, or a full refund.

To speed up handling your complaint, please include in your message:

• Your first name, last name, and contact details.
• Your order number.
• An accurate description of the defect or issue.
• Photos of the defect (highly recommended — it lets us assess the issue immediately).

Act quickly. Send an email immediately to info@duendestore.com with your order number and the change you'd like to make.

• If your order has not yet been prepared (our processing time is up to 5 business days), we'll happily update the size or product, or cancel the order so you can place a new one.
• If the order has already been handed to the courier, we unfortunately can't stop or change it. In that case, wait for delivery and use our standard 14-day return procedure.

Contact us urgently at info@duendestore.com.

• If the parcel is still in our warehouse, we can manually update the delivery address before the courier label is printed.
• If the parcel has already shipped, we can't reroute it. The courier will normally attempt delivery, fail, and the parcel will return to us. Per our shipping policy, once the parcel is safely back, we can re-ship it to the correct address — the cost of the second shipment is covered by the buyer.

Don't panic. In 99% of cases the order was placed successfully. Here's what to check:

• Spam / Promotions folder: automated Shopify store emails sometimes land in the 'Spam', 'Promotions', or 'Notifications' tabs of your mail client.
• Typo in the email address: easy to make during quick checkout.
• Payment status: check whether the funds were charged from your bank account or card.

If you've checked spam and a few minutes have passed, write to us at info@duendestore.com with your name and the approximate time of purchase. We'll find the order in our system and manually resend the confirmation.