Thank you so much for shopping small at durianne!
The following are the terms and conditions which constitute our shipping policies. By placing an order, you have agreed to these terms.
Durianne is a small business, and I will do all I can to ensure you have a wonderful experience. I then in advance appreciate customers for their understanding and patience with the scale of my store! If you need further support than this page, please reach out!
When will my order ship?
Orders are processed and shipped out every Tuesday.
When does the shop close?
Orders are processed and shipped out every Tuesday.
How long does shipping take?
For domestic (US) orders, please allow 2-3 weeks for your order to arrive.
For international orders, please allow 4-6+ weeks for your order to arrive.
Where I'm Currently Shipping to:
United States, Canada, Australia, Brazil, Bulgaria, Colombia, Georgia, Gibraltar, Greece, Hong Kong, Iceland, India, Indonesia, Japan, Lebanon, Luxembourg, Malaysia, Malta, Mexico, New Zealand, Norway, Saudi Arabia, Serbia, Singapore, South Korea, Switzerland, Taiwan, Thailand, Turkey, United Arab Emirates, Vietnam
If you are located in the United Kingdom, please see my Etsy shop for options. Due to the GPSR, I do not presently ship to the EU. I'm a small operation, and hope that this can change soon!
Does my order have tracking?
All orders do include tracking, as that is factored into your shipping price. If you are interested in cheaper shipping without tracking, please reach out via my contact form so we can explore what's possible.
How do you determine shipping charges?
Shipping costs are calculated automatically based on the destination.
International shipments may incur customs charges from your home country, and the customer is responsible for the payment of these charges.
My order got lost in the mail!
Unfortunately, I have no control over any parcels once they've been fulfilled and dropped off at the postal service. Durianne is not responsible for missing or lost parcels delivered by third party services, and therefore cannot offer to replace or refund your order in these events. However, please still reach out and contact me as I will try my best to look into the matter for you, and file a claim if applicable.
What are your shipping policies?
If your package is returned to me due to an error in address or mistake in the post office, I will hold the materials for a customer but would require they pay shipping again.
If the issues in shipping are on my end, please reach out. Situations will be handled on a case by case basis. I appreciate customer understanding in this matter.
Any import fees, taxes, or VAT will be the customer's responsibility.
What's your refund policy?
I will gladly issue replacements or accept returns and refunds under these conditions:
- An item arrives damaged
- You receive item(s) different to what you ordered
Please note the following exceptions to the return policy:
- Address inputted at checkout was incorrect
- Discounted items are final and cannot be returned or exchanged
- Items that were as ordered and have no damage
To initiate a return, please contact me or email at [email protected] within 20 days of receiving your parcel. Please include your order number and photos for faster assistance. To be eligible for a return, your item must be in the same condition that you received it in. Items returned to sender without first requesting a return will not be accepted.
Can I recycle/reuse your packaging?
Please read the labels on the mailers you receive to see if they are recyclable or reusable. As a small business, I purchase reusable or recyclable mailers, but I also sometimes use mailers from creative reuse stores. I believe using materials that would have been otherwise thrown away and supporting reuse spaces fits into the sustainability practices I have envisioned for Durianne.
My prints and enamel pins are currently packaged in cellophane, which is not curbside recyclable. When my current stock runs out I am going to look into more sustainable alternatives. I also occasionally use bubble wrap and plastic bags that cannot be recycled.
Why do my acrylic charms look scuffed or damaged?
To keep the product protected before getting to you, there is a protective layer of clear film on both sides of the charm that is easily peeled off!
Are the stickers waterproof?
Yes! Most stickers are vinyl, waterproof, and 2-4 year weatherproof. Placing the stickers in a washing machine may impact this, so please apply at your own discretion.