Last updated: 04 July 2026

Orders & Shipping

How long will my order take to arrive? Every item is made to order, so please allow 2-5 business days for production before your order ships. Total delivery time, including international shipping, is typically 2-4 weeks; in rare cases it can take 5 weeks or more. See our full Shipping page for details.

Do you ship to my country? We ship to a wide range of countries worldwide. You can see the full list on our Shipping page. Availability can occasionally change due to factors outside our control.

Will I be charged customs or import fees? Our shipping is Delivered Duty Paid (DDP), meaning duties and import fees are included in the price you pay; there should be no surprise charges on delivery. In rare cases, customers in certain remote areas may still be asked to pay a local fee due to regional regulations.

How do I track my order? Once your order ships, you'll receive a tracking number by email so you can follow its progress.

I entered the wrong address; can I fix it? If your order hasn't shipped yet, contact us immediately at dunce@duncetwice.com and we'll do our best to update it. Once an order has shipped, we're unable to change the delivery address.

Can I cancel my order? Yes, if it hasn't gone into production yet. Contact us as soon as possible at dunce@duncetwice.com; once production has started, we may not be able to cancel or offer a full refund outside of the UK cancellation right described below.

What payment methods do you accept? We accept Shop Pay, Visa, Mastercard, American Express, Diners Club, Discover, Maestro, UnionPay, Apple Pay, Google Pay, and Klarna.

Returns & Refunds

Can I return an item if I just don't want it anymore? If you're in the UK, yes; you have the legal right to cancel your order for any reason within 14 days of receiving it. See our Returns & Refunds page for how this works. Outside the UK, returns are accepted for misprinted, damaged, defective, or lost items rather than change of mind, since every item is made specifically for your order.

What if my item arrives damaged, faulty, or misprinted? Email us at dunce@duncetwice.com with your order number, a description of the issue, and photos if possible. We'll offer a replacement or refund. Please get in touch within 7 days of delivery where possible so we can resolve it quickly.

Can I exchange an item for a different size? Since every item is made to order rather than pulled from stock, we're not able to do direct exchanges. If you're in the UK, you can use your 14-day cancellation right to return the original and place a new order. Outside the UK, please contact us and we'll see what we can do.

How long do refunds take? Once a return or refund request is approved, refunds are issued to your original payment method, in your original purchase currency. Processing times can vary depending on your card issuer or payment provider.

Products

Are your products made to order? Yes. Nothing is held in stock in advance; each item is printed once you place your order, which is why production takes a few days before shipping begins.

Will a limited drop be restocked once it sells out? Video-specific drops are limited and retire once the next drop goes live; they generally won't be restocked. Our evergreen logo line stays available on an ongoing basis.

Can I request a custom design or personalisation? Not currently; we sell our own designs as listed on the site rather than offering personalised or custom-request prints. This is something we're interested in for the future though!

How do I know what size to order? Each product page includes a size chart and fit details specific to that item; please check there before ordering.

How should I care for my item? Care instructions are listed on each individual product page, since they can vary depending on the item.

Privacy & Contact

Is my payment information secure? Yes. Payments are processed securely through Shopify and its payment providers; we don't store your full card details ourselves.

How is my personal data used? Full details are in our Privacy Policy, including what we collect, how it's used, and your rights.

How can I get in touch? Email us any time at dunce@duncetwice.com.