Last updated: 04 July 2026

We want you to be happy with your order. If something's gone wrong, please get in touch and we'll do our best to sort it out.

How to Request a Return or Refund

Email us at dunce@duncetwice.com with:

• Your order number

• A brief description of the issue

• Photos or video, if the item arrived damaged, misprinted, or faulty

Cancelling Before Your Order Ships

Because every item is made to order, cancelling before production has started is the quickest way to get a full refund, and it's available regardless of your location. Please contact us as soon as possible if you need to cancel. Once production is underway, we may no longer be able to cancel the order.

UK Orders

If your order is delivered within the United Kingdom, you have a legal right to cancel it within 14 days of receiving it; you don't need to give us a reason.

To cancel under this right:

1. Let us know within 14 days of delivery by emailing dunce@duncetwice.com with your order number.

2. Send the item back to us within 14 days of telling us you want to cancel. Return shipping costs are your responsibility.

Once we've received the returned item, we'll refund your payment within 14 days. If you chose a faster or premium shipping option at checkout, we'll refund the cost of our standard delivery option only. Please handle the item carefully while deciding whether to keep it; if it's returned with signs of wear or use beyond what's reasonably needed to check it fits and works as expected (similar to trying something on in a shop), we may deduct an amount from your refund to reflect the reduced value.

Separately, if your item arrives misprinted, damaged, defective, or is lost in transit, you can request a return or refund within 180 days of delivery. For the fastest resolution, please get in touch within 7 days of delivery where possible.

Rest of World Orders

Since every item is made specifically for your order, we're likely unable to offer returns or refunds for change of mind on orders delivered outside the UK.

If your item arrives misprinted, damaged, defective, or is lost in transit, you can request a return or refund within 180 days of delivery. For the fastest resolution, please get in touch within 7 days of delivery where possible.

Returning an Item

If your return or refund request is approved, we'll confirm the details and provide return instructions. Please don't send an item back before hearing from us; unauthorised returns may not be accepted.

Unless the item is faulty or incorrectly produced, anything you return must be unused, unworn, unwashed, and in its original condition. We're unable to accept items that are worn, stained, damaged through misuse, or altered after delivery.

Refunds

Approved refunds are issued to your original payment method, in the currency you originally paid in. Processing times can vary depending on your card issuer or payment provider.

What's Not Covered

The following aren't eligible for return or refund unless there's a manufacturing defect or fulfilment error on our side:

• Items produced correctly according to the design as listed, but no longer wanted, outside of the UK cancellation right above

• Deliberately damaged items

• Requests made after the applicable window above

• Delays or delivery issues caused by incorrect information provided at checkout, such as an incorrect address or phone number

• Certain items may be excluded from returns for hygiene reasons; this will be noted on the relevant product page where it applies

Lost Packages

If your package is confirmed lost in transit, please let us know within 7 days of the estimated delivery date so we can investigate with the carrier and find a resolution.

Your Statutory Rights

This policy doesn't affect your other legal rights as a consumer. See our Terms of Service for more on this.

Questions

If you're unsure whether your situation is covered, email us at dunce@duncetwice.com and we'll take a look.