SHIPPING & PURCHASE POLICY

Standard Shipping comes with tracking number.

All our packages comes with tracking number, this way customer can be assure that your package will be delivered to you.

We don’t accept cancellations.

But please contact us if you have any problem with your order. The reason why we do not accept cancellation is because customer service and shipping time differs from work hours. And also refund or cancellation cost us transactions fee % depending on the payment method.

I gladly accept returns and exchange

Contact me within: 3 days of delivery

Ship items back within: 21 of delivery [from the date it has been delivered from the courier to your shipping address]

***** In case of cancellation [after Durunaru approval], there is a charge for restocking and the fee is of 30% of the total amount paid [Items + shipping fee].

Wrong Shipping Address:

Customer is responsible of the shipping address. If your order has not been shipped yet, it is possible to change it (Please, contact us first)

If there is any incomplete address, the courier will let us know and we will contact you as soon as possible (Only for Express Shipping Method). We have a timeframe of 4 days to provide the right information to the courier. If there is not any answer within 4 days, the courier may dispose the package away or return to us (depends on each country policies/law).

If the package return to us we may get charge. If the customer wants their order:

Must pay for the shipping fee again.

In case the courier disposed the package, customer needs to order again.

If we got charge for the package return & exceed the items cost itself, need to order again.

If the courier system, stated that your package has been return because "Addressee Unknown", it is the same we have in the system. Shipping refund is impossible since we have paid already to the courier the amount. For the items refund will be in points ONLY once we get the package back to us. Taxes fees can't be refunded.

No POX BOX

No PO BOX for Express Shipping [Any country]

No PO BOX for Flat Shipping rate countries. This includes Standard shipping. Please, see here to see the list of it.

Express Mail and Standard Shipping time frame is NOT guarantee

We will do our best to meet these shipping estimates, but cannot guarantee them. Actual delivery time will depend on the shipping method you choose.

Once the packages are sent to our shipping provider, arrival time are out of our control and in the hands of the shipping service that has been selected.

Customs and import taxes

Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.

Europe and United Kingdom VAT and IOSS taxes.

You will pay at your country customs. Whether with FEDEX/DHL or with your post office. They will let you know how much you have to pay. You wont be able to receive your package if you do not pay for the customs taxes first. We don't collect taxes in our store.

Express Shipping Australia/India/Pakistan Only

For some reason there are places that shipping price may vary by zip code (very rare). If we have any problem with your address, we will contact you as soon as possible. Shipping Sub-Charge may be up to 79.00usd (minus what you have paid). We will contact you in case you want to change the address or made the payment of the extra sub-charge.

You can always contacting us first with your address, city and zip code to know if there will be sub-charge.

✖ NO CANCELLATION

Standard Shipping & Express Shipping to South America:

The shipping fee is based on the capital of the country. Shipping fee may be different when we are trying to send your order. Be aware that if your shipping destination it is not the Capital of the country. There may be some sub-charge. Shipping Sub-Charge may be up to 75.00USD (minus what you have paid for shipping already). Only excludes Chile and Brazil from Standard Shipping [no extra charge]

✖ NO CANCELLATION

Forwarder Service

We use forwarder service for the following countries [only standard shipping]:

Guam

Puerto Rico

Virgin Island

USA military address

Saipan

We ship once every 2 weeks to the forwarder company. Please, expect to get the tracking number once it has passed destination country customs. We will notify you with the details.

DuruNaru is not held responsible for:

Mistake made by your country post office.

Wrong addresses given by customers.

Damage to orders by post service (excludes order shipped with FEDEX/DHL EXPRESS MAIL SERVICE | To prepare for any cases of item damage or omission, we recommend filming an unboxing video when opening the parcel, is A MUST)

PO BOX issues

Stolen Packages after delivery.

My package is not moving/is lost/it says “delivered” but I haven’t gotten.

Each country post office has their own policies/law in how to treat each cases. But do not worry we are here to help as much as we can.

Standard Shipping Method: If you package is not moving from customs means that actually neither your country post office has not received it but still in your country customs (governmental institution). We can usually open cases through our Korean post office and can take up to 15 business days to get an answer back. Mostly if we do not get any answer from the destination country post office, we can see that it will move again the package.

Sadly, we cannot open cases to Italy and USA. But I will suggest to contact Poste.it (for Italy) and for USPS.com (for USA) there is a form in where you can fill it out and they will reply you back.

In case of: my package says that it has been delivered but I have not gotten anything in the mail. If you are in the USA please contact USPS.com as soon as possible and ask them for the GPS coordinates. The same information it shows in the tracking number system is the same we have. Other countries than USA, please contact your post office as possible.

Express Mail Shipping Method: It is not moving: please check Fedex/DHL and enter the tracking number, it will show in there the reason why is not moving (weather issue, operational delay, waiting on customs payment or etc). My package is lost/it says “delivered" but I have not gotten my package. Do not worry, contacting us as soon as possible [Within 4 calendar days from the date it was delivered your package]. We will fix the problem altogether with FEDEX/DHL.

Enter Coupon at the Checkout Process Page

Customer is responsible to enter the coupon code discount at the checkout process page and verify the price charged is correct after adding the coupon code. Adding the coupon code discount before login into their account [Durunaru Account/Shop Pay/Apple Pay/Shop App], may cause coupon code be removed from the checkout process page and discount won't be apply.

Checkout Experience for Customer Using Shop Pay

When a customer is checking out, and they've entered their shipping, billing, and credit card information, they can save their information with Shop Pay by entering their mobile phone number and opting in.

Customer Experience

When a customer checks out using Shop Pay, they're taken to the order review page. If your customer uses the Shop app, then they're prompted to verify their purchase through the app. If your customer uses only Shop Pay, then they can verify their purchase using their Shop passkey, or a unique six-digit code that they receive in a text message or email.

If a customer returns to your store using the same device, then they can check out without using Shop app passkeys or SMS confirmation. During checkout, the customer is redirected to Shop Pay to verify their information before returning to checkout to complete the purchase. If your store offers a local pickup or delivery option, then customers can choose the option during checkout with Shop Pay.

After customers opt in to Shop Pay and complete verification, they can use their saved information on any Shopify checkout that has the feature activated. They don't need to verify themselves again. For stores that have access to the feature, some customers can pay in installments. Learn more about Shop Pay Installments.

If a customer wants to change their Shop Pay account information, then they need to sign in to Shop Pay with their current registered email address before they can update their information. Customers can opt out of Shop Pay at any time. If your customer has any questions about using Shop Pay, then they can visit Shop Pay Help.

Order Confirmation

Items are shipped within 2 business days [orders come in after 12pm Korean Time will count one more extra day for processing] using the shipping method chosen by the customer. Processing time may be delay in case of: customer purchase many items, busy season, waiting for the Korean Post Office upload the tracking number in their system or waiting for restocking. But I will let you know if we gotta caught on one of these issues. [This excludes items shipping with forwarder, it does not apply the shipping within 2 business days].

Big order may take longer to dispatch, regardless if you have selected express shipping.

Free Shipping within South Korea

Free shipping within South Korea, orders needs to be 40.00USD & up after discount (if there is any). Less than 40.00USD, shipping is of 3.00USD. Jeju Island is 3.00usd extra. Many of our customers use forwarder to ship within South Korean and we understand the difficult of manage the Korean language, therefore if you write the address in English, we will try our best to match it to Korean. If you have the address in Korean already please, provide that instead. If we have any problem with your address written in English, we will contact you for more details.

Return Customer Discount Coupon

Return customers have a special discount coupon code of 20% OFF on orders over 30USD.

Coupon discount qualify for regular price and on sale items.

Sold out item(s), must be exchange it to any other items of the same price. Refund can not be done. If you wish to exchange the sold out item for a less priced item [from the original item], we may be able to give you extra points in your account instead. If you wish to exchange it to any other item that is more expensive than the original item, you may have to pay the difference [We will send you the invoice for the difference]

Final sale

No cancellation

Account Termination

At Durunaru, everyone is expected to treat fellow members of our community with respect.

Durunaru has the right to terminate your account if:

- Chargeback[s]/Fraud[s] have been done in the past. [even though Durunaru has won cases]

- DuruNaru system abuse [open fake account, points, rewards and etc]

- Harassment or abusing to our Durunaru Team

- Discrimination and Hate Speech

If Durunaru has reason to believe you have violate our terms and condition [shipping and purchase policies], we may suspend or terminate your account. Through IP address we may be able to find out if you have an open new account[s] with different shipping address, name and billing address.

Business Days

Business days are Monday to Friday (excludes Weekends and holidays – both Korean and destination country)

Replacement Policy --> https://www.durunaru.com/pages/replacement-policy

Return Policy --> https://www.durunaru.com/pages/return-of-policy

Exchange Policy --> https://www.durunaru.com/pages/exchange-policy