Shipping Policy

Every DUGO order is packed by hand and shipped from California. Here is everything you need to know before and after you order.

Order Processing

Orders are processed within 1–2 business days (Monday to Friday, excluding holidays). Personalized, engraved and made-to-order pieces need an additional 2–3 business days before they ship. Orders placed after 12:00 PM PST begin processing the next business day.

Shipping Within the United States

Faster carrier services may also be offered to you at checkout. Where available, the exact cost and estimated delivery time are shown before you pay.

Delivery estimates begin the day your order ships, not the day you place it.

PO Boxes and Military Addresses

We ship to PO Boxes and APO/FPO addresses by Standard Shipping only. Delivery to these addresses can take up to 14 business days.

International Shipping

We ship worldwide. International rates are calculated at checkout based on your destination and the carrier you choose, so you will see the exact cost before paying. Delivery times vary by country and by customs processing.

Import duties, taxes and customs fees are set by your country and are the responsibility of the recipient unless they are collected at checkout. We cannot predict these charges or refund them, and we are not able to mark parcels as gifts or declare a lower value.

Order Tracking

You will receive a confirmation email with tracking as soon as your order ships. Please allow up to 24 hours for tracking to begin updating.

Delays

We work hard to meet our estimated delivery windows, but shipping times are not guaranteed. Weather, carrier delays, customs and high order volume during holidays can all affect delivery.

Returns & Exchanges

We stand behind the quality of our pieces and want you to be fully satisfied with your purchase.

Return Eligibility

Items may be returned within 30 days of the delivery date, provided they are unworn, unused and in their original packaging with all tags attached.

Non-Returnable Items

For hygiene reasons, earrings and permanent (welded) jewelry are final sale and cannot be returned or exchanged — unless the item arrives damaged or defective.

How to Start a Return

Email our Customer Care team with your order number and the item or items you would like to return. We will reply within 1–2 business days with return instructions.

Refunds

Once your return is received and inspected, your refund is issued to the original payment method within 5–7 business days. Original shipping charges are not refunded.

Exchanges

If you would like a different size, colour or style, tell us when you start your return and we will accommodate it where stock allows.

Damaged or Defective Items

If your order arrives damaged or defective, contact us within 7 days of delivery with photos of the item. We will arrange a replacement or a refund at no additional cost.

Customer Care

Our team is available Monday to Friday, 9:00 AM – 5:00 PM PST, and replies within 1–2 business days.
Email: dugostores@gmail.com
Phone: +1 424-388-8935