Taxes and Duties
We ship to you on a DDU (Delivery Duty Unpaid) basis, which means we are responsible for making a safe delivery to your destination, by bearing all the transportation expenses and assuming all risks during transportation. Once the item(s) arrive at your agreed-upon location, you become responsible for paying import taxes and duties, as well as further transportation costs.
Delivery Processing Time
Before we can send your order, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum.
Our delivery time starts from the moment an order is accepted, while we aim to ensure that all orders are dispatched within 3-6 working days, delivery to a remote destination is not always guaranteed to arrive within the specified shipping timeframe.
Tracking Your Order
Once your purchase is on its way to you, we will send you an email with a link so you can track its progress. You can also follow your order via our site by signing into your account.
If you aren’t registered on DARWIL site, select ‘TRACK YOUR ORDER’ under “My Account” on the top left corner of our site and enter your order number.
We are unable to ship to freight forwarding addresses or PO Boxes. Make sure you select a residential or business address for delivery.
Returns & Exchanges
How To Exchange an Item
You’ve got 14 days from when you received your order to exchange your item(s) free of shipping costs, or to return it/them for a full refund minus shipping costs. Simply follow these steps:
- Sign into your account, go to View All Orders and select the order number containing the items you would like to return.
- Contact our Customer Care at email : email@example.com for assistance, provide your order number and email address.
- Follow our shipping instruction.
- Prepare your package ready for the courier to collect it.
If you aren’t registered on DARWIL site, you can arrange a return by selecting ‘Create a Return’ in the drop down menu under the My Account tab on the top left corner of our site and entering your order number.
To ensure your return is covered by our complimentary returns policy, please send it back from the same destination it was delivered to. Should you choose to send your purchase back from an alternate location, and use a different courier:
- You’ll be responsible for any additional charges
- Your return may be delayed if held at customs
As soon as we’ve received your return, we’ll notify you by email. Make sure that all of the item(s) you wish to return from your order arrive back with us together in one shipment with complete packaging, so that we can process your exchange as quickly as possible.
Please note that we will not accept liability for goods that are not returned via our shipping partners.
Our Returns Policy
Item(s) should be returned new, unused and with all DARWIL original packaging. Returns that are damaged, marked or altered will not be accepted and will be sent back to the customer.
Please notify Customer Care before returning any item(s).
Goods are classified as faulty if they are not of satisfactory quality. Please note that items which are damaged or as a result of normal wear and tear; by accident; or through misuse will not be considered faulty.
If your item is faulty when you receive it, you can return it for exchange within 14 days from the date you received it.