FAQ



WHERE ARE YOU BASED?

Our design studio is located in Vancouver, Canada. But we currently have our production and shipping departments in the U.S.




DO YOU ACCEPT DEBIT CARD?

Yes, you can pay with your debit card via PayPal. You do not need a PayPal account to make payments. We accept Visa, Mastercard, American Express, and Discover credit and debit cards.




HOW DO I CONTACT YOU? DO YOU HAVE A MAILING LIST?

Feel free to get in touch with us via our contact page under the menu or email us. We'd be happy to answer any questions or comments. If you wish to join my mailing list, please click here to leave your email address. We promise not to spam your emails daily, weekly or even monthly. Only on noteworthy occasions when we have special announcements :) You can also follow us on Instagram @dulgenstyle.




DO YOU ACCEPT CUSTOM ORDERS?

Yes! We’re available for custom requests or collaborations. Feel free to send us a note with your ideas.




HOW LONG DOES IT TAKE TO RECEIVE THE ORDER?

Good question! It mostly depends on which products you ordered and where you live. Generally, it takes us 2-7 business days to create each of your orders almost from scratch; then the shipping crews take another 3-8 business days to deliver to the U.S.; 5-10 days to Canada & Europe; or 10-20 days to everywhere else. So, we appreciate your patience. Good things will come to those who wait :D




WHAT’S YOUR RETURN POLICY?

Because we individually make all our product to your order, we, unfortunately, are unable to accept any returns or exchanges. However, we do take pride in the quality of our products and services. If you received defected products or if we had made mistakes with the order, please email us ASAP at info@dulgen.com within two weeks upon the arrival of the products. Make sure you include the order number, name, email, a description of the issue, and the photo of the disputed product with the email. 




WHAT IF MY PACKAGES GOT LOST IN TRANSIT? 

No worries :) For the lost packages, please submit your claims no later than 30 days after the estimated delivery date. We will do our best to work with the shipping company to resolve the issue for you.




DO YOUR SHIPPING CHARGES INCLUDE CUSTOM DUTIES OR TAXES?

Unfortunately, our international shipping fees do not cover any custom duties/taxes. The customers are responsible for any charges if any. dulgen™ is not responsible, nor in control, of any additional duties/taxes that may be applied. We are required by law, to state the value of your order’s contents. For more information, please contact your local customs department.