Do you need help?
In the FAQ section you will find answers to some of the most frequently asked questions.
If you can't find the answer there, feel free to use our contact form and send us your question directly – we'll get back to you as soon as possible!
Frequently Asked Questions
How do I contact customer support?
If you have any questions, please send an email to info@duhaboutique.com. Your email will be processed during our regular support hours.
Which countries do you ship to?
We deliver throughout Europe, more specifically to the following countries: Germany, Belgium, Bulgaria, Denmark, Estonia, Finland, France, Greece, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Austria, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain, Czech Republic, Hungary and Cyprus.
How much are the shipping costs?
Standard shipping within Germany costs €4.99. Shipping is free for orders over €100.
Please note: You are responsible for the return shipping costs, even for orders with free shipping.
Who pays the shipping costs?
Shipping (for delivery): Free for orders over 100€.
Return shipping: You are generally responsible for the shipping costs yourself, unless there is a defect or fault (other regulations may apply, including warranty).
Which service provider will ship my order?
We ship your order within Germany as a parcel via DHL.
If you order from another EU country or Switzerland, your order will also be shipped via DHL.
When will my order be delivered?
Within Germany, delivery times are usually 1-4 working days.
For orders from other EU countries or Switzerland, delivery may take approximately 4-7 business days, depending on the destination country and DHL's shipping conditions.
What if the goods are damaged?
In such cases, it's more likely a warranty claim or a complaint about defects , rather than a cancellation based solely on "dissatisfaction." In this case, you may be entitled to reimbursement of the return costs.
Are hijabs/headscarves also considered revocable?
No - hygiene products (such as hijabs/headscarves) are excluded from the right of withdrawal. This means you unfortunately cannot return or exchange them.
Exception: Unopened, originally packaged hijabs can be exchanged if the color is different.
How do I handle SALE items?
Since sale items are exempt from the right of withdrawal, we recommend paying particular attention to size, material, and fit before purchasing. If you have any questions, please contact customer service before ordering.
How can I initiate a return or cancellation?
Cancellation of your order must be made in writing - either:
- by email to: info@duhaboutique.com
- or by post to:
DUHA Boutique
Müllerstraße 51A
13349 Berlin
Please be sure to provide the following information:
- Your full name
- The order number
- A clear statement that you wish to withdraw from the purchase contract
- Optionally, you can also use our sample cancellation form
Important: Simply returning the goods is not sufficient - a formal, written cancellation must be submitted.
How long is the return period?
You have the right to cancel your order within 14 days without giving any reason.
How does the return process work?
Once we have been notified of your return, please send it to the following address:
DUHA Boutique
Müllerstraße 51A
13349 Berlin
Important return conditions
Please note the following conditions for a valid return:
1. Return period
Returns are possible within 14 days of receipt of the goods.
Returns outside this deadline cannot be considered.
2. Condition of the goods
The items must be in perfect, unworn condition.
Returns with soiling (e.g., due to perfume, makeup, sweat, or other signs of wear) will not be accepted.
Please return the items in their original packaging, including all accessories and packaging materials, if possible. If the original packaging is no longer available, please ensure that you use secure outer packaging to avoid damage during transport.
3. Non-returnable items
- SALE items (reduced goods)
- Hygiene products - Hijabs/Headscarves
These items are non-refundable and non-exchangeable.
4. Return costs
The costs for the return shipment are to be borne by the buyer.
Note: Please only send returns with tracking, as we cannot accept liability for lost packages.
5. Processing time for returns
Processing usually takes place within 7-14 business days after receipt of the return.
6. Failure to comply with the conditions:
If the return conditions are not met (e.g., damaged or soiled items, missing information, exceeding the deadline), we reserve the right to return the items to the sender.
What do I need to consider when returning an item?
- The return period is 14 days from the date of receipt of the goods. The return must be received by us within this period.
- The buyer bears the return costs.
- The buyer is responsible for return shipping. We therefore recommend that you only return the item insured and with tracking to avoid shipping risks such as loss or damage.
- Reduced items (SALE) are excluded from exchange and return.
- Returns of items with signs of wear (e.g. perfume smell, stains, makeup or other soiling) will not be accepted.
- Hijabs (headscarves) cannot be returned for hygiene reasons.
Exception: If the item is unopened and in its original packaging and you simply don't like the color, an exchange can be made.