Delivery & more
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A - DELIVERY - Regulations give us the right to deliver your order within 30 days minimum subject to exclusions and other restrictions. A delivery date will sometimes depend on the amount of work required for your order and especially when everything will have to be custom made. To make the delivery process more convenient to you, the following steps have been put into place;
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Collection at the workshop - for local customers or for collection to be carried out by appointment only. Particular rules regarding social distancing may affect this option.
​Track 48 with signature - your order will be shipped Monday-Friday. Everything should arrive at your doorstep within 48 hours from dispatch. First class charges start at £4.99 for this service.
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International Delivery - If you wish to order from outside the UK, please note that this would be subject to additional costs such as customs charges and additional obligations under the Brexit situation. Just contact us before ordering and we will help you in any way possible.
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Free Standard Delivery - Uk only - When you spend £75 or more, your order will be dispatched free of delivery charges / Monday-Friday and within 5-7 working days.
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Please note that delivery charges are provided as a guide only and that they may be subject to change(s) at any time. It is advisable to check these details carefully before making your purchase. This website will also offer shipping advice as a way to clarify the situation;
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Green banner - for dispatch within seventy-two hours after production
Amber banner - for shipment within five days following completion,
Red banner - courier delay during the period - update via email
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Typically, these details may also appear in the top header of this website and as our way to inform you about the shipping facilities that are available at the time of purchase.
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B - PRE ORDER / WAITING LIST - Dubocado usually creates limited collections during the year. These limited items are listed as 100 creations for each period. Once sold out, items will not be reproduced in the same way. A new collection will be made available thereafter. You can also register your order under several options such as (1) receive the order when it is ready, (2) choose for your order to have no markings or signature by the artist. This choice will be subject to a licence fee or (3) send the order in 45 days plus and you will get a reduction with a free star gift. These options will always be displayed on a product page. Regarding payment, you will always receive a written confirmation for your order along with full details in writing concerning how or when you should pay for that purchase. Delivery will always be organised after payment has been fully cleared. If the order does not arrive within 60 days, your choice will be cancelled and refunded. Under this service, all commissions are fulfilled in the order that they are received. If your address has changed and you have never informed us, Dubocado reserves the right to abandon your order. If you are paying by credit/debit card and your card has expired (or is no longer valid or if payment is not authorised), Dubocado reserves the right to cancel your order and you will be notified by phone or email.
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C - FREE GIFT OFFER - We may take the step to include a free gift whenever we wish. This gesture would usually be expressed to say thank you to our customers. A free gift does not oblige you to place an order with us. A free gift will not form part of any contractual agreement or be linked to any purchase made on our website. A free gift cannot be refunded or exchanged under any circumstances. If you did not receive your free item but you were entitled to it and still wish to receive it, let us know as soon as possible and we will rectify the error immediately.
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D - RETURNS & REFUNDS - We do not accept returns because your order will be personalised and therefore much more difficult to resell. Consumer law clearly states that a refund is never allowed for purchases such as;
• Anything made to your specific requirements (i.e. outside of the standard options offered by the seller to all customers), is customised or cannot be resold due to a bespoke item,
• Perishable products (like food or flowers),
• Creative pieces that are specially ordered when you place an order as a direct effect for items like art, sculpture and ceramics,
• Personal items sold with a hygiene seal (such as cosmetics or underwear) when the seal is broken.
• Any subscription & memberships offering a tailor-made service, including in the event of interruption by one of the parties at any time during the year.
Our offerings are known for being creative pieces. If your item arrives faulty or damaged, please take a picture and email the result to merci@dubocado.com along with your comments. We will consider the situation fairly and will normally offer a prompt response (including an offer to remake your order under the 90 days rule with a free delivery). If you have not received your order as expected, please contact us directly and we will assist you with this situation. A refund will only be forwarded in view to comply with your statutory rights.
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E - OTHER BOOKINGS - You may be given access to special benefits as well as the provision of vouchers or codes for you to fully enjoy the purchasing experience on our website. Please use all vouchers as instructed or the transaction will be cancelled immediately.
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F - CANCELLATION​ - As a general rule, an order must be paid in full before delivery; you cannot cancel your order as it will always be made-to-measure or personalised. If we agree that a refund may be applicable, that payment will be returned to your original form of payment (less £25 for administration and other charges). Your request will always be refused if we believe that you do not comply with our terms and conditions or if you do not comply with our cancellation policy. Your cancellation request must always be made in writing to merci@dubocado.com and within seven day starting from the date of the order. We will always try to provide a reply as soon as possible or within the next 72 hours after receiving your request .A cancellation request will always be denied after the order has gone into production. If we happen to cancel your order or delivery, you will be offered a new date where your order can be remade with a free delivery or you can obtain a refund,
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G - MORE INFORMATION - For orders being placed outside of the United Kindgom, you must contact us here and we will inform you regarding the custom charges that would apply for your country of residence. If you require further details regarding this section or any aspect of this delivery /refund policy, please contact us directly.
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