return and complaints

return in five steps

Did you change your mind? You can cancel your purchase within 14 days of receipt, without explanation.

1. Contact us.Send a statement of withdrawal to info@duck.rs — fill out the form or write in free text — and state your order number.

2. Pack it.Place the goods in a box suitable for transport — preferably the one it arrived in — and enclose the statement or order number. Do not stick tape directly on the original packaging.

3. Send within 14 days of the statement.Address: DTM Duck Retail DOO – Returns and Complaints, Drinčićeva 26, 11108 Belgrade. You can also hand it over in person, by prior arrangement. We do not accept shipments with cash on delivery (payment upon delivery).

4. Cost of return.You pay for the return shipping, according to the price of the courier service you choose.

5. What can I return?Underwear that arrived in sealed packaging — only unopened. Other lingerie can be tried on over your own underwear; you return it unworn and unused.

We refund the money, together with the delivery cost to you, no later than 14 days from receipt of the statement — when the package reaches us or when you send us proof that it has been shipped. Payments made by card are refunded to the same card.

complaint in four steps

Did it arrive damaged, defective, or wrong? We'll resolve it, and we bear the costs. Normal wear and tear and damage from improper use are not defects.

1. Write to us.Send your order number, a description of the problem, and a photo to info@duck.rs Contact us as soon as you notice the defect, no later than two months.

2. Confirmation of receipt.We immediately confirm receipt and send you your complaint number.

3. Response within 8 days.We inform you whether we accept the complaint and what we propose. Respond to our proposal within three days.

4. Resolution within 15 days.By repair, replacement, price reduction, or refund. The complaint is valid even when the packaging is opened.