Shipping policy

This policy explains the general conditions for preparing and shipping orders placed with DuSongi.

1. Order preparation

Orders are normally prepared within 24–48 business hours after payment is confirmed.

Transit time begins once the order has been handed over to the carrier and does not include the 24–48 business hours needed for preparation.

Weekends and public holidays are not considered working days. During periods of high demand or exceptional circumstances, preparation may take longer. If there is a significant delay, we will inform the customer.

2. Shipping methods

Available shipping methods depend on the destination country, the weight of the order and the characteristics of the products included.

Depending on the destination and the order, the following options may be available:

  • Economy shipping without tracking

  • Standard shipping with tracking

  • Delivery to an InPost pickup point

  • Other shipping services available for certain destinations

Not all methods are available for every country or order.

The options available for each order and their prices are shown during checkout before payment. When the carrier provides an estimated delivery time, it will also be shown at checkout.

3. Untracked shipping

Economy shipping without tracking is only available for certain lightweight orders and destinations.

As this shipping method does not include tracking, we cannot check the shipment’s location or confirm its status while it is in transit.

If your order does not arrive within the estimated delivery time, you can check with your local post office to see whether they have a shipment in your name. You can also contact us at info@dusongi.shop so that we can look into the matter.

For long-distance shipments or higher-value orders, we recommend choosing a tracked shipping method when available.

4. Tracked shipping

Tracked shipments include a tracking number. Once your order has been dispatched, you can find it in your order communications or on the order status page, when available.

5. Delivery to an InPost pickup point

When available, you may select delivery to an InPost pickup point as your shipping method.

Due to how the Shopify integration works, the specific pickup point is selected after payment has been completed, on the order confirmation page.

You must select an available pickup point to provide the information needed for delivery.

You can check your selected pickup point later on the order status page.

6. Delivery times

When available, delivery times shown during checkout are estimates based on the carrier and destination.

Transit time begins once the order has been handed over to the carrier and does not include the 24–48 working hours needed for preparation.

Delays outside DuSongi’s control may occur due to periods of high demand, logistical issues, weather conditions, public holidays or circumstances related to the carrier, among other reasons. This does not affect your statutory consumer rights.

7. Delivery address

You are responsible for checking that the address and delivery details entered during checkout are correct and complete.

If you notice an error, please contact DuSongi as soon as possible. Once the order has been handed over to the carrier, it may no longer be possible to change the address.

If an order is returned because the address provided by the customer was incorrect or incomplete, or because it was not collected within the carrier’s specified timeframe, additional shipping costs may apply if a second delivery is requested. Each case will be assessed according to its circumstances, without affecting your statutory consumer rights.

8. Undelivered, lost or damaged orders

If a tracked order is marked as lost, encounters a problem in transit or does not arrive within a reasonable timeframe, please contact DuSongi so that we can investigate the matter with the carrier.

We ask you to record a continuous unboxing video of your order, starting before opening the package and showing all items received. The video should clearly show the shipping label, the unopened package, the entire opening process and any defects or issues found. This helps us verify and resolve potential issues with your order.

9. Shipping costs

Shipping costs are calculated according to the destination, the weight of the order and the selected method.

The final amount is always shown at checkout before payment.

Rates may be updated when carriers change their prices or conditions, so fixed amounts are not included in this policy.

Imports and taxes

Products are shipped from Spain, and the costs of importing the products to our warehouse are already included in their price. Prices include applicable VAT.

Shipping costs to the customer are calculated separately and shown before payment.

10. Available destinations

DuSongi only ships to destinations that are enabled during checkout.

The availability of certain countries, carriers or delivery methods may change depending on the applicable logistical conditions.

11. Contact

For any shipping-related questions, please contact DuSongi at info@dusongi.shop.