Delivery & Returns

Shipping and Delivery Policy

At Dharug, we aim to deliver your order as quickly and safely as possible.

In order to develop and maintain a fair-trade arrangement between designers and our sustainable shop, shipping times may vary depending on the availability of the products, the social and economic context and, of course, your delivery address.

 

Product Availability and Fulfilment

Some products available on Dharug are stored in our own inventory and are ready to ship immediately. Other products are created or stored by independent designers and may need to be shipped to us first before being forwarded to you.

In these cases, the designer will first send the product to Dharug, after which we will ship the order to the customer. This process allows us to support independent designers and maintain our fair-trade and sustainable business model. As a result, processing and shipping times may vary depending on the availability and location of the designer.

For a unique sustainable shopping experience, you will receive the ordered items packaged in a compostable mailer. We kindly advise you to unpack carefully since the reusable mailer is part of the sustainable packaging, and it must be used in case of return, in order to keep up with our spirit of sustainability. We not only encourage you to choose long lasting design and reuse fashion but to reuse anything that can be reused.

We supply shipping services to you and we will try to ensure that your order is shipped by the estimated shipping date but there may be circumstances where shipping is delayed because of events beyond our reasonable control. If this happens, we will try to arrange for your products to be shipped as soon as possible, but we will not be liable to you for any losses caused as a result of such delay.

If no one is available at your address to sign for your order, our delivery partner may leave a delivery notice and you will need to contact them to rearrange delivery.

 

Processing Time

Orders are generally processed within 1–5 business days, depending on product availability and supplier location. Orders are not processed or shipped on weekends or public holidays.

 

Estimated Delivery Times

Delivery times may vary depending on the destination country and the shipping carrier used. Estimated delivery times are typically:

• Europe: 3–10 business days

• International destinations: 7–21 business days

Please note that these delivery times are estimates and may vary due to customs processing, carrier delays, or other unforeseen circumstances.

 

Customs Duties and Import Taxes

For international shipments outside the European Union, your order may be subject to customs duties, import taxes, or other fees imposed by the destination country. These charges are the responsibility of the customer and are not included in the product price or shipping costs.

 

Incorrect Address Information

Customers are responsible for providing accurate shipping information. If an incorrect or incomplete address is provided and the shipment is returned to us, additional shipping charges may apply to resend the order.

 

Lost or Damaged Shipments

If your package is lost or arrives damaged, please contact us as soon as possible at office@dharug.com so we can assist you in resolving the issue with the shipping carrier.

 

Shipping Costs

Shipping costs are calculated at checkout based on your delivery address and the selected shipping method.

 

Return Policy

As Dharug is a fair trade online sustainable shop that aims to make a change, we are hoping to minimize the carbon footprint of our activities, so we strongly suggest choosing items wisely and considering a no-return scenario. However, we accept returns within 30 days from the date the products are received.

Depending on where you live, you have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCRs") or equivalent consumer legislation in the EU. This means that, during a certain cancellation period, if you change your mind or for any other reason you decide you do not want to keep the purchased products, you can notify us of your decision to cancel the order. Once the products are returned to us you will receive a full refund; however, you will be liable to arrange and cover the full cost of returning the order to us.

You may cancel an Agreement at any time before your order is delivered and up to 30 days afterwards, beginning on the day after you received the products ("cooling-off period").

To cancel an Agreement, you must clearly inform us, preferably by email at: office@dharug.com

If you cancel an order (or part of an order) during the cooling off period, you must return the product(s) within 30 days after the day on which you received the purchased items, and ensure the item(s) comply with the conditions of our Returns Policy.

If you cancel an Agreement between us within the 30-day cooling-off period, we will process the refund due to you as soon as possible. In any case, your refund will be completed within 14 days after the day on which we received your return.

If you withdraw from this Agreement, we shall reimburse you no later than 14 days from the date on which we received the returned items, for all payments we have received from you, except the cost of the return shipment as well as any related costs for importing the goods back to Romania (such as customs duties or import taxes), which shall be borne by you.

You are responsible for the chosen shipping method of the returns. The risk for the returned products transfers to us only once we have received the returned items. This means that we cannot be held responsible for any returns which are (for example) lost and/or damaged in the mail when being returned. We therefore advise you to choose a registered shipment, request tracking information and ensure the package containing the returned products.

We will use the same means of payment used by you in the original transaction. We may refuse a refund until we have received the goods back.

For a unique and sustainable shopping experience, your order will be packaged in a compostable mailer. We kindly advise you to unpack carefully since the reusable mailer is part of our sustainable packaging and should be reused if you return an item, in order to support our sustainability goals.

Returned products must be unused, undamaged and returned in their original packaging. Returns attempted without satisfying all of the aforementioned conditions, will not be accepted. 

A right of withdrawal does not exist for Agreements for the delivery of goods which are not prefabricated and for the manufacture of which an individual selection or destination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer and it expires prematurely for Agreements for the delivery of sealed goods which are not suitable for return for reasons of health protection or hygiene if their seal was removed after delivery.

In the case of defective or incorrect merchandise, please contact us immediately at office@dharug.com. We reserve the right to request photographic evidence regarding defective or incorrect merchandise before authorizing a return. You can use the attached sample revocation form, which is not mandatory. 

 

Model withdrawal form

To:
S.C. Reloop S.R.L.
Str. Liviu Ciulei Nr. 4 Ap. 3
Cisnadie, Jud. Sibiu
Romania, 555300
Email: office@dharug.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Ordered on: __________________

Received on: __________________

Name of consumer(s): __________________

Address of consumer(s): __________________

Signature of consumer(s) (only if this form is submitted on paper): _________________

Date: __________________