Last updated: 1 October 2026

Shipping

We ship from our warehouse in Denmark. Shipping is free on orders over €80, and the shipping options and prices for your country are shown at checkout. Orders to Norway, Germany, Belgium, the Netherlands and Luxembourg are shipped with GLS. Other destinations are shipped with PostNord and delivered by your local postal operator. Orders are typically delivered within 3–10 business days.

You will receive an email with your tracking number when your order leaves our warehouse. For orders shipped outside the EU, customs duties and import taxes may be charged by the destination country. These are paid by the recipient. Read more in our Terms and Conditions.

Right of withdrawal

You have a 14-day right of withdrawal on products bought in our webshop.

The withdrawal period starts on the day after you:

• receive your order,
• receive the last product, if several products in one order are delivered separately,
• receive the last lot or part, if a product consists of several lots or parts.

You must tell us that you want to withdraw from your purchase no later than 14 days after you have received your order. You can do this in three ways:

• If you have received your order, create a return in our returns portal. This counts as notice of withdrawal.
• If you want to cancel an order before it has been shipped or delivered, use our cancellation form. You can also find it at the bottom of the page under «Cancel order».
• You can also email us at hello@duffbeauty.com. Please state clearly that you want to use your right of withdrawal.

You cannot withdraw from your purchase simply by refusing to accept the parcel or by not collecting it, without also telling us clearly.

How to return

1. Go to our returns portal and enter the email address and order number from your order.
2. Choose the products you want to return, and whether you want a refund, an exchange or a gift card.
3. You will receive a GLS return label. Pack the products securely and hand in the parcel to GLS.

Send the products without undue delay, and no later than 14 days after you have told us that you want to withdraw. Please include your order confirmation or packing slip, as this helps us process your return faster.

If the returns portal cannot create a return label for your country, you can send the return to us yourself at your own cost. Please keep the receipt and tracking number.

We can only accept returns of products bought in our webshop at duffbeauty.com. If you bought the product from another retailer, please contact that retailer.

Returns are sent to our warehouse:

DUFFBEAUTY, ND Group ApS
Attn: Returns
Nyager 5
2605 Brøndby
Denmark

You are responsible for packing the products securely. You bear the risk for the products from when they are delivered to you until we have received them back. We do not accept parcels sent cash on delivery.

Return shipping costs

When you use your right of withdrawal, you pay the direct cost of returning the products. Return shipping through our returns portal costs €15, which is deducted from your refund. If you exchange for other products, return shipping is free (see «Exchanges and gift cards» below).

Products excluded from the right of withdrawal

The right of withdrawal does not apply to:

• Products made to your specifications or clearly personalised.
• Sealed products that are not suitable for return for health or hygiene reasons, if the seal has been broken after delivery. This applies, for example, to opened lashes, glue and cosmetics.
• Products that by their nature have been inseparably mixed with other items after delivery.

Condition of the products

You may examine the products in the same way as you would in a physical shop, without breaking the packaging or hygiene seal. You are only liable for any reduction in value caused by handling the products beyond what is necessary to establish their nature, characteristics and functioning. If you have used the products beyond this, we may deduct the reduction in value from your refund.

Refunds

When you use your right of withdrawal, we refund everything you have paid, including the delivery costs. The exception is any extra cost resulting from choosing a delivery method other than the cheapest standard delivery we offer. If you return only part of your order, we do not refund the original shipping cost.

We refund you without undue delay and no later than 14 days after we have received your notice of withdrawal. We may wait to refund you until we have received the products back, or until you have shown that you have sent them. The refund is made to the payment method you used for your purchase, unless you have expressly agreed otherwise.

When your return arrives at our warehouse, we normally process it within 1–5 business days, and you will receive an email when we have received it. It may then take up to 5 banking days before the money is in your account, depending on your bank or payment provider.

Exchanges and gift cards

When you create your return in the returns portal, you can choose between:

• A refund to the payment method you used for your purchase (return shipping €15).
• An exchange for another colour or variant, or for another product. Return shipping and shipping for the new product are then free.
• A gift card with 10% extra value. For example, if you return products worth €40, you get a gift card worth €44. The gift card is valid for 3 years from the date of issue.

Exchanges and gift cards are voluntary offers. When you use your right of withdrawal, you are always entitled to a refund.

If you bought the product with a discount code from one of our partners (for example an influencer), the discount is transferred to the new product when you exchange it for a similar product. You do not need to pay the price difference.

Returns of products bought with a volume discount

If you bought products with a volume discount (for example «buy 3, get 4») and your return means that the conditions for the discount are no longer met, the value of the product you received for free is deducted from your refund.

Parcels that are not collected

If you do not collect your parcel, or if the address you entered is incorrect, and the parcel is returned to us, we will deduct our actual return shipping costs from your refund.

Complaints about defective products

If a product is faulty or defective, you have the right to complain under the Danish Sale of Goods Act. You can complain about defects that appear within 2 years of receiving the product. If the consumer law of your country gives you a longer period, that period applies.

You must complain within a reasonable time after you discovered the defect. A complaint made within 2 months of discovering the defect is always in time. If a defect appears within 1 year of delivery, it is presumed to have existed at delivery, unless we can prove otherwise. The right to complain does not cover damage caused by incorrect handling or use of the product.

Depending on the situation, you can have the product repaired or replaced, get a price reduction, cancel the purchase and get your money back, or claim compensation.

How to complain: Create a claim in our returns portal, or email hello@duffbeauty.com. Please include your name and order number, describe the defect and attach a photo if possible, so we can help you faster. For a justified complaint, we pay the return shipping and refund the original shipping cost to a reasonable extent.

Missing items and damage in transit: If an item is missing from your order, or your parcel has been damaged in transit, please contact us as soon as possible. Photos of the parcel and its contents are helpful. We will then send the missing item to you or refund the amount.

Claims are sent to our warehouse:

DUFFBEAUTY, ND Group ApS
Attn: Claims
Nyager 5
2605 Brøndby
Denmark

We do not accept parcels sent cash on delivery.