Complaints

How do I make a complaint?

For the fastest possible handling, please contact our customer service at support@duviva.com before returning an item, regardless of the reason. Please note that the issue should generally be a manufacturing defect and not due to incorrect use or handling.

We may ask you to photograph the product and send the pictures to us for further investigation.

If you wish to make a complaint about an item you have ordered, please send an email to support@duviva.com. Remember to include your order number and product name, as well as a detailed description of the issue. Also, specify whether you would like a replacement item or a refund.

In many cases, we will need to receive the item for examination. You are responsible for packaging the item so that it arrives in its original condition. If the complaint is rejected, you will be responsible for the return shipping cost of 99 SEK, which will be added to your invoice or chosen payment method.

If the complaint is approved, we will contact you via email with a solution, either in the form of a replacement item or a refund.

I have received a damaged product in my order. What should I do?

If you have received a defective or damaged product in your order, please contact us by email at support@duviva.com. Don't forget to include your order number. In order to assist you as quickly and smoothly as possible, please describe your case in detail. You may also want to attach a photo or a short video showing the issue.

What should I do if I am not satisfied with my product?

If you are not satisfied with your product, please feel free to contact our customer service, who will do their best to help you and ensure your satisfaction. If you are still dissatisfied and need further assistance beyond what our customer service can offer, you can contact the Swedish National Board for Consumer Disputes (Allmänna reklamationsnämnden) and/or the EU’s Online Dispute Resolution platform. We follow their recommendations.

We strive for you to be 100% satisfied with your purchase. Therefore, we offer email support every day of the week between 08:00 and 18:00, as well as phone support on weekdays from 10:00 to 16:00.

Do not hesitate to contact us at support@duviva.com if you need assistance with a complaint.