FAQs

Thank you for visiting us! Here you will find our most frequently asked questions, and you can probably find answers to yours too :) If you didn’t see them, please email us at info@ducinemastore.com, and we will get back to you with the correct answer. 

• Orders:

-I ordered more than two items, but I received only one of them. Why is that?

Don’t worry! If you buy multiple products, there is a chance your order will arrive separately since certain products will be shipped from our different warehouses worldwide. 

-Why didn’t I receive a confirmation email after placing my order?

If you don’t see the email in a few minutes, check your “junk mail” or “spam” folder. We make every effort to ensure that our emails are delivered. If you still don’t receive an email, please email us at info@ducinemastore.com, and we will answer your request as soon as possible.

-I need to modify or cancel my order. Is it possible?

Sure! Everything is possible if your order hasn’t been produced. Please email us at info@ducinemastore.com, and we will be happy to help you. 

-Can I change my shipping address if it is incorrect?

Yes! You can change it if your order hasn’t been processed. Please email us at info@ducinemastore.com as soon as possible, and we will help you with your request.

-Why was I charged more than the listed price?

The prices may be shown in your local currency while trying to find the right product, but once you are in the checkout section, they will be in USD. Please keep in mind that the credit card company converts U.S. dollars into your currency, and there is a chance that they will charge a small “foreign exchange transaction fee” for this service. 

• Shipping:

-Do you ship worldwide?

Yesss! We ship worldwide, anytime, anywhere!

-Where do you ship your products from?

Our products are generally shipped from our different warehouses worldwide. 

-What are the shipping times?

Shipping times depend mainly on customs and are different in each country, but below you will find an estimate based on past shipments:

E.U. and U.S.- delivery time: expect your order to take between 2-15 business days to arrive from the date it’s placed.

International- delivery time: expect your order to take between 2-15 business days to arrive from the date it’s placed.

*Please allow a longer delivery time during seasonal shopping periods.

-Will I get a tracking number?

Yes! You will receive a shipping confirmation email with the tracking number and delivery updates as soon as your order has been shipped. If you didn’t receive it, please email us at info@ducinemastore.com, and we will provide it.

-Why isn’t my tracking number working?

Give it a few hours- sometimes, we beat our mail carriers to the punch. If you have already tried this and it still doesn’t work, don’t worry! Please email us at info@ducinemastore.com, and we will let you know where your order is.

-What if my package arrives damaged?

We take extra precautions to ensure that your purchase arrives in perfect condition, but unfortunately, sometimes, our efforts aren’t enough. However, if your package arrives damaged or broken, please email us at info@ducinemastore.com, and don’t forget to attach the photos. We will see how we can make it up to you! 

• Returns:

-Can I return an item?

We are very sorry, but we don’t accept returns of our products as your order is custom-made. However, if for any reason you are unsatisfied with your purchase, please don’t hesitate to email us at info@ducinamenastore.com, and we would love to assist you in turning the situation around. 

• Payments:

-Which payment methods do you accept?

We accept all major debit and credit cards, including Visa, Mastercard, and American Express. We also accept PayPal payments and some cryptocurrencies.

We have good news for you if you want to pay with local payments! We accept iDEAL in the Netherlands, Bancontact in Belgium and Sofort in Germany and Austria.

-Why was my payment declined?

Your payment may be declined for several reasons, but there is nothing to worry about. If this is your case, please email us at info@ducinemastore.com, and we will advise you.

• Products:

-Are your phone cases MagSafe compatible?

Nope! Unfortunately, our phone cases aren’t MagSafe compatible.

-When will you have phone cases for more models?

Your interest in Du Cinema makes us so happy! We will be adding new models to our collection shortly, and you will be the first to know about it if you subscribe to our newsletter! 

• Customer Support:

-How long do I have to wait for a reply to my email?

Our customers are the most important to us! That’s why you should expect to receive a response within a couple of hours, but during busier periods, such as the holiday shopping season, please allow 24-48 hours for an answer.