Shipping & Returns
Shipping & Returns
Pre-ordered? Batch 2 ships December 2026. You'll get a dispatch email with tracking the moment it leaves the warehouse.
Shipping
We ship to the EU, the UK, the United States and Canada. Everything you need to know before and after you order.
Processing & dispatch
In-stock orders
Orders are prepared within 1–2 business days (Monday to Friday, excluding public holidays). You'll get a dispatch email with your tracking link as soon as the parcel leaves the warehouse. Tracking can take a day to update after dispatch.
Delivery times
From dispatch, business days
- France & EU — 2–5 business days
- United Kingdom — 2–4 business days
- United States & Canada — 3–7 business days
Times can stretch a little during peak periods and sales. The estimate for your address is shown at checkout.
Shipping costs
Shown before you pay
The Duryn One pitcher ships free to every country we deliver to. For cartridge and accessory orders, shipping is calculated at checkout based on your address and shown clearly before payment. Refill Plan deliveries follow the shipping terms shown when you subscribe.
Pre-orders
Batch 2 ships December 2026
Pre-orders are shipped in the order they were paid — first paid, first shipped. You'll receive a dispatch email with tracking when yours leaves the warehouse. You can cancel an unshipped pre-order at any time for a full refund; just write to us with your order number. Your Refill Plan only starts once your pitcher has been delivered.
Taxes, customs & duties
What's included in the price
For EU orders, prices include VAT where applicable — nothing more to pay on delivery. For orders outside the EU (including the UK, US and Canada), any import duties or local taxes may be charged by the carrier and are the responsibility of the customer. Review the total shown at checkout for your market.
Changing your address
Before or after dispatch
If your order hasn't been prepared yet, write to hello@duryn.com straight away with your order number and the new address. Once a parcel has left the warehouse we can ask the courier to redirect it, but we can't promise it.
Send a photo of the damage and the box to hello@duryn.com within 48 hours of delivery and we'll send a replacement at no cost. Keep the packaging until it's sorted — the courier sometimes asks to see it.
Returns
Use it for a month. Taste the water, live with it on the table. If it isn't for you, send it back — we pay the return shipping and refund you in full.
The 30-day money-back guarantee
Any reason, any market we ship to
- 30 days from delivery to tell us you'd like to return your order.
- We send a prepaid return label and the return address — you don't pay a cent for return shipping.
- Full refund to your original payment method, including what you paid for standard delivery.
- Used is fine. Rinse it, pack every part back in the original box and it's good to go.
A few conditions
So we can keep the guarantee generous
- Return the pitcher complete — glass, inner vessel, lid, handle and cartridge — in its original packaging.
- Damage beyond normal use (a cracked glass, a chipped lid) may reduce the refund. Faulty items are handled under the warranty instead.
- Opened or used replacement cartridges can't be returned for hygiene reasons, unless they're faulty. Sealed cartridges can be returned within 30 days.
- Please request a return first. Parcels sent back without a return request can't be matched to your order and may be refused.
How to start a return
Tell us
Email hello@duryn.com or use the contact form with your order number. No reason required — though we'd love to know.
Get your label
Within 1–2 business days we send a prepaid return label and the return address for your region. Pack everything in the original box, stick the label on and drop it off.
Get your money back
We confirm when the parcel arrives and refund your original payment method within 10 business days. Your bank may take a few more days to show it.
Your right of withdrawal (EU & UK)
Sits alongside the 30-day guarantee
If you're in the EU or the UK you also have a statutory right to cancel any order within 14 days of receiving it, for any reason and without justification. Tell us within those 14 days and return the goods within 14 days of telling us; we refund the full amount, including standard delivery, within 14 days of receiving them back. The model withdrawal form is in our refund policy.
Exchanges, Refill Plan & faults
The other cases
Exchanges: the fastest route is to return what you have and place a new order once the return is accepted. Refill Plan: skip, pause or cancel from your account any time before the next order ships; sealed cartridge deliveries can be returned within 30 days. Faulty or damaged: don't return it — photograph it and make a warranty claim; we replace the part or the unit at no cost.
Delivery questions
The short answers. For anything else, the Help Centre has the long ones.
Where does my order ship from?
From the warehouse serving your region. Your dispatch confirmation shows the fulfilment route for your order; if you need to know the origin before ordering, ask us at hello@duryn.com.
Will I pay import duties or taxes?
EU orders include VAT, so there's nothing to pay on delivery. Outside the EU, duties and taxes depend on the destination and current local rules; anything due is charged by the carrier and is the customer's responsibility. The amount shown at checkout is what you pay us.
Can I change or cancel my order?
Yes, as long as it hasn't been prepared for dispatch — write to us straight away with the order number. Pre-orders can be cancelled any time before they ship. Once an order has shipped, the 30-day guarantee applies instead.
How do I track my order?
Your dispatch email has the tracking link, and your account shows the status of every order. Tracking can take up to a day to update after dispatch.
You don't ship to my country. Will you?
Probably. Join the waitlist and pick your country — that's how we decide where to open next.
Can I return a Refill Plan delivery?
Sealed cartridges can be returned within 30 days of delivery. Opened cartridges can't, for hygiene reasons, unless they're faulty — in which case we replace them without asking for the old one back. To avoid an unwanted delivery in the first place, skip or pause your plan from your account before the next order ships.
When will I see my refund?
We refund your original payment method within 10 business days of receiving the return. Banks and card issuers can take a few more days to post it. If 15 business days have passed since we confirmed your refund, write to us at hello@duryn.com.
Need a hand with an order?
Send your order number and someone who knows the pitcher answers — not a bot. We typically reply within 24–48 hours.
This page summarises how we ship and handle returns. The full legal terms are in our shipping policy, refund policy and subscription & cancellation policy. Nothing here limits your statutory consumer rights.