Help Centre FAQs

 

Delivery
Is there a charge for delivery?

Please refer to the delivery & tracking section here

I want to change my delivery address

If you have placed an order and realise you need to change your delivery address, please contact our customer service team as quickly as possible. Unfortunately we can’t change a delivery address once an order has been passed to our warehouse team for dispatch.

What happens if I miss my delivery?

Do not worry, if this happens the driver will make two more attempts to deliver your parcel. If they are unsuccessful after the third attempt they will leave a calling card informing you of the next steps in getting your parcel to you. A calling card would also be left if the parcel was left in a designated safe location.

Do you ship overseas?

Sorry, we currently only ship to the UK but we’ll keep you posted if this changes.

Where is my order?

After completing your order an order confirmation email will be sent to the email address supplied on your order. You will receive a further email notification once your order has been dispatched which will have a tracking link for you to track the status and location of your order.

Please kindly note we do not dispatch any orders over the weekend or Bank Holidays. Any orders placed during those times will be carried over to the next available working day for dispatch.

How do I enter a different delivery address and billing address?

During the checkout process you will be asked to enter your delivery address. Once you select your method of payment a box will appear that says 'My billing and delivery address are the same'. If your billing address is different to your delivery address please untick this box and proceed to enter your billing address.

Which courier do you use for your delivery?

We use Yodel to deliver your orders.

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My Order
Where is my order?

After completing your order an order confirmation email will be sent to the email address supplied on your order. You will receive a further email notification once your order has been dispatched which will have a tracking link for you to track the status and location of your order.

Please kindly note we do not dispatch any orders over the weekend or Bank Holidays. Any orders placed during those times will be carried over to the next available working day for dispatch.

I want to exchange an item

Unfortunately we are unable to process any exchanges. We ask that you kindly return the item for a refund and then place a new order for the required item online.

An item is missing from my order

If you have placed a large order these can sometimes be split into multiple parcels. More often than not these are delivered at the same time but on the rare occasion they are not we ask that you check the tracking information sent to you via email as each parcel has its own tracking link. If all the parcels have been delivered and you are still missing an item we kindly ask that you check your order confirmation email to ensure you have not ordered a pre-order item (the due in stock date will appear next to an item that has been pre-ordered). If you are still missing an item after carrying out the above checks please get in touch with our customer service team who will be happy to investigate this for you.

I have received a faulty item, what do I do?

We are always very disappointed when a customer receives a faulty item and thankfully this is not a common occurrence. If you have identified a fault within 30 days of purchase then you can return the item under our normal returns policy for a full refund or a replacement. Please ensure that you contact us beforehand and provide pictures of the fault before you send the item back so that we can ensure that you are exempt from the £5 Collect+ fee.

If a fault develops outside the 30 day return period, or the item is difficult to package and return, contact us on 01482 382056 or by email on help@dusk.com before you return the item so we can discuss the fault with you and agree the best way forward. Please take extra care to read our product care information guide or any specific care instructions provided with your purchase.

I want to change/add an item in my order

Unfortunately we are unable to place or amend orders on a customer´s behalf. If you get in touch with us before your order has left our warehouse we can cancel any unwanted items off of your order but we cannot add to them.

If you have already received an item that you wish to exchange we ask that you kindly return the item for a refund and then place a new order for the required item online.

How do I know if my order has been received?

You will be sent an e-mail acknowledging receipt of your order, shortly after placing it. Should there be any problems regarding this please contact us.

Where is my order confirmation email?

Your order confirmation email is automatically generated and sent to the email address you provided when you place your order.

Occasionally they can slip into your junk folder so have a little look in there before contacted us. If you still cannot see one then please get in touch with our customer service team who can check the email address you provided and re-send the order confirmation to you.

How do I pay?

DUSK.com accepts payment via debit and credit card (including Visa and Mastercard) as well as payments via PayPal. All orders need to be placed online. Unfortunately our customer services team cannot accept orders over the telephone.

What if I order items which are out of stock?

The money will be debited at the time of order to secure and reserve your items. You will be given an estimated date of when this will return to stock and you will receive a despatch email once they have been sent to you.

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Returns and Refunds
I have received a faulty item, what do I do?

We are always very disappointed when a customer receives a faulty item and thankfully this is not a common occurrence. If you have identified a fault within 30 days of purchase then you can return the item under our normal returns policy for a full refund or a replacement. Please ensure that you contact us beforehand and provide pictures of the fault before you send the item back so that we can ensure that you are exempt from the £5 Collect+ fee.

If a fault develops outside the 30 day return period, or the item is difficult to package and return, contact us on 01482 382056 or by email on help@dusk.com before you return the item so we can discuss the fault with you and agree the best way forward. Please take extra care to read our product care information guide or any specific care instructions provided with your purchase.

When will I receive my refund?

Once your parcel has been received by our team it can take up to 14 calendar days to process your refund although we will endeavour to process all refunds as quickly as possible. Please remember that it can take a further 3 to 4 days after we have processed a refund for it to appear on your debit or credit card statements.

If you have sent your return back via our Collect+ service you can check the date we received your parcel using your tracking link. The date it was "delivered to customer" is the date we received your parcel. If 10 calendar days have passed since we received your parcel and you still have not received your refund please get in touch with us and a member of our customer service team will be happy to help.

I don´t have my returns form. What should I do?

If you no longer have your returns form, please include a letter with your name, address, email address, daytime telephone number, order number (if possible), the item you are returning and the reason you are returning it.

How do I make a return?

Please refer to the returns & cancellations section here

How will I know that you have received my return?

If you have sent your return back via our Collect+ service you can check the date we received your parcel using your tracking link. The date it was "delivered to customer" is the date we received your parcel. Parcels are returned at your own cost. We strongly recommend you obtain a free certificate of postage as we only resume responsibility for your returned parcel once it has been received into our warehouse. Items lost in transit will not be treated as returned; in this scenario you will need to contact your chosen courier and follow their claims process.

What is your returns policy?

Please refer to the returns & cancellations section here 

Which items cannot be returned?

For health and hygiene reasons we are unable to accept returns in respect of the following items unless they are returned unused and in their original packaging: - Duvets - Pillows - Mattress toppers - Bed Linen - Mattress and pillow protectors - Throws & Blankets

Can I return an item I received as a gift?

An item that was received as a gift can be returned under our return policy. Refunds can only be made back onto the original payment method used when the gift was purchased. This does not affect the purchaser's legal rights.

Where do I generate and print my Collect+ returns label?

You can print one here at: > RETURN.DUSK.COM please remember to include your order number!

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Product & Stock
When will items that are out of stock be available to purchase?

When a popular product is out of stock we provide a due in stock date and offer you the opportunity to place a pre-order. In order to reserve the stock for you we take payment at the point you place your pre-order. We endeavour to communicate that this is a pre-order item at all times throughout the shopping experience. The pre-order date is visible whilst you browse the site, once the item is placed in your shopping basket, at the checkout stage and finally on your email confirmation so that you will always have a record of its due in date.

I need further information about an item

Our customer service team is always happy to help if you have any questions or need some advice about any of our products. Either call our helpline: 01482 382056 or email us at: help@dusk.com

Are your pillowcases sold in pairs?

Yes, all of our pillowcases are sold in pairs.

Should I wash my bed linen before use?

Yes, we recommend that you wash all bed linen before use.

Which fitted sheet should I get for my bed?

We offer 2 sizes of fitted sheets: standard which is 30cm deep and deep which is 34cm deep. If your mattress is less than 30cm, our standard fitted sheets will still fit as they are elasticated and will fit snuggly under the mattress.

What is the difference between Oxford and Classic pillowcases?

Our Classic pillowcases are standard rectangle pillowcases which have no border or feature around their edge but may have a feature strip running down their face. Our Oxford pillowcases have an additional 7cm border of fabric and a detail feature that runs around the pillow edge.

What is a tog and how do I know which tog to choose?

Togs are used as a scale of warmth and are not a measure of quality. We offer 4.5 tog, 9 tog and 13.5 tog “all seasons” duvets. Our all seasons duvets offer a great deal of flexibility as they comprise of a 4.5 tog and 9 tog duvet connected together for a super snug feel; these 2 duvets can be unconnected and used separately once the weather gets milder. We recommend the following: Summer – 4.5 tog; Spring/Autumn - 9 tog; Winter - all seasons.

How do I know which pillow support to choose?

Generally soft pillows are appropriate for people who sleep on their front, medium support pillows are well-suited to side sleepers and firm pillows are suitable for people who sleep on their back. But it is really down to personal preference and the level of support you find most comfortable.

Are your pillows sold in pairs?

Yes, all of our pillows are sold in pairs.

Do your duvet covers come with pillowcases?

Our duvet covers and pillowcases are sold separately and not in a set, this gives you more flexibility when choosing your bedding to suit your needs. Pillowcases are sold in pairs.

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Website Queries
Where can I find discount codes?

We often run promotions that require the use of a discount code; these discount codes will appear at the top of every page on the website. We’ll also let you in on a secret… sometimes we send all our mailing list subscribers exclusive discount codes which are not available anywhere else.

Where are your stores?

At present we are an online only business and do not have any stores.

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