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Help & FAQs


My Order
Where is my order?

Once your order has been dispatched you will receive a tracking link for you to track the status of your order.

If your order hasn't been dispatched within the delivery times quoted, please check whether your item was a pre-order item (the due in stock date will appear next to the item on your confirmation email). 

If the pre-order date quoted has passed, please refer to the pre-order date FAQ below.

An item is missing from my order

If an item is missing from your order, please check your delivery slip before contacting us. 

If your delivery slip notes 'to follow' against your missing item, this is a pre-order item (the in stock date is noted next to each product on our website and order confirmation emails).

If you haven't ordered pre-order items, sometimes larger orders are split into multiple parcels. More often than not these are delivered at the same time, but on rare occasions the remainder of the order will arrive a day or two later. 

My pre-ordered item has not arrived

Due to issues with suppliers caused by the current COVID-19 situation, on rare occasions our back in stock dates may change due to circumstances out of our control.

To check when your item is due in stock, please check the product page on our website. We will dispatch your product as soon as it’s available. We're sorry for any inconvenience this may cause.

Can I cancel, change or add an item to my order?

We do try to process all orders as soon as possible so that you receive your DUSK items quickly. We are sorry that in most circumstances it is not possible to change or cancel your order once you've placed it.

If you would like to add products to your order, please place a new order for these items.

If your order has already been despatched or delivered, and you would like to return any items from your order, please visit our Returns section here.

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.

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.

Can I exchange an item?

Unfortunately we are currently unable to offer exchanges. Please return any unwanted items and place a new order for the required items on the website.

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Returns and Refunds
How do I return an item?

Please refer to our Returns section here.

How will I know that you have received my return?

If you have sent your return back you can check the date we received your parcel using your tracking information.

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.

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 5 to 10 days after we have processed a refund for it to appear on your debit or credit card statements.

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

If you have a faulty item, please get in contact with us at the earliest opportunity, quoting your order number and clear image of the fault.

For faults identified and communicated to us within 30 days of receipt: we will offer you a choice between a replacement or full refund and will usually ask you to return the item to us at no cost to you.

For faults that develop after 30 days: please contact us so that we can discuss the specifics of the issue and agree the best solution.

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Is there a charge for delivery?

Please refer to the delivery section here

I want to change my delivery address

If you have placed an order and need to change your delivery address, please contact our Customer Service team as quickly as possible. If your parcel has already been packed or dispatched we may not be able to change your address. However, once your parcel has been dispatched, you can arrange for it to be diverted to a Hermes ParcelShop or locker by clicking ‘track & divert’ at the bottom of your dispatch email.

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.

To divert your parcel or select a safe location that you are happy for drivers to deliver to, simply click ‘track & divert’ at the bottom of your tracking email from Hermes. This can also managed from the Hermes mobile app.

Do you deliver overseas?

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

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 Hermes to deliver your orders.

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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 bag, 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: 0113 426 0115 or email us at: [email protected]

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, 13.5 tog and “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 - 13.5 tog or an all seasons duvet.

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, but cooling pillows are sold separately.

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
What payment methods do you accept?

DUSK.com accepts payment via Visa, Mastercard, American Express, PayPal Now and PayPal Pay in 3. For more information about PayPal Pay in 3, please visit here.

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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