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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 [email protected] 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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