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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