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TERMS & CONDITIONS

RETURNS

WHAT IF I CHANGE MY MIND?

In order to make your shopping experience as worry-free as possible during the current Covid-19 situation, we have extended our returns policy. You can now return any item within 90 days of receipt if it is unused, unwashed, in its original packaging and with all tags attached.

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.

HOW DO I RETURN SOMETHING?

You can arrange a return via Collect+ by visiting DUSK.COM/RETURNS

The cost of using this returns service is £5.00. You do not have to make any payment to Collect+, the amount will be deducted when we process your refund.

After you have arranged your return you will receive a returns label via email. Print this label and attach it to your parcel.

If you are returning multiple parcels please generate, print and attach a separate label to each parcel (you will still only be charged £5.00).

Complete the DUSK returns form at the bottom of your delivery note and enclose it in your parcel. If you no longer have your returns form, please include a letter with your name, address, email address, daytime telephone number, order number, details of the item you are returning and the reason you are returning it so that we have all the information we need to refund you.

Drop off your parcel at your nearest Collect+ store. To find your nearest Collect+ store please click HERE

Keep your Collect+ receipt safe so that you can check that your parcel reaches us.

Please note: Collect+ will not accept parcels that exceed 60cm x 50cm x 50cm or weigh in excess of 10kg. If you need to return an oversize parcel please use Royal Mail or an alternative courier service and send it to:

DUSK Returns Department
Phase 8
Canmer House
Sherwood Business Park
Annesley
Nottinghamshire
NG15 0DF

Oversize parcels are returned at your own cost.

HOW LONG WILL IT TAKE TO RECEIVE MY REFUND?

Once your return has been received we will endeavour to process your refund as quickly as possible. During exceptionally busy periods this can take up to 14 calendar days. All refunds will be made to the original method of payment and can take an additional 5 - 10 days after being processed to appear on your bank or credit card statement. Please note that any delivery costs paid will not be reimbursed.

WHAT IF THE ITEM IS FAULTY?

Although we carry out rigorous quality checks there are very rare occasions where a customer will receive a faulty item. In this situation please get in contact with us at the earliest opportunity (0113 426 0115 or [email protected]) so that we can gain an understanding of the issue, ensure other customers are not affected in the same way and advise on next steps.

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.

DELIVERY

Service Cost Working days
Standard – order over £50 FREE 3 – 5 days
Standard – order under £50 £3.99 3 – 5 days
Next day £4.99 Next working day (Tues-Fri)
Saturday £9.99 Saturday
Islands/Northern Ireland* £9.99 5 – 10 days


In response to coronavirus (COVID-19) we are following all guidance issued by the government, for more details please read HERE.

There is currently no disruption to our order processing or delivery timescales. Our delivery partner (Yodel) is operating a contactless delivery service for the health and wellbeing of both customers and employees.

For customers in the Highlands please be aware that delivery on a standard service may take slightly longer than the usual 3 – 5 working days. 

Large orders are sometimes despatched from our warehouse as multiple parcels and occasionally these parcels will arrive at different times. Please refer to your despatch confirmation email for delivery tracking information.

If your order arrives with damaged, missing or incorrect products please contact us within 30 days of delivery so that we can resolve the issue for you.

* Please note this is the only delivery service available for the Islands or Northern Ireland. The higher cost charged reflects the extra cost incurred by DUSK to fulfil these deliveries. Islands are defined as follows:

TR21-25 Isles of Scilly
KW1-17  Orkney Islands
All HS Postcodes  Western Isles
All ZE Postcodes  Shetland Isles
All JE Postcodes  Jersey
All GY Postcodes  Guernsey
All IM Postcodes  Isle of Man
PO30-41 Isle of Wight

PRIVACY POLICY

INTRODUCTION

Here at DUSK, we are committed to respecting the privacy rights of visitors to www.dusk.com (the "Website").

This policy, together with our Terms & Conditions, are designed to give a clear explanation of how we aggregate, cache and process the personal data we collect from you when you visit the Website, or at any other time you provide us with your personal data. By visiting the Website you are accepting and consenting to the practices set out in this policy.

Personal information includes any recorded information that identifies you personally which includes things such as your name, address or email address.

Unless clearly stated in this privacy policy, DUSK will never disclose, share, lease or sell your personal information to any third party unrelated to us without your prior permission, other than as required by law.

For the purpose of the UK's Data Protection Act 2018, the data controller is Dusk (Retail) Ltd, Calls Wharf, 2 The Calls, Leeds, LS2 7JU.

WHEN WE COLLECT YOUR PERSONAL DATA

  • When you visit the Website and place an order
  • When you create an account on the Website
  • When you engage with us on social media
  • When you contact us with any queries
  • When you sign up to receive product news and offers from us
  • When you enter prize draws or competitions
  • When you respond to our requests for feedback
  • When you comment on or review our products
  • When you’ve given a third party permission to share the information they hold about you with us

PERSONAL DATA WE COLLECT

  • If you have created an account on the Website: your name, address, contact details and transaction history. For your security, we’ll also keep an encrypted record of your account password
  • Information gathered via cookies in your web browser (more explanation on cookies can be found below)
  • Details of your visits to the Website
  • Your email address if you’ve signed up for our newsletter
  • Details of any correspondence you’ve sent us through our customer services channels
  • Your comments and product reviews
  • Payment card information (see Terms & Conditions for further explanation)

WHY WE USE YOUR PERSONAL DATA

The law on data protection sets out a number different reasons why a company may collect and process your personal data, including:

  • Contractual obligations – we may require your personal data to comply with our contractual obligations. For example, if you order an item from us we’ll collect your address details and pass them to our courier to fulfil delivery of your items. We may keep your details for a reasonable period afterwards to fulfil any contractual obligations such as refunds
  • Consent - in specific situations we can collect and process your data with your consent. This includes your acceptance of cookies on the Website.
  • Legal compliance - we may require your personal data to comply with law. For example, we pass the details of anyone believed to be involved in fraud or other criminal activity to law enforcement agencies
  • Legitimate interest - in specific situations we require your data to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests

HOW WE PROTECT YOUR PERSONAL DATA

Our site uses secure server software to protect your personal data. This software encrypts all information you input before it is sent to us to minimise the risk of this being intercepted before it is received by us.

Access to your personal data is password-protected and sensitive data (such as payment card information) is secured by SSL encryption.

HOW LONG WE RETAIN YOUR PERSONAL DATA

We’ll only keep personal data for as long as is necessary for the purpose for which it was collected.

For instance, when you place an order we’ll keep the personal data you give us for seven years so we can comply with our legal and contractual obligations.

At the end of that retention period, your data will either be deleted completely or anonymised, for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning.

INSTANCES WHERE WE SHARE YOUR PERSONAL DATA

We sometimes share your personal data with trusted third parties including:

  • IT companies who support our Website and other business systems
  • Operational companies such as delivery couriers and our warehouse partner
  • Payment providers to complete transactions

Only information necessary for the specific processing activities will be shared with our third parties. At the end of our relationship with the third party, any personal data processed or stored with be anonymised or deleted.

You can request a list of the third parties we use by contacting: [email protected].

COOKIES

Cookies are small text files used to transfer information.

Site functionality cookies allow you to navigate the site and use our features. When you return to the site we’ll be able to remember the products you’ve added to your shopping bag or wishlist.

Cookies also enable us to show adverts relevant to you when you’re browsing online, for example deals or products you’ve looked at.

Analytics cookies help us to learn where we’re going wrong, and which elements of the site you find easier to use. We’ll track the volume of people on our site, where they click, and where they exit the site.

Our cookies don't store sensitive information such as your name, address or payment details. However, if you'd prefer to restrict, block or delete cookies you can do this in your browser.

YOUR PERSONAL DATA RIGHTS

Where you have provided your consent for us to process your personal data you have the right to:

  • Change your mind and withdraw your consent at any time

You have the right to request:

  • Access to the personal data we hold about you
  • The correction of your personal data when incorrect, out of date or incomplete
  • That we stop any consent-based processing of your personal data after you withdraw your consent

MAKING CHANGES TO THE PERSONAL DATA WE PROCESS

You can make changes to your name, billing/delivery address, email and telephone number by accessing the “My account” page.

You can unsubscribe from our email newsletters by clicking the “unsubscribe” link on any email you receive from us.

Please send any other requests in respect of personal data to [email protected].

TERMS & CONDITIONS

By accessing and using our website (www.dusk.com) (the "Website") you are agreeing to the following terms and conditions (“Terms”) which include our Privacy Policy and any other policy referred to on this page. These Terms will also apply to any contract between us for your purchase/our supply of any product listed on the Website.

This Website is owned and operated by DUSK (Retail) Limited ("DUSK", "we" or " us") with registered office at Calls Wharf, 2 The Calls, Leeds, LS2 7JU, company registration number 10362653 and VAT number 258258475.

ORDERS

By placing an order for the delivery of goods via the Website you are making an offer to DUSK to deliver the goods detailed in your order upon the terms described in your order. A contract between you and DUSK for the sale and delivery of our goods will only exist once an order has been accepted, processed and despatched to you. Prices and availability of goods are subject to change without notice.

We do try to process all orders as soon as possible so that you receive your items quickly. We regret 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 follow the instructions in our Returns section.

Please note we cannot take orders over the telephone. All orders are to be placed via the Website.

PAYMENT

We currently accept payment by Visa, MasterCard, American Express and PayPal. The account associated with your payment method will be charged at the time your order is accepted.

We use industry-standard Secure Sockets Layer (SSL) technology to encrypt your payment card to ensure your details are safe when you place an order. We also use Verified by Visa and Mastercard SecureCode, often referred to as 3-D Secure or Payment Authentication. These services allow you to protect your credit/debit card with a password that you set up with your payment card issuer. When you reach the payment page and have confirmed your order, you will also be asked to enter your credit/debit card password. If you have not yet created a credit/debit card password with your payment card issuer, simply follow the on-screen instructions to set this up, you will only need to do this once.

Once your order has been transferred to our order processing system all credit card details are removed from the Website and our sales order processing system and internal network are protected by the latest proxy technology.

DELIVERY

A delivery charge will be added to your order value where applicable; more details can be found in our Delivery section. At present our courier partner is Yodel. Once your goods are despatched we will provide you with an online tracking number to follow the status of your delivery. All dates quoted for delivery are estimates only and may be subject to change. DUSK cannot accept liability for any loss or damage (whether direct or indirect) if delivery takes place at any time other than the estimated date for delivery.

PRE-ORDERS

Where a popular product is out of stock or the launch of a new product collection is imminent we may offer you the opportunity to place a pre-order based on an estimated due in stock date. In order to reserve the stock for you we will take payment at the time you place your pre-order. Although we endeavour to provide accurate estimated due in stock dates there are times when circumstances out of our control cause these dates to change. Where an estimated due in stock date changes and you have placed a pre-order we will contact you to keep you updated on the change. DUSK cannot accept liability for any loss or damage (whether direct or indirect) if an estimated due in stock date changes. Your legal right to cancel applies to pre-orders.

PRODUCT DESCRIPTIONS

We take every care to ensure that our products are described as accurately as possible, however we do not warrant that these descriptions are accurate. Where we become aware of any incorrect description, we reserve the right to correct any error or omission. Furthermore, while our photography is a close representation of a product’s colour, we cannot accept any responsibility for any variation in colour caused by the equipment used to access the Website.

PRICES

All prices quoted on the Website are in pounds sterling (GBP) and include UK sales tax (VAT) at the current rate. All prices are accurate at the time of online publication. We reserve the right to change our prices at any time.

LOWEST PRICE PROMISE

We are committed to offering the lowest priced luxury bedding in the UK. If you find a comparable* product cheaper we will happily match the price when you buy the product from us. Or if you have already bought from us in the past 28 days, we will refund you the difference. Please send all the relevant details and a link or screenshot to [email protected] and our customer service team will be happy to assist.

* must be the same size, material, thread count, design, fill etc.

INDEMNITY

By accessing and using the Website you agree to indemnify us and keep us indemnified against all claims, costs, damages, actions, expenses, losses and liabilities incurred as a result of your use of the Website.

DISCLAIMER & LIMITATIONS OF LIABILITY

To the fullest extent permitted by law, DUSK’s liability for breach of an implied warranty or condition is limited to the resupply of the goods and/or services or payment of the costs of having those goods and/or services resupplied. We accept no liability for any loss whatsoever (including consequential loss suffered by you) arising from products we have supplied.

While DUSK endeavours to ensure that the information on the Website is accurate and up to date, it does not give any warranty as to its accuracy or completeness and DUSK will not be responsible for any errors or omissions or for the results arising from the use of such information.

DUSK will not be liable to you or be deemed to be in breach of these Terms or any other contract with you by reason of any delay in performing, or any failure to perform, any of its obligations in relation to the products ordered by you if the delay or failure was due to any cause beyond its reasonable control.

INTELLECTUAL PROPERTY RIGHTS

The content on the Website (including logos, images, text and other materials) is the copyright, trademark or registered trademark of DUSK, its content and technology providers or their respective owners. All rights reserved. The copying, modification, distribution, reproduction, or incorporation into any other work of the content on the Website in any form is prohibited.

LAW AND TERRITORY

To the extent it is possible to exclude the application of other laws and regulations, these Terms and your use of the Website are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your non-excludable statutory rights.

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