TERMS & CONDITIONS
CHANGED YOUR MIND?
If you’ve changed your mind, you have 90 days from the day you received your order to return any items back to us. For hygiene and repackaging purposes, we ask that you only return items that are unused, unwashed and in the original packaging. Any items that are used or returned outside of the 90 day window will not be refunded, unless the return has been approved by a member of our Customer Services team.
Unfortunately, we are unable to offer exchanges. If you would like to exchange your items, we ask that you follow the below steps to make a return and place a new order.
HOW DO I RETURN SOMETHING?
To ensure your return is processed quickly and correctly, please complete and include the returns slip from the bottom of your despatch note. If you’ve misplaced this, please make sure that your order number, name and address are included on a note inside the parcel.
You can generate a returns label via Collect+ by visiting DUSK.COM/RETURNS
If you have more than one parcel to return, please ensure that you generate a new label using the same order number for each parcel.
Once you have printed your returns label, attach it to your parcel. If you have more than one parcel, please make sure that this label is on each of them. Then, you can drop your parcel off at your local Collect+ store. To find your nearest Collect+ store please click HERE
Collect+ will not accept parcels that exceed 60cm x 50cm x 50cm or weigh more than 10kg. If you need to return an oversize parcel, please contact our Customer Service team who will help you with an alternative returns option.
The cost of using our returns service is £5.00. You do not have to make any payment on returning your items, the amount will be deducted when we process your refund.
You are welcome to return your parcel using an alternative service, however you will be responsible for the associated postage costs and we will not reimburse the charges incurred. Below is the address that returns should be sent to:
Unit 6 Ontario Drive
Whichever way you decide to make the return, please keep hold of your receipt for proof of postage until you see the refund in your account.
HOW LONG WILL IT TAKE TO RECEIVE MY REFUND?
Once your return has been received, we will try our hardest to process your refund as quickly as possible. During exceptionally busy periods this can take up to 14 days. Once the return has been processed for a refund, you’ll receive an automated email with the details of your refund.
All refunds will be made to the original method of payment and can take up to an additional 5 - 10 days after being processed to appear on your bank or credit card statement. PayPal refunds should be available within just a few hours of being processed. Please note that any delivery costs paid will not be reimbursed.
WHAT IF THE ITEM IS FAULTY?
We take huge pride in our high-quality products and carry out rigorous quality checks before they reach you. However, there are very rare occasions where a customer will receive a faulty item. It’s important to us that only the best standard of DUSK products are being received by our customers, so please do let us know if there are any issues with anything you’ve received and we will pass this onto the relevant team.
If you have any issues, please email images of the fault to [email protected] or call us on 0113 426 0115 at the earliest opportunity so that we can resolve them for you. Please do not return any items to us until you have contacted us as we will not reimburse charges incurred for making the return unless they have been pre-approved by our Customer Service team.
Our Standard Delivery service typically takes between 3 to 5 working days and is free on all orders over £50.00. We know that not everyone can wait that long which is why we also offer Next Day delivery options* for a small additional charge.
We understand that our customers look forward to receiving their luxury bedding so we aim to despatch all orders as soon as possible. Unfortunately, this means that we only have a short window of time to make any changes to delivery details. Please call us to request any changes and we will do our best to make them before your order is despatched.
Once your order is despatched, you will receive an email with a tracking number. Enter your tracking number on the Hermes website (https://www.myhermes.co.uk/track/) to track your parcel.
If your order arrives with damaged, missing or incorrect products please contact us as soon as possible, with your order details to hand, so that we can resolve the issue for you.
Please note if you’ve placed an order with multiple items on occasions they may arrive in separate parcels at different times of the day.
|Standard – orders over £50||FREE||3 – 5 days|
|Standard – order unders £50||£3.99||3 – 5 days|
|Next Day*||£4.99||Next working day (Mon-Sat)|
|Islands/Northern Ireland**||£9.99||5 – 10 days|
*To use the Next Day delivery service, please ensure that your order is placed before 4pm on the preceding day. Our Next Day delivery excludes orders placed on Saturday and Sunday. Orders placed on a Next Day service before 4pm Friday will arrive on Saturday.
**We are currently only able to offer delivery within 5 to 10 working days to Northern Ireland or the Islands (see below). The higher cost reflects the extra charges incurred by DUSK to fulfil these deliveries.
Islands and Northern Ireland is defined as follows: Isles of Scilly (TR21-25), Orkney Islands (KW1-17), Western Isles (All HS Postcodes), Shetland Isles (All ZE Postcodes), Jersey (All JE Postcodes), Guernsey (All GY Postcodes), Isle of Man (All IM Postcodes), Isle of Wight (PO30-41) and Northern Ireland (All BT Postcodes).
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.
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
- Where you have given consent to receive marketing communications, your email address, telephone number and postal address
- 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. This may include marketing communications where you have given permission to use your data
Where you have given permission to do so, we may use your personal information to send marketing information to you. You have the right to unsubscribe to these communications at any time.
Where you have given permission to use your data, we may:
- Contact you via email or SMS with marketing information about news and exciting offers, relating to our products.
- Contact you via post with marketing information about news and exciting offers, relating to our products.
- Contact you to reconfirm your marketing preferences from time to time.
You can unsubscribe from our email newsletters by clicking the “unsubscribe” link on any email you receive from us.
You can unsubscribe from any postal communications by emailing [email protected]
Please send any other requests in respect of personal data to [email protected]
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 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
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.
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.
You have a legal right to change your mind and cancel your order within 14 days of receipt and receive a refund for the cancelled goods and the delivery charges paid (if a special delivery was chosen, only our standard £3.99 shipping charge will be refunded). To exercise the right to cancel, you must inform us of your decision to cancel your contract with us by making a clear statement via written confirmation. The easiest way to do this is to contact our Customer Services team on [email protected].
We reserve the right to modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website. We may; change the Conditions from time to time, and your continued use of the Website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed.
We currently accept payment by Visa, MasterCard, American Express, PayPal Now and PayPal Pay in 3. The account associated with your payment method will be charged at the time your order is accepted. For more information about PayPal Pay in 3, please visit here.
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.
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 Hermes. 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.
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.
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.
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.
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.