Help & FAQs

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My Order

Once your order has been despatched you will receive a tracking link via email allowing you to track its progress.

If your order hasn't been despatched within our usual delivery timescales please review your order confirmation email to check whether your item was a pre-order.

Any delays affecting pre-order items will always be communicated to you by email.

If an item you ordered is missing from your delivery please check your despatch note before contacting us.

If your despatch note shows a zero next the missing item this denotes that it is a pre-order and will follow as soon as it is available. Your order confirmation email will provide an estimate of when you should expect to receive your pre-order item.

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.

Unfortunately we are unable to add items to an existing order. If you would like any additional items please place a new order for them.

If your order has already been despatched or delivered, and you would like to return an item, please visit our returns section here.

Your order confirmation email is automatically generated and sent to the email address you provided when you placed your order.

Occasionally they can slip into your junk folder so have a little look in there before contacting 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.

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 be back in stock and you will receive a despatch email once they have been sent to you.

Returns and Refunds

You can find full details on how to arrange a free return via Evri here.
For parcels returned via our Evri service please enter your tracking details here. Once your return reaches our warehouse please allow 14 days to pass before contacting us regarding your refund. Please obtain proof of postage and retain it until you have received your refund.
Once we receive your return, we will try our hardest to process your refund as quickly as possible. During exceptionally busy periods this can take up to 14 days. Please be aware that it can take an additional 3 – 5 days for a refund we have processed to appear on your bank or credit card statement.
If you have received a faulty item, please email us at help@dusk.com with images of the fault and your order number so that we can assist you further.
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.

Delivery

Please refer to the delivery section here.
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 Evri ParcelShop or locker by clicking ‘track & divert’ at the bottom of your dispatch email.

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 Evri. This can also managed from the Evri mobile app.

Sorry, we currently only ship to the UK but we’ll keep you posted if this changes.
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.
We use Evri to deliver your orders.

Product & Stock

Our customer service team is always happy to help if you have any questions or need some advice about our products. Either call our helpline: 0113 519 0311 or email us at: help@dusk.com
Our duvet covers and pillowcases are sold separately - not in a set - to give you more flexibility when choosing bed linen to suit your needs.
Yes, all of our pillowcases are sold in pairs.

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Yes, we recommend that you wash all bed linen before use. Once you decide you are happy with your items, please wash them following the instructions on the label. We will not be able to accept returns of any items that have been washed or used.
Classic pillowcases are standard rectangle pillowcases which have no border or feature around their edge. Oxford pillowcases have an additional 7cm border of fabric and a detail feature that runs around the pillow edge.
Togs are used as a scale of warmth and are not a measure of quality. You can read our guide to choosing the right duvet for you here.

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.

You can read our guide on choosing the right pillow for you here.

If you require any specific medical advice relating to back or neck pain we recommend you consult a qualified professional.

Yes, almost all of our pillows are sold in pairs. Cooling pillows are sold individually.

Website Queries

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.
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.
At present we are an online only business and do not have any stores.
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