Returns

 

SMALL ITEMS: Bedding, Curtains, Stools, Storage Baskets, Towels and Accessories

CHANGED YOUR MIND?

If your order has already been dispatched or delivered, and you would like to return any items from your order, please visit our Returns Portal to arrange this free of charge.

You will be provided the option to print your own returns label, or have one of our dedicated Evri ParcelShops do this for you.

If you are unable to return for free using our Evri ParcelShop service, 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.

We will refund any returns within 14 days of receiving them. If you have not received your refund within 28 days from when the return was sent or collected, please contact us

If you’ve changed your mind, you have 28 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 28-day window will not be refunded.

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. Please note that delivery charges will not be reimbursed.

HOW DO I RETURN SOMETHING?

All orders delivered by Evri can be returned for free using our Returns Portal.

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:

DUSK

Unit 6 Ontario Drive

iPort

Doncaster

DN11 0BF

Whichever way you decide to make the return, please keep hold of your proof of postage/collection, until you see the refund in your account.

Once we receive your return, we will process your refund within 14 days. You’ll receive an automated email with the details of your refund.

Please allow an additional 3 to 5 working days for the amount to be visible in your bank/Paypal account. If you have paid by Klarna, please contact Klarna directly to discuss your refund. Further information and Klarna’s user terms you can find here. 

 

LARGE ITEMS: Bed Frames, Chairs, Mattresses, Ottoman Storage/Beds, Pouffes, Sofas, Dining Tables, Dining Benches, Chest of Drawers, Bedside Tables, Dressing Tables and Nightstands

CHANGED YOUR MIND?

If you’ve changed your mind, you have 28 days from the day you received your order to return your order to us.

For repackaging purposes, we can only accept a return for an item that is in the original packaging in a condition suitable for resale. Any items that are used or assembled cannot be accepted for a return.

We accept returns for Mattresses under our 100 Night Sleep Trial. You can read the conditions of the trial here.

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. Please note that delivery charges will not be reimbursed. 

HOW DO I RETURN SOMETHING?

To arrange your return, visit our Returns Portal, and follow the instructions provided. Please note there is a collection fee of £39.99, which will be deducted from your refund. 

If the item has been used and/or is no longer in a resellable condition, your request will be rejected, and we will be unable to proceed with your return.

We are unable to accept Large Item returns made with other delivery partners that we are not associated with. Collections must be booked by DUSK directly, with one of our chosen delivery partners. 

Once we receive your return, we will process your refund within 14 days. You’ll receive an automated email with the details of your refund.

Please allow an additional 3 to 5 working days for the amount to be visible in your bank/Paypal account. If you have paid by Klarna, please contact Klarna directly to discuss your refund. Further information and Klarna’s user terms you can find here

Please note, unless otherwise stated by our team, delivery charges will not be reimbursed.

FAULTY ITEMS

We take a lot of pride in the quality of our products and service we provide to our customers. If you receive an item that isn’t up to our usual standards or are unhappy with the quality over time, you can let us know by sending your order details and attaching images of the fault here.

Please provide images showing the fault and the DUSK label, so we’re able to identify the issue. For Large Items, this will be the PO/Batch Number printed in black ink on the cardboard packaging, or from the white label often found on the headboard or underside of the item itself.

Please note that we will review the images and must identify a manufacturing fault or damage caused by DUSK (or our associated suppliers/delivery partners) before we can accept liability.

If there is a structural manufacturing fault with your order and you let us know about it: Within 30 days of delivery, you will be entitled to a full refund or replacement. Exceeding 30 days, yet within 12 months we will organise a replacement. You have a period of 30 calendar days from the date of delivery to inspect the item, and notify us of any aesthetic faults.

The following conditions are excluded from the aesthetic fault policy: 

• Faults or damage caused by misuse 
• Negligence
• Unauthorised alterations
• Minor imperfections that are within the acceptable industry standards for the product

Any aesthetic faults reported after the 30-day notification period will not be eligible for a replacement or refund. Any DUSK items that have been adjusted or altered will be void from any replacement or refund being issued.

Please note, all large furniture items must be disassembled prior to collection taking place.