EXTENDED CHRISTMAS RETURNS POLICY
We have extended our returns policy for Christmas. Unwanted or unsuitable returns for purchases made between 19th November and 24th December 2021 will be accepted until 31st January 2022, providing that they are unused and in their original packaging.
CHANGED YOUR MIND?
For orders placed before 19th November or after 24th December 2021, if you’ve changed your mind you have 30 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 30 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?
You can find full details on how to arrange a FREE return via Hermes here
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 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 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. 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 3 – 5 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.
To make sure that we can get the perfect items to you, please email images of the fault to [email protected] or call us on 0113 519 0311 at the earliest opportunity and a member of our Customer Services team will try to resolve the issue 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.