Trustpilot

Help Center

 

Delivery
I want to change details of my delivery address
Once you have placed an order you will not be able to change the delivery address on your account. Contact us and we will try and amend this for you if your order hasn’t been dispatched from our warehouse yet.
What happens if I miss my delivery?
Not to worry! If this happens the driver would have left a calling card informing you of what has happened with the parcel.
Do you ship overseas?
We only ship to the UK but keep your eyes peeled!
Where is my order?

Once you’ve placed an order with us you will receive a confirmation email. We do not dispatch orders over weekends or bank holidays, any orders placed during these times are carried over to the next available day for dispatch. Once your order has been dispatched you will receive a dispatch email with a link to track your number.

View all
My Order
Where is my order?

Once you’ve placed an order with us you will receive a confirmation email. We do not dispatch orders over weekends or bank holidays, any orders placed during these times are carried over to the next available day for dispatch. Once your order has been dispatched you will receive a dispatch email with a link to track your number.

I want to exchange an item
We are unable to process exchanges. You will have to return the item for a refund and then re-order the different item that you are after.  
An item is missing from my order
Large orders are sometimes dispatched from our warehouse in multiple parcels and occasionally these parcels will arrive at different times. Please refer to your order and dispatch confirmation emails for more information. We would advise you to double...
I received a faulty item
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return policy for a full refund. Make sure you let us...
Where is my confirmation email?

You might want to check your spam/junk folder, as sometimes our confirmation emails like to sneak in there!

I want to change/add an item in my order

We cannot place or amend orders on a customer´s behalf. You will have to return the item for a refund and then re-order the different item that you are after. 

View all
Returns and Refunds
When will I receive my refund?
Once your return has been received by our warehouse please allow 14 working days for this to be processed, although we always endeavour to process all refund as quickly as possible. It can then take a further 3 to 4 days after we have processed a refund...
I don´t have my returns form. What should I do?
If you no longer have your returns form, include a letter with your name, address, email address, daytime telephone number and order number.. Please let us know the item you are returning and the reason you are returning it.
How do I make a return?
We recommend that returns are made via Collect+. This service will cost £5.00 and will be deducted from your total refund amount once we have received the item you are returning. You can book in your return at > RETURN.DUSK.COM You will be emailed...
Can I exchange something from my order?
We are not able to offer exchanges. If you haven´t received a dispatch email for your order, we may be able to cancel the unwanted item before it gets to you, then issue a refund. However if your order has already been dispatched and you have receievd...
How will I know that you have received my return?
If you have used Collect+ you can see if and when we received your parcel by clicking your tracking link. The date it was "delivered to customer" is the date we accepted your return back into the warehouse.  Once your return has been received by our...
What is your returns policy?
We want you to be delighted with your purchase but if you are not you can return any item within 30 days of receipt provided that the product is returned complete, in perfect condition, unused, unwashed and with its original packaging. Our returns ...
Which items cannot be returned?
For health and hygiene reasons we are unable to accept returns in respect of the following items unless they are returned unused and in their original packaging: - Duvets - Pillows - Mattress toppers - Bedding - Mattress and pillow protectors - ...
I received a faulty item. What do I do?
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return policy for a full refund. Make sure you let us...
Can I return an item I received as a gift?
An item that was received as a gift can be returned under our return policy. Refunds can only be made to the debit card, credit card or other payment method used when the gift was purchased. This does not affect the purchaser's legal rights.
View all
Product & Stock
When will items that are out of stock be available to purchase?
You will be notified of the product´s “back in stock date” when adding the items to your basket, at the checkout and in your order confirmation email. When a popular product is out of stock we provide a due in stock date and offer you the opportunity...
I need further information about an item.
Our Customer Service Team are always happy to help if you have any questions or need some advice about any of our products. Either call our helpline: 01482 382056 or email us at help@dusk.com.
View all
Technical
View all

Copyright © 2013-present Magento, Inc. All rights reserved.