Refund policy

Returns and Refunds

This page explains how to cancel an order, how to return something, who pays for what, and how long a refund takes. Please read it before you order so there are no surprises later.

In short

• You have 30 days from the day you receive your order to return it, for any reason.
• You can cancel free of charge at any point before your order is processed. Once processed, an order cannot be cancelled, but the 30 day return window still applies once it arrives.
• There are no restocking fees.
• You pay the cost of sending the item back to us.
• Exchanges are accepted.
• Refunds are made to your original payment method within 14 days of us receiving the item back.
• Faulty, damaged or wrong items are our problem, not yours, and we cover the return cost. See the section below.

Cancelling before your order is processed

If you change your mind shortly after ordering, email support@dukeandana.com as soon as you can and put your order number in the subject line. If your order has not yet been processed we will cancel it and refund you in full, with nothing for you to pay and nothing to send back.

Orders are usually processed within 1 to 2 working days. Once an order has been processed it can no longer be cancelled. At that point you simply return it under the 30 day window below.

Returning an item

You have 30 days from the day you receive your order to return it. You do not need to give us a reason, and there are no restocking fees.

To start a return, email support@dukeandana.com with your order number and tell us what you would like to send back. We will reply with the return address and instructions. Please do not send anything back before you have heard from us, because returns sent to the wrong address can go missing and we cannot refund an item we never receive.

Your statutory rights are unaffected. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have at least 14 days from delivery to cancel an online order, and a further 14 days to send the item back. Our 30 day window is longer than that and sits on top of it.

Exchanges

We accept exchanges. If you need a different size or a different colour, email support@dukeandana.com with your order number and tell us what you would like instead. We will confirm that the replacement is available and send you the return instructions.

Exchanges follow the same 30 day window and the same condition requirements as returns, and you pay the postage to send the original item back.

Condition of returned items

Items must come back to us unworn, unwashed and in the same condition you received them, with any tags still attached and in their original packaging.

You are allowed to handle and inspect an item the way you reasonably would in a shop, so trying a jacket on to check the fit is fine. Wearing it out, washing it, altering it or removing the tags is not, and if an item comes back to us in a reduced condition we may reduce your refund to reflect that.

Please pack the item securely. Items damaged on the way back to us because they were poorly packed may not be refunded in full.

Who pays for the return

You pay the cost of sending the item back to us. We do not provide free returns labels and we cannot reimburse your postage. There are no restocking fees on top of that.

Because our returns are sent outside the United Kingdom, return postage can cost more than a domestic parcel. We recommend using a tracked service and keeping your proof of postage. Until the item reaches us it is your responsibility, and without tracking we have no way of confirming that a lost parcel was ever sent.

This does not apply to faulty, damaged or incorrect items, where we pay the return cost. See below.

Refunds

Once your return arrives and we have checked it, we refund you to the original payment method you used. We will send you an email when the refund has been issued.

Refunds are made within 14 days of us receiving the item. After we issue it, your bank or card provider usually takes a further 3 to 5 working days to show the money in your account, and that part is out of our hands.

We refund the price you paid for the item. Since delivery was free, there is no delivery charge to refund. No restocking fee is deducted.

Faulty, damaged or incorrect items

If something arrives faulty, damaged or is not what you ordered, that is on us and you will not be out of pocket.

Email support@dukeandana.com within 30 days of delivery with your order number, a short description of the problem, and photographs showing the fault or the incorrect item. We will arrange a replacement or a full refund, whichever you prefer, and we will cover the cost of returning the item.

Your legal rights under the Consumer Rights Act 2015 apply in addition to anything on this page, and nothing here takes them away.

Items we cannot accept back

For hygiene reasons we cannot accept returns of underwear or other sealed personal items once the packaging has been opened, unless the item is faulty. This does not affect your rights for faulty goods.

Contact

Email: support@dukeandana.com
Telephone: +44 2922 910178
Or use our contact page.

Customer service hours: Monday to Friday, 9:00 am to 5:00 pm (UK time). Closed Saturday and Sunday.

Duke & Dana is a trading name of D&D E-commerce, registered in the Netherlands, KVK number 42164821, Marketentsterlaan 39, 3454 WN De Meern, Netherlands.