Shipping policy

Shipping Policy

This page explains exactly what happens to your order after you pay, how long each part takes, and what it costs.

Where we ship

Duke & Dana ships to addresses in the United Kingdom only. We do not currently ship anywhere else. If you place an order with a delivery address outside the United Kingdom we will cancel it and refund you in full.

Where your order is sent from

Duke & Dana is operated by D&D E-commerce, a business registered in the Netherlands. Orders are dispatched from our supplier's warehouse, which is outside the United Kingdom. Your parcel therefore enters the United Kingdom as an international shipment, which is why delivery takes longer than a parcel posted inside the UK. The delivery estimates below already allow for that.

Order cut-off time

Our order cut-off time is 5 pm GMT, Monday to Friday, excluding public holidays. Orders placed before this time enter our 1 to 2 working day handling period that day. Orders placed at or after 17:00 GMT, or on weekends or public holidays, enter the handling period on the next working day. This cut-off time does not mean that your order will be dispatched on the same day.

How long it takes

There are two separate stages, and the total is both of them added together.

• Order handling: 1 to 2 working days. This is the time between you placing your order and the parcel being handed to the carrier. It covers checking the order, picking the item in the correct colour and size, and packing it.
• Delivery: 5 to 10 working days. This is the time between the carrier collecting your parcel and it arriving at your address.

Working days are Monday to Friday and do not include weekends or public holidays. As a guide, most orders arrive within 6 to 12 working days of being placed.

These are estimates based on how our carriers normally perform. They are not guaranteed delivery dates. Customs checks, carrier delays, severe weather, strike action and busy periods such as Christmas can all add time. If your order is running late we would much rather you contacted us than waited, so please email us.

What delivery costs

Delivery within the United Kingdom is free on every order. There is no minimum spend and no delivery charge is added at checkout, whatever you order and wherever in the UK you are.

Tracking your parcel

When your order is handed to the carrier we send you a dispatch email containing a tracking number. Use that number on the carrier's own website to follow your parcel.

Tracking information can take a day or two to start updating after you receive the email, and it is normal for tracking to go quiet for a few days while a parcel is in transit between countries. This is not a sign that anything has gone wrong.

If your dispatch email has not arrived within 3 working days of ordering, please check your spam folder first, then email us.

Delivery addresses

Please check your delivery address carefully before you pay. Once an order has been processed we cannot change the address it is going to. If you spot a mistake immediately after ordering, email us straight away and we will change it if the order has not yet been processed.

We deliver to residential and business addresses in the United Kingdom. We cannot deliver to PO boxes.

If your parcel does not arrive

If the tracking shows your parcel as delivered but you do not have it, please check with your neighbours and look for a card from the carrier first, as parcels are often left in a safe place or with a neighbour. If you still cannot find it, email us within 14 days of the delivery date shown on the tracking and we will open an investigation with the carrier.

If your parcel has not arrived and the tracking has not updated for more than 10 working days, email us and we will chase it. Where a parcel is confirmed lost by the carrier we will send a replacement or refund you in full, whichever you prefer.

Damaged parcels

If your parcel arrives visibly damaged, please take photographs of the outer packaging before you open it, and of the item inside, and email them to us within 48 hours of delivery. That evidence lets us claim from the carrier and sort you out quickly.

Contact

Email: support@dukeandana.com
Telephone: +44 2922 910178

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.