Some commonly asked questions we’d love to assist you with. If you have anything additional you’d like to ask, please email us at email@example.com and we’ll endeavor to get back to you within 24 hours. Not fast enough? Call us on +61 2 8385 2103.
1.What are your shipping prices/time frames?
Australia & New Zealand Express 1-4 business days for a flat rate of AUD$10.
Sydney Metro 1-4 hours for a flat rate of AUD$10.
International Express 2-20 business days for a flat rate of $20AUD.
Please refer to our shipping page for further information!
2. I haven't received my package yet?
We are so sorry for the delay, this is normally due to postal delays. Please check the status of your shipping via the tracking number we emailed to you. Still worried? Please email us at firstname.lastname@example.org and we’ll endeavor to get back to you within 24 hours. Not fast enough? Call us on +61 2 8385 2103.
3. I paid for 4 hour shipping but my package wasn’t delivered within that time frame?
We truly apologise, not cool at all. We owe you big time. Please email us at email@example.com or call us on +61 2 8385 2103, we will offer you a full refund on your shipping and to show you how honestly sorry we are, a 10% discount on your next purchase.
4. Do you ship internationally?
Of course we do! We ship to the following countries:
Abu Dhabi, Albania, Andorra, , Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Barbados, Barbuda, Belarus, Belgium, Bosnia & Herzegovina, Brazil, British Virgin Islands, Brunei, Canada, Cayman Islands, Chile, China, Cook Islands, Costa Rico, Croatia, Cyprus, Czech Republic, Denmark, Dominican Republic, Ecuador, El Salvador, England, Estonia, Fiji, Finland, France, Georgia, Germany, Greece, Greenland, Hong Kong, Hungary, Ireland, Iceland, Indonesia, Israel, Italy, Iran, Iraq, Japan, Jordan, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Macedonia (Republic of), Malaysia, Maldives, Malta, Mauritius, Mexico, Moldova, Monaco, Montenegro, Netherlands, New Caledonia, New Zealand, Norway, Philippines, Poland, Portugal, Puerto Rico, Qatar, Romania, Russia, Samoa, Scotland, Serbia, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, Ukraine, United Arab Emirates, United Kingdom, United States, Wales and Vietnam.
Delivery takes a little longer than usual as our Head Office is based in Australia, but we have many international stockists that should be able to deliver our label in a shorter time frame, check them out!
5. I need 4 hour shipping but I’m not based in metro Sydney (Australia)?
We are trying our best to offer this to all our wonderful customers, but as we’re only a newly established company, we are only currently offering this to Sydney metro customers. Check out our stockists though, they may be offering this service to your city / country.
6. Do you deliver on weekends?
We sure do, to our Sydney metro (within 20 km of the CBD) customers.
7. How does your 4 hour shipping work?
We promise to deliver your package within 4 hours of receiving your order (make sure you place it between 8.30am and 3pm EST). Unfortunately this service is only available to Sydney metro customers (within 20km of the CBD) for a flat rate of $17AUD.
If your package is not delivered within 4 hours, we will refund your shipping costs and offer you a 10% discount for your next purchase (and apologise profusely!!).
1. If I return an item can I get a full refund?
Of course! Don't worry, we don’t give credit notes (unless you specifically request them), you will receive a full refund for any item/s you return, minus shipping costs, irrespective of your reason for returning it (so long as it is returned within 2 weeks of purchase, it hasn’t been worn or damaged and the hang tags are still in place - watch out for those foundation / lipstick / fake tan marks girls!!).
Refunds will be processed back to the account / credit card you made the purchase on. Sorry for any inconvenience.
2. Under what circumstances can I return / exchange an item?
If it is returned within 2 weeks of the date of purchase, quite literally any circumstance (sizing issue, doesn’t sit right, colour makes you look pastey)! Unfortunately we can’t offer a refund or exchange on an item that has been worn, damaged (watch out for those foundation / lipstick / fake tan marks girls!!) or where the hang tags have been removed. Refunds will be processed back to the account / credit card you made the purchase on. Sorry for any inconvenience.
3. Can I return a gift card?
Yes! A full refund can be obtained within 12 months of purchase. Refunds will be processed back to the account / credit card you made the purchase on. Sorry for any inconvenience.
4. How long does it take to process a return?
This depends on your bank / credit card and also the postal service you use to return the item back to us. Once we receive your return, we will process the return within 48 hours.
5. Are shipping charges covered in a return?
Unfortunately not. However, if your item is faulty on receipt (you'd have to prove this to us via pictures, as we quality check all our stock before sending them to you), we will refund the cost of your shipping (and apologise profusely!!).
6. I purchased an item via one of your stockists, but I want an exchange/refund. Can you help?
Our stockists are responsible for their own refunds/exchanges, please contact them directly. If you’re not satisfied with their response time, please let us know (firstname.lastname@example.org) and we’ll try and speed the process up for you.
1. What sizing system do you use for your clothing?
We follow US sizing, please refer to the clothing size chart below:
2. What sizing system do you use for your jewellery?
We follow US sizing, please refer to the jewellery size chart below. Please note that all other jewellery dimensions will be specified in the "details" section of the specific item.
1. How can I be featured on one of your social media sites?
We’d love to feature you strutting our label! Just email us at email@example.com.
2. I don’t like something you’ve posted on one of your social media sites. How can I have this deleted?
We’re sorry to hear! Please email us at firstname.lastname@example.org and let us know which post you are unhappy about, why and which social media account it appeared on and if appropriate, we will endeavor to remove it as soon as possible.
1. How do I join?
2. What’s a VIP?
It’s a fancy acronym to describe our favourite customers. It means you never miss out on a thing! You’re the first one to hear about our promotions, sales, new stock and also follow our business / charity endeavours. And includes the added perks of a point & reward system and a chance of winning a monthly AUD$50 gift voucher^. You can find out more here.
^Chosen at random and valid for 1 year from date of issue
3. Can I be removed from your mailing list?
We’re sorry to see you go, but we don’t hold grudges! Simply email us at email@example.com and you will be removed within 48 hours. Apologies in advance for any emails /texts you receive in the interim!
1. I'd love to stock your label in my boutique. Who should I contact?
We are flattered! Please contact Claire at firstname.lastname@example.org, she’d love to hear from you.
2. I purchased an item via one of your stockists, but I want an exchange/refund. Can you help?
Our stockists are responsible for their own refunds/exchanges, please contact them directly. If you’re not satisfied with their response time, please let us know (email@example.com) and we’ll try and speed the process up for you.
3. I am unhappy with one of your stockists, Can you help?
That’s unfortunate! We pride ourselves on our customer service and we know how frustrating it can be to deal with difficult sales representatives. Please let us know what is bothering you (via email at firstname.lastname@example.org or via phone on +61 2 8385 2103) and we will endeavor to do our best to sort this out for you.
1. Is your packaging recyclable?
All of our packaging is environmentally friendly. Our mailing boxes are 100% recyclable and our packaging peanuts & bubble wrap are 100% biodegradable.
2. How are DUKE n co purchases packaged?
All DUKE n co clothing items purchased from our official website are hand wrapped with love in soft tissue paper and placed in a beautiful satin lined box. All jewellery items are hand packaged in a leather box and placed in a beautiful pearl luster box.
If you are purchasing an item as a gift, simply let us know and we can send your purchase directly to the recipient (minus the invoice).
We also offer gift wrapping for AUD$5, this includes personalised wrapping paper (for the special occasion) and a handwritten card (with your message).
1. Can I lay-by an item?
You sure can! We use a service called zipPay. It is a safe, simple, and convenient payment option, owned and powered by ASX-listed company zipMoney (ASX: ZML). It is a revolutionary payment product that allows you to shop online or in-store and pay later for your purchases – with no credit card and no interest ever! Simply choose the "zipPay" payment option at checkout.