Frequently Asked Questions
HOW LONG WILL IT TAKE MY ORDER TO BE SHIPPED?
DEPENING ON LOCATION ORDER DAYS CAN VARY, PLEASE REFER TO SHIPPING POLICY FOR DAYS
ALL ORDERS ARE PROCESSED AND SHIPPED WITHIN 3 - 5 BUSINESS DAYS UNLESS THE SPECIFIC PRODUCT DESCRIPTION STATES OTHERWISE. THE CUSTOMER IS EMAILED A TRACKING NUMBER WHEN THE ORDER SHIPS.
MY ADDRESS IS WRONG. CAN I CHANGE MY ADDRESS?
EMAIL DUOQCLOTHING@DUOQ.CO.UK WITH THE ORDER NUMBER AND THE WORDS CANCEL OR ANY OTHER REQUEST WITHIN THE FIRST 24 HOURS. AFTER THIS TIME YOUR ORDER CAN NOT BE CANCELLED OR AMMENDED.
HOW CAN I CANCEL MY ORDER?
ORDER CANCELLATION REQUESTS SHOULD BE MADE AS SOON AS POSSIBLE AS SOME ORDERS MAY SHIP THE SAME DAY. WE ARE UNABLE TO CANCEL ORDERS WHICH HAVE BEEN SHIPPED AND ARE EN ROUTE TO THE CUSTOMER. PLEASE CANCEL IN THE FIRST 24 HOURS.
I RECEIVED MY TRACKING NUMBER BUT IT’S NOT UPDATING, COULD YOU LOOK INTO IT?
TRACKING NUMBERS CAN TAKE UP TO 48 HOURS BEFORE UPDATING. IF AN UNUSUAL AMOUNT OF TIME PASSES BEFORE SHOWING AN UPDATE, PLEASE EMAIL DUOQCLOTHING@DUOQ.CO.UK
MY PACKAGE SAYS ‘DELIVERED’ BUT I DO NOT HAVE IT, WHERE IS IT?
SHIPPING COURIERS SCAN PACKAGES "DELIVERED" AFTER THE MAIL CARRIER DELIVERS. IF YOU RECEIVED A "DELIVERED" STATUS BUT BELIEVE IT IS HAS NOT BEEN DELIVERED, PLEASE FOLLOW UP WITH THE LOCAL USPS POSTAL DELIVERY PERSONNEL OR POST OFFICE FOR FURTHER INFORMATION. WE ALSO SUGGEST FOLLOWING UP WITH PERSONS IN THE HOME, RESIDENTIAL COMPLEX, ETC. WHO MAY HAVE RETRIEVED THE ITEM ON YOUR BEHALF.
I MADE A MISTAKE ON MY ORDER. CAN I CHANGE THE SIZE OR ADD ITEMS TO MY CURRENT ORDER?
IF A SIZE CHANGE IS NEEDED, PLEASE CONTACT DUOQCLOTHING@DUOQ.CO.UK WITH THE ORDER NUMBER AND THE SIZE CAN BE ADJUSTED IN THE FIRST 24 HOURS IF AVAILABLE. THE ORDER CAN ALSOE BE CANCELED ALLOWING CUSTOMERS TO REORDER THE PREFERRED SIZE AND/OR ADD ADDITIONAL ITEMS. PLEASE NOTE, WE CANNOT CANCEL ORDERS ONCE THEY HAVE BEEN SHIPPED.
DOES DUOQ ACCEPT REFUNDS?
PLEASE REFER TO THE REFUND POLICY. PLEASE CONTACT DUOQCLOTHING@DUOQ.CO.UK AND PROVIDE AN ORDER NUMBER AND A DETAILED EXPLANATION OF THE ISSUE. REFUND REQUESTS ARE HANDLED ON A CASE BY CASE BASIS.
CAN I MAKE AN EXCHANGE/ITEM RETURN?
DUOQ WILL GLADLY OFFER AN EXCHANGE/ITEM RETURN IN THE FORM OF STORE CREDIT, ONLY.
EXCHANGE/ITEM RETURNS ARE AVAILABLE WITHIN 5 DAYS OF DELIVERY. CUSTOMER MUST CONTACT DUOQCLOTHING@DUOQ.CO.UK - WITHIN THIS TIME FRAME TO MAKE THE REQUEST. PLEASE INCLUDE THE ORDER NUMBER AND REASON FOR THE REQUEST. ITEMS MUST BE IN NEW AND UNWORN CONDITION WITH TAGS ATTACHED. CUSTOMER IS RESPONSIBLE FOR ALL SHIPPING COSTS TO RETURN ITEM(S) TO DUOQ. DUE TO HEALTH AND SAFETY REASONS, WE DO NOT OFFER EXCHANGES OR RETURNS ON SHOES, SOCKS, HEADWEAR, MASKS, RUGS, OR UNDER GARMENTS. WE DO NOT HOLD ITEMS FOR PURCHASE. ALL PURCHASES ARE ON A FIRST COME BASIS. PLEASE ALLOW 3 BUSINESS DAYS TO PROCESS PACKAGES RECEIVED. AFTER PROCESSING, THE STORE CREDIT CODE WILL BE EMAILED TO THE CUSTOMER. THE STORE CREDIT WILL ONLY INCLUDE THE COST OF THE ITEM(S) AND ANY APPLICABLE TAXES PAID (CALIFORNIA RESIDENTS). INITIAL SHIPPING CHARGES ARE NOT CREDITED. STORE CREDIT DOES NOT EXPIRE AND CAN BE USED TOWARDS ANY FUTURE PURCHASE.
HOW DO I CONTACT SOMEONE AT DUOQ?
ALL INQUIRIES CAN BE EMAILED TO DUOQCLOTHING@DUOQ.CO.UK. PLEASE ALLOW UP TO 24 HOURS TO RESPOND TO EMAIL CORRESPONDENCE. EMAILS ARE ANSWERED MONDAY - FRIDAY BETWEEN 8:00 A.M. - 5:00 P.M. PST. EMAILS RECEIVED ON WEEKENDS AND HOLIDAYS WILL BE ANSWERED THE NEXT BUSINESS DAY. IF THE INQUIRY IS REGARDING AN EXISTING ORDER, PLEASE MAKE SURE TO INCLUDE THE ORDER NUMBER AND A MESSAGE TO EXPEDITE THE RESPONSE AND RESOLUTION. PLEASE NOTE, SENDING MULTIPLE EMAILS WITH DIFFERENT MESSAGES, MAY SLOW DOWN THE RESPONSE TIME. WE ENCOURAGE CUSTOMERS TO SEND ONE MESSAGE PER ORDER INQUIRY.
