FAQs

We have tried to cover all of your possible questions, however should you need further assistance please Contact us.

 

Shopping at Dusk & Dawn

How do I begin to shop?

So easy – so simple!  Begin shopping without the need to set up an account.  All you will need is your email address, preferred delivery address and a current payment card at the checkout stage.

Should you prefer, you can set up an account with a password of your own so you can keep a personal wish list to keep track of your orders and history.

I can’t find my size?

Dusk & Dawn, where possible, holds a full stock.  However if for any reason we do not have your size, it may take between 7-14 days.  If you need an exact delivery time, please contact our customer service team on 08448 747 416 anytime between 8am – 6pm Monday to Friday.

Can I place an order over the telephone?

Absolutely!  Ring our customer service line on 08448 747 416 anytime between 8am – 6pm Monday to Friday.  Our trained team will be happy to assist you with your order.  Please have the style name and size to hand to ensure your order can be quickly and efficiently processed.

Can I pay with my debit card?

Of course.  You can also use any of the following:

Visa, Mastercard, Maestro, Visa Electron, American Express

Can I purchase using a gift card or e-gift card online?

Yes certainly and the process is extremely easy to do. Just select a gift card or e-gift card as your form of payment at the checkout.  This can be used either for the full amount or as a part payment.  Enter the gift card or e-gift card number and the process is complete – simple!

I am having problems using my gift card online?

We are very sorry to hear you are having difficulties.  We have tried to make the process simple with our gift card system but sometimes problems occur outside our control.  If you are experiencing problems, please contact our customer service team on 08448 747 416 anytime between 8am – 6pm Monday to Friday.

I am having problems ordering online?

As you know, occasionally the internet causes us all problems.  It may be worth you closing your browser and starting again.   If it continues it may be due to a slow connection, in which case you could start again later.  However, if you continue to experience problems please contact our customer service team on 08448 747 416 anytime between 8am – 6pm Monday to Friday.   We will try to help as much as we can.

 

My Order with Dusk & Dawn

My order has arrived and it is not what I asked for?

We are so sorry for the inconvenience and promise to sort this out as quickly as possible. Please contact our customer service team on 08448 747 416 anytime between 8am – 6pm Monday to Friday.  Alternatively contact us at sales@duskanddawn.co.uk. We will arrange to send a returns label for your convenience and then exchange your items on receipt.

How can I change or cancel my order?

As long as we have not despatched your order you are able to cancel your purchase by calling our customer service team on  08448 747 416 anytime between 8am – 6pm Monday to Friday.  Alternatively contact us at sales@duskanddawn.co.uk. Should a payment have been taken from your card this will be refunded as soon as possible and certainly within 3-5 days.

I have only received part of my order?

Great care is taken when preparing your purchase.  Should it be incomplete or not as you had expected, please contact our customer service team on 08448 747 416 anytime between 8am – 6pm Monday to Friday.  Alternatively contact us at sales@duskanddawn.co.uk 

We will arrange to send any missing items to you as quickly as possible. Should a refund be required a pre-paid returns label will be sent to you and the goods will be credited on receipt.  For exchanges a returns label will be sent to you and the goods will be exchanged on receipt of them being returned to us. Please see  Returns & Exchange.

 

Customer Returns 

How do I return my goods?

Simply follow the returns procedure in Returns & Exchange.  Ensure all items are wrapped in the original packaging, unworn and with all labels intact. Post back to us within 21 days for a full refund or exchange.  If you have passed the 21 day deadline, we can offer you an exchange or gift voucher.  Simply fill in our easy returns form originally sent with your order.

If your items are faulty, please accept our apologies.  Contact our customer service team on 08448 747 416 anytime between 8am – 6pm Monday to Friday.  Alternatively contact us at sales@duskanddawn.co.uk.  We will arrange to send a pre-paid returns label for you to post the parcel back to us stating the nature of the fault.  Exchange or a credit will be issued on receipt of goods.

Do you offer European & International returns?

Yes certainly, however you will need to pay for postage on all returns.  Please ensure your item is sent by an insured and traceable method.  Please keep proof of postage/shipping, so that you are able to claim should your parcel not reach us successfully.

How long will it take to receive my refund?

Your refund will be processed within 3-5 days on receipt of the returned items.  It will then take approximately 3-5 days to show in your account depending on your bank.

Please note, refunds can only be made to the original card used to purchase your items.

Refunds will not be made for gift wrapping or for purchases of gift cards and e-gift cards.

 

Deliveries 

How do I know my order has been despatched?

When your order leaves us you will receive an email confirming this.

What form of delivery do you use?

In most instances we use Royal Mail or Parcelforce.  However sometimes we will use a courier service for our deliveries. 

Our service is straight to your door; however, if you are not at home then we will attempt to leave your parcel with a neighbour who will sign on your behalf.  If this is not possible a card will be left explaining that your delivery has been taken to your local postal depot or courier depot for you to collect.  If your parcel is not collected or arrangements have not been made for it to be re-delivered, the parcel will be returned to us.  We will then contact you.

How long will it take?

Please see Delivery. Should your item have a delivery date greater than 14 days, our customer services team will contact you.

Will my parcel be gift wrapped?

If your purchase is for a special occasion or ‘you’ just want to receive a beautifully wrapped parcel at your door, simply choose the gift wrapping option as you shop.  If you choose our gift wrapping service, your purchase will come beautifully wrapped in soft tissue inside a cute box lovingly tied with our signature ribbon.  Please see Delivery.

How will my parcel be wrapped?

Your purchases will be in their original packaging, placed in tissue paper for protection and packed in our simple outer packaging.  Alternatively you can choose our beautiful gift wrapping service.

 

Customer Service

How do I contact you?

It is always a pleasure to hear from our customers whatever the reason.  If you would like to contact us:

Customer services at Dusk & Dawn  08448 747 4163

Customer services email:                   sales@duskanddawn.co.uk

Our opening hours:                             8am – 6pm Monday to Friday

Returns address:                                 Dusk & Dawn

                                                                         PO Box 12438

                                                                         MALDON

                                                                         CM9 9EL