HELP & FAQS
HELP & FAQ: COMMON QUESTIONS
What if the product I want is out of stock?
Sometimes products which are out of stock are advertised on the DUO website because we know that we have a new shipment of the product coming into stock in the near future, or because we are able to make a pair especially for you, which usually takes between 6 to 8 weeks.
What delivery options do I have?
We are currently offering free delivery on full price items online (including online orders placed in-store).
Standard UK delivery is usually £4.00 (per pair) for shoes and ankle boots, and £5.00 for boots and bags.
Orders of in stock items placed before 12 noon on weekdays should arrive within 3-5 working days however please allow up to 7 working days in case of any delays.
We also offer Express Delivery to some locations.
Deliver timescales to international destinations varies.
I have wide/narrow ankles, will your boots fit me?
The size of the ankle on many of our boots changes with the size of the calf and the foot, and the style of the boot. In most cases we can get the right fit for you first time. However, if your experience is that your ankles are particularly large or slim compared to your calves, please contact us with your ankle measurement before you order, so we can suggest styles that may fit your leg shape better.
What if I'm not at home when my delivery is attempted?
If you opt for our ‘Standard’ service and you are not in for delivery, our carrier will try a neighbour or leave the item in a safe place, dry and out of view. When you place your order, there is also the option for you to specify your own safe place or specific neighbour to leave the parcel with. If the carrier is unable to deliver or leave the parcel, you will be left a calling card with instructions on how to re-arrange an alternative delivery date.
If you opt for our ‘Express’ service, you will have the option to enter a safeplace message when placing your order. This must be a dry and secure location (out of view). If you are not in for delivery, our carrier Royal Mail will leave your parcel in your chosen safeplace. If you have not indicated a safeplace, you will be left a calling card with instructions on how to re-arrange an alternative delivery date, or collect from a local Royal Mail depot. Please note: if you are in the Channel Islands or Isle of Man, please select your appropriate country in the Ship To box. .
What is your returns policy?
If you are not completely satisfied with your website or telephone purchase you can return your order to us at any time within ten (10) days of receipt for UK purchases, or 14 days of receipt for international purchases, for a full refund on the cost of the products or for an exchange. Exchanges are subject to availability. Products must be returned unworn and undamaged in their original packaging with the original purchase receipt.
We stand behind our product and our customer service commitment.
Therefore, if you have any questions regarding your order or require assistance, please contact our customer services team either by email here or by phone on 0845 070 5588, Monday to Friday 8am – 6pm.
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