HELP & FAQS

Online we accept:

• Visa
• Visa Debit
• Visa Electron
• Maestro
• Mastercard

If your payment card is refused during the online ordering process, please check the information you have entered and try again, or alternatively please try another form of payment.

Once you have submitted your order, your payment will be sent for authorisation. If your payment is declined at this stage, you will be notified by our Customer Service team by phone on 0845 070 5588 or by email, who will assist you to resolve the matter. Your order will be held for 7 working days prior to cancellation.

Please be aware that banks will occasionally put a hold on an authorisation as a security measure until they have received confirmation of the authenticity of the transaction from the card holder. 

The three digit security code corresponds to the last 3 digits embossed or imprinted on the signature panel on the back of your card.

This code is used to validate your purchase and as an extra security measure to ensure that you have access and/or physical possession of the credit card itself. Your order cannot be fully processed without a valid Security Code. Once your web order has been processed, your Security Code will not be held on file. 

All DUO online purchases take place in a safe environment using the latest security technology to protect our customers.

We encrypt your credit card information to ensure your orders remain private and protected as they travel across the Internet. We accept orders only from web browsers that permit communication through Secure Socket Layer (SSL) technology. This means you cannot inadvertently place an order through an unsecured connection.

Your payment details are held in an encrypted format until we process your web order.

If you have any questions regarding our credit card security policies please contact us on 0845 070 5588. Opening hours for phone lines are 09.30 – 17:30 Monday-Friday. The current time in the UK is 18:31.

We accept vouchers in our stores and as a postal order into our Customer Service department.

If you are unable to get into a store and would like to redeem your vouchers, please contact our Customer Service team who will process the order with you over the phone. You will be required to post them to us to be validated before your order can be despatched.

The postal address is:

DUO Customer Services
Vallis House
Vallis Road
Frome
Somerset
BA11 3EG
United Kingdom

To speak to someone in our Customer Service team call us on 0845 070 5588, or email us here. Opening hours for phone lines are 09.30 – 17:30 Monday-Friday. The current time in the UK is 18:31.

We accept credit notes in our stores (Bath, Edinburgh, London) and as a postal order into our Customer Service department.

If you are unable to get into a store and would like to redeem your credit note, please contact our Customer Service team who will process your order with you over the phone. You will be required to post the vouchers to us to be validated before your order can be despatched.

The postal address is:
DUO Customer Services
Vallis House
Vallis Road
Frome
Somerset
BA11 3EG
United Kingdom

To speak to someone in our Customer Service team call us on 0845 070 5588, or email us here.

It is only possible to pay the full amount up front when purchasing our products.

If you would like to know about any offers or promotions, do sign up to our newsletter here, and you will be the first to know. 

DUO is committed to protecting any personal information that you may provide to us. The information we collect about you and your computer during registration will assist us in delivering the products to you.

We may use your personal details obtained from you including your email address to respond to enquiries, or to communicate with you through post or email to notify you of new ranges, competitions or special offers. Every subscription based e-mail you receive from us will contain simple instructions for removing yourself from the list.

We may need to pass your personal information to third parties who help us to maintain, administer or develop our web site, if so, that information is only given to those third parties for that limited purpose.

If you are an existing customer, we will only contact you by electronic means (e.g. email or sms) with information about products and services similar to those which were subject of a previous order from you.

If you do not want us to use your personal data for marketing purposes or to pass your details on to third parties for marketing purposes, please tick or untick the relevant boxes situated in the account creation process, displayed to you before placing an order. If you have previously given permission for us to use your data for marketing purposes, and wish to cancel it, please use the unsubscribe link within any of DUO’s marketing emails, or contact us here to make this request.

DUO respects the privacy of its customers and is committed to complying with all laws relating to the protection of personal data. For more information on our Privacy Policy and protection of your personal information, please see our Privacy Policy section here.