Help & FAQs

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.

Footwear should only be tried on in carpeted areas to protect the soles of footwear. Returned goods found to be worn, damaged, marked, soiled or scratched will not be refunded or exchanged.

Please note that you are welcome to drop your unwanted goods off at DUO's Bath shop, but shop staff will be unable to action the refund/exchange on site. Edinburgh and London stores do not accept unwanted goods received via our Mail Order service.

All DUO products are checked for quality before they are sent to you. Customers can expect DUO boots and shoes to remain of satisfactory quality throughout their reasonable life expectancy, so long as they are maintained correctly and not misused.

DUO cannot guarantee against standard wear and tear. If the product is deemed to have a manufacturing defect or is not fit for purpose we will offer an exchange or refund. If the product has been worn and is deemed to have a minor fault within 6 months of purchase, we will usually make a repair. If we are unable to repair the product, we will exchange or refund, at our discretion. DUO will assess each repair claim independently. Your statutory rights are not affected.

We advise that you use a traceable and insured postal service to return your products to us as we cannot be held responible for goods lost in transit. Postage charges for returned products are the full responsibility of the purchaser, and are non refundable by DUO.

In the UK, DUO have partnered with Collect+ to offer you an insured and traceable service for your return. Collect+ is a convenient way to return parcels at over 3,500 local stores, most open early until late, 7 days a week. For more information, please refer to our Returns FAQ here.

For International Returns, we have partnered with DHL to offer you an insured and traceable collection service. Please refer to our Returns FAQ here or follow the instructions included in your parcel . In the case of an exchange, shipping charges to deliver the new item to you are free of charge for full priced products.

You will need to return your item to us within 10 days of receipt for a full refund on the cost of the products or an exchange. Products must be returned unworn and undamaged in their original packaging with the original purchase receipt.

Please note that the cost of returning goods to DUO is borne by you.

DUO have partnered with Collect + to offer you a competitive way to return your products to DUO. Collect+ is a convenient way to return parcels at over 3,500 local stores, most open early until late, 7 days a week. To find your nearest Collect+ store, visit the Collect+ website www.collectplus.co.uk.

1. To purchase a Collect+ returns label for a fixed price of £3.99, go to www.collectplus.co.uk/duoboots and follow the instructions to purchase your returns label. Payment can be made by credit or debit card or PayPal. You will need a printer to print out your returns label. For purchases of more than one product, please pack each item individually and attach a label to each.
2. Print out your returns label and attach it to your parcel over your address. Please ensure the barcode is clearly visible. Remember to include your completed returns form inside your parcel indicating clearly whether you would like an exchange or a refund.
3. Take your parcel to your nearest Collect+ store and obtain a proof of posting from the counter. Please keep this safe as it is your proof that the item was returned. It will also detail your tracking number so that you can track your parcel online at www.collectplus.co.uk/track The cost of using Collect + compares favourably with Royal Mail insured services for returning boots to DUO.

If you prefer to use Royal Mail or another carrier, DUO accept returns by this method too.

We recommend you use an insured and traceable service as the goods are your responsibility until they reach us. All you need to do here is attach the sticky returns label we provide on your receipt onto the outside of the mail out bag, covering the label containing your original delivery address. Take your parcel to the nearest post office, pay for the service and post.

For international returns we are able to offer a collection service with our preferred carrier DHL at a very competitive rate.

You will need to book your collection within 14 days of receiving your product. All products must be returned unworn and undamaged in their original packaging and with the original purchase receipt.

We appreciate that scheduling a suitable appointment can take a few days and that, once collected, the parcel needs time to reach us, so as long as you schedule your collection within 14 days, your return will be considered within the advised timescale. To book a collection, simply give us a call on 00800 3862 6687 or you can book it yourself online here.

For returns from the E.U.: Log into your account, submit a convenient collection address and date for your collection. Collections will take place between 12-4 pm.

For Rest of World returns: Log into your account, submit a convenient address for collection and a contact telephone number. Our courier will then contact you within 3-5 working days to arrange a suitable date and time slot for the collection.

Once your parcel has been collected, it will be returned to our warehouse in the UK on an insured service.

You can return your parcel through the Post Office, although you may find this more costly. We recommend that you use an insured and traceable service. If you need any further assistance, don‘t hesitate to give us a call on 00800 3862 6687 or email us here.

PLEASE NOTE - FOR INTERNATIONAL RETURNS ONLY: We advise against using FedEx to return your goods as an administrative duty is imposed to be paid upon receipt, which if incurred, we will have to charge back to you. To ensure the best returns option please contact us on 00800 3862 6687 (opening hours for phone lines are 09.30 – 17:30 Monday-Friday. Alternatively, email us here. The current time in the UK is 07:50.

You are welcome to drop your unwanted goods off at DUO's Bath shop, but shop staff will be unable to action the refund/exchange on site. Your goods will be forwarded to our Warehouse on your behalf where your refund/ exchange will be processed.

Our Edinburgh and London stores do not accept returns for online orders. 

Our store policy is different to our online policy, so items bought in store must be returned to a store. Please check our Stores section of this FAQ for more information regarding returning products to each of our stores. 

The cost of returning products to DUO is borne by you. Other companies that offer free returns often absorb their costs by offering products with higher prices. DUO decided to offer you other benefits, such as lower product prices and various discount offers throughout the year.

We will of course cover the return cost for faulty or wrongly despatched items, or where we have already specifically stated we will do so. Please contact us to discuss return options 00800 3862 6687 (opening hours for phone lines are 09.30 – 17:30 Monday-Friday). Alternatively, email us here.

NOTE FOR UK RETURNS: You may arrange a return with our Collect+ service. You would still need to pay for the return, however the rates are very competitive and you may benefit from this service. Please click here for more information.

NOTE FOR INTERNATIONAL RETURNS: You may arrange a return with our DHL collection service. You would still need to pay for the collection, however the rates we offer are very competitive and you may benefit from this service. Please click here for more information.

We try to process returns as soon as they arrive. However, during very busy periods, please allow 10 days for your refund or exchange to be processed.

We will refund any money received from you using the same method originally used by you to pay for your purchase. Please allow 3-5 working days for the funds to clear to your account.

Please note: if you purchased your item with gift vouchers or a credit note, you will receive a refund in gift vouchers.