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.
We are currently offering free worldwide shipping on full price items.
For orders to the US and Canada - 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.
A signature will be required upon receipt therefore goods cannot be delivered to PO boxes or packing stations.
Items are individually packaged and insured.
Items delivered internationally are subject to import duties, taxes, handling or administrative fees, which may be applied upon or after delivery. Customers are responsible for payment of any such fees. In the event of you needing to return an item, please note that customs duty is not always refundable. For more information on customs charges and your country’s import policy, please check with your local Customs office.
DELIVERIES TO USA - ADDITIONAL US GOVERNMENT SECURITY CHECKS
Extra security checks are being carried out on parcels being imported into the USA. In most cases our usual delivery timescale of 7 working days remains unaffected, however please note that in rare instances during peak times you may experience a slight delay.
Shipping timescales to other international destinations vary.
As soon as you order has been shipped, you will receive an email from us to confirm it’s on its way. Your email will include a tracking link which will direct you to the carrier’s website with the most up-to-date tracking information for your parcel.
If you need any further assistance, please contact us on 1 855 443 0856 (Toll free). Opening hours for phone lines are 09.30 – 17:30 Monday-Friday (UK Time). Alternatively email us here. The current time in the UK is 02:32.
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.
Your parcel will require a signature upon receipt, so please ensure you select a shipping address where someone will be available to sign for your parcel. In the event that no one is available when the delivery takes place, a calling card will be left for you. You can then contact the courier to re-arrange the delivery of your parcel to a convenient date.
If you need any further assistance, please contact us on 1 855 443 0856 (Toll free). Opening hours for phone lines are 09.30 – 17:30 Monday-Friday (UK Time). Alternatively email us here. The current time in the UK is 02:32.
If you are not completely satisfied with your website or telephone purchase you can return your order to us at any time within 14 days of receipt, 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.
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 responsible for goods lost in transit. Shipping charges for returned products are the full responsibility of the purchaser, and are non refundable by DUO.
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.
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 1 855 443 0856 (Toll free), Monday to Friday 9.30am - 5.30pm (UK time).
Current UK Time – 02:32