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 are your shipping rates and timescales?
We are currently offering free worldwide shipping on full price items.
Orders of in stock items placed before 12 noon on weekdays should arrive within 5-7 working days however please allow up to 10 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 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.
We also offer Express shipping to the US.
How do I track my order?
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.
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?
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.
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 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 1 855 443 0856 (Toll free), Monday to Friday 6am – 1pm EST.