WHEN WILL I GET MY ORDER?

Your order will be processed within 1-2 business days. Made-to-order items have a lead time of 6 weeks.

DO YOU SHIP INTERNATIONALLY?

International orders are shipped via FedEx & DHL. Orders are shipped once a week. Each order has a tracking number, which will be sent to you to trace your parcel. Customs and import duties are charged by the receiving country and at the buyers cost. We are not responsible for packages that are lost or damaged in transit and do not accept returns/refunds orders.

WHAT IS YOUR RETURNS POLICY?

Duck Duck Goose has a 14-day return policy. This means that, in the case that a customer wants to return goods that have been purchased in-store, the return must be initiated within 14 days of the time of purchase, and. For online customers, this means that returns must be initiated within 14 days of when the order was received. While refunds are only offered to customers whose purchased items have arrived in a defective condition and to those who have received items that they did not order, customers are able to exchange products or receive an equivalent amount of store credit to the money that they spent with us.

Damages and Issues: Please inspect your purchased items upon reception and contact us immediately if the item is defective, damaged or different to the item that you purchased, so that we can evaluate the issue and make the necessary corrections as soon as possible.

Non-returnable Items: Please note that certain items cannot be returned. These include swimwear, socks, and books. Unfortunately, we also cannot accept returns for items that were on sale (in-store or online) at the time of purchase, gift cards, or gifts received from Duck Duck Goose or its founder, Daniel Sher. If any product has been customised or made-to-measure they are strictly non-returnable for either a refund or exchange.

Return Eligibility: To be eligible for a return, your item must be in the same condition in which you received it, unworn or unused, with tags, and in its original packaging. You are also required to present the receipt or proof of purchase.

Should our team find that items are returned in unsuitable condition upon inspection, they will be sent back to you. Garments that have been returned for reasons other than them being defective or damaged at the time of the customer’s reception of the order must be in ideal condition for resale: unwashed, unmarked, unworn, and with the labels and tags still attached. We cannot accept damaged, marked, or laundered items.

HOW DOES THE RETURNS PROCESS WORK?

For in-store purchases: To initiate a return on an item bought in-store, visit either our store at 120 Bree Street or our space at the V&A Watershed in Cape Town with the item you wish to return, or contact us at info@duckduckgoosestore.com. If your return is accepted in-store or requires further inspection by our team, the store keeper will take your contact details and we will be in touch with you regarding the following steps.

If you have found that the garment is sold to you in a damaged or defective state or is incorrect, you have the option to return and exchange it for a replacement, or we can issue you store credit valid online and in-store at our 120 Bree Street and V&A Watershed locations for up to 12 months, or a full refund.

If the garment turns out to be the wrong size, you may exchange it for the correct size or for something else available in-store or online, or we can issue you store credit valid online and in-store at our 120 Bree Street and V&A Watershed locations for up to 12 months. Please ensure that the items you decide to return meet our return eligibility requirements as outlined above.

For online purchases: Should you wish to return an item purchased on the online store, please contact us at info@duckduckgoosestore.com. In your email, please specify your reason for returning the item. Your return must be initiated within 14 days of purchase.

If the garment arrives in your possession in a damaged state, or is defective due to errors in manufacturing, or is incorrect, you have the option to return and exchange it for a replacement, or we can issue you store credit valid online and in-store at our 120 Bree Street and V&A Watershed locations for up to 12 months, or a full refund. We will cover the courier costs of returning garments that arrive damaged or that are incorrect. 

If the garment that you ordered does not fit you, you may exchange it for the correct size or for something else available on our online store, or we can issue you store credit valid online and in-store at our 120 Bree Street and V&A Watershed locations for up to 12 months. The courier fee for a return, in this case, is to be paid by the customer (this includes any import duty for international customers). Please ensure that the items you decide to return meet our return eligibility requirements as outlined above. As a preventative measure for such situations, please make use of the detailed size charts on each product page to determine your ideal size for an item. 

If your return is initiated through online correspondence and you are unable to visit one of our stores, we will send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We will notify you once our team has received and inspected your return, and let you know if the return has been approved. 

In the case of a return being approved for a refund, you will be refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

You can contact us with any queries regarding your return to info@duckduckgoosestore.com.

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