Customer Information
How Long Until I Get My Stuff?
We aim to despatch your order within 7 business days of us receiving payment. Payment will be taken at the time of placing the order. Once you have placed an order, you will receive an e-mail confirmation saying that we’ve received and are processing your order. You will receive a second e-mail notifying you that the order has been shipped.
We send our items using the royal mail standard services, and we would normally expect orders to be delivered within 1 week in the UK, 2 weeks in the EU and 3 weeks for the rest of the world. However, please allow 28 days for delivery.
How Much Will It Cost To Ship My Order?
The shipping rate is calculated according to the weight of your order and the location of the delivery address. We use Royal Mail small packet rates for the UK and Royal Mail airmail for all other addresses. The total cost of postage is added during the checkout process. You can also estimate the shipping at any time by going to the shopping cart page,selecting the shipping country and pressing the update button.
What Are My Statutory Rights?
If for any reason you are unhappy with your purchase, you can return it to us in its original condition within 28 days of the date you received the item, unopened (with any seals and shrink-wrap intact if applicable) and we will issue a full refund for the price you paid for the item or replace it to the same value . Postage is at your own expense unless the goods are faulty.
Please note: we can only offer refunds on opened items if they are faulty and we are also happy to replace any faulty items free of postage charges.
What Is Your Cooling Off Period? (EU only)
By law, customers in the European Union have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered.
What Is Your Returns Policy?
Any faulty, damaged or defective goods can be returned with 28 days of delivery for a full refund or replacement item to the same value, and we will reimburse your postage costs. For your protection, we recommend that you use a recorded-delivery service as we cannot consider returns that we don’t receive.
Please send returned items to:
Duke Special Returns
First Column Management
60 Compton Road
Brighton
BN1 5AN
UK
What Happens If My Item Is Not Delivered?
Should your order fail to arrive once you have been notified of despatch, and you can show that you have made every effort to locate it with the postal service and it you gave us the correct address, we will issue a refund or send a replacement.
How Do I Pay With A Credit Card?
We accept all major credit and debit cards via Paypal.
You can either shop as a GUEST or as a LOGGED IN USER. When you have placed your shopping in your cart, proceed to the checkout. This will provide us with your billing, shipping and email addresses. You can check these details and delete them after your purchase or email us on info@dukespecial.com to ask us to delete your information. In order to pay for your purchase, you will automatically be taken to Paypal.You can still pay by card if you don’t have a Paypal account.
If you want to complete the transaction as a guest, you will be asked for your billing and shipping address and email address. You will then be passed to Paypal who will handle the credit card details. This means that we do not handle any of your credit card details on our site. Your details will be handled with the utmost security by Paypal. Once payment has gone through on your card, you will then be returned to the Duke Special store. We will never store your credit card information on our website or pass on any of your information to any third parties.
What is Your Privacy Policy
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully, in accordance with the Data Protection Act 1998 and the new General Data Protection Regulation (‘GDPR’) that came into effect in the EU on May 25th 2018.
We only collect information about you to allow us to process your order and permit a more streamlined ordering service for any future orders. We will only email you about your order if we need to or to tell you that it is being shipped. We will not e-mail again in the future unless you have given us your consent (you can only do this by signing up to the Duke Special mailing list)
The type of information we will collect about you includes:
your name
address
phone number
email address
We will never collect sensitive information about you without your explicit consent and we never hold credit or debit card details on our site.
You can check the information that we hold about you by logging on to your account. If you find any inaccuracies you can delete or correct it promptly.
The personal information which we hold will be held securely in accordance with our internal security policy and the law.
We will never pass any of your information onto any third party.
We may use technology to track the patterns of behaviour of visitors to our site. This can include using a “cookie” which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.
If you have any questions/comments about privacy, you should contact us.
