Returns Policy

RETURNS POLICY

At Duck Duck Goose we work to source a quality product, so we’d hope you are completely happy with what you've ordered. However, when you receive your order, if your purchase from Duck Duck Goose does not meet your expectations, you have the option of returning the item to us subject to the conditions below.

Returns for Refund, Credit or Exchange

Please e-mail us with your order number to receive a Return Authorisation Number. Returns without a valid authorisation number will not be accepted. Please enclose your receipt, return authorisation and merchandise and return. In any instance you may choose to return the item in store at no additional cost.

Customers will be responsible for the shipping and handling charges both ways.

REFUND - Goods must be post-marked within 7 days of receipt to receive a refund. Products must be received in their original entire condition as new, unused/unworn/unwashed, shoes in the box, and still have the original swing tags and packaging attached/ included and be accompanied by the associated order number.

CREDIT If not received within 7 days but received within 14 days (or as preferred) a Credit note will be issued and is valid for 6 months. Product condition must meet the requirements as for product refund. Credit notes issued are valid for 6 months.

NOTE: Refunds and credits for change of mind purchases are for the product price only, not the amount paid for postage. Therefore, if shipping was free, we will refund you the purchase price less our cost of shipping ($10) and if you paid for shipping on your order then we will refund the full product only purchase price.

EXCHANGE If the size or colour isn’t right, please e-mail us as soon as possible and within 14 days quoting your order number so we can try to source an alternative product.  We will provide an exchange authorization number which will then be applied to hold the exchange item for 14 days awaiting the return. Please ensure you include a self-addressed pre-paid parcel with your return or additional charges will apply. 

If you can't find another item for exchange, we will provide a store credit to the value of the goods purchased (excluding freight). Credit notes issued are valid for 6 months.

Sale, discounted or discontinued items

Please choose carefully as we don’t exchange, credit or accept returns on sale, discounted or discontinued items if you change your mind or make an incorrect decision. This is also applicable to gift exchange.

Faulty or damaged products

​​If for any reason your purchased products are damaged or faulty please notify us within 7 days by e-mail detailing the issue with photos as required. Duck Duck Goose will undertake an evaluation in conjunction with the manufacturer and if the item is deemed to be faulty, we will replace or refund depending upon availability. We will also cover the cost of the return postage/delivery. The items ordered must be returned in original condition within 14 days of receipt.


Please allow 5-7 working days (following receipt) for your return and refund request to be processed. 

Refunds will only be issued to the credit card or account that was charged for the original purchase. Alternately, if you choose, a store gift voucher or in-store credit for equal value can be provided for a future purchase.

GIFT EXCHANGE

We will exchange or provide a Duck Duck Goose gift voucher for items that have been received as a gift and deemed unsuitable for the recipient IF we have a record of the original purchase on our system, the giver has a copy of the receipt or, you have been given our ‘gift receipt’ (receipt without prices supplied to original purchaser) with the items. Refunds cannot be provided, unless the refund is being issued to the original purchasing credit card. Exchanged items must be in their original re-saleable condition, unused and with no damage to the product or packaging. To receive an exchange you must notify Duck Duck Goose by e-mail within 14 days of gift receipt.

We work to ensure all our policies are in line with consumer rights and guarantees according to the Australian Competition and Consumer Commission. So please contact us if any details require clarification.