FAQ
Frequently Asked Questions (FAQ)
Welcome to Duck Apparel’s FAQ page! Here, you’ll find answers to some of the most common questions about our products, policies, and services.
1. Shipping
Q: How long does shipping take?
A: Standard shipping usually takes 3-7 business days, depending on your location. Express shipping ensures delivery within 2-3 business days in metro areas and within 4 days in regional areas.
Q: How much does shipping cost?
A: Australia wide we offer free shipping on all orders over $199. For orders under $199, we charge a flat $5 Australia-wide. Express shipping is available at an additional fee. We offer free international shipping on orders over $199 or $15.99 for shipping to New Zealand & $19.99 worldwide.
Q: Do you provide tracking for shipments?
A: Yes, we’ll send you a tracking link as soon as your order is dispatched so you can follow its journey.
Q: Can I change my shipping address after placing an order?
A: If your order hasn’t been dispatched yet, contact us immediately at support@duckapparel.com.au, and we’ll do our best to update your shipping address.
2. Returns and Exchanges
Q: What is your return policy?
A: We offer a 30 Day Fit Guarantee™ for fully-priced items, allowing you to return them within 30 days of receipt for an exchange or refund.
Q: How do I return or exchange an item?
A: Email us at support@duckapparel.com.au, and we’ll guide you through the return process. You can either send the item back to us or request a pickup (additional fees may apply).
Q: How long does it take to process a refund?
A: Refunds are typically processed within 5-7 business days after we receive the returned item.
3. Guarantees
Q: What is the 30 Day Fit Guarantee™?
A: Our 30 Day Fit Guarantee™ means you can try it on at home stress-free! If the size isn’t right, just send it back and we’ll swap it for the right one. See our returns and exchange policy for more information here
Q: How do I use the 30 Day Fit Guarantee™?
A: Email us at support@duckapparel.com.au, and we’ll assist you in returning or exchanging the item. Pickup services are available upon request (fees may apply).
Q: Does the guarantee apply to all products?
A: The 30 Day Fit Guarantee™ applies only to fully-priced items. Sale items are excluded unless stated otherwise.
Q: Are there any additional costs for returns?
A: Returns are free for exchanges, but a fee may apply for arranging a pickup. Refund requests are subject to standard shipping fees.
4. Product Specifics
Q: What makes Duck Down outerwear unique?
A: Our outerwear is water-resistant, wind-resistant, RDS-approved, handcrafted, and features removable hoods. It’s lightweight and packable into a bag for convenience.
Q: Are your rain jackets 100% waterproof?
A: Yes! Our rain jackets are fully waterproof and windproof. They also feature a slimming, adjustable design with breathable vents and practical pockets.
Q: What are the features of your rainwear?
A: Our summer wear is made from breathable, wrinkle-proof materials with a flattering longline cut. Key features include a cinchable waist and hood, zipped pockets, and silky soft lining.
Q: What materials are used in your products?
A: Our outerwear features waterproof and breathable fabrics.
5. Why Duck Apparel?
Q: What sets Duck Apparel apart?
A: We combine fashionable designs with durable, high-quality materials. Our products are built to last and designed for both style and practicality.
Q: Are your products ethically made?
A: Yes, our Duck Down outerwear is RDS-approved, ensuring ethical and sustainable sourcing.
Q: Do you support local businesses?
A: Absolutely! Duck Apparel is locally owned and operated, proudly supporting Australian providers. Our Australian operations are 100% fulfilled with Australian staff and support.
Q: What guarantees do you offer?
A: Our 30 Day Fit Guarantee™ ensures you’ll find the perfect fit without any risk.
7. Vouchers
Q: Can I use my First-Time Buyer Voucher on sale items?
A: Our welcome voucher is valid on full-priced items only and cannot be combined with other promotions, discounts, or sale items.
For further assistance, feel free to contact us at support@duckapparel.com.au
