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.
The best way to get hold of us is via email - if you have any questions please dont hesitate to contact us: support@duckapparel.com.au
1. Shipping
Q: How long does shipping take?
A: Standard shipping usually takes 7-10 business days, depending on your location.
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 $9.95 Australia-wide unless our banners/promotions mention otherwise (Please check our homepage/cart for the latest shipping promotions)
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.
International Taxes & Duties
Q: Are taxes included in my order?
A: Applicable taxes are collected at checkout for orders delivered to Australia, New Zealand and Great Britain. For orders delivered to other international destinations, additional import taxes, customs duties and other charges may apply, depending on local regulations. These charges may be payable when your parcel arrives.
Q: Will I have to pay customs duties or taxes when my order arrives?
A: You may. Orders delivered outside Australia, New Zealand and Great Britain may be subject to additional import VAT, GST, local taxes, customs duties, tariffs or courier handling fees. These charges are determined by the destination country's authorities or delivery provider and are not covered by Duck Apparel unless explicitly stated at checkout.
Q: Which countries may charge additional taxes and duties?
A: Additional import charges may apply to any international orders delivered to destinations worldwide outside Australia, New Zealand and Great Britain. This includes countries such as the United States, Canada, Spain, France, Germany, the United Arab Emirates and many others. The charges depend on the destination country's import regulations and the details of your order.
Q: How much will I have to pay in import taxes and duties?
A: The amount varies by country and may depend on the value and type of products purchased, their country of origin, shipping costs and local regulations. Unfortunately, Duck Apparel cannot guarantee the exact amount of charges that may be assessed by foreign authorities or delivery providers. We recommend checking your local import regulations before placing your order.
Q: Can Duck Apparel refund import taxes or customs duties?
A: Import taxes, customs duties and handling fees independently charged and collected by foreign authorities or delivery providers cannot be reimbursed by Duck Apparel. If you believe a charge is incorrect or would like to enquire about a refund, please contact the authority or delivery provider that issued it. If the charge was collected directly by Duck Apparel, please contact us at support@duckapparel.com.au so we can review your order.
Q: What happens if I refuse to pay customs charges?
A: If you decline to pay applicable import charges, your parcel may be delayed, held by customs or returned to the sender. Refusing delivery does not automatically qualify you for a full refund. Any refund will be assessed under our Refund Policy and applicable consumer protection laws.
2. Returns and Exchanges
Q: How do I return or exchange an item?
A: For easy exchanges you can use this link to submit an exchange - Easy Exchanges For returns you can email us at support@duckapparel.com.au, and we’ll guide you through the return process.
Q: How long does it take to process a refund?
A: Refunds are typically processed within 7 - 10 business days after we receive the returned item.
Q: Are there any additional costs for returns?
A: Exchanges are free, however, you will need to pay $15.99 for the new item to be shipped to you. You can return the original item using your own courier at your own cost, or we can arrange a collection for an additional fee.
Returns are free as well, you will need to return the original item using your own courier at your own cost, or we can arrange a collection for an additional fee.
Refunds are subject to standard shipping charges as outlined in our Refund Policy page - Refund Policy
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 waterproof?
A: Yes! Our Raincoats are waterproof up to 5000mm and wind resistant, making them ideal for light to moderate rain. They also feature a flattering adjustable fit, breathable vents, and practical pockets for everyday comfort.
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.
6. Sizing & Fit
Q: How do I know which size will be best?
A: We have size guides and an online sizing tool on all product pages to help you choose the best size. These also provide an indication of whether the item has a slim or relaxed fit. Please note that the garment measurements should be matched against your own measurements when choosing a size. The body measurements shown are provided as a reference, based on feedback and sizing information from other customers.
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
