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.
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. 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. We do not accept change-of-mind returns or exchanges on sale items. This does not affect your rights under the Australian Consumer Law. If your item is faulty, not as described, or otherwise fails to meet consumer guarantees, you are entitled to a repair, replacement, or refund.
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 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 (at your own cost) 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, you will have to send the item back at your own cost or we can arrange a pickup for an additional cost. 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
