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Frequently Asked Questions

My order has shipped but I still can't track it. How can I find out where it is?

Tracking information may not be available for the first 24 after you receive your shipping confirmation email. If 24 hours have passed and you're still unable to track your order, please email customerservice@dd-collective.com

 

What is your Returns Policy?

Refunds will be credited in the same form as they were paid if an item is returned within 30 days days of receipt of your shipment. You may also exchange it for another product or a gift voucher. 

Please note that we can process returns and refunds only for items purchased from Dude And The Duchess and that the items are in good sellable conditions. We cannot exchange items unless they are defective or damaged. 

Please use registered post (tracking available) to ship your items back to us. If you are not sure of which post to use, do not hesitate to contact us. We will notify you via email of your refund once we have received and processed the returned items.

 

Can I return for a size exchange?

Exchange can be done within 30 days of receipt of your shipment. Please email us at customerservice@dd-collective.com for your exchange & return it by registered post (tracking available) to us. The cost of re-shipping the exchanged item will be born by you.

 

How can I check the status of my order?

You may do so by logging into your Account and clicking on the Order History to view order status. You may email us at customerservice@dd-collective.com to check on the order status.

 

Why am I paying tax on shipping and handling?

Sales tax on shipping and handling, VAT, custom duties and taxes is beyond our control. All sales taxes and duties are subject to destination country custom discretion.

 

How do I calculate the shipping and handling for my order?

You may key in your shipping address to view the shipping charge before the payment page. We are currently offering free shipping for order above RM300 ( shipping outside Malaysia).

 

What forms of payment do you accept online?

We accept PayPal, all major Credit Cards for Visa & Master, Debit Card. 

 

How can I find out when my pre-ordered items will be shipped?

To check the status of pre-ordered, please email us at customerservice@dd-collective.com