FAQs
SHIPPING
Yes, we ship worldwide. All D+D orders are fully tracked. You can view our full shipping policy here.
Most orders are delivered in 1-3 working days. You can view our full delivery lead times on our shipping page.
All D+D's are sent in premium 100% recycled card shoeboxes and organic cotton dust bags. Any returns must be returned in the original packaging, including the dust bag.
PRODUCT
Our shoes are sold exclusively at dukeanddexter.com or at our registered stockists. Shoes purchased outside of these channels may well not be a genuine product of DUKE + DEXTER and therefore none of the said policies apply.
Absolutely. Please visit the 1OF1 section of our website or email jessica@dukeanddexter.com for any custom enquiries.
In some instances we can have shoes specially made in UK sizes 5-15. Please email us info@dukeanddexter.com and we can assist you with your order.
Please note that sizes other than 7-13 are bespoke sizes and handmade to order. They will therefore take up to 4 weeks to be specially made for you.
We offer a few products to help protect your D+Ds. Please visit our accessories page for the full selection of products we offer.
ORDER
Unfortunately, we cannot guarantee that it will be possible to amend your order once it has been placed. In the event of a mistake, please email info@dukeanddexter.com highlighting the error required and we will do our best to amend your order before it’s dispatched. Please note that if your order is a custom pair then we cannot replace it.
Please see our Returns Policy section.
In the non-receipt of an order confirmation, please email our customer services team at info@dukeanddexter.com.
In the unlikely event that we have made an error with your purchase, please contact our customer service team at info@dukeanddexter.com or use our live chat support and we will immediately rectify this for you.
KLARNA
Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smoothpayments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle theirpayments.
How does Pay later in 3 interest-free instalments work?
Pay later in 3 interest-free instalments is a form of credit which allows you to spread the cost of your purchase over 3 equal payments.The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your firstinstalment will be collected when your order is confirmed by DUKE + DEXTER and instalments 2 and 3 are scheduled 30 and 60 dayslater, respectively. You can always monitor your payments’ schedule in the Klarna app.
Am I eligible for Pay later in 3 interest-free instalments?
To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-freeinstalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will notaffect your credit rating.
How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?
Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previousorder history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-freeinstalments by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address.All orders are assessed individually. Just because you have been accepted for Pay later in 3 interest-free instalments before does notmean it will be offered for every order. In turn, if your application for Pay later in 3 interest-free instalments is denied, it does not meanit will be denied for future orders.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phonenumber, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you.All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will notreceive your payment schedule and any updated order information.
Will a credit search take place?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to youand Klarna, but not visible to other lenders. Neither Klarna nor DUKE + DEXTER run credit searches against you that could impact yourcredit rating.
Why have I not been offered Pay later in 3 interest-free instalments?
Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-freeinstalments payment option is automatically generated by algorithms that are dependent upon a number of factors including addressdetails, cardholder details, amount of order, the online store, previous order history and item availability.
What are my payment options with Klarna?
Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered atcheckout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days,respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.
What happens if I cancel or return my order?
As soon as DUKE + DEXTER have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refundany amounts due. The return will be reflected in the Klarna app immediately.
What happens if I don’t pay for my order?
Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at DUKE + DEXTER from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna willmake one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you astatement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment isdue two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at yourconvenience.
You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s‘Pay later in 3 instalments’ product even if you have failed to pay on time. If you fail to make a payment you will be in default, and maybe unable to use Klarna in the future. We may continue to attempt to collect overdue and currently due payments on subsequent duedates, or invoice you separately for the unpaid total. If you do not pay for your purchase, Klarna may engage with an external debtcollection agency to collect on our behalf. Debt collection agencies are used as a last resort.
I have been asked to go to the Klarna site. Is this correct?
You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by DUKE + DEXTER. All transactions takeplace via connections secured with the latest industry standard security protocols.
Can I pay before the due date?
Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.
Have you received my payment?
Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully beencollected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received paymentconfirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk .
What happens to my statement, when I've returned the goods?
Once DUKE + DEXTER has received the return (partial or full) and you have received their confirmation of this, an updated statement withan adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund anypayments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarnaapp.
I've received a statement, but I've not yet received my goods.
In the event that your goods have not been received please call DUKE + DEXTER to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.
I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.
I have asked for a refund. How will I be refunded?
Refunds shall be issued back to the debit or credit card which was originally entered at checkout.
I haven’t received an email with my statement/payment information.
You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.
I still have questions regarding payment, how can I get in touch?
Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.
Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smoothpayments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle theirpayments.
How does Pay later in 30 days work?
Pay later in 30 days is a form of credit which allows you to delay payment of your purchase by 30 days. Once your order is confirmed,you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and onlypay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card inKlarna.app or by logging into www.klarna.com/uk .
Am I eligible for Pay later in 30 days?
To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to yourfinancial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Pay later in 30 days?
Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and itemavailability. If you are 18 or over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your fullname, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Justbecause you have been accepted for Pay later in 30 days before does not mean it will be offered for every order. In turn, if yourapplication for Pay later in 30 days is denied, it does not mean it will be denied for future orders.
Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to youand Klarna, but not visible to other lenders. Neither Klarna nor DUKE + DEXTER run credit searches against you that could impact yourcredit rating.
Why have I not been offered Pay later in 30 days?
Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automaticallygenerated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous orderhistory and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.
What are my payment options with Klarna?
You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option,where you can pay for the goods once you have received them via credit card or debit card. You can always monitor your outstandingpayments in the Klarna app.
What happens if I cancel or return my order?
As soon as DUKE + DEXTER have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. Thereturn will be reflected in the Klarna app immediately.
What happens if I don’t pay for my order?
Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'llreceive a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. Youwill not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Paylater in 30 days’ product even if you have failed to pay on time. If you fail to pay on time, you will be in default, and may be unable touse Klarna’s services in the future. If you do not pay for your purchase, Klarna may engage with an external debt collection agency tocollect on our behalf. Debt collection agencies are used as a last resort.
I have been asked to go to the Klarna site. Is this correct?
If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a linkto Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in theKlarna app.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you mayneed to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment
reminders and links to your online statements. It's very important that you give us the correct details, as otherwise you will not receivethe payment information.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by DUKE + DEXTER. All transactions takeplace via connections secured with the latest industry standard security protocols.
Can I pay before the due date?
You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow theinstructions on this email or in the Klarna app to pay for your order.
Have you received my payment?
If you pay by card, DUKE + DEXTER will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a paymentconfirmation to the email address that you have used for your order. If you have made a payment but not received the paymentconfirmation, you can always check the status of your order and payments by logging in to the Klarna app or www.klarna.com /uk.
What happens to my statement, when I've returned the goods?
Once DUKE + DEXTER has received the return (partial or full) and you have received their confirmation of this, an updated statement willbe sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed. You are always able to monitorthe status of your order in the Klarna app.
I've received a statement, but I've not yet received my goods.
You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call DUKE + DEXTER to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on yourpayment or put the order on hold in the Klarna app while you wait for the goods to arrive.
I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.
I have asked for a refund. How will I be refunded?
If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, thenthe refund will reduce the statement or cancel it completely.
I haven’t received an email with my statement/payment information.
You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.
I still have questions regarding payment, how can I get in touch?
Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.