How can I be sure that my order has been confirmed?
Once the transaction has been completed you will receive a confirmation e-mail to the address provided. If you do not receive a confirmation e-mail please contact us.
How can I apply a promo code to an on-line purchase?
When you decide to go ahead and make a purchase, click on "proceed to checkout" or click on Basket in the top right hand corner of the web page. Type in your promo code in the promo code section exactly as it is written. Make sure there are no extra spaces before or after the promo code. Click "Apply Discount" and a message will appear confirming the validity of your promo code. The amount to pay will automatically be discounted.
What payment methods are accepted at the on-line store?
We accept Amazon Pay, PayPal, American Express, MasterCard, MasterCard Debit, PostePay, Visa and Visa Debit.
How long will it take for my order to arrive?
Orders are delivered in 1-2 working days in Italy and 2-5 working days in other EU countries, depending on the shipment zone. We cannot provide exact delivery times for countries outside of the EU due to possible delays at customs.
Where do you ship to?
Countries within the EU.
What is your returns policy?
You can buy at your leisure on our website. If you don't like the product you received you can send it back to us.
You can request a return if these conditions are true:
- The return request must be placed within 14 days after receipt of the parcel.
- The item must be intact and not used;
- The original tag must not have been removed;
- The return shipping must be made using the original box and packaging in which the product was sent and received in. If the original packaging is missing or damaged, any carton in good condition may be used;
- Once the return request has been created (please see below for instructions), you must send back the package within 5 days of the day after you created the return request.
If these requests are fulfilled we will refund the product price.
Shipping costs are 18€ and they will be deducted from the refund.
To proceed to your return you must create a return request from your account page If you are not registered and want to request a return click HERE in order to ask for return.
Once the request has been made, you will receive the return document to be included in the package and the shipping label to be placed outside. You do not need to contact the courier directly to organize the pick-up. We take care of the collection request when we receive the return request. On our website you can express a preference regarding the day of the pick-up. In case you do no express any preference, courier will collect the package within 5 working days of the request.
If you are returning products from a country outside the CE area (including the United Kingdom) eventual Custom Duties will also be at your charge.
IMPORTANT: : Products purchased online can only be returned following the above mentioned procedure.
We will not accept products returned to an offline store or requests that don't respect the above mentioned procedure.
When will I receive the refund?
You will be refunded as soon as the warehouse informs us that the product has arrived and its conditions have been checked. The refund will be accredited directly on to the credit card used to pay. If you paid by bank transfer, you will be refunded via bank transfer (you can type in your Iban and account holder name at the refund request stage).
What should I do if the product received is damaged or flawed?
Please Contact our customer services department.
How do I register?
Click Here to register.
Do you provide a gift wrapping service?
We currently don't offer a gift wrapping service.
How do I know a product is original?
There is an Authenticity page to check garment authentication. Authentication can be done by scanning the QR code found inside each Save The Duck garment or by going to the website http://www.certilogo.com/ and manually typing in the 12 digit Certilogo code.
How can I receive updates on Save the Duck news and products?
Sign up for our Newsletter to receive updates on Save the Duck products or type in your e-mail in the form at the bottom of this page.
More than 24 hours have elapsed and I have not received an order confirmation e-mail. What should I do?
Please contact our customer services department .
Can I cancel my order?
? Unfortunately orders are processed automatically and cannot be cancelled.
Where can I register to shop at the Save the Duck On-line Store?
There is no need to register to place an order, you can do that as a guest. We recommend registering as it will save time with future orders. Our registration procedure is fast and free.