What should I do if my order hasn’t arrived yet?
If the estimated delivery date has passed, we kindly ask you to wait a few extra days in case there are any local postal delays, as your parcel is due to be delivered by your local postal service.
If you still haven’t received your parcel after waiting a few extra days, then please get in touch with Customer Service, letting us know your order number, and we’ll be happy to help.
Do you ship to my country?
Yes! We offer worldwide delivery to all countries.
How will I know if my order has been shipped?
You will receive an email confirmation that your order has been received. Once been packed and ready to delivery, you will get a second and last email to confirm that your payment has been received and your order will be sent within 24 hours (weekend and British bank holidays excluded).
I forgot to use a discount code. Can you apply it afterwards?
Unfortunately discount codes must be applied at the time of checkout, and we cannot refund you the difference if you forget to use it.
How can I pay for my order?
We accept payments via VISA, MasterCard, ApplePay, PayPal, American Express, GPay and ShopifyPay.
Once I’ve placed an order, can I change my shipping address?
Addresses can be changed up until your order is labeled. We cannot guarantee that we’ll be able to change this in time as we are working very quickly to send our your parcel as soon as possible, but get in touch with us straight away if you’ve entered the wrong address and we will do our best to rectify this for you. Please send emails to email@example.com.
I would like to return an item to Duke & Hyde
To return an item to us please email us at: firstname.lastname@example.org
We will process your return within 5 working days of receipt however the process can be a lot quicker. You will receive an e-mail to confirm your return has been processed and your exchange shipped. Please expect it within 3 working days from when the e-mail was received. If you have not received it within 5 working days, please contact us.
I have received a faulty item
If you receive a faulty item, please accept our sincere apologies for any inconvenience it may cause. Please inform us within 14 days from receipt of the faulty item of its unsuitability. We will refund or exchange any faulty items within 30 days from the date you receive it. We will refund the original postage costs for all faulty items.
I have received an incorrect item
If the item you received is not what you originally ordered, please accept our sincere apologies for the inconvenience. We will then advise on how to proceed. Please inform us within 14 days from receipt of the incorrect item that the item is not correct. We will refund or exchange any incorrect items within 30 days from the date you receive it. We will refund the original postage costs for all incorrect items.
There’s something missing from my order.
In the event you receive your order with an item missing, please contact email@example.com as soon as possible, including your order number and the missing item.
How can I become a Duke & Hyde distributor/wholesaler?
For distribution enquiries, please contact refer to our 'Become a wholesaler' page below, fill in your details and a member of our team will contact you within 24 hours.
Where are Duke & Hyde’s products are made?
All of our products are made, tested, packed and designed in the UK. We work hand-in-hand with a chemistry lab in the UK to create specific formulas to keep your hair looking perfect.
Our office opening hours are:
Mon-Fri: 9am - 5pm