Questions about delivery payment & ordering

What cards do you accept?

We accept the following cards:

What currency do you use?
We accept the following currencies:

• UK Pound Sterling (GBP)
• US Dollar (USD)
• Euro (EUR)
• Danish Kroner (DKK)
• Swedish Kroner (SEK)
• Norwegian Kroner (NOK)

Can I pay by any other method?
We only accept payment by Credit Card, Charge Card, Debit card and PayPal on the Internet. Please note we do not accept the following payment methods:

• Payment on Delivery
• Email
• Instalments
• Splashplastic
• Cheque
• Bank Transfer
• Postal Order
• Laser Card

We accept cards issued from most major countries. For a full list of countries please click here. Please note, we are unable to accept your card if it is not issued from one of the countries listed. How do I convert currency?
To change currency, simply log onto xe.com and enter the ammount s your require converting.

Is it safe to order online?
We are a member of SafeBuy, promoting the highest industry standards and best practices ensuring honest and truthful transactions.

We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it. This technology includes the following features:

• Authentification - this assures your browser that your data is being sent to the correct computer server, and that the server is secure
• Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server
• Data Integrity - this checks the data being transferred to ensure it has not been altered

Do I have to order online?
Ordering over the internet with DufferOnline.com is the safest and most secure method of paying and therefore we only accept orders placed online.

I've received an e-mail from you asking for further information
When you place an order with Duffer, our system goes through a series of checks to validate the information you have provided.

Regrettably, it is not always possible for us to confirm all of the details, and this is why we request additional information. This helps us to verify your identity, and ensure that the credit/debit card has not been used fraudulently.

Whilst your account is being cleared we will not debit your credit card. When an order is submitted, Duffer obtain authorisation from your card issuer to debit your account. However, the funds are only reserved for us as we do not debit the account until the order is sent to our warehouse for dispatch. When Will I be Charged?
When you reach the final billing page and press 'Submit Your Order' we will immediately contact your bank/card issuer for authorisation to take payment from your account.

If the payment is authorised, you will receive an e-mail within a short while confirming your order, and payment will be taken from your account shortly afterwards.

If payment is authorised but we have a query with your order, an e-mail will be sent to you to advise you of the nature of the query. If we are unable to resolve the query for any reason and cannot dispatch your order, a full refund will be issued back to your card.

If the payment is not authorised by your bank or card issuer, you will receive an e-mail within a few minutes advising you of the reason why. (Please note some issuing banks may still reserve your funds for a period of time).
Do you sell gift vouchers?
Unfortunately we do not currently sell gift vouchers. Questions about delivery charges and destinations

How much will postage and packing cost (UK Only)?
Standard Delivery - Free for orders over £50, £3.95 for orders under this
Express Delivery - £5.95
For European and International order, please click here for more information.
How long will delivery take?
Standard Delivery (where offered) - we aim to deliver within 7 working days
Express Delivery (where offered) - we aim to deliver within 4 working days
Can I pick up my order from your warehouse or office?
Unfortunately it is not possible to pick up orders from our warehouse or office. Do you deliver to my country?
We deliver to most major countries. For a full list of countries please click here. Please note, we are unable to deliver to your country if it is not listed. Why do you no longer deliver to my country?
Unfortunately we no longer deliver to the Middle East, most of the Far East and certain other countries. This was a business decision based on costs and we thank you for your past custom. The full list of countries that we do deliver to, can be found here. Do you deliver to freight forwarders?
Unfortunately, we do not deliver to freight forwarders. The reason for this is that we are unable to guarantee onward delivery of your order from your nominated freight forwarder. We would be unable to track your order and assist you in the eventuality that your order was lost. Do I have to pay import charges?
Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information. Which courier company do you use?
We use Royal Mail, Parcelforce and DHL for deliveries within the UK. We use Royal Mail and Parcelforce to Europe and Rest of World.
Can you leave the delivery in an agreed hiding place?
Unfortunately all orders require a signature, so we are unable to leave your order in a safe place, or with a neighbour etc. Can someone else sign for my delivery?
Yes, anyone at the specified delivery address can sign for the goods. Do you deliver to BFPO addresses?
Most orders can be delivered to BFPO addresses. However, this is not possible for orders weighing over 2Kg that are being sent to BFPO addresses in the 600's and 700's. We therefore recommend, if placing an order containing multiple large items such as boots, suits or coats and jackets, that you place two orders, keeping each bulky item separate. If your order does weigh over 2Kg your entire parcel will be sent back to us. Questions about a product

Are you getting any more in?
Unfortunately some items will be out of stock or be removed from the site altogether if discontinued. Please be advised that our Customer Care team cannot tell you when a product will be back in stock. We often take repeat deliveries of popular products and occasionally customers will return items to us that do not fit. If you would like to be notified once an item or items come back in stock, please click here to contact Customer Care.

I need more information about a product
We include as much information as possible about a product on the product page itself. Usually, more detailed information like product sizing and materials can be found towards the bottom of the page. If you need more detailed information, please click here to contact customer care quoting the style name, which can be found on the product page The product I ordered is now reduced. Can you refund me the difference?
Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order.

Can you tell me where else I can buy this product?
Please be advised that our Customer Care team are unable to tell you where else our products can be purchased Technical Problems

My email address/password is not recognised

• Maybe you registered with another email address? It is often the case that people forget which email address they used to register with us. You must use the exact email address and password combination with which you first registered in order to log back in to the site.
• Maybe you have forgotten your password? If so we can send you your password to the email address you registered with. Just fill in the box by 'Forgotten Your Password?' on the login page.

If these are not successful or you have other email address or password related problems please click here to contact customer care with your query.

I'm having trouble with my shopping bag
The most common resolution for this problem is to delete the cookies on your PC and try again. To do this please click on the 'Tools' tab at the top of your Internet Browser, then select 'Internet Options'. On the first screen that pops up, select 'Delete Cookies' then click 'OK'. You should then not experience any further basket problems.

Certain customers are having a problem whereby they place an item in their shopping basket, browse the website further and place another item in their basket, but when they return to their basket the first item has disappeared.

If this is happening to you, it may be because you are using the 'back' button on your browser, rather than the links in the website itself. Please try again using the 'continue shopping' button on the basket page and then only click on links within the DufferOnline.com website. Do not use your 'back' button, or any other button on your browser if you can help it.

We use cookies to remember who you are, please make sure that you can accept cookies from us, for an explanation of cookies click here.

If these problems persist please click here to contact customer care

I am told that my card has expired, even though the expiry date is in the future
This problem occurs when the date set on your own PC is wrong. Please check the date is correct (double click on the time at the bottom right of your screen) and then try placing your order again.

Other Technical Problems
Before contacting DufferOnline.com we recommend that you update your PC using the Windows Update tool. Please click here for details.

If problems persist, please click here to contact customer care

To help us look into your problem please try to include in your email as many of the following details as possible:

• Your Operating System (e.g. Windows XP, Mac OS 9.0)
• Internet Browser (Internet Explorer 6, Netscape 7.02)
• What URL you were trying to access (e.g. http://www.DufferOnline.com/contact.asp)
• What time the problem occurred
• Please cut and paste into the email any error message that appeared on the screen

Your order

Can I change my order
Once your order has been confirmed, it's not currently possible for you to change or cancel it prior to dispatch. Please refer to the 7 day Cooling-off period for more details.

Can you confirm you've received my return?
Unfortunately we cannot confirm when we have received your return. We do recommend though, that you send your return by a secure postage method, such as recorded delivery. This way you will be able to trace your delivery through the carrier that you used.

Please note that we usually process a refund or exchange within 3 working days of receipt of your return (please note that refunded transaction may take up to 28 working days to appear on your account). At this point we will email you confirmation of a refund, or send you your replacement. Please therefore do not contact us until 3 working days have passed since we received your return.

If it has been more than 3 working days since we received your return please click here to contact customer care

Can I cancel my order
Once your order has been confirmed, it's not currently possible for you to change or cancel it prior to dispatch. Please refer to the 7 day Cooling-off period for more details.

7 Day Cooling-Off Period
In addition to our returns policy, under the United Kingdom's Distance Selling Regulations you have seven working days (beginning the day after receipt) to cancel your purchase from DufferOnline.com, for a full refund. This does not apply to items that cannot be returned; these items are clearly marked with a '+' next to the product name. In this case we will provide you with a full refund but we would ask you to return the cancelled items at your cost. If we do not receive the cancelled items back, we may arrange to have them collected at your cost. I'm not going to be in when you deliver my parcel. What will happen?
The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel. I forgot to use my Discount Code / I used my Discount Code but price stayed the same
Unfortunately we are unable to amend your order if a discount code was not originally applied at checkout. My order is a gift for someone. Can I add a message to it?
Unfortunately this is not a service that we provide at this time. If you are ordering for delivery to an address other than the billing address, as is often the case with gifts, the invoice will be sent to the billing address so if the order is a gift the recipient will not see how much was spent on the order. You haven't replied to my query
It is our policy to endeavour to respond to all customer enquiries within 24 hours (this may increase during busy periods). Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc...), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from our Customer Care team within 2 working days, please click here to contact customer care stating your secondary email address or a family member's or trusted friend's email address. Please include YOUR Name, registered DufferOnline.com email address, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf. Tracking Your Order

Can I track my order?
You can track your orders on-line. This page displays your order history as well as the status of any open orders.

Express Delivery orders can now be tracked in more detail directly from the courier's website. Please visit Order Tracking and enter your order details. Once this query is sent, a reply with tracking info will be sent (this may take upto 24 hours during busy periods) Please remember that if you have a query relating to any information held on the courier's website you must contact them directly.

Click here to visit the Order Tracking Page Where is my order?

Standard Delivery Orders

• We aim to deliver Standard Delivery orders within 7 working days. Please note that this means your order may appear as 'Order Processing' for 3 working days after your order is placed, especially at busier times of the year, such as Christmas.
• Unfortunately we cannot guarantee a specific delivery date for Standard Delivery orders. If you require your order to arrive on a particular date we suggest you use our Express Delivery service (where offered).
• Once your order is displayed as 'Shipped' please remember to allow 7 working days for your order to arrive. Again, at busier times of the year, such as Christmas, postal services can slow down, so we ask you to wait 5 working days after your order is 'Shipped' before contacting us.
• For destinations outside the UK you will have to allow a certain amount of additional days for delivery. Please check our Delivery Charges page for information.

If you have followed the instructions above and still have not received your order, please click here to contact customer care with your query and order number.

Express Delivery Orders

• You can track your Express Delivery order visiting Order Tracking and entering your order details, you will then receive a responce with detailed tracking and status information on your order (this may take up to 24 hours during busy periods). Please remember that if you have a query relating to any information held on the courier's website you must contact them directly.
• If a delivery has been attempted and you have received a card from the courier, please contact the courier directly to arrange another delivery or to pick up the parcel from their depot.

If you have followed the instructions above and still have not received your order, please click here to contact Customer Care with your query and order number.

If your order is made up of multiple items, some items may be dispatched separately. If this does happen, you will only pay one delivery charge, and we will send you two dispatch confirmation e-mails to advise which items have been dispatched in each parcel. Please note that your entire order should be delivered within the same delivery period, however each parcel may arrive at a different time. Returns

I need to return an item
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 14 days of receipt. We will issue a full refund on receipt, or exchange the item for a different size / colour if preferred.

Please note:

• If you require a different product (rather than a different size or colour of the same product) you will need to place a new order online and return the original item for a refund.

For more details, including the returns address, please refer to our Returns Policy
Faulty item
If the item you received is faulty, please click here to contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us. I received the wrong item
Unfortunately mistakes do happen, we are only human after all. If the item you received is not what you originally ordered, please click here to contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. How long will it take to refund me?
Before contacting us please take note of the timescales required to process a refund:

• Please allow 3 working days from receipt of a return for us to process a refund.
• Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your Order Confirmation email was sent).
• After receiving the return confirmation email, please allow up to 28 working days for the refund to appear on your account. This time frame is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address within 14 Working Days).

When will I receive my replacement?
Before contacting us please take note of the timescales required to process an exchange:

• Please allow 3 working days from receipt of a return for us process an exchange.
• Once the exchange has been processed please allow the following additional days for delivery of your replacement item:
   - UK - Up to 7 Working Days
   - European Union - Up to 10 Working Days
   - Rest of World - Up to 14 Working Days

Part of my order is missing
Regrettably mistakes can happen. If you have received you order and an item is missing, please click here to contact Customer Care quoting your order number and the missing item and they will investigate the matter further. Can I return my goods in person to your warehouse or office?
Unfortunately, for security purposes, we are unable to accept any orders returned to our warehouse or office. Do I have to pay for return postage?
If you are returning your order, or part of your order, to us for a refund or an exchange then the cost of returning the item to us is your responsibility.

Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods and also require a signature on delivery.

If the item you received is faulty, please click here to contact Customer Care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us.

If the item you received is not what you originally ordered, please click here to contact Customer Care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

Why have you not refunded the delivery charge?
Delivery charges (the P&P cost you originally paid to have the order delivered to you) are non-refundable.
You have refunded me the wrong amount
Unfortunately mistakes can happen. If you think you have been refunded the wrong amount please click here to contact Customer Care quoting your order number and the required refund amount.

Please note: Delivery charges are non refundable so you will be refunded the full value of the items returned less the delivery charge.

About DufferOnline.com

I'm new, how do I order?
Welcome to DufferOnline.com, the home of funky, fresh, branded, street and urban fashion. All the items you see are available to buy online. Simply click on the item you wish to buy, select the size or colour required and click 'add to bag'. You can then go back and add additional items to your basket or 'proceed to checkout'.

Please note you will need your credit, debit or charge card details, including the billing address (the address to where the card bills and statements are sent). Do you have a catalogue?
We are currently in the process of producing a brochure/catalogue featuring our best sellers and most sought after clothing, footwear and accessories. Do you have a Shop?
No, we do not have a shop, we are a UK based Internet Retailer. We do deliver to most countries. Can I Contact you by Phone?
We prefer you to contact us via e-mail - this enables us to respond to all your queries quickly and efficiently. Corresponding via e-mail has a lower cost to us than call handling staff, and we have built this lower cost into our prices passing the savings on to you. Please note that in surveys, shoppers have overwhelmingly and consistently said they wanted cheaper prices over anything else. Do you do wholesale?
No we do not, we are a retailer and sell directly to our customers. Supplier Enquiries
Got some new designs you want to show off to the public? If you are interested in selling your products on DufferOnline.com please click here

Corporate Enquiries
IMPORTANT: Customer Care queries will not be answered. The following email addresses are for Corporate Enquiries only.

Press And Media Relations
press@dufferonline.com

Affiliate Schemes and Advertising Partners
affiliates@dufferonline.com

General Marketing Enquiries
marketing@dufferonline.com

Accounts Enquiries
accounts@dufferonline.com

If you still cannot find the answer to your question, please click here to contact customer care.