Free Shipping for orders over $50 Contact | (07) 3868 4164 |

Frequently Asked Questions

How do I place an order?

Shopping with Duck Duck Goose is quick, easy and efficient through our online shopping cart and checkout. Online orders can be placed 24 hours a day, 7 days a week. You can choose to collect in-store or have your order delivered to you. For orders over $50 we offer free shipping within Australia. All our prices are in Australian Dollars and include 10% Goods and Services Tax (GST).

Alternatively, you may also prefer to place an order by phone for either in-store collection or delivery. To place an order or if you have any other questions not answered below, please call Duck Duck Goose on (07) 3868 4164.

Can I Lay-by?

​​​​Lay-by is not available through our web store. You are able to lay-by in store or over the phone. Please call 07 3868 4164 for assistance and our lay-by terms.

Can I return an item purchased from Duck Duck Goose?

YES – absolutely, please see below for our Returns Policy.

Returns Policy

​​At Duck Duck Goose we offer a money back guarantee to all of our customers. Because we work to source a quality product, we’d hope you are completely happy with what you purchase. However, when you receive your order, if your purchase from Duck Duck Goose does not meet your expectation, you have the option of returning the item to us for a full refund of the product price subject to the following conditions:

You have 7 days for a refund and 14 days for an exchange or store credit.

Refunds for change of mind purchases are for the product price only, not the amount paid for postage. Therefore if shipping was free, we will refund you the purchase price less our cost of shipping ($10). If you paid for shipping on your order then we will refund the full product purchase price.

The cost of the return postage/delivery is at the customer's expense

You can choose to exchange or receive a store credit instead of a refund, in which case you only need to pay the return postage and we will credit the full price on your order including shipping if applicable

Items must be returned in their original entire condition, unused, unopened and with no damage to the product or packaging. Product tags must still be attached (if applicable).

This policy excludes clearance and sale items.

What if my product has arrived and it is faulty or damaged?

​​If for any reason your purchase arrives to you in less than perfect condition, we are happy to offer a refund or replacement and we will cover the cost of the return postage/delivery (please contact us for a reply paid address). The items ordered must be returned in original condition within 14 days of receipt. Please contact us via email to report any damaged or faulty products:

Email: sales@duckduckgoose.com.au

Please allow 1 – 2 weeks for your return and refund request to be processed.

Refunds will only be issued to the credit card that was charged for the original purchase. Alternately, if you choose, a store gift voucher or in-store credit for equal value can be provided for a future purchase.

Can I exchange a gift I have received?

YES – in most cases.

We will exchange or provide a Duck Dcuk Goose gift voucher for items that have been received as a gift and deemed unsuitable for the recipient IF we have a record of the original purchase on our system, the giver has a copy of the receipt or, you have been given our ‘gift receipt’ (receipt without prices supplied to original purchaser) with the items. Refunds cannot be provided, unless the refund is being issued to the original purchasing credit card. Exchanged items must be in their original re-saleable condition, unused and with no damage to the product or packaging. To receive an exchange you must notify Duck Duck Goose within 14 days of gift receipt. If possible, please do so by e-mail to :

sales@duckduckgoose.com.au

Please note:

All postage costs in relation to the exchange will be the responsibility of the person(s) instigating the exchange;

You may choose to exchange the item in store at no additional cost

Exchanged goods must be unused and in their original, re-saleable condition

Please allow 5 business days (following receipt) for your exchange to be processed

Gift exchange, credit or refund is not available for sale or clearance items 

Can I Cancel my Order?

YES – if you’re quick!

Our policy is that you may cancel any item from your order or your entire order, provided it has not already been dispatched. At Duck Duck Goose, we aim to process and dispatch all orders within 12 - 24 hours of order placement on business days and within 48 hours of order placement over weekends.

If your order has already been dispatched, you can return the goods to us once you have received them. Return postage/delivery costs will be the responsibility of the purchaser. Original postage/delivery costs on your order will not be refunded and your refund price will be reduced by the cost of postage if free shipping was provided. Refunds can only be issued to the original purchasing credit card. Please see above for our refunds policy.

Is the product available in-stock if it’s on the web store?

YES – normally!

All products listed on the Duck Duck Goose website are held in stock, unless otherwise indicated as SOLD OUT. For clothing, our system only lists a size if it is available and the web store connects directly to our inventory system and will remove the item purchased from stock once purchased. On rare occasions an error in inventory may occur. There is also a possibility that a customer is purchasing the same item in-store at the same time – which may cause an issue! If there is a discrepancy and your item/s are not available, Duck Duck Goose will email you with 48 hours to advise and provide options.

The following options may be available:
1) Substitute the out of stock product with a similar, in stock product.
2) Place the out of stock product on back order. This may not be an option for some items, especially clothing
3) Cancel the out of stock item from your order. A refund will be immediately issued to the original purchasing credit card.

How much will Postage and Delivery cost me?

Domestic (within Australia) is a standard cost of $10. Orders over $50 are shipped FREE of charge.

Postage charges are based on standard Australia Post and private courier rates. When checking out, our website will add on the postage if applicable and display this for you.

The majority of our parcels take 2 to 3 business days to be delivered to you, dependent upon your location. Business days exclude Saturdays, Sundays and Public Holidays.
Please Note: Whilst we aim to deliver all of our orders within the 2 to 3 working days, there will be some orders that may take a little longer to be delivered. If there is any reason we expect there to be a delay, we will contact you by e-mail

Can I have my purchase Gift Wrapped? 

YES – if your order value is over $50 then wrapping is FREE.

You can select to add gift-wrapping to your order at check-out. Please send us an e-mail if there are any special requirements for wrapping, otherwise we’ll choose paper and ribbon suitable to your order. Of course, we’ll take off all the tags too.

Are my personal details kept confidential?

YES – definitely. Please see our Privacy Policy below.


Duck Duck Goose Privacy Policy

This Privacy Policy is provided in compliance with the Privacy Amendment (Enhancing Privacy Protection) Act 2012 to make you aware of how Duck Duck Goose collects, uses, and manages your personal information.

Collection of information

We collect personal information about individuals directly from those individuals and rarely from other sources. We may collect information from parents or carers in direct care of a child for the purposes of a relevant promotion or activity.

We sometimes collect personal information from a third party or from a publicly available source, but only if the individual has consented to such collection or would reasonably expect us to collect their personal information in this way.

Information collected includes the following details:

  • Name and title
  • Personal address, phone and e-mail
  • Personal data/interests and skills

​​Use and disclosure

We only use information for the purposes for which we collected it – purposes which are directly related to conducting one of our business functions or activities. This may include:

taking, processing and/or dispatching an order

enrolling customers into and informing them about our loyalty program

distribution of relevant promotional materials including events, new products, special offers and fashion or child-related information

Personal information that is not required for use or would be inappropriate is not collected. Sensitive information or government identifiers are not collected or recorded.

Information about IP addresses, web browsers and computer operating systems are automatically transmitted to web servers as an integral part of the operation of the Internet. This information is used for demographic purposes to better serve website users. Data is analysed for trends and statistics and then discarded. Our website logs are not personally identifiable and we make no attempt to link them with individuals who browse the site. For security purposes and to improve our service, we use software and third party services to monitor traffic, detect unauthorised and malicious access to our site and determine the effectiveness of our site structure.

Information will not be disclosed to another organisation within the same or any industry for commercial use.

Personal information may be disclosed to a third party only upon verbal agreement with the person whose records are concerned or where necessary for the distribution of product.

We do not rent, sell, lease, loan or otherwise divulge customer details to any unrelated third parties.

Personal information may be disclosed to a third party where:

•Duck Duck Goose has the consent (verbal or written) of the individual concerned

•Duck Duck Goose is required by law or legal process to make the disclosure.

Data Security

We take steps to protect the personal information we hold against loss, unauthorised access, use, modification or disclosure, and against other misuse.

Our database is held on a cloud-based system and all information which passes between the host server and user computers is encrypted using technology called Secure Sockets Layer (SSL). Each user has a username and password for signing in.

Data is hosted in the United States on Amazon Web Services (AWS), a highly scalable cloud computing platform. Amazon take physical and network security seriously. You can read more about the specifics of their approach at https://aws.amazon.com/security/. An agreement with AWS enables transfer of data and commits to the Model Contract Clauses, which are defined by the European Commission in accordance with UK data protection laws.

Further security of the data is ensured through implementation of the following:

  • Prevention of manipulation of data – all access to data through either our customer relationship management database or our accounting database are password protected. The database managers can view all changes and who made them.
  • When the personal information that we collect is no longer required, we destroy or delete it in a secure manner.
Openness

On request, all data held will be available to any person whose records are kept by Duck Duck Goose.

You have the right to view any personal information that we hold about you and you can ask us to correct the personal information we hold about you.

You have the opportunity to request removal from the contact database at any time or to refuse any or all communications. You can unsubscribe from our email list by using the ‘unsubscribe’ options noted in our emails.

Variation of Privacy Policy and how to contact us

Duck Duck Goose may change this privacy policy from time to time to keep in line with current legislation. If a customer disagrees with changes that are made to the privacy policy, or

  • (a)feels that Duck Duck Goose is not complying with this privacy policy
  • (b)wishes to seek access to their personal information
  • (c)or has any other privacy concerns

please contact the Duck Duck Goose by email : info@duckduck goose.com.au

Information about IP addresses, web browsers and computer operating systems are automatically transmitted to web servers as an integral part of the operation of the Internet. This information is used for demographic purposes to better serve website users. Data is analysed for trends and statistics and then discarded. Our website logs are not personally identifiable and we make no attempt to link them with individuals who browse the site. For security purposes and to improve our service, we use software and third party services to monitor traffic, detect unauthorised and malicious access to our site and determine the effectiveness of our site structure.

Disclaimer

Whilst every effort is made to ensure that images of products displayed in our web store are accurate, errors can occur. We apologise if the image of a product is not accurate. If you have purchased a product based upon the product image and description displayed on our web site and are not completely satisfied with your purchase, please let us know.