FAQs

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FAQ

What is your Return Policy?

Please check the items purchased immediately upon delivery. If you wish to return or exchange the purchase, you must contact Ducko Down via email within three (3) days of the delivery date, otherwise we will not accept responsibility for any defective, wrong or missing merchandise.

Read more about our Return Policy here.

Can I exchange an item?

Yes, you can exchange an item as long as it meets our Exchange and Return Policy. Read about it here.

Can I amend my order?

You are more than welcome to amend your order within 24 hours of purchase. Please contact us at mail@ducko.co.za for any amendments.

What payment method/s do you accept?

We accept EFT and credit card payments.

Do you restock items that are sold out?

Depending on the demand for the product, we might consider restocking certain items. Please let us know if a product you want is out of stock by filling in our online contact form.

How do I know which size to choose?

You can use the Size Guide we have especially designed to ensure you choose the right size. We recommend choosing a size larger than your bed size which will allow the duvet to hang over the sides, giving a lofty and luxurious impression. If you need any assistance or information, please don’t hesitate to contact us.

What is TOG VALUE?

Tog Value refers to the measurement of warmth the duvet provides. The higher the TOG VALUE the warmer the duvet will be.

How do I decide on a correct TOG VALUE?

When choosing a Tog Value, consider the environment of your sleeping space, specifically in what area do you live and if your bedroom is heated.

Our winter duvets are filled to provide sufficient warmth in winter in the colder areas of South Africa, with night time temperatures of 0°C -15°C for bedrooms that are not heated.

Should you live in part of our country with is moderate winter temperatures or you make use of any room heating, consider purchasing an autumn duvet.

The summer duvet is suitable for the four to five warm summer month in areas which have night time temperatures of around 20°C.

We do not recommend using our duvets with electric blankets.

Which Scatter filling is more suitable for my purpose?

The scatter cushion filled with feathers is robust and has a lot of resistance. It is durable and suitable for sitting on.

The scatter cushion filled with a feather down mix, is more suitable for display purposes as it is very puffy.

How do I contact customer service?

Please don’t hesitate to contact us if you have any concerns or questions; we will gladly help.

How do you ship my parcel?

We make use of Courier Guy Couriers. Their delivery time is between 8am and 5pm on weekdays.

Our sales team will send you an email with your parcel’s tracking number and further details once you have placed an order.

How do I track my package after it has been sent?

Our sales team will send you an email with your parcel’s tracking number and further details once you have placed an order.

Do you have a Size Guide?

Yes, we do have a Size and Buying Guide. Please view it here:

I can’t find what I am looking for

Please make use of the search function in the top right corner to find specific items. Alternatively, you can contact us if you require assistance.

Do you have a Care and Cleaning Guide?

Yes, we do. To achieve long-lasting enjoyment of your Ducko Down quality product, please be sure to follow the CARE INSTRUCTIONS on the label at all times.

IMPORTANT INSTRUCTIONS:

  • Use a separate duvet cover to minimise soiling.
  • Shake the duvet daily and air regularly.
  • The duvet is easy care and rarely requires being totally washed.
  • Spillages: Gently dab up excess spillage before removing the duvet cover. Rinse affected area under the tap with cold water. Dab with an absorbent cloth and dry thoroughly on washing line.
  • General soiling: Shake the filling to the one end. Gently hand wash at the other end with a weak solution of warm water and soft detergent. Rinse and dab dry.
    • Repeat process on the other end if required and hang duvet to dry (avoiding direct sunlight). When completely dry, shake the filling to restore plushness.
  • Machine wash: Use small quantities of soft detergent and select cold wash with slow spin.
  • Avoid hanging product out to dry in direct sunlight.

UNDER NO CIRCUMSTANCES use fabric softener or bleach.

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