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Frequently Asked Questions

At dusk we're always delighted to hear from our customers.

If there's something you have been wondering about dusk, there's a good chance you'll find the answer here:

General

How do I track my online order?

To track your order please visit the Track My Order page.

You will require your online order number starting with the digit 3, as well as your delivery address post code.

If you have received a tracking number from Australia Post, please refer to the Australia Post website https://auspost.com.au/mypost/track/#/search to receive further tracking information.

How can I contact dusk?

You can contact the Customer Service team via email or live chat which is available during business hours (9am-5pm).

Please allow a 1 business day for a reply to emails.

I need assistance with my online order – What do I do?

If you require assistance with your online order, please email our help desk so we can further assist you.

Please include your online order number, product information and any additional details in the email.

A member of our Customer Service team will be in usually be touch within 1 business day. 

How do I find my nearest dusk store and trading hours?

To find your nearest dusk store and our trading hours, please visit our Store Locator page.

Can I pick up my online order In Store using Click & Collect?

At present we do not offer Click & Collect but we hope to have this as an option in the near future.

You can check the stock availalibity at your nearest dusk store on the product pages of this website.

To find your nearest dusk store please visit our Store Locator page.

How do I change or cancel my online order?

To change or cancel an online order, please contact dusk Customer Service as soon as possible with your order number and the details of your change. A member of the customer care team will be in touch within 1 business day.

At dusk, we pride ourselves on dispatching your order within just a few hours. Once your order has been picked and packed we will not be able to change or cancel your order, however, once the order has been delivered to your nominated address you will be able to apply for a refund as per our refund policy.

Does my product come with a warranty?

Any electrical device that we sell comes with a 12 month warranty covering any technical faults with the device.

Please visit our Refund & Exchange Policy page for more information.

What is your refund or exchange policy?

For all orders – please visit our Refund & Exchange Policy page for more information.

How do I find out about employment opportunities at dusk?

Think you’ve got the passion, inspiration and motivation to join the dusk Team?

Find our current positions on our careers page.

Can I invest in dusk & Is dusk publicly listed?

Yes. Dusk listed on the ASX as of 2 November, 2020 with the trading code of DSK.

Please refer to our investor centre for more information.

Does dusk offer lay-by In Store?

No. We currently do not offer this service.

dusk does offer Zip Pay and Afterpay In Store and Online.

Are your products tested on animals or vegan friendly?

All our products are 100% vegan friendly and are free from animal by-products. We do not support the testing of products on animals and neither our products or our sourcing facilities and companies test on animals under any circumstances. Our suppliers are accredited as cruelty free companies.

Gift Cards

How do I purchase a dusk Gift card?

To purchase a dusk Gift Card, you can visit our Gift Card page.

There are two types of Gift Cards:

  • Standard Physical Gift Cards - Available in 4 colours and can be purchased In Store over the counter or Online. If purchased Online these types of Gift Cards will need to be posted to you via the Australia Post network. Please allow time for delivery.
  • eGift Cards - Can only be purchased Online and emailed to a friend with a message or greeting.

Both types of cards can be redeemed Online & In Store.

How long do I have to use my Gift Card before it expires?

Welcome vouchers and Birthday vouchers are valid for 30 days from date of issue. Birthday vouchers require a minimum spend of $40.00

dusk Gift Cards and eGift Cards are valid for 3 years from date of purchase.

Please visit our Gift Card Balance Checker and enter your Gift Card details to check your expiry date.

How do I check my Gift Card balance and expiry date?

Please visit our Gift Card Balance Checker and enter your Gift Card details.

How can I use my Gift Card online when making a purchase?

Once you have added your items to your shopping cart, proceed to checkout and you will be able to redeem your Gift Card as part of your payment method options.

Please ensure you apply your Gift Card to your order before making payment.

How can I use a Gift Card online to make a purchase?

To use a gift card online simply view your cart when you're ready to place your order, click 'Redeem a Gift Voucher' and enter your gift card number. Your Gift Card can also be redeemed at the checkout.

Can I use more than one Gift Card online when making a purchase?

You can use up to 10 dusk Gift Cards in one single transaction.

Can I have my dusk Gift Card replaced if it is lost or stolen?

Please treat your dusk Gift Card like cash. This cannot be replaced if it is lost or stolen. Your dusk Gift Card cannot be exchanged for cash or refunded.

Can I get a refund for an item I have purchased with a Gift Card?

Yes. The refund will be processed as a new Gift Card.

Note: Refunds will be processed to payment methods used in the transaction prior to issuing of a new Gift Card.

Can I use a Gift Card with my Afterpay purchase?

Unfortunately not, you can't use our dusk Gift Card for Afterpay purchases online.

Can I purchase a dusk Gift Card using Zip Pay or Afterpay?

At this time we do not allow the purchase of Gift Cards using either Zip Pay or Afterpay.

Can I use my Ultimate Gift Card for Home for my online purchase?

Unfortunately, you cannot redeem this voucher online but you can redeem this type of Gift Card In Store.

For full Terms and Conditions, please visit https://www.ultimategiftcards.com.au/gethelp/

Gift Cards

How do I join dusk Rewards?

To join online, please add a dusk Rewards membership to your shopping cart, and any other items you wish to purchase.

Your membership discounts will automatically apply to your current order and your account will be updated with your dusk Rewards membership number within a few hours of your order being placed.

You can also join dusk Rewards in any dusk store by simply asking one of our friendly team members.

dusk Rewards costs just $10 for a 2 year membership and provides you with the following benefits:

  • 10% off all full priced items;
  • 5% off any sale, bundle or promotional items;
  • 50% off online delivery charges;
  • $10 welcome voucher valid for 30 days;
  • $20 birthday voucher valid for 30 days (min spend $40); and
  • access to exclusive member events;
How do I renew my dusk Rewards membership?

To renew online, please add a dusk Rewards membership to your shopping cart, and any other items you wish to purchase.

Your membership discounts on will apply to your current order and your account will be updated with your new dusk Rewards expiry date (2 additional years) within a few hours of your order being placed.

You can also renew your dusk Rewards membership in any dusk store by simply asking one of our friendly team members.

I have not received my Welcome or Birthday vouchers?

These vouchers are sent via email to the email address you specified when you joined the dusk Rewards program.

We recommend you check your junk inbox or spam folder first – If nothing has been sent there, please email our Customer Service team with your details and we will look into this for you. A member of the Customer Service team will normally be in touch within 1 business day.

Note: dusk Rewards members need to be subscribed for the latest offers and news to be able to receive the vouchers. We are unable to email these vouchers if you are not subscribed.

How do I use my dusk Rewards membership in store?

Please provide your details to any of our helpful In Store Team members and they will apply your member discounts at the register.

You will find your membership details online in your My Account section of the the website, or on any emails received from dusk.

How do I update my dusk Rewards details?

You can update any of your details by visiting our helpful In Store Team members or by sending an email to the dusk Customer Service team.

My dusk Rewards discount didn’t apply to my Online Order. Can this be fixed?

Please email our Customer Service team with your name, email address and order number, and they will adjust your order.

Email

I have not received any emails from dusk?

Sometimes member's accidentally unsubscribe from receiving our latest offers and news.

Please let either our online Customer Service team or any of our helpful In Store Team members know, and they can check your email address and subscription status.

How do I unsubscribe from receiving the latest offers and news from dusk?

If you would like to unsubscribe from receiving our latest offers and news, simply click the link that says unsubscribe on the bottom of the email and your email will be removed (normally within 24 hours) from receiving any further correspondence.

Note: dusk Rewards members need to be subscribed for the latest offers and news to be able to receive the Welcome and Birthday vouchers. We are unable to email these vouchers to you if you are not subscribed.

Online Orders

I am a dusk Rewards member, do I need to create a dusk Online Account?

Yes. If you have not already shopped online with dusk before, you will need to create an online account and link your dusk Rewards membership.

Steps to create and link your membership:

  1. Create account.
  2. From the My Account page, enter your dusk Rewards membership card number.
  3. Click the Link Membership button.

You can also complete these steps in the checkout process.

If you do not know your dusk Rewards membership number, you can check your emails from dusk or contact Customer Service for assistance. Please supply your full name and email address.

I have previously shopped online at dusk and my password does not work?

Your password may have changed. As of July 2021, dusk launched a new website migrating and locking all existing accounts. All account holders will need to complete a reset password.

How do I reset my password?

If you have forgotten your password, please reset your password. You will then be emailed a reset link. If you haven’t received an email, please check your junk mail to ensure it hasn’t been sent there.

Once you have received the reset password email, simply click the link to set a new password.

How do I update my Online Account details?

To update your details, please log into your Online Account and you will be able to update your details through the Account Dashboard.