IMPORTANT - PLEASE READ: Due to the Covid-19 outbreak and the safety of the team, the Customer Support team are working remotely and are unable to take any phone calls at this time.
We are currently experiencing around a 2 to 3 day delay to respond to your email enquiries, and over the past few weeks we have been employing additional team members to assist you. The team as it stands today is ten times the size it was on 1 March 2020.
Can we ask you to refrain from emailing in regards to order tracking as both dusk and Australia Post are experiencing delays due to the Covid-19 outbreak.
If you need to contact Customer Service, please do so via by sending an email to email@example.com and PLEASE refrain from sending multiple emails and just be patient. We are all in this together and the team are working hard to service all the enquires. Your enquiry will be answered.
Many thanks for your co-operation.
For important Updates please read our Covid-19 page.
Free Shipping Promotion
dusk is currently offering Free Standard Shipping on orders over $150 to all Australian addresses.
Terms and conditions of the offer:
- this offer includes Standard Shipping only, and does not include Express Shipping;
- your order value must exceed $150 after discounts are applied, and also excludes shipping costs;
- excludes corporate orders;
- your delivery address must be located within Australia; and
- this offer is ongoing and is subject to change or may be withdrawn at any time;
Shop today and save!
Standard delivery within Australia
All goods are dispatched from or Sydney warehouse and are delivered by Australia Post.
Most orders are dispatched from our warehouse within 1-3 business days.
Due to the Covid-19 outbreak Australia Post are experiencing delays in their network. Upon dispatch we will send you a notification email and your order should arrive within 5 to 15 business days for standard delivery and 3 to 7 business days for express delivery.
Please note it can take longer to WA, remote and regional areas. Please note that we rely on our delivery partners to successfully deliver within their recommended service time frames.
dusk cannot be held responsible for delays within the Australia Post network.
We use AusPOST's eParcel system to deliver items Australia-wide from our Online Store in Sydney, NSW.
For Australian standard deliveries, please see below shipping charges:
- $12.95 postage and handling within Australia
- FREE delivery on orders over $150 (excludes shipping costs, corporate orders and express post)
Please note that some rural locations may take slightly longer. Once your order leaves our warehouse, you will receive an email from Australia Post with your tracking number, after which you can track your delivery. Please contact Australia Post for any inquiries about your order, as once this leaves our Online store, it is in the hands of Australia Post.
We suggest you give an address where you will most likely be during the day to receive delivery, as you will be asked to sign for the receipt of your parcel. We can deliver to all business, residential and PO Box addresses in Australia. If you are not at home at the time of delivery a notification card will be left for collection at your local post office.
For New Zealand, you should generally receive your order within 5-11 working days. Please be aware that some New Zealand orders may take up to 3 weeks, depending on customs.
Express delivery within Australia
We use the Australia Post Express Post Parcel Service to deliver items Australia-wide from our Sydney warehouse. Please see below shipping charges:
- $19.90 for postage and handling within Australia.
All Express Shipping is dispatched same business day or next business day.
Gift Card Delivery
Gift Cards are despatched from our Customer Support Office and will arrive separately from other products you may have ordered.
If your order includes a Gift Card and other products, your delivery charge will be as the above Standard or Express delivery, depending on the method you choose.
If your order only includes a Gift Card the following delivery charges will apply:
- $5.95 for Standard delivery Registered Post for Gift Cards. Generally arrives in approximately 3 - 6 working days.
Gift Cards are sent through Registered Post and need to be signed for.
If you already have a dusk Rewards Membership card when you purchase or renew your membership you will not need a new card to be delivered. You can use your existing card.
New Zealand deliveries
We currently offer standard delivery to New Zealand. Items are delivered by standard international air mail with signature on delivery. You will receive your order in approximately 10 - 21 working days from your order date.
- $19.95 for postage and handling to New Zealand
- FREE delivery on New Zealand orders over $250 (excludes corporate orders and express post)
New Zealand Gift Card Delivery
Gift Cards are despatched from our Customer Support Office in Sydney and will arrive separately from other products you may have ordered.
If your order includes a Gift Card and other products, your delivery charge will be $19.95, as above.
If your order only includes a Gift Card, your order will be sent by Registered International Post and the following delivery charges will apply:
- $15.95 for Standard delivery for Gift Card
Please be aware in some cases deliveries may take up to 3 weeks to arrive, depending on the amount of time it takes for an item to clear customs.
Please note that delivery charges do not include relevant customs duties or taxes that may be incurred, and these charges are payable by the customer. Please check with your local customs office for further information.
Refunds and Returns Policy
If you are a dusk Rewards member and you change your mind, unwanted or unused items may be refunded or exchanged within 60 days of purchase. Please email firstname.lastname@example.org (excludes dusk Gift Cards – which cannot be refunded or replaced). Provided a proof of purchase can be supplied.If you are NOT a dusk rewards customer and you change your mind, unwanted or unused items may be refunded or exchanged within 30 days of purchase. Please email email@example.com (excludes dusk Gift Cards – which cannot be refunded or replaced). Provided a proof of purchase can be supplied.
If your order arrives less than perfect please provide a photo to firstname.lastname@example.org so we can investigate and organise an exchange or refund. Alternatively you are welcome to take the less than perfect order into your local dusk store where it can be processed straight away. Please note we are unable to provide refunds or exchanges without the damaged items and proof of purchase.
For larger homeware items or for any broken glass products, please contact us via email email@example.com before going into your local dusk store.
Any MoodMist® Diffusers, Aromatherapy Diffusers or Aromatica® Air Purifiers deemed 'Faulty' and within the 1 year warranty time frame, may be exchanged or refunded, provided a proof of purchase can be supplied.
Any dusk product deemed to be 'Broken/Faulty' and within the returns time frame, may be exchanged or refunded, provided proof of purchase can be supplied.
Refunds are issued in the same tender as the original purchase. For example, if the item was purchased using a Visa card, the credit will be refunded to the same Visa card.
Can I cancel my order?
An order can only be cancelled up to the point it is despatched. We pride ourselves in despatching orders promptly, so to cancel please contact us immediately using our Contact form before the goods have left our control. You will receive an email advising you that your order has been despatched. After that point you will need to accept delivery and then return the order to us in accordance with our Refunds and Returns Policy above.