FAQs

We want to ensure that you have a great experience shopping at Duke & Snow. Therefore, we created a frequently asked questions page to help you get all the answers you need. However, if you still can’t find your answer, please contact us at hello@dukeandsnow.com . We will be happy to assist with any enquiries. Response rates vary between 1 to 2 days.

How can I make an order?

Our website is open 24hrs. To order, add the item to your cart and select the “checkout” button then follow the instructions to enter your shipping details, payment information and any comments you want to add. If you have any question or problem, do not hesitate to contact us at hello@dukeandsnow.com . We will contact you back as soon as possible.

What type of payment do your accept?

We accept payments by credit card.

When will my order be shipped?

Orders are shipped only on business days: Mondays- Fridays, excluding public holidays. 

Do you ship outside Switzerland?

Yes, we ship worldwide. For international orders, we recommend shipping with a tracking number (extra cost applies).

How long does it take for me to receive my order?​​

  • Deliveries within Switzerland usually takes 2 to 5 working days to be delivered to the destination, the time frame depends on the location. 

  • International deliveries on average can take up to 2-3 weeks. However, this really depends on the final destination, some deliveries may take less time and others may take longer.  

  • Any delays once orders have been dispatched are beyond the control of Duke & Snow.

How much does shipping cost?

  • We offer FREE SHIPPING for any order above CHF50 for Switzerland.

  • For orders within Switzerland we offer two shipping options, priority shipping and standard rate. If you would like to add tracking to your parcel, extra cost applies. 

  • For international orders, the shipping cost will depend on the destination. Shipping prices for orders are calculated at checkout.

  • For international orders, consignment tracking is offered but extra cost applies . 

Which carrier do you use?

At the moment we are only using Swiss Post for national and international deliveries.

How much duty will I have to pay?

Unfortunately, we are unable to estimate duties and taxes as the cost will vary by country. Please be advised that the customer is responsible for all duties, taxes and customs charges that may apply. 

With what currency can I purchase my order?

By default the currency will show in CHF (Swiss Francs). However, you can change the currency by clicking the currency option at the right top part of every page. 

Can I exchange or return my item?

  • We hope you love your order, but if you are not completely satisfied with your purchase we accept returns for store credit ONLY.

  • Sometimes items do not fit the way we thought it would and at Duke & Snow we want to ensure that your pup is comfortable wearing our products therefore you may return the item for exchange in sizes. This is not applicable for items on sale.

  • Any returns need to be shipped within 30 days of receipt by return post for a size exchange, only if the products: 

  1.  Have not been used or worn.

  2.  Are not soiled or damaged, and have not absorbed odours.

  3.  Have their original tags attached.

  4.  Are returned in their original packaging.

  5.  Were not discounted or sale items.

  6.  Were not received as a prior exchange.

Please note WE DO NOT REFUND SALE OR DISCONTINUED ITEMS. WE DO NOT OFFER REFUNDS DUE TO CHANGE OF MIND OR ITEMS NOT FITTING YOUR PET.

Customer is responsible for all shipping fees for the return and shipping of the new item(s).

To complete your return, contact us at  hello@dukeandsnow.com with the information below:

1) Your full name

2) Address

3) Order number

4) Reason for return

Once we receive the email we will send you the instructions for the return procedure.

Please allow up to 5 business days from the day your return is received by our online store for it to be processed. 

To view full Returns & Exchange Policy visit our Return and Exchange page.

What if I receive a faulty item?

The Duke & Snow team does a thorough inspection of all goods before they are shipped to our customers. We stand behind the quality of our products, but if you come across a manufacturing fault, please contact us at hello@dukeandsnow.com  as soon as possible. 

Refunds cannot be guaranteed without prior photographic evidence of the fault.