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 as well as your delivery post code.

If you have received a tracking number from New Zealand Post, please refer to the New Zealand Post website https://www.nzpost.co.nz/tools/tracking 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 .

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 Customer Service team 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.

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 service 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 Returns & Refunds.

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 Returns & Refunds 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 is listed on the ASX trading under the code of DSK.

Please refer to our investor centre for more information.

Does dusk offer lay-by In Store?

No, we do not offer lay-by in our stores, but we do offer AfterPay In Store and Online.

Gift Cards

How do I purchase a dusk Gift card?

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

  • dusk online sells Digital Gift Cards which can be emailed to a friend with a message or greeting. We can also send it for you via email on a date you schedule in the future. Digital Gift Cards can be redeemed Online & In Store.
  • Physical Gift Cards can be purchased in store and are redeemable Online & In Store, to find a nearest store please visit our Store Locator page.
How long do I have to use my Gift Card before it expires?

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

dusk rewards members receive a Welcome Voucher on sign-up and a Birthday Voucher each year on their birthday.

  • Welcome vouchers are valid for 30 days from the date of issue.
  • Birthday vouchers are valid for 30 days from the date of issue and require a minimum spend of $40.

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.

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?

dusk Gift Cards can not be replaced if lost or stolen, so please treat your dusk Gift Card like cash. dusk Gift Card's cannot be exchanged for cash or be 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.

Can I use a Gift Card with my AfterPay purchase?

Unfortunately not. dusk Gift Cards and AfterPay can not be be combined to pay for a single transaction.

Can I purchase a dusk Gift Card using AfterPay?

dusk Gift Cards can not be purchased using AfterPay as the payment type.

dusk Rewards

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;
  • $15 welcome voucher valid for 90 days;
  • $20 birthday voucher valid for 90 days (min spend $40);
  • 60 day free returns; 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 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 the dusk 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 members accidentally unsubscribe from receiving our latest offers and news.

Please let the dusk 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. To shop online and receive your dusk rewards discounts 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.

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

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.

When you have receive 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.