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:
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.
You can contact the Customer Service team via email or live chat which is available during business hours 10am to 7pm - Mon to Fri.
Please allow a 1 business day for a reply to emails.
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.
To find your nearest dusk store and our trading hours, please visit our Store Locator page.
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.
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.
For all orders – please visit our Refund & Exchange Policy page for more information.
Think you’ve got the passion, inspiration and motivation to join the dusk Team?
Find our current positions on our careers page.
Yes. dusk is listed on the ASX trading under the code of DSK.
Please refer to our investor centre for more information.
No, we do not offer lay-by in our stores, but we do offer AfterPay In Store and Online.
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.
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.
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.
Please visit our Gift Card Balance Checker and enter your Gift Card details.
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.
You can use up to 10 dusk Gift Cards in one single transaction.
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.
Yes. The refund will be processed as a new Gift Card.
Unfortunately not. dusk Gift cards and AfterPay can not be be combined to pay for a single transaction.
dusk Gift Cards can not be purchased using AfterPay as the payment type.
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 $15 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 30 days;
- $20 birthday voucher valid for 30 days (min spend $40);
- 60 day free returns; and
- access to exclusive member events;
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.
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.
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.
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.
Please email the dusk Customer Service team with your name, email address and order number, and they will adjust your order.
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.
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.
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:
- Create account.
- From the My Account page, enter your dusk Rewards membership card number.
- 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.
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.
To update your details, please log into your Online Account and you will be able to update your details through the Account Dashboard.