FAQ | dUCk
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Frequently Asked Questions

For sure I got the As to your Qs! For anything else you need help with, let us know right away. Call our customer service line at +603 2723 2101 or email us at [email protected]

Popular Questions

You can subscribe to dUCk’s newsletter and follow us on Instagram at @theduckgroup and @duckcosmetics – that’s where I’ll keep you updated!

We do get restocks for dUCks, excluding Limited Edition collections, so subscribe to dUCk's newsletter and follow us on Instagram at theduckgroup and duckcosmetics – that’s where I’ll keep you updated!

We have multiple ways for you to securely make payments online.

1. Online banking (FPX)

2. Credit & Debit Card (Visa & Mastercard only)
All our payment gateways capture payments in Malaysian Ringgit.
For international cards, you may be subject to a currency-conversion fee from your card issuer. We recommend consulting your credit card provider for information on any applicable fees.

3. PayPal
If you pay through PayPal, PayPal will provide automatic currency conversion based on the current rate for MYR. Kindly note PayPal's currency conversion fee is added to the exchange rate, set by an external financial institution. Contact PayPal directly for more details regarding how they determine their currency conversion rates and fees.

4. Grabpay
For Malaysian Users only with a maximum spend of RM500.00.

5. hoolah
This is a payment option that allows you to get the items you need via a 3-month installment plan with 0% interest. You can use either debit or credit cards from any banks to make your purchase. Do note that it is only valid for residents of Malaysia only and for orders of RM150.00 and above.

Select hoolah as your payment option and we’ll help you divide the total amount into three interest-free installments. Pay only 1/3 of the amount upon checkout and receive your items first.

You can read more on hoolah.

6. Maybank EzyPay Installment Plan Payment (IPP)
This is applicable to all Visa, MasterCard or American Express Credit Cards issued by Malayan Banking Berhad (Maybank) for orders of RM500.00 and above. You get to enjoy a 6-month installment plan with 0% interest. To opt for this option, you will need to choose Maybank EzyPay IPP as the payment method during checkout.

Orders

First step is to register with us as a member by clicking here. Once you have found the dUCk you want, click ADD TO CART button.

Then, you can either click on the Continue shopping button or review the items in your cart by clicking on View cart & checkout.

When you're done shopping, click PROCEED TO CHECKOUT to complete your order. If you have a discount code you'd like to use, apply it before you check out.

Our discount codes are made for registered dUCkies only. So create an account when you shop with us, you must be logged in for the discount code to work.

Do note that:
- It's applicable for only once in a single receipt.
- Discount codes cannot be combined.
- Cash vouchers and store credit are not exchangeable for cash.
- Fashion Valet Sdn. Bhd. has the rights to amend the terms & conditions at any time.

You can't, you'll have to make another order!

Yes, you can. However, do note that all refunds for cancellation will be in store credit. If it's too late to cancel your order, we will need to ask you to return the items and you will be reimbursed in the form of store credit. Find out more at Returns and Exchanges.

In most cases, orders are automatically cancelled if we do not receive payments from you via the payment gateways. However, if the amount has been deducted from your bank account, kindly email us at [email protected] and we'll sort it out right away!

Our customer service team are more than ready to help you. Email us your order ID at [email protected] or call +603 2723 2101.

Registration and Online Account

You don't, but it's a total game-changer! Registering helps speed up the ordering process for you as your billing and shipping details are stored. It also allows you to keep track of your current and past orders, as well as payment status.

You can register by filling in your details at the Sign Up page on website or mobile app.

No, not unless you sign up to dUCk's newsletter. I spill the deets from time to time on our new arrivals, exclusive discounts, promotions and flash sales.

If you’ve forgotten your password, just click the ‘Forgotten Your Password’ button and it will be emailed to you right away. If you still didn't receive an email, write to [email protected] and my team will assist you promptly.

The promise is confidentiality. We want to make sure you’re safe and secure when you’re shopping with us online. Rest assured we do not sell nor disclose any customers' personal information to other parties for any purposes.