Frequently Asked Questions

Find answers to all your questions here! If there’s anything else you need help with, let us know right away. Contact our customer service or email us at

General Enquiries

How do I activate my account on the new platform?

There are two ways for you to activate your account on our site:

1. Click on the activation email we sent you. If you have trouble finding the email in your inbox, click on the 'Resend activation email' button, which you can find on the My Account page.

2. You can also create a new account using the same email address you have registered with us on our new-enhanced website. If you are browsing our website, click on the 'Create an account' button or click this link for faster access. For our dUCk app users, find the 'Sign Up Now' button to register.

How do I view my reward points?

Once your account is activated, you will be able to view your rewards at the checkout page for redemption on both our dUCk App and the website or click on this link.

Why do I see 0 points on rewards? What happened to my previous points?

Rest assured, your points have been migrated. If you are browsing on our dUCk App, you will be able to see your Reward Points and Store Credits balance at the ‘Payment’ stage on the checkout page.

If you are on the dUCk’s website, you will also be able to see your Reward Points and Store Credits balance at the checkout page or simply click on this link. Please note that you need to log in to view your available points.

Do I need an account to place an order?

No, all you need is an email address. However, you are welcome to create an account with us to enjoy our member-only offers and other perks.

To sign up, click on the ‘Login’ button at the top of the page or find the ‘Sign Up’ button at the bottom of the page. Fill in your first name, last name, email address, and password to register - as simple as that!

What do I get if I join as a member?

Upon successful account activation, you will get to enjoy these benefits:

  • 15% welcome coupon
  • 15% voucher on your birthday
  • Collect and redeem points
  • View your order history
  • Update your account information
  • Stand a chance to be invited to our exclusive events

Make sure you subscribe to our newsletter to receive the latest updates on new product launches, restock items, and our member-only exclusive promotions.

I’ve forgotten my password, what should I do?

Click on ‘Forgot Your Password', and you will receive an email to reset your password. If you did not receive the email after a few trials, write to, and our team will assist you as soon as possible.

Can I delete my account?

Yes, you can delete your account by writing to our team at Once an account is deleted, you will not be able to retrieve and also lose your order history, reward points, and store credits.

Kindly note that you can only use the same email address to register for an account with us after 30 days from the account deletion date.

How do I be a part of the dUCkie Community?

You are officially one of the dUCkies, given you are already here! Find updates on our upcoming events, promotions, and more at our official Instagram, TikTok, and Telegram.

Orders & Payments

How do I place an order?

Do get started by making it official and register as a member here. There are more shopping perks for you to enjoy as a dUCkie. Otherwise, you may proceed with Guest Checkout.

To shop, add the desired items to your cart. You can continue shopping, or if you are ready to check out, click on the bag icon on the top-left and ‘Checkout’. Before continuing to pay, kindly fill in and review your details, shipping address, and phone number. Proceed to choose the shipping and payment method to complete your order.

What payment methods do you accept?
  • VISA
  • Mastercard
  • American Express
  • PayPal
  • Billplz (Online Banking)
  • GrabPay
  • Atome - 3 interest-free instalments

Can I opt for Cash On Delivery (COD) for my order?

Unfortunately, we do not provide COD service at the moment.

Can I adjust my order information after successful payment?

Order information cannot be changed once you have completed your order. Please contact our customer support at for further assistance.

How do I cancel my order?

If you have an issue with your order, email us at, and we will assist you accordingly.

Why was my order cancelled?

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, and we will sort it out promptly.

What do I do if there is a problem with my order?

Our customer service team is more than ready to help you. Email us your order ID at or call +603 2730 2101.


How much will I be charged for delivery?

Please refer to our shipping information page for more details on our delivery charges.

Do you offer Same Day delivery?

Yes, we offer a Same-Day delivery service for our customers residing in Klang Valley, Malaysia. Choose GrabExpress at checkout before 2PM, available from Monday to Friday except for public holidays, and get your orders within 4 hours.

When will I receive my item?

Once your order is confirmed, we will send it within 1-3 working days. Depending on your location, it can take up to 10 working days for you to receive your order. Find more information here.


How do I earn Reward Points?

Place an order and you can start collecting Reward Points. For every MYR 1 spent either online, in-store, or using our dUCk App, you are eligible for 1 Reward Point.

You can check your available Reward Points by clicking on the floating ‘Rewards’ button on the bottom-left of the page.

How to redeem my Reward Points?

Click on the floating ‘Rewards’ button on the bottom-left of the page. You can see a summary of your balance points and any gifts you have redeemed. If you have yet to claim any of your Reward Points, click on the ‘Claim Rewards’ button, and you can choose the exact amount you wish to convert.

Do Reward Points expire?

We have sent a reminder emails  to all dUCkies to utilize their reward points before 29 February 2024, 11.59PM as after this date, the loyalty programme will be phased out in lieu to new loyalty programme which will be introduced soon. Stay tuned.

Can I transfer my Reward Points balance?

Unfortunately, Reward Points are non-transferable and non-refundable.

My order has been cancelled, and my Reward Points are missing, what do I do?

Kindly contact our customer support at or call us for further assistance.

What happens to my previous reward points and store credits?

Worry not, your existing reward points and store credits will be migrated over. You are also able to redeem your points here It will also be reflected for use on the checkout page.

Returns & Refunds

What is dUCk’s returns policy?

We accept returns within 30 days after you received your parcel for a full refund, except for final sale items, personalised items and if otherwise stated.

To be eligible for returns, you need to make sure the:

  • Items must be unworn, unwashed, and undamaged
  • Items are in their original condition with all tags attached
  • Original packaging included together with any dust bags, ribbons, or tissues

Due to our strict hygiene policy, we are not able to accept returns on cosmetics or essential items such as face masks, mask accessories, hand sanitisers, and wipes. Scarf inners or under caps are not returnable too.

We reserve the right to reject any returns and refunds that are deemed suspicious at our absolute discretion.

How do I return an item?
  • Go to the ‘My Account’ page and click on ‘Return’ for a logged-in customer. If you placed an order as a guest, enter your order guest details here.
  • Locate your order ID containing the item you wish to return and click ‘Return’.
  • Choose possible reason(s) for returning and how you wish to get your refund.
  • Ship the item back to our warehouse at

Warehouse E-commerce iStoreiSend
Kontena Nasional,
Batu 9, Jalan Klang Lama, Seri Setia,
46000 Petaling Jaya, Selangor

Kindly allow 1-3 working days for us to process your return request after we receive the item at our warehouse.

You can also visit our stores to return your order. If you opt for an exchange, please note that you are allowed to do so once.

Enjoy free returns when you drop the item at any of our stores available in Malaysia and Singapore or by sending your return item via PosLaju (valid for Malaysian customers only). If you opt for the other courier services, you will have to bear the cost of returning the item to us.

What is the refund process?
  • Please allow 1-3 working days for us to process your return request from the date we receive your parcel.
  • Make sure there is no damaged or an item missing from your return for you to get a refund.
  • All returns will be refunded via your original payment method or bank transfer
  • Any usage of Reward Points will be non-refundable once the item is returned
  • Refunds can take up to 14 days, depending on your payment provider. You may email us at for further assistance

Faulty Items

If the item is incorrect, damaged, or faulty when delivered to you, we’ll arrange a return and figure out a solution for you. Write to us at as soon as you can.


Can I return a personalised item?

We do not allow returns or exchanges for any personalised item. Make sure to double-check your order before you proceed to payment.

What is the policy for defective personalised items?

We will not be able to accept returns unless the item is incorrect, damaged, or faulty when delivered to you. Please email us at, and we will assist you accordingly.

How long does it take to get my personalised order delivered?

Please find the expected time taken for personalised order to be delivered as follows:

  • Embroidery: 1 - 5 working days
  • Hot-Stamping: 1 - 5 working days
  • Engraving: 1 - 5 working days


What is a pre-order?

Occasionally, dUCk will release a pre-order collection where you get to purchase our exclusive pieces before we make them available to the public.

How long will it take to get my pre-ordered item?

If your order contains the Barbie™ The Movie x dUCk, it will be fulfilled by 30th August 2023. As for D Monogram dUCk (Pink Series), it will be fulfilled by 13th September 2023.

Preorder fulfilment for The Palestine dUCk will begin on 31st October 2023.

You will be notified via email regarding the delivery of your pre-ordered item. Should you need further assistance, contact us at

When do I have to pay?

You will have to pay in full when placing your pre-order item.

Can I cancel or return a pre-order item?

Cancellation and return is not allowed for pre-ordered items. However, if there are any issues with your order, email us at

Size Guide

How do I find the perfect fit?

It is a hassle returning your order because of the wrong size. To avoid that, we have curated a 'Sizing Guide', which you can find next to the available sizes on each product page.

I ordered the wrong size, can I return my order?

Yes, you can. Please refer to our Return Policy, or you can contact our team at

Promotions and Vouchers

Terms & Conditions for offers and promotions

In general, these conditions apply to all our campaigns and promotions:

  • The promotion is only valid on selected items
  • Purchases made during sales or promotions are final and non-refundable
  • Items bought during the promotional period are not eligible for cancellation, returns, refunds or exchanges
  • Offers cannot be combined with any other ongoing promotions
  • The promotion is available for a limited time only, and we reserve the right to end it without prior notice

We are currently running these campaigns on dUCk with which the T&Cs above are applicable:

  • Eid Special

Ended Promotions:

  • Celebrate Besties
How do I apply my coupon code?

We offer coupon codes from time to time. To apply, enter the coupon code at the checkout page, and you will see the new discounted price if the coupon is valid.

What are the coupon code restrictions?

Most of our coupon codes are not stackable. You can only use one code in one transaction.

Why is my coupon not working?

There are various possible reasons for this, which include:

  • You have not met the minimum spending requirement
  • Products in your cart are not eligible for the promotion
  • There might be a typo when entering the code
  • Get the 15% welcome coupon by subscribing to our newsletter
  • The coupon is valid on your first purchase with no minimum spend required
  • The coupon is applicable to all products except sales items
  • The coupon is valid for a one-time usage
15% Birthday Voucher
  • Receive a 15% birthday voucher on your birthday by subscribing to our newsletter
  • The coupon is valid for 30 days starting from the issuance date and time
  • Valid for a sitewide purchase with no minimum spend required
  • The coupon is one-time usage and can be redeemed via or the dUCk app only
STORE PICK UP: 10% OFF your next purchase in-store

For you to receive the 10% voucher, you will have to:

  • Opt for store pick-up at checkout
  • You will receive the voucher from our retail staff after collecting your parcel
  • The voucher can be used at any dUCk stores in Malaysia and Singapore
  • The voucher is valid for seven (7) days from the date you self-collect your parcel
  • The voucher is not applicable to Limited Edition collections and sale items
You review, we reward
  • To be eligible, you will have to write a genuine and honest review on your recent dUCk purchase(s)
  • 100 points will be awarded based on the quality and relevance of the review, as determined by dUCk in its sole discretion
  • All reviews submitted for the Promotion will be subject to approval by dUCk
  • Points will be credited directly to the eligible accounts 2 days after submission
  • Reviews that do not meet dUCk's review guidelines will not be eligible for points
  • dUCk reserves the right to disqualify or remove reviews that are deemed fraudulent, spammy, or in violation of any applicable laws or regulations
  • Points have no cash value and cannot be transferred or exchanged
  • dUCk reserves the right to modify, suspend, or terminate the Promotion at any time, for any reason, without prior notice