FAQs
How do I contact Duplay?
Email us
If you have any questions about your order click here to email us and we will respond quickly.
By Phone
Call 0871 2022700
Sales: Monday to Thurs 11:30am – 3pm
After Sales Support: Monday to Thurs 11:30am – 3pm
What is Duplay Returns Policy?
Delivery discrepancies: any delivery discrepancies must be reported as soon as is reasonable after delivery – preferably within 24hrs. On arrival, if packaging appears damaged it is recommended that this is marked on the delivery note before you sign.
Missing orders:
On delivery: should an item be missing or appear to not be delivered then we request that you notify us as soon as possible – preferably within 24hrs of initial receipt of delivery.
On assembly: should a part appear missing from an item please report the item that is missing the part along with a description of part you believe to be missing.
On both the above instances replacement goods will be despatched asap.
Faulty goods:
Damages: must be reported as soon as is reasonable after the delivery – preferably within 24hrs of receipt of goods.
Under Warranty: in the first instance please report the fault to us with a full description of alleged fault, including images of the fault to click here to email us. If the fault is deemed to be a manufacturer fault and the item is under guarantee then we will replace the faulty item FOC (free of charge).
Not under Warranty: in the first instance please report the fault to us with a full description of the alleged fault, including images of the fault to click here to email us. We will then contact you with a price for replacement parts.
Unwanted goods / wrongly ordered: Duplay will deduct from any refund the cost of recovering goods from customers. This is typically £36.00 per item and is the direct cost to Duplay of recovering the item. You should always contact us if you are unsure if you can return an item to us. If you have a return please click here to email us for it to be processed.
This policy is subject to change at any time without notice.
What are Duplay’s delivery times and rates?
Delivery is usually 2-3 working days, although this cannot be guaranteed. The rate for shipping will be shown when placing an order, although some delivery areas will incur and additional surcharge. Please call 0871 2022700 if you need a price for delivery.
Can I pick up my order from Duplay shop/office?
We do keep some stock at our warehouse, if you would like to discuss collection of an order, please call 0871 2022700.
How do I cancel my Duplay order?
In the first instance please click here to email us with your change or cancellation details. If your order has not yet been received then the change or cancellation will possibly be free of charge. However if you have received the order and you wish to change or cancel goods we will apply a charge based upon the direct cost to recover and/or redeliver the goods. We also request that changed or cancelled items are returned in their original packaging.
What is Duplay office address?
Address
Duplay
56 Hambling Drive
Beverley
East Yorkshire
HU17 9GD