Please have a look at our frequently asked questions.
What should I do if something in my order is damaged?
If you received a damaged product you should contact our customer service at firstname.lastname@example.org.
If your parcel is damaged upon delivery, take a picture of it before opening. Do the same if the item is damaged. Send either or both pictures when contacting via email.
You will be able to return the damaged items and get an exchange product free of charge.
What should I do if I have received an incorrect item in my order?
You can return your item free of charge. Please reach out to email@example.com and we will be able to provide you with further instructions.
What do I do if I have any complaints about a product?
We have a 30 days warranty for faulty items. If you want to make a complaint, please contact our customer service at firstname.lastname@example.org. Include the pictures of a damaged item in an email as well as the description of what happened. The proof of purchase by receipt or the order details is mandatory.
Can I make a complaint if my item is bought through one of your resellers?
If you bought any of our products from one of our resellers, please reach out to us at email@example.com within 30 days. Upon issuing a complaint, please note that a proof of purchase is required.
Why haven’t I received an order confirmation yet?
You will automatically receive an order confirmation by email soon after you have placed your order. Please note that it could also end up in your spam folder.
If you still you haven’t received the order confirmation after 24 hours, we kindly ask you to contact our customer service at firstname.lastname@example.org.
Returns & Exchanges
Can I return my order?
Ducktail Raincoats wants you to be excited with your new purchase. However, if you need to return an item, please keep in mind these few important things:
• You have 30 calendar days to return an item counting from the date you received it.
• Only items that have been purchased directly from Ducktail Raincoats online, can be returned to Ducktail Raincoats. Ducktail Raincoats products purchased through other retailers must be returned in accordance with their respective returns and refunds policy.
• Please make sure the item you return is in its original condition, tags and packaging included, otherwise we will be unable to accept your return and issue a refund. FAULTY GOODS
If you receive faulty goods, you may also have a right to return these goods and to ask us to repair or replace them or get a refund.
Please return your item(s) within 30 days after finding the fault, and remember to get in touch before returning. You can do this by email email@example.com.
Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund.
How do I return my order?
Please reach out to firstname.lastname@example.org and we will provide you with further instructions.
Do you cover my shipment cost?
We do not offer to cover the return-shipping costs. You will bear the shipment cost unless your product is faulty.
When will I get the replacement order?
Please expect a replacement product to be shipped between 2-5 working days from when we process your return.
When can I see the refund on my account?
We will process your request as soon as we receive your parcel, and you will receive an email notification shortly after. Please expect a refund within 14 days from when we process your return.
Stock & Gift Cards
Which size should I order?
Ducktail products tend to run on the larger size, as they are designed to include room for layering underneath. The exact measurements can be found in our size guide here.
I lost the belt to my Women's Long Raincoat. Can I order a new belt?
Yes, you can. Please email us at email@example.com to order a new belt. The price is 25€ plus shipping.
My size is out of stock – what are my options?
If a color or size is out of stock, you can choose to be notified if/when the item is back in stock.
We advise you to fill out a contact form to be notified.
How do I receive a gift card which I purchased?
You can purchase a gift card hereand choose whether you want it to be sent printed or online.
How do I redeem a gift card or a discount code?
You can use your gift card or discount code for any order placed on our website. Please apply it before continuing to payment and check to make sure it was properly applied. Discount codes are only valid until it is stated and are not valid for the items with already reduced prices. The gift card can only be used at our online shop www.ducktail.eu and cannot be cashed out in part or in full.
Product & Care
What is water column pressure?
Water column pressure measures the hydrostatic pressure that is required to penetrate a given fabric. The higher the value, the more water-resistant a fabric is, and the more water pressure it can withstand. Our material is tested to withstand up to 10 000 mm of hydrostatic pressure.
Is raincoat's fabric breathable?
Yes, breathability of our fabric is 6 m².Pa/W
How do I care for my product?
Gently clean the dirt spots with a damp cloth adding soap if needed. When in need of washing the lining, wash by hand. Regular care prolongs the longevity of our products, though excessive cleaning in not recommended.
Can I machine wash my Ducktail products?
We do not recommend to wash Ducktail products in a laundry machine due to soft lining inside.
Can I iron my jacket?
We recommend to steam Ducktail products. However, if needed outer layer can be ironed with maximum 110°C heat.