DUSK Return Policy: Full Guide for Bedding, Furniture & Homeware

DUSK (the UK bedding and homeware brand at dusk.com) is known for plush duvets, stylish beds, and soft, hotel-style sheets. But even when something looks perfect online, it might feel different once it arrives. Maybe the colour isn’t quite right, the bed frame doesn’t suit your room, or you simply changed your mind.

This guide walks you through the current DUSK return policy in clear, simple language. You’ll see how long you have to send things back, how small and large item returns work, what condition products must be in, and what happens if something turns out to be faulty.

DUSK Return Policy at a Glance

Here’s a quick snapshot before we go into detail:

Return window (change of mind): You have 28 days from the day you receive your order to return items to DUSK.
Condition: Items must be unused, unwashed, in original packaging and in a condition suitable for resale.
Small items: Bedding, towels, curtains, small accessories etc. can usually be returned free via Evri ParcelShop using the online returns portal.
Large items: Beds, sofas, mattresses, tables and other bulky furniture can be returned within 28 days, but there is a £39.99 collection fee deducted from your refund.
No exchanges: DUSK does not offer direct exchanges; you return first and place a new order for what you want instead.
Refund timing: Once DUSK receives your return, refunds are processed within 14 days, plus a few more days for the money to show on your card or PayPal.
Faulty items: Structural manufacturing faults reported within 30 days can qualify for a refund or replacement; within 12 months they may offer a replacement. Aesthetic issues must be reported within 30 days.
Mattresses: Covered by a 100 Night Sleep Trial with its own extra conditions.

Return Timeframes & Eligibility

Change-of-Mind Returns (Small & Large Items)

If you’ve simply changed your mind, DUSK gives you a clear window:

You have 28 days from the day you receive your order to initiate and send back your return.
This 28-day rule applies to both small items (like bedding and towels) and large items (like beds and sofas).
Anything returned outside the 28-day window will usually not be refunded unless DUSK has agreed otherwise in writing.

Small Items

DUSK classifies the following as “small items” for returns:

Bedding and bed linen (duvet covers, sheets, pillowcases, bedspreads)
Towels and bath mats
Curtains and some soft furnishings
Throws, cushions, storage baskets and similar accessories
Smaller stools and lightweight home accessories

These can be returned via the DUSK returns portal, often with a free Evri ParcelShop return option, as long as they’re unused and in full original packaging.

Large Items

Large items have the same 28-day time limit but different logistics and charges. DUSK treats the following as large items:

Bed frames and ottoman beds
Mattresses
Sofas, sofa beds and armchairs
Pouffes and large storage ottomans
Dining tables and dining benches
Chest of drawers, bedside tables, dressing tables and nightstands

These need to be collected by a DUSK-approved carrier booked through the returns portal, and there is a fixed £39.99 collection fee that will be deducted from your refund for change-of-mind returns.

Mattresses & the 100 Night Sleep Trial (Overview)

Mattresses come with a special 100 Night Sleep Trial. Instead of the usual 28 days, you get up to 100 nights to try your mattress at home under the specific trial terms. If it isn’t right for you, you can request a return or exchange within that trial period, following the extra rules set out for the mattress trial (which can include conditions about mattress protectors, condition and collection).

The 100-night trial is separate from the standard 28-day change-of-mind policy and is subject to its own conditions, so always read the mattress trial details carefully before ordering.

Condition Requirements: When Will DUSK Accept a Return?

For both small and large items, DUSK is strict about the condition of returned goods. To be accepted for a refund, your items should be:

Unused and unwashed – bedding should not have been slept in, and towels shouldn’t have been used.
In original packaging – including plastic wraps, boxes, cardboard, and branded inserts.
In a condition suitable for resale – clean, free from marks, hair, odours, or damage.

DUSK specifically recommends that you keep all packaging until you’re certain you’re keeping the item. If you throw out packaging and then decide to return something, they may refuse the refund because it can’t be repackaged and sold again.

For large items like beds and sofas, there are extra points:

Items should not be assembled or used if you plan to return them.
Once a large item has been assembled and used, it usually cannot be returned for change-of-mind reasons.
All parts and fittings must be included and in the original boxes.

How to Start a DUSK Return

Step-by-Step: Small Item Returns

For bedding, towels and other smaller items, DUSK’s process is mostly self-service:

Go to the DUSK Returns Portal (linked from the “Returns” section on their website).
Enter your order details and select the items you want to return.
Choose a return method:
- Free Evri ParcelShop drop-off (for qualifying orders), or
- Your own courier service at your own cost.
Print your returns label, or ask the ParcelShop to print it if that option is offered.
Pack items securely in their original packaging and outer box, attach the label and drop off at the chosen location.

If you use your own courier, DUSK will not reimburse postage costs, so it’s worth using the free Evri option where available and keeping your proof of postage until your refund shows.

Step-by-Step: Large Item Returns

For beds, sofas, mattresses and other bulky items, the process is slightly different:

Visit the same DUSK Returns Portal and select the large item(s) you want to return.
Confirm your details and request a collection.
Note that a £39.99 collection fee will be charged; this amount is deducted from your final refund.
Prepare the product:
- Place it back in the original packaging.
- Make sure it is clean, unmarked and in resaleable condition.
- For furniture, disassemble large items if instructed (for example, bed frames and some sofas).
On the agreed date, DUSK’s chosen delivery partner will collect your item.

DUSK does not accept large item returns arranged through other delivery partners. All large-item collections must be booked directly through DUSK’s own system.

Refunds: How and When You Get Your Money Back

Once your return reaches DUSK’s warehouse and passes inspection, they’ll start your refund:

Refunds are processed within 14 days of DUSK receiving your return.
You’ll receive an automated email confirming that your refund has been issued.
After that, allow an extra 3–5 working days for the money to show in your bank, card or PayPal account (timing depends on your payment provider).

Refunds are sent back to the original payment method wherever possible. If you used Klarna or a similar service, you may need to check your account with that provider for full details of how the refund is applied to your instalments.

Delivery & Collection Charges

It’s important to understand which costs come back to you and which don’t:

For change-of-mind returns, original delivery charges are normally not refunded.
For small items returned via the free Evri ParcelShop option, you usually don’t pay return postage.
For small items returned with your own courier, you pay postage yourself and DUSK does not reimburse these costs.
For large items, the £39.99 collection fee is deducted from your refund.
Delivery charges may be refunded if the item is being returned due to a confirmed fault or damage caused by DUSK or their delivery partners.

Faulty, Damaged or Quality Issues

DUSK treats genuinely faulty items differently from simple change-of-mind returns.

Reporting a Fault

If something arrives damaged or develops a clear fault, DUSK asks you to:

Contact their customer service team through the Help section or contact form.
Provide your order details and a clear description of the problem.
Attach photos showing the fault and the DUSK label or batch number (for furniture, this might be on the packaging or underside of the item).

They then review the information to confirm whether it is a manufacturing fault or damage caused by DUSK or their suppliers.

Faulty Items: Timeframes & Remedies

If there is a structural manufacturing fault and you report it within 30 days of delivery, you’re normally entitled to a full refund or a replacement.
If you report a structural fault after 30 days but within 12 months, they will usually arrange a replacement rather than a refund.
You have 30 calendar days from delivery to report aesthetic faults (for example, marks, dents, stitching issues or other visual defects).
Aesthetic faults reported after 30 days will not usually qualify for a refund or replacement.

DUSK also notes some exclusions. They won’t cover:

Damage caused by misuse or negligence
Issues caused by unauthorised alterations or adjustments
Minor imperfections that fall within normal industry standards for that type of product
Items that have been altered or adjusted in a way that affects their structure

Large furniture items must be disassembled before collection when they are being returned under a fault claim, unless DUSK or the carrier has agreed something different in writing.

When DUSK May Refuse a Return

Even within the 28-day period, DUSK can decline a refund in certain situations, for example:

The item has been used, slept in, washed, or clearly tried for an extended period.
Original packaging is missing or badly damaged, so the item cannot be repackaged for sale.
The product shows signs of wear, stains, odours, pet hair, or other marks.
A large item has been assembled and used, and you’re returning it for change-of-mind reasons rather than a fault.
The return request is made after the 28-day period for change-of-mind, and no special agreement has been made.

Practical Tips for Smooth DUSK Returns

Open your parcel carefully: Don’t rip packaging apart; keep boxes and bags intact in case you need to send something back.
Check items as soon as they arrive: Confirm sizes, colours and styles work for you while you’re still well within the 28-day window.
Keep packaging until you’re sure: Only recycle or throw away packaging once you know you are keeping the item.
Use the returns portal: It keeps everything in one place and gives you access to free Evri small-item returns and tracked labels.
Take photos of faults quickly: If something is damaged or defective, clear photos and prompt reporting make the process much easier.
Read the mattress trial terms: If you’re buying a mattress, look over the 100 Night Sleep Trial rules before ordering so you know exactly how it works.

DUSK Return Policy – Quick FAQ

How long do I have to return something to DUSK?

For most products, you have 28 days from the day you receive your order to return items for a change of mind, as long as they’re unused, unwashed and in original packaging. Mattresses have a separate 100 Night Sleep Trial with extra conditions.

Are returns free?

Small items delivered by Evri can usually be returned free of charge via the DUSK returns portal and Evri ParcelShop. For large items, there is a £39.99 collection fee that is deducted from your refund. If you use your own courier for small items, you pay that postage yourself.

Does DUSK offer exchanges?

No, DUSK does not process direct exchanges. Instead, you return the unwanted item for a refund and then place a new order for the product or size you prefer.

What if my order is faulty or damaged?

If your item arrives faulty or develops a problem, contact DUSK with your order number and photos of the issue. Structural faults reported within 30 days can usually be refunded or replaced; within 12 months they may offer a replacement. Aesthetic problems must be reported within 30 days.

Will DUSK refund my delivery charge?

For change-of-mind returns, delivery charges are normally not refunded. If you are returning an item because it’s faulty or damaged and DUSK accepts responsibility, they are more likely to cover delivery or collection costs as part of the resolution.