PRODUCT
How do I take care of my Dutywear product so it lasts longer?
All of our fabrics are tested to ensure they perform. Washing instructions can be found on the care labels inside your garment, follow them carefully & you will enjoy them for longer.
How do I choose the right size?
Our size guides are linked to every product & have been developed so you can easily select your correct size
How do I measure my body? How do I know how things will fit?
With a measuring tape held comfortable and not too tight or too loose, use the chart below. Every item description provides a detailed and precise size chart that will help you understand how each piece fits.
Where are Dutywear products manufactured?
Dutywear® brand is part of the growing network of Emile Rassam Image Clothing. Our products are designed and created exclusively in-house at our premises in Lebanon, to ensure consistency and high standards are maintained.
Do you offer any branding for Dutywear uniforms?
We can customize selected items, such as Chef Jackets, Lab Coats & Scrubs. To make your embroidery selection, please click on the Add embroidery (link) next to the product.
Does Dutywear mask offer enough protection against Covid 19?
While Dutywear masks are not intended for medical use, they help to reduce the spread of Covid 19. It is recommended to wear face masks and covering during all times in public places, or whether the 2 meter distancing is difficult to maintain.
Are Dutywear products environmentally friendly?
With the fast diminishing of natural resources, our company is utterly committed to waste management, reuse and recycle, as well as reducing our own water and electricity consumption.
Why is the color of my Dutywear product not the same as the picture?
Despite every effort to display accurate colors of each of our products, actual colors may slightly vary, due to monitor settings or photo capturing lighting sources.
What if an item is not available?
If a particular item is sold out, you can periodically check back the stock update, or you may register in the sold out section next to each product), and we will let you know as soon as it becomes available.
Who can I contact for assistance with my Dutywear product?
Our Dutywear® customer service agents are available to assist you every step of your shopping journey. You can reach out to us by clicking on the Help button at the bottom of your screen.
ORDERING AND PAYMENT
Can I amend or cancel my order after I already placed?
We process your order in a very speedy manner; however there is a short grace period after the purchase is made that you still may cancel by clicking the button Cancel Order, if it appears active.
For orders that have already been shipped, you can simply send us back the garments in their original packaging using the return form enclosed with your order, with full refund.
For information on return options please see our Return & Exchange policy
We are unable to amend your order once the purchase has been processed. You must therefore ensure that all the details about your order, as well as shipping and billing address are correct, prior to confirmation and payment.
Please note personalized items cannot be cancelled or returned.
Why is my transaction still pending after I placed my order?
The amount of your purchase will be withdrawn once your order is placed.
Some banks may show both a pre-authorization and actual charge. This amount will be automatically released. In case there has been delay, please contact your bank to expedite the release the pre-authorization charges.
I cancelled my order, but already the payment is deducted, how do I get refunded?
If the cancellation of your order occurs after the shipment dispatch, we kindly ask you to return the goods by using the return form enclosed with your order. The total amount of your purchase will be fully refunded up to 14 days from the receipt of the returned order. Shipping costs for the return of a product are the customer's responsibility. We offer free returns at our designated drop off points, please visit our Return & Exchange policy for contact details.
Where are my account settings?
You can at any time access your account by clicking on My Account. A detailed structured list of your saved information, order activities and history allows you to effortlessly browse, modify and continue shopping.
Can I use more than one credit card for purchasing?
In order to protect the privacy of our customers, we do not save card information on our servers. You cannot use multiple credit cards for one purchase.
When will my payment be charged?
Payment is collected upon placing your order.
Some banks may show both a pre-authorization and actual charge. This amount will be automatically released. In case there has been delay, please contact your bank to expedite the release the pre-authorization charges.
Why are there multiple charges on my card?
Some banks may show both a pre-authorization and actual charge. This amount will be automatically released. In case there has been delay, please contact your bank to expedite the release the pre-authorization charges.
How to add a payment method?
You may choose your preferred payment method by clicking on the desired option in the checkout page.
Why is my credit card not working?
Your payment might not be accepted if the billing address you have entered is different from the same on the credit/debit card you used for purchasing, this measure is taken to protect both customer and ourselves.
If the billing address is correct and your card is still declined, please ensure the three digit code is entered correctly.
Alternatively you may contact your bank for additional queries.
What forms of payment do you accept?
We accept all major credit cards such as Visa, Mastercard.
You can also wire a direct bank transfer to Dutywear account by selecting the preferred option in the checkout page.
I received a coupon code, how do I apply it?
You may enter your coupon code in the designated field in the checkout page.
SHIPPING AND DELIVERY
Free shipping?
We appreciate our customers by offering a free shipping delivery for orders above $150. Customs fees and charges may apply at the destination.
What are the shipping options?
We ship internationally via DHL with a standard shipping timeline of 4 to 6 business days.
We offer pick up option from our Headquarters to customers located in Lebanon.
Domestic deliveries are processed by our company logistics team.
What do I do if my order gets lost?
All items purchased from Dutywear® are shipped according to a shipping contract. In case you are not able to track it on your account page, we will be happy to step in. Please contact our customer service here support@dutywear.com.
When will I receive my order?
The standard delivery timeline is between 4 to 6 business days. Should an unexpected delay is encountered, our customer service team will be happy to assist you. Contact customer service here support@dutywear.com.
How can I track my order?
Once your order has been placed, you will automatically receive a confirmation by email. Upon the dispatch of the order from our facilities, you will receive an additional email with the tracking number of your shipment.
Do you ship to P.O. Boxes?
We are unable to apply shipping to P.O. Boxes at this time. Please contact customer service here support@dutywear.com.
Can I reschedule my shipping?
We are unable to modify the shipping schedule, once your order is dispatched. In case your order has not left our premises, you can contact Dutywear® customer service support@dutywear.com to reschedule its dispatch.
What happens if I am not there at the time of the delivery?
If you are not available at the time of the delivery, you will receive an email notification of the date and time we attempted delivery. Delivery will be attempted two times, before the parcel is returned back to us.
RETURN AND REFUND
What is the return policy?
Enjoy worry-free shopping; our standard return policy for everything you buy from our website is 14 calendar days. If the item is unused, in its original packing, we’ll be happy to exchange or refund in full. Please fill in the return form enclosed with the order.
What is the status of my refund?
Once we receive your return and process it, the garments will be inspected and we will issue a refund to your payment method. You will receive an email notification – it might take up to 10 additional days for the funds to be reflected in your account.
Do I need to pay for my return?
We offer free returns only to the designated drop off points in our offices in UAE, Saudi Arabia, Kuwait and Lebanon.
Shipping the goods you wish to return is the responsibility of the client. For this reason, you can choose the company and the service you want to send the products you want to return. It is not at all necessary to send the items through express or courier service, the choice of the shipment type depends on each client.
ACCOUNT AND PRIVACY
How safe is my personal information on your website?
Maintaining the security of your data is our priority, and we are committed to respecting your privacy rights. We use advance cybersecurity controls to protect customers and ourselves from external attack or unauthorized access. Click here to view our Privacy Policy.
Why do I have to enter my phone number?
Your phone number might be requested by the logistics team to facilitate the delivery.
What to do if I forgot my password?
To receive a reset link, simply enter your email address linked to your account in Forgot Your Password page
What to do if I no longer have access to the email I have signed up?
Login to Dutywear, using your sign-in email and password, and change your email address in My Account page. You will be prompted to enter and very your new email address.
In order to sign-in to your account, please use your updated email address.