Help & FAQ
How can we help?
Quick guides and answers for shopping with Duo, online, in store and live.
Guide
Using your store credit
Store credit doesn't expire and can be used in store, online or in the Duo app.
- Check out with the same email address your store credit is tied to.
- In the payment section at checkout, look for the "Apply store credit" checkbox.
- Check the box and your balance is applied to your order.
Don't see it? Email info@duocouturewi.com and we'll help.
Guide
Choosing shipping or pickup
At the top of checkout, choose Ship or Pickup.
- Ship: $5.99, or free on orders over $100. Orders ship within 1–2 business days.
- Pickup: free at our store, 445 Cardinal Lane, Suite 105, Green Bay. We'll email you when your order is ready.
Orders & shipping
How do I know my order is confirmed?
You'll get a confirmation by email or text, depending on what you entered at checkout.
When will my order ship?
Orders are processed and shipped within 1–2 business days. Custom graphic orders take 7–10 days. Once your package is with the carrier, delivery times are up to them.
How do I track my order?
Log in to your account to see your orders and tracking, or use the tracking link in your shipping confirmation email.
Can I change my shipping address?
Email info@duocouturewi.com right away with your order number and the new address.
Do you ship internationally?
Not at this time. We currently ship within the US only.
Returns
What's your return policy?
Start a return within 14 days (from delivery, or from your "ready for pickup" email). Approved returns are issued as store credit. Items must be unworn, unwashed, scent-free, pet-hair free and have tags attached. Sale items and Self Care products (Aura by GEM and Winter Creek Farms) are final sale.
How do I start a return?
Log in to your account, open your order and request a return. Then ship it back, or drop it off in store during business hours. Return shipping is paid by the buyer.
My item arrived damaged. What do I do?
Let us know within 3 days of receiving it using our damaged item form and we'll make it right.
Pay over time
Can I split my purchase into payments?
Yes! At checkout, choose Shop Pay Installments (4 interest-free payments) or Sezzle (5 payments) to split your order. You'll see estimated payment amounts on every product page.
Duo Bucks rewards
How do Duo Bucks work?
Earn $5 back for every $100 you spend, plus a birthday treat and VIP perks the more you shop. See my rewards
Is store credit the same as Duo Bucks?
No. Store credit is issued for approved returns and is applied at checkout. Duo Bucks are rewards you earn by shopping and redeem in the rewards panel.
Live shopping
How do I shop the Monday night live?
Comment with your size to claim an item and we'll email your invoice. Invoices are due by 10 a.m. Central the next morning, after which unpaid pieces are released to the website.
Still need help?
Our team is happy to help. Call 920-639-3861 or email info@duocouturewi.com.