Frequently Asked Questions

For sure I got the As to your Qs! For anything else you need help with, let us know right away. Call our customer service line at 1 300 88 6060 or email us at [email protected]

We do get restocks for dUCks, excluding Limited Edition collections, so subscribe to dUCk's newsletter and follow us on Instagram at theduckgroup and duckcosmetics – that’s where I’ll keep you updated!

First and foremost, you will need an account to shop with us. It’s easy, just click on the people icon on the top right of our website and hover to the Register button. If you already have an account, click Log In to My Account.

We accept payment methods as below:

1. Online banking (FPX)

2. Credit & Debit Card (Visa & Mastercard only)

All our payment gateways capture payments in Malaysian Ringgit. For international cards, you may be subject to a currency-conversion fee from your card issuer. We recommend consulting your credit card provider for information on any applicable fees.

3. PayPal

If you pay through PayPal, PayPal will provide automatic currency conversion based on the current rate for MYR. Kindly note PayPal's currency conversion fee is added to the exchange rate, set by an external financial institution. Contact PayPal directly for more details regarding how they determine their currency conversion rates and fees.

4. Grabpay

For Malaysian Users only with a maximum spend of RM500.00.

5. hoolah

This is a payment option that allows you to get the items you need via a 3-month instalment plan with 0% interest. You can use either debit or credit cards from any banks to make your purchase. Do note that it is only valid for residents of Malaysia only and for orders of RM150.00 and above.

Select hoolah as your payment option and we’ll help you divide the total amount into three interest-free instalments. Pay only 1/3 of the amount upon checkout and receive your items first.

You can read more on hoolah.

6. Maybank EzyPay Installment Plan Payment (IPP)

This is applicable to all Visa, MasterCard or American Express Credit Cards issued by Malayan Banking Berhad (Maybank) for orders of RM500.00 and above. You get to enjoy a 6-month instalment plan with 0% interest. To opt for this option, you will need to choose Maybank EzyPay IPP as the payment method during checkout.

When you purchase or collect your dUCk in store, you can be creative and opt to exclusively add your touch or initials to it. If you bought the dUCk online, you just need to bring the receipt to your preferred store within 2 weeks from the date of purchase to get it customised for free (this is only applicable for selected dUCk Cosmetics and Accessories).

But before you visit one, know that we offer an array of personalisation services across all our dUCk Stores. 

dUCk Store in Pavilion: Scarf embroidery

dUCk Store in Suria KLCC: Scarf embroidery and hot stamping

dUCk Store in One Utama: Scarf embroidery

dUCk Store in Setia City Mall: Scarf embroidery and engraving

dUCk Store in IOI City Mall: Scarf embroidery and engraving

dUCk Store in Singapore: Hot stamping

Do note that a Personalised dUCk is final sale and cannot be returned or exchanged.


All online personalisable dUCk will be mentioned and shown on the product page. We are careful to add your personal touch to the dUCk so it will take around 7 to 14 working days for you to get your package. 

Currently, each personalisation is limited to 12 characters, in upper and lower case alphabets only, including space. Special characters or numbers are not available. 

As thrilled as we are, we must reject any personalisation order that is deemed inappropriate. If that happens, we will contact you for the order cancellation and refund the payment. 

Do note that a Personalised dUCk is final sale and cannot be returned or exchanged.

We want you to get your dUCks as soon as possible, thus we cannot cancel or change your order once it has been processed. So, quickly give us a call at 1 300 88 6060 and we’ll try! The refund for any order cancellation will be in store credit. 

What happens if you’re too late? If the item is in the returnable category, you can return your order to us and you will be reimbursed in the form of store credit. See more in Returns on our returns conditions and how to make one.

Uh-oh. Let us know immediately via email, call or live chat. We'll cancel your order so you can make a new one.

Unfortunately, Failed Payment orders or Pending orders are invalid on our end. If the dUCks are still available, you may make a new order for them.

The promise is confidentiality. We want to make sure you’re safe and secure when you’re shopping with us online. Rest assured we do not sell nor disclose any customers' personal information to other parties for any purposes.