FAQ
Frequently Asked Questions (FAQ)
Welcome to the FAQ section of DualZone. Here you will find answers to the most common questions about our products and services.
Shipping and Delivery
How much does shipping cost?
Shipping is completely free for all orders within the UK, with no minimum order amount.
How long does it take to process my order?
Order processing is included in our total delivery timeframe. Typically, it takes 1–2 business days to prepare your order for shipment.
How long does delivery take?
Once your order is placed, it typically takes 5–10 business days to arrive within the United Kingdom. This timeframe includes the 1–2 business days required to process and prepare your order for shipment.
Which carriers do you use?
Orders are shipped from our UK warehouse using trusted carriers, such as DHL, Hermes, DPD, or UPS, depending on availability.
Returns and Right of Withdrawal
How long do I have to return an item?
You can exercise your right of withdrawal and return your order within 14 calendar days from receipt, without providing a reason.
Who pays the return shipping?
Return shipping costs are generally the responsibility of the customer, except in the following cases:
- The product is defective or damaged.
- You received the wrong item.
In these cases, DualZone will cover the return shipping costs and coordinate the exchange or refund. Customers will not be charged import duties or customs fees.
How do I process a return?
- Contact us at contact@dualzone.uk to request a return.
- Once approved, we will provide detailed instructions and, if applicable, a prepaid return label.
- Pack the item securely, including all accessories and original packaging.
- Drop off the package at the designated carrier collection point.
Return Address
DualZone
Unit 1, Magna Road
Wigston, Leicestershire
LE18 4ZH
United Kingdom
Important: Returns sent without prior authorization cannot be accepted.
Are restocking fees charged?
No. Once the return is processed and approved, you will receive a full refund of the purchase price, except for any decrease in value caused by handling beyond what is necessary to inspect the product.
Which items cannot be returned?
- Opened or used products that cannot be resold as new
- Items that have been tampered with, damaged, or improperly installed
- Electronic products that require activation or digital registration already completed
- Software, digital cards, download codes, or electronic content
- Products purchased on clearance or marked as “Final Sale”
When will I receive my refund?
We will notify you once we have received and reviewed the returned item. Approved refunds are processed using the original payment method within a maximum of 10 business days. Bank processing times may vary depending on your payment provider.
Payment
Which payment methods do you accept?
- PayPal
- Credit and debit cards (Visa, Mastercard, American Express)
- Klarna (when available)
Contact and Customer Service
How can I contact customer service?
- Email: contact@dualzone.uk (available 24/7)
- Phone: +447367774612 (Monday – Friday, 09:00 – 18:00 GMT/BST)
About Us
Who is behind DualZone?
DualZone is a brand managed by Arvento Group, created by and for gamers. Our mission is to provide quality products, fast shipping, and local service in the UK.
Where are you located?
Legal headquarters: Arvento Group LLC
155 N Wacker Dr, Lobby
Chicago, IL 60606
United States
Warehouse and returns: DualZone
Unit 1, Magna Road
Wigston, Leicestershire
LE18 4ZH
United Kingdom