Save The Duck Avis 7

I ordered a jacket from the company website directly because I always believed that was the best and safest way. But No!
The jacket did not fit and I returned it via the offically return process on the website.
Except for DHL tracking, I did not get confirmation of arrival of the package.
Though the company claims (and confirmed this to me in a email as well) that it takes 14 working days to refund, I did not hear anything from them until I chased them 19 working days(!) after the package had arrived at their facilities (prove via DHL tracking).
Only then, they informed me that my package had arrived "empty" (jacket not in package) and that they would now open an investigation with DHL.
One day later, Save the Duck informed me that DHL apparently claimed nothing had happend to the package during transit (wonder how they did this, almost three weeks after it had been delivered. I never saw the DHL message, though requested).
Save the Duck then told me that they cannot issue a refund because the jacket had not been returned, effectively implying that I had sent them an empty package.
I strongly asked them to open a claim with DHL for theft during transit (a common phenomenom if you like to google) and asked for further information, but never got a reply since then.

I usually try to order from companies directly because I judge it as more safe, but Save the Duck is exactly the opposite. Online shopping at its worst!
Do not order here!

I will file a claim with the European Consumer Center against Save the Duck.

Edit, reply to Save the Ducks reply from 09.01.2026:

It is getting ever more ridiculous:
1) Save the Duck did not get back to me within their timeline. The time line says 14 workings. I did not anything from them after chasing them 19 working days. Even if they opend my package within 14 working days and did find it to be empty, how can you not inform the customer?
2) There are two options: a) Package was insured, claim insurance refund and refund me or b) if package was not insured, this was due to Save the Duck not ordering insured package (I got return label from them), it is on them to refund me because they decided not to have insurance.
3) I have contacted them several times via email, website and even Linkedin: no reply.

Rating is based on my experience with them directly. The products are good but don't buy direct from them. Buy through Bloomingdales, Nordstrom, etc for competent and streamlined exchange and return systems unless you absolutely know what size you are in their coats.

Sure they'll send the order out quickly. Have a return? Ship it back and then wait two weeks for them to 'process' it. Once that timeframe passes you have to nudge them further for it to actually take place so a safe bet is 3-4 weeks for a simple return. Even when they send the wrong size, like for me, there's no attempt to make things easier. I'm almost at two months without a resolution thus far.

Un'azienda che si sforza di cambiare le regole di un mondo che non tiene conto delle enormi sofferenze che continuiamo ad infliggere a milioni di esseri viventi e che crea capi resistenti, di alta qualità, innovativi, caldissimi, bellissimi e con alta vestibilità ma soprattutto cruelty free. Ho avuto un piccolo problema con uno dei cinque capi che ho acquistato con questa azienda e, pur non potendo cambiare il prodotto, mi hanno offerto un graditissimo omaggio. Seri, professionali e molto disponibili. Materiali cuciti alla perfezione e design moderno e confortevole. Spero, con la mia testimonianza, di incuriosire altre persone a provare la qualità senza rinunciare ad una scelta etica

Mi sento di lasciare una recensione positiva per il Negozio Outlet di Serravalle Scrivia, sicuramente per la qualità dei capi ma anche e soprattutto per il personale del Negozio,per la gentilezza e l'attenzione ai dettagli, aspetti graditi e tutt'altro che scontati . Grazie

Terrible experience, I purchased online and paid 282.6€ and I have been refund after paying the delivery 173€!!!!
It is not acceptable.

Visited their store in Soho, NYC - Staff were very attentive, offered great advice and various options. Product is awesome

Placed the order from the UK and took about a week to receive. Good product but wanted to exchange it for another colour and had no response whatsoever. Tried emailing twice (been over a week and no response). Called customer support number (Italy tel number) and no response - goes to voicemail. Note, after you place the order through their website, everything is then managed through the Shop app with no detail on how to return.