FAQ

Any questions?

We’re at your disposal: it’s likely you’ll find the answer to your question in the FAQ below. This is where we have grouped together the most frequently asked questions.

However, if you have a specific query, you can send us an email at the following address: [email protected] or fill in the contact form on the “CONTACT” page
If your query relates to your order, please include
your order number which will have been advised when placing the order and subsequently by email.

Questions - Answers

Your order number is shown on your order confirmation when you place the order, or in the confirmation email. Remember to check your junk (spam) folder, as your order confirmation email may have gone there by mistake.

You can track your order progress at any time by visiting the ORDER TRACKING page. If you have the slightest concern regarding tracking your package, do not hesitate to write to us using our contact form or at the following address: [email protected] To find out more about delivery times, please refer to question 5 or the T&Cs.

If you find that your tracking number isn’t working straight away, don’t worry! Just give it a few hours for the link to become active. The tracking number is active 24 hours after placing the order, once your package is transferred to La Poste.

You can cancel your order up to 24 hours after placing it online at iduck.ch. Within this timeframe, do not hesitate to contact customer service at the following address: [email protected] remembering to include the following information: email subject: Order cancellation – Order number to be cancelled. Our team will arrange for your order to be cancelled and then issue a full refund. After this, and if your package has already been shipped, we cannot do anything until you receive your order, after which we can proceed with a refund if necessary once the item has been returned to our warehouse. For more information about the order cancellation process, please refer to our T&Cs.

Once you place an order online, our team will process it within 48 working hours. In a few days, you will receive a tracking number allowing you to track the imminent arrival of your package! Even though 95% of our packages arrive in under 10 days, delivery can take up to 3 to 5 weeks in the event of force majeure (exceptional events, stock shortage, weather conditions, etc.). If it seems to be taking too long, don’t worry: you can track your order progress using the tracking number notified to you by email! To find out more about delivery times, please refer to our T&Cs.

Our site is totally secure and is hosted on an HTTPS server which guarantees to protect you and all your personal data. You can verify this by looking for a small padlock in your browser’s web address bar. We work with VISA, Mastercard and PayPal, among others – world leaders in guaranteeing your payment and your personal data are secure.

You can change the language setting on the Smartpods earbuds. To return to English, take the earbuds out of the box (do not activate Bluetooth on your phone), then press the PAIRING button (the one on the box) then double click twice on the earbud (4x in all).