COVID-19 protocols are delaying returns processing

We are currently only receiving inbound mail on Mondays and held for at least 3 days before they are processed. Due to the current unavailability of appropriate disinfectants, all returns are expected to be held until the following Friday before being processed..

The duration of this quarantine is based on advice from the WHO that the survivability of the SARS-CoV-2 virus that causes COVID-19 is approximately 24 hours on cardboard, and up to 3 days on shipping tape.

We appreciate your patience so that we can ensure everyone's safety!

 

US Customers (including APO/FPO/DPO)

Returns are now even faster, and easier! You may return your order (whole or in part) to us for any reason whatsoever, as long as they are:

  • in original, unworn condition - please try shoes on a clean carpet
  • in their original product packaging
  • shipped within a suitable shipping box
  • returned within 60 days of receipt

Return for a refund as store credit is now free! Refunds back to your original payment using our shipping label will have a $6.95 shipping fee deducted from your return.

If you require an exchange, please return your item(s) for a store credit; this may be used to place a replacement order at your convenience.

To schedule the return of a product and download a pre-paid returns shipping label, simply complete the returns request form via our returns portal or click the button below, and follow the instructions:

Your returned products will be inspected and your return processed, usually within 5 business days of receipt.
 


 
International Customers

You may return your order (whole or in part) to us for any reason whatsoever, as long as they are:

  • in original, unworn condition - please try shoes on a clean carpet
  • in their original product packaging
  • shipped within a suitable shipping box
  • returned within 60 days of receipt

If you require an exchange, please return your item(s) for a store credit or refund; feel free to place a replacement order at your convenience. When placing this order, please email us to confirm that you've placed your replacement order, including your previous and new order numbers. We will mark the customs form as "exchanged goods" so that no additional sales tax, import duty or clearance fees are due.

To schedule the return of a product, simply complete the returns request form via our returns portal or click the button below, and follow the instructions.

Your customs form should be marked as "RETURNED GOODS". Return shipping will be at your cost. Your returned products will be inspected and your return processed, usually within 5 business days of receipt.

Due to the high cost of international shipping we are not currently able to provide free return shipping to international customers.

 


 
Refunds

Refunds are issued immediately once your returned products have been inspected and processed. PayPal refunds and Store Credits will be available to you instantly, but credit/debit card refunds will post to your account in accordance with your bank's policies - taking from 2-10 business days for US customers, and 7-28 days for International customers.
 

Defective/Incorrect Products

If you receive an incorrect item, or we ship you a defective product then we'll fix the problem promptly and at no cost to you. Just contact us within 7 days of receiving your order at info@americanduchess.com or by calling (775) 800-7750. We will process your return/exchange free of shipping charges.
 

Damaged Shipments

We try our best to prevent damage to all packages during transit by packing each order carefully. From time to time, though, damage will occur despite our precautions.

If you receive an item that has been damaged in shipping, please contact info@americanduchess.com within 72 hours of receipt, if applicable we will send a replacement product to you, and initiate a USPS claim for the item on your behalf. We will need photos of the damaged packing materials and items before we can process the exchange, refund or credit.

Also, please hold on to the original packaging and packing material because USPS, in most cases, will need to inspect the items. If you are a domestic USA customer then we will send you a USPS return shipping label to send the damaged product back to us. If you are an international customer then your will need to pay for the return of the damaged package to us, however we will refund your shipping costs on receipt.
 

Inappropriately Packaged Returns, Missing Items, Worn Items and Damaged Returns

All packages should be returned in the original shipping box (if serviceable), alternative shipping box, or padded shipping bag. We do not typically accept returns that are shipped in just the product packaging, and will refuse the package with the carrier.

  • If the product shows signs of wear, and is not in original condition then your return will be refused
  • If the product's soles show removable signs of wear we will charge a $20 sole refurbishment fee per pair
  • If the product's soles show permanent signs of wear we will refuse the return
  • If the heel tips show signs of wear then we will charge a $20 heel tip replacement fee per pair of shoes
  • If the product packaging is damaged (from crushing, glue residue, labels or tape, tears, scuffs etc.) or missing then we charge a $10 reboxing fee for each damaged product package
  • If the products are damaged as the result of poor packing then we may either refuse the return, or refund the imperfect price of the product (if we are able to resell the return as an imperfect product)
      

Free Items / Combination Pricing

If you purchased an item that came combined with a free or discounted item, then you must also return all of the items in order to receive a full refund. If you wish to keep an item that was offered as part of a discounted combination then that's absolutely no problem, and we will deduct the regular price of the non-returned product from any refund related to your return.
 

Scented returns

Please consider our employees and other customers before scenting/perfuming items in your return. The employee who handles most of our returns suffers from an acute fragrance sensitivity and you may cause them significant discomfort. Scented items may be held for several days before being processed, or refused and returned at the sender's expense if heavily perfumed.
 

Refunds for refused or unclaimed international shipments

If your package is returned to us, we can only process any refund after receipt. You may be liable for any costs that are involved, and these will be deducted from your refund.

Carrier Returns may happen if:

  • You fail (or refuse) to pay customs fees
  • Do not collect the package from a local mail facility when necessary in a timely manner
  • You refuse delivery

It may take several weeks for the returned package to arrive with us, before it may be processed. If there are return fees associated with a rejected or undeliverable shipment then these will be deducted from your refund.

We are unable to refund outbound shipping costs but will refund the product costs minus any additional costs that we bear as a result of the failed delivery.

It is not typical for USPS to charge to return a shipment, but the process may take 6-8 weeks for an order that was shipped using First-Class to get back to the USA, and 2-4 weeks for a Priority Mail shipment.

DHL's return fees very closely compare with the outbound shipping costs. Please consider this before refusing a package!
  

Late Returns

If you wish to return an item more than 60 days after receipt then please contact us via email at info@americanduchess.com or by calling (775) 800-7750. If the product is still being sold by us then we can often offer an exchange or store credit by prior arrangement. If you return an order that is shipped more than 60 days after receipt then we will either dispose of the items (without issuing a refund) or return the products to you at your cost.

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