Our returns system has recently changed for US customers

We have upgraded our returns system and are delighted to be able to offer exchanges for US customers again. Exchange orders are placed instantly and fulfilled within 1 business day; there is no longer a need to wait until your returned items arrive with us before we ship an exchange out to you!

The returns process for our international customers has not changed.

 

US Customers (including APO/FPO/DPO)

Returns and exchanges 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 fulfillment (or by Jan 31st if purchased in November or December)
  • not a deadstock/last chance/imperfect item

Exchanges and returns for a refund as store credit are free! Returns being refunded back to your original payment that use our shipping label will have a $5.00 shipping fee deducted from your refund.

Please note that items sold as Last Chance, Deadstock or Imperfect are final sale and cannot be returned or exchanged.

To schedule the return or exchange of a product and download a pre-paid returns shipping label, you'll need your order number and zip code, simply click the button below, and follow the on-screen instructions:

 


 
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 (or by Jan 31st if purchased in November or December)
  • not a deadstock/last chance/imperfect item

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 leave a note in the comments box prior to checkout to let us know the order is an exchange. The comments box can be found on the "view cart" page before you go to checkout. Follow up by emailing 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.

Please note that items sold as Last Chance, Deadstock or Imperfect are final sale and cannot be returned or exchanged.

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 3 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 - this typically takes about 3 business days.

Orders that contain exchanged products, and orders funded by Returnly Instant Credits may only be refunded as store credits.

PayPal refunds and store credits (issued as gift cards) 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.
 

Exchanges (US customers only)

Exchange requests are now typically shipped within 1 business day, before your original order comes back to us!

Customers in the US may request a single exchange for products within 60 days of their order's original shipment date (or by Jan 31st if purchased in November or December). If you need to exchange a product more than once, you will need to return the product for a store credit and place a new order for its replacement.

You may ship your return back to us at your earliest convenience, but all products must arrive with us by the date specified in the returns portal. Products that are not returned within 60 days (or by Jan 31st if purchased in November or December) will be billed to the customer.

Returning/Exchanging gifts (US customers only)

Prefer something else? Simply visit our returns portal and click the "Returning a Gift?" link at the bottom of the form. Enter the order number and your email to initiate the return. Don’t worry, your gifter won’t be notified!
 

Instant Credit (US customers only)

After you move through the return steps online, you may be offered an “Instant Refund” code. The Instant Refund code offer is based on an automated approval process that takes into account a customer’s good standing and return history. Not all customers may receive the Instant Refund code.

If you receive a code then it will be for the full value of the items that you are returning. There is no obligation to use it, and if it's not used then you will just receive a regular refund (when we receive your return) and the code will expire.

If you decide to use it then you will be issued a code that can be used during checkout. Instant Refunds come with no strings attached, and any unused portion of your issued code will be refunded once your returned items are received.
  

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. Please note that cosmetic imperfections in items sold as "imperfect" do not qualify as defective. 
 

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. Employees who handle our returns may suffer 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 without prior approval 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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