CUSTOMER SERVICE

How to buy on www.Duchessnyc.com

 

Shopping on Duchessnyc.com is very easy. Just follow these steps:

  1. Choose items from the category of choice (jacket, coat, dress, etc).
  2. View the products you are interested in and click on the photograph to zoom in and see every detail, available sizes, composition, reference code and price.
  3. Select an item of clothing and add it to your basket. You can then choose to continue shopping or to process order.
  4. If you would like to process your order you can do so by either registering or checking-out as a guest.
  5. Select a payment method: Visa, Mastercard, American Express, or PayPal.
  6. Confirm the order.
  7. You will receive an email confirming your order.

GENERAL INFORMATION

 

  •  In which countries is it possible to shop online?

               Duchessnyc.com ships worldwide.

  • Are out-of-stock items restocked ?

          If an item is out of stock, we will try to restock it as soon as possible. If no stock is available, it will be removed from the website.

  • Will I receive the same product that I see in the photo?

          Yes, except in the case of products which are custom designed pieces. There may be slight differences in the final product.

  • Is it possible to receive periodic information via email about Duchess NYC latest new products and offers?

          Yes, By simply adding your email you will receive information on our latest products, lookbook and events.

  • Can I cancel my Duchess NYC Newsletter subscription?

          You can easily cancel your subscription by clicking on the Newsletter menu. Fill in the details and select send.

  •  How do I recover my forgotten password?

           If you've forgotten your password, you can recover it in the Log-in section. Enter your e-mail address and we'll send you an e-mail telling you what you need to do.

  •  How can I be sure that I've made my purchase correctly?

           Once you have placed your order, you will receive a confirmation email. If you do not receive an email, contact our customer service at info@duchessnyc.com

  •  Can I track my order?

           Yes, upon shipping your item Duchess NYC will provide you with tracking information. More details can be found when you sign into your account. 

  •  Can I remove items from my order?

            Yes. You can delete any unwanted items from your shopping bag as long as the order hasn’t been processed yet.

  • What should I do if I receive a faulty item?

          DuchessNYC.com sells items in perfect condition so, in the rare event of recieving a faulty item, please contact us at info@duchessnyc.com

  • What should I do if I receive an incorrect item?

           If you were to accidentally receive an item that you did not order, please contact our customer service at info@duchessnyc.com 

  • What payment method can I use to make my purchase?

          We offer the following payment methods: Visa, Mastercard, American Express, Discover, Paypal and Gift Card.

  • Why might my credit card be refused?

           Your credit card may be refused for any of the following reasons:
  •  The card may have expired. Check that your card is still valid.
  • You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorize purchase limit.
  • You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.
  • If we suspect any fraudulent activity.

  •  Is it safe to use my credit card on the website?

           Yes, the data is transmitted SSL-encrypted. For payments with Visa and Mastercard only SET transactions (secure electronic transactions) are accepted. After verifying that the card is included in the SET system, the system will contact the card-issuing bank to enable the buyer to authorize the purchase. When the bank confirms the authenticity, the payment will be charged to the card. Otherwise the order will be cancelled.

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