RETURNS & EXCHANGES

RETURNS & EXCHANGES

You can return any unwanted item to us for a refund up to 14 days of receipts provided it is in its original, unused condition and you the consumer have taken reasonable care of the goods whilst in your possession. Unfortunately any items which are found to have make-up stains on the garment cannot be exchanged or refunded unless they are faulty. We understand that you may wish to examine the goods as you would when purchasing from a shop but we do request that hygiene seals are not removed from garments are only tried indoors.

This does not apply if your item is faulty or the product is of unsatisfactory quality. If you have a query about a refund on an item you have purchased please e-mail info@duchessnyc.com

Customer will be responsible for paying for shipping returns back to our office.

 

HOW TO RETURN OR EXCHANGE ?

 

  • We do not cover your shipping costs back to us.
  • We are happy to accept for return, any garment that is unworn and still fitted with all security tags and labels and that is dispatched to us within 14 days of receipt by you.
  • Please follow the return instructions on the returns sheet enclosed with your parcel and mail it back to us within 14 days of receipt.
  • If you have if you do not have the returns sheet please contact us at info@duchessnyc.com and we will be happy to assist you.
  • Please remember to indicate if you would like a refund or exchange. If you would like an exchange please remember to identify what item you would like in exchange.
  • CUSTOM MADE PIECES ARE FINAL SALE. NO EXCHANGE OR RETURNS ARE ACCEPTED AT THIS TIME. CUSTOM PIECES WILL BE NOTED IN DESCRIPTION.

EXCHANGES 

  • We do not cover your shipping costs back to us.
  • We are happy to accept for return, any garment that is unworn and still fitted with all security ribbons and labels and that is dispatched to us within 14 days of receipt by you.
  • Please follow the return instructions on the returns sheet enclosed with your parcel and mail it back to us within 14 days of receipt. Please identify which item you would like in replacement.
  • You can exchange your item for another size or another item entirely.
  • Exchanges are shipped free of charge.
  • All exchanges are based on stock availability.
  • We offer one free exchange for most items shop on Duchessnyc.com. Custom made pieces are FINAL SALE.
  • If the replacement item is less expensive than the original, the difference will be refunded back to you via store credit.
  • Alternatively you may return the original item for refund and then purchase the new, lower priced item.
  • We do not cover your shipping costs back to us.

REFUNDS 

  • We are happy to accept for return, any garment that is unworn and still fitted with all security tags and labels and that is dispatched to us within 14 days of receipt by you.
  • Your payment will be credited back to the original purchaser's credit card. If the item is a SALE item, the refund will be made in store credit alternatively it can be returned for exchange.
  • Returns for refund are processed within 2-3 working days of receiving the item however, card refunds may take up to 10 business days for your bank to complete, depending on their processing time.
  • Credit card refunds can vary greatly between card issuers, and unfortunately we are unable to influence this.
  • Store credit refunds will be available immediately after 2-3 days processing and come in the form of a code on email.
  • We do not cover shipping costs back to us.

SALE ITEMS

 We are happy to exchange or refund via store credit for any items purchased during our sales. 

 

LATE RETURNS

  • Your items should be sent back to us within 14 days of receipt by you. Late returns CANNOT be accepted and may be returned to you.

PLEASE NOTE THAT PURCHASES MADE ON WWW.DUCHESSNYC.COM MUST BE RETURNED TO THE ADDRESS SPECIFIED ON THE RETURNS SLIP.  IF YOU HAVE ANY QUESTIONS PLEASE CONTACT CUSTOMER SERVICE AT INFO@DUCHESSNYC.COM

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