Refund policy
Returned products
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
- - not a deadstock/last chance/imperfect item
- - you have scheduled the return via our returns portal and received a returns authorization that you may return the products
For US customers, returns and exchanges are now free!
For international customers, returns should be shipped via your choice of tracked carrier, at your cost. You must mark the parcel as "Returned Goods" on your customs form or your return may be refused. Confirm with the carrier that you have prepaid ALL fees related to processing, customs, VAT, or brokerage. We are not responsible for any charges related to shipping, handling, customs, taxes, or other fees.
It's also helpful to include a note in your customs documentation stating "This is a return of AWB (the original tracking number we used to ship your order to you)" so that customs can match the incoming package to the outgoing one and confirm it's a legitimate return.
If you require an exchange for an international order, please return your item(s) for store credit; this may be used to place a replacement order at your convenience.
Purchases made on social media: For orders placed directly on our official social media stores, valid returns are only eligible for a refund. We are unable to offer exchanges or store credits for orders paid through Meta's commerce platform at this time. If you need a different size or item, please return your item(s) for a refund and then place a new order. Those wishing to have access to our exchanges and store credits should always place orders directly on the main American Duchess website, rather than our social media pages.
How to return: To schedule the return of a product, simply complete the returns request form via our returns portal.
Your returned products will be inspected and your return processed, usually within 5 business days of receipt.
Incomplete returns, returns that are marked or damaged, and returns where the shoe box has been used as the shipping box (and may not be reused due to damage) may be subject to fees to cover the cost of refurbishing the product for resale. Examples of these fees can be found on our Returns and Exchanges Policy page.
Intimate apparel (such as our stockings) may not be returned if they have been worn.
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.
Cancellation refunds
Any order that has not already entered the shipping process may be canceled by telephone at +1 (775) 800-7750, via email to info@americanduchess.life, or via our contact us page. Note that we ship very quickly, and realistically most orders will begin the shipping process before we are able to stop it. Please carefully check your order details before placing your order. Orders that are canceled before they have entered the shipping process, or allocated to a 3rd party shipping partner, will be refunded in full.
Pre-order refunds
Pre-orders may be canceled at any point until they enter the shipping process for a full refund.
Simply contact us by telephone at +1 (775) 800-7750, via email at info@americanduchess.life, or via our contact us page, and we'll get things processed for you right away!
Gift Certificates
An unused gift certificate may be canceled and refunded up to 60 days from the original purchase date. Returned products paid using a gift certificate will be refunded back to the gift certificate balance. Any partial gift certificate balance that is unused is non-refundable, but does not expire and can be used when placing another order.
To request a gift certificate refund, please give us a call at +1 (775) 800-7750, or email us at info@americanduchess.life.
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 6-12 weeks for an order that was shipped using First-Class to get back to the USA, and 2-10 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!
Returns without prior authorization
All returns must have received prior authorization via our returns portal. In order to effectively process returns, we will need to know that your return is inbound, why you are returning it, and how you'd like us to process the return.
If we receive a return that hasn't previously been scheduled via our returns portal, with the RMA number on the shipping label, then it will usually be returned to you.
Late Returns
If you wish to return an item more than 60 days after receipt then you must contact us via email at info@americanduchess.life before returning products.
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.