Returns and Exchanges

This Return And Exchanges Policy governs the manner in which American Duchess handles returns and exchanges for orders received via the http://www.american-duchess.com website (“Site”). This Returns AND Exchanges policy applies to the Site and all products and services offered by American Duchess on this site.
 

Return Policy, and our 100% Satisfaction Guarantee

You may return your order (whole or in part) to us for any reason whatsoever within 30 days of receipt for a refund, store credit or exchange* - whichever you prefer. If we sent you an incorrect, incomplete or damaged order then we will replace the the product or process your return at absolutely no charge to you. Incomplete/damaged orders must be reported to us at orders@american-duchess.com within 7 days of receipt.

*Orders to customers with a delivery address in the United States or APO/FPO/DPO addresses only. International orders are handled as returns and issued your preference of refund or store credit.

All items MUST be in their original condition for you to receive a refund/credit/exchange. Shoes must appear unworn and must have unmarked soles - please try your shoes on a clean carpeted surface! All returns must be shipped in a shipping box or bag, and NOT in just the product packaging.

Follow the return instructions below to complete your return.

 

Products Sold As Imperfect

Although we accept returns of discounted, imperfect products we are no longer able offer exchanges. This is mainly because we do not carry a large inventory of imperfect shoes and exchanges are rarely possible, but also due to high cost of return shipping.

In the case that you have a problem with sizing and would like a different size then please return the product(s) using the returns form (instructions are shown below), and place a new order for the in-stock item. Due to the limited availablity of imperfect, clearance items we strongly recommend that you do not wait for a refund first. Our discounted items usually sell out of most available sizes within 24 hours!
 

Defective Products

If you receive a defective product, then please accept our apologies and our promise that we'll fix the problem immediately. Just contact us via the returns scheduling form (or if you have registered for an account then it's easier to schedule returns here) within 7 days of receipt of your order and we will process your return/exchange free of shipping charges. If you have any questions, then email us at orders@american-duchess.com.
 

Incorrect Order

If we made a mistake with your order please contact us via the returns scheduling form (or if you have registered for an account then it's easier to schedule returns here) within 30 days of receipt of your order and we will process your return/exchange free of shipping charges. If you have any questions, then email us at orders@american-duchess.com.
 

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 orders@american-duchess.com within 7 days of receipt and we will have a new product sent to you, and initiate a USPS claim for the item. 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.

If you have not received your order even after the tracking shows it was delivered, please contact us within 7 days to start a USPS tracer.
 

Unauthorized Returns

All returns MUST go through our returns system, and you must initiate a return via our returns scheduling form (or if you have registered for an account then it's easier to schedule returns here) before returning it to us. If you return a product without first receiving a returns confirmation, it may be refused. If we choose to accept the unscheduled return then it may take up to 2 weeks to be processed and we will charge you a 15% restocking fee.

If your unauthorized return has not been acknowledged within 2 weeks, please send an email to orders@american-duchess.com.
 

Incorrectly Packaged Returns 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 packaging is damaged (from crushing, glue residue, labels or tape, tears, scuffs etc.) 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). If an imperfect product is damaged to the extent that we cannot resell it in good faith then we will refuse the return and ship the product back to you.
 

Used Products

We will only accept unused products in original condition for return or exchange. The only instance in which we waive this policy is when a product has a manufacturing defect or is damaged during shipment. We cannot accept returns when any products have clearly been used. In these instances we will either return the products to you using our lowest cost mail service, or, at our discretion we may retain the products while charging a 50% restocking fee.

If you are a production company or a costume shop (or similar organization) that has used the shoes in a production then please understand that we will simply refuse the return. Please understand that we are a small company and are not in a position to extend free product support to your large budget production at our expense. Please support us by paying for products you use, that way we can develop even better historical products for your next project! Want us to bend the policy for you? Return the shoes with at least one autographed photo of an 'A' list celebrity wearing our shoes on set (preferably with a product endorsement scribbled on the back), AND 2 tickets to the movie premiere. If we walk the red carpet then we'll give you a break.
 

Undeliverable, Refused, Unclaimed or Returned Shipments

Packages will be returned back to us by the carrier if they cannot be delivered due to incomplete/incorrect addresses, are not picked up from a your local mail facility, non-payment of local taxes or customs fees, or if the recipient refuses delivery. All packages returned to us for the above reasons can take 6 weeks or more to be processed from the time of refusal (due to transit times). We do not any refund shipping costs we incur as a result of an undeliverable or refused shipment (including C.O.D.) costs for receiving a returned package.

We may also charge you a 15% restocking fee at our discretion for most returned shipments. If a shipment is returned to us as refused or unclaimed, we charge a 30% restocking fee and any return shipping (including C.O.D.) costs that are charged to us by USPS.
 

International Returns and Exchanges

Due to the high cost of international shipping we are not able to provide free exchanges to international customers. We will happily refund your product costs back to your card (or PayPal account), or issue a store credit to your account.

If you prefer the store credit then this can be used to place a replacement order. If you leave a comment notifying us that it's a replacement order (along with the original order number) during checkout then we will mark the customs form as "Returned Goods" to notify your friendly customs official to that nature of the package to reduce the possibility of being charged additional customs fees. If you are returning a package to us then you must also mark the customs form as "Returned Goods" so that we too may avoid customs fees on receipt.
 

Order Changes and Cancellations

All requests to change or cancel an order should be made via email to orders@american-duchess.com or by phone to (775) 238-3674 immediately. An order that has already received shipping confirmation or tracking information cannot usually be cancelled.
 
 

The Return Process: Step 1, Request A Return/Exchange

We ask you please follow this process (rather than just returning the products without informing us first) so that we can manage our stock levels more efficiently, serve our customers better, and most importantly for you we can advise you on stock availability for exchanges – as sometimes we be may be able to replace a returned product with your preferred replacement even if it’s not shown as in stock on the website (i.e. if the replacement is expected back in stock from another return).

Firstly request a return/exchange from us by requesting a return via our returns scheduling form (or if you have registered for an account then it's easier to schedule returns here).

If you have any questions then you can email us at orders@american-duchess.com anytime, or call us on 775-238-3674.

We will issue you with a return/exchange confirmation.
 

Return Process: Step 2, Return The Product

On receipt of return confirmation you may ship your return to us.

You are responsible for all return fees and we recommend that you ship the item(s) back to us with insurance and delivery confirmation. Lost shipments are not the responsibility of American Duchess.

1. Item(s) must be returned in the original packaging i.e. for shoe orders, the American Duchess shoebox

2. Item(s) and packaging must be in original condition

3. If you received a little treat with your order then that’s our gift to you and there’s no need to return it!

4. Enclose the original invoice

5. Pack everything securely. You may recycle/reuse the original shipping box assuming if it’s still uncreased and free of holes. If the box is damaged we strongly recommend that you ship the return in a new box. USPS provides free Priority Mail boxes to it’s customers, and you can pick up as many as you need from your local post office completely free of charge.

6. Return the package to us. Use the return address on the returns confirmation or invoice that shipped with your order.
 

Return Process: Step 3, Refunds, Credits And Exchanges

American Duchess processes most returns within 2 business days of receiving the returned merchandise. Once your return is inspected and processed, you will receive confirmation emails for the following (as applicable); email confirmation of receipt, exchange, shipping, and/or refund/store credit.

Please note for credit/debit card payments: If we are providing a refund and initiate the credit for your return, the actual date that the refund is posted to your account is determined by the company which issued the original payment. Please be patient, it may take up to two billing cycles for the credit transaction to appear on your statement. For exact posting dates, please contact that company directly for further assistance.

Please note for PayPal payments: If we are providing a refund more than 60 days after the original PayPal payment was made then we cannot issue the refund via PayPal's normal refund process, but rather we must send the refund to you as a PayPal payment (which may result in PayPal fees being deducted from your PayPal payment). Payments refunded within 60 days are not subject to these possible PayPal fees.

Unfortunately, American Duchess cannot refund your original shipping and handling fees. In the case of exchanges to addresses in the USA we will ship the replacement item(s) to you at no cost. For international exchanges, due to the high cost of international shipping we are unable to extend this courtesy.

 

About Us

American Duchess is a small, historical, reproduction footwear company based in Reno, Nevada, USA. It was born from an inability to find elegant, affordable, comfortable and historically accurate footwear. Partnering with a community of hundreds of frustrated costumers around the world, we now manufacture a growing line of beautifully hand crafted 18th Century, Regency and Edwardian shoes as well as reproduction shoe buckles and silk stockings.

Contact Us

+1 (775) 238-3674
info@american-duchess.com

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