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Returns and Exchanges

Returns and exchanges are quick and easy!

US Customers (including APO/FPO/DPO)

Returns are now even faster, and easier! You may return your order (whole or in part) to us for any reason whatsoever (in original condition) within 60 days of receipt for your preference of refund, store credit or exchange (subject to availability).

To return a product simply complete the returns form on the rear of your sales invoice and return the item(s) to us using the return shipping label that's included with your order. 

Returns for a refund as store credit, and exchanges are now free! Refunds back to your original payment using our shipping label will have a $6.95 shipping fee deducted from your return.

Your returned products will be inspected and your return processed, usually within 3 business days of receipt.

All items MUST be in their original condition and returned in a suitable shipping box or bag (NOT in just the product packaging). Shoes must appear unworn and have unmarked soles - please try your shoes on a clean carpeted surface!
 

International Customers

You may return your order (whole or in part) to us for any reason whatsoever (in original condition) within 60 days of receipt for your preference of refund or store credit.

To return a product simply complete the returns form on the rear of your sales invoice and return the item(s) to us, marking the customs form 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.

All items MUST be in their original condition and returned in a suitable shipping box or bag (NOT in just the product packaging). Shoes must appear unworn and have unmarked soles - please try your shoes on a clean carpeted surface! We will email you confirmation of your receipt/refund/exchange.
 

Refunds

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.
 

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) 238-3674. We will process your return/exchange free of shipping charges.
 

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, 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.
 

Missing Shipment

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.
 

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 usually refuse delivery. If this is not possible then we will either dispose of the items (without issuing a refund) or return the products to you at your cost.
 

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.) or missing then we charge a $20 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.
 

Scented returns

Please consider our employees and other customers before scenting/perfuming items in your return. The employee who handles most of our returns suffers from a perfume allergy and you may cause him significant discomfort. Scented items will be refused and returned at the sender's expense.
 

Premium/Custom Mixed/Custom Matched Dyes

Our premium and custom dyes (A24-A202) are a special order product and are specifically mixed for you when your order is placed. We are sadly unable to accept returns for exchange or refund. Our standard dyes (2001-2020, Jet Black) may be returned for exchange or refund in an unopened state.
 

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 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 may take 6 weeks or more to be processed from the time of refusal (due to transit times). We do not 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 charge a 25% restocking fee for refused or unclaimed shipments that are returned to us by the shipping carrier and returned back to stock. Any return shipping (including C.O.D.) costs that are charged to us by the shipping carrier will be deducted from a refund/store credit.
 

Order Changes and Cancellations

All requests to change or cancel an order should be made via email to info@americanduchess.com or by phone to (775) 238-3674 immediately. We pride ourselves in shipping orders as quickly as humanly possible, so you'll need to move quicker than us! An order that has already received shipping confirmation or tracking information cannot usually be cancelled.
 

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) 238-3674. 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 then we will either dispose of the items (without issuing a refund) or return the products to you at your cost.

 

About Us

American Duchess is a small, historical, reproduction footwear company based in Reno, Nevada, USA. It was born from one costumer's 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 Renaissance, 18th Century, Regency, Edwardian and Victorian shoes as well as reproduction shoe buckles and silk stockings.

Contact Us

Telephone:
+1 775-238-3674
11am - 6pm PDT
Email:
info@americanduchess.com
Mailing/Returns:
920 Matley Ln, Suite 2,
Reno, NV 89502-2160, USA

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