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
Intimate apparel (such as our stockings) may not be returned if they have been worn.
For the immediate future, we are unable to offer direct exchanges as part of the return process. If you require an exchange, please return your item(s) for a store credit or refund; feel free to place a replacement order at your convenience.
Your returned products will be inspected and your return processed, usually within 5 business days of receipt.
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 - typically taking from 2-10 business days.
For more information about returns, please visit our Returns and Exchanges page.
Cancellation refunds
All requests to change or cancel an order should be made via email to info@americanduchess.com or by phone to (+1) 775-800-7750 immediately. An order that has already received a dispatch email or tracking number has shipped and cannot usually be changed or canceled.
It should be noted that our fulfillment partner in the Netherlands has been chosen for their speed and efficiency, they ship very quickly. Realistically, once you've placed your order, then it will ship before we're able to stop it. Please take care when placing your order!
Pre-order refunds
Pre-orders may be canceled at any point until they ship for a full refund.
Simply contact us by email at info@americanduchess.com, or via our contact us page, and we'll get things processed for you right away!
Refunds of customs fees, VAT, or duty for non-EU customers
Please note that we are unable to refund customs brokerage fees, VAT, or duty paid on orders shipping outside of the EU. We strongly recommend that you familiarize yourself with your country's process for claiming VAT/duty refunds on returned goods before placing an order. With duty and VAT, we are unable to claim the payment back from your import tax authority, and any claim will need to be filed directly with the appropriate agency. The process varies from country to country and may require filling out forms with your local customs office or claiming the amount back on your taxes.
We are unable to mark any orders as exchanged goods or waive customs duties/taxes on replacement orders.
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.com.
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 refuse delivery
- Do not collect the package from a local mail facility when necessary in a timely manner
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.
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.com 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.
