Shipping policy

Stock/Availability of Items

All items are held in stock unless described otherwise on the website. Please pay close attention to the "Availability" section of the product description, and (in the case of footwear) to the availability status of your shoe size in the size drop-down menu. These sections will indicate if a product is available to ship immediately, or if the item is back-ordered or a pre-order item (and when it's due into stock).
 

Dispatch Schedules

In-stock orders are typically dispatched within 1 business day.

Pre-orders, where at least one item is awaiting stock, will ship when all items are in stock. If you wish to split the order and have us ship in-stock items now and pre-order items later then please place separate orders for the in-stock items, and the pre-order items.

If you are participating in a special pre-order sale, your items may not be available for several weeks after your order is placed - the estimated delivery date is displayed on the item's page in the store. If things go well in production we may dispatch your order earlier than this date, and if there is a delay then we'll let you know as soon as we do. Your order will be shipped to you as soon as all items in the order are in stock in our shop. We have more information about the pre-order process here.
 

Free Shipping

Our offer of Free Shipping applies to all orders over €165, and shipping within Europe.

To calculate shipping for your order, simply add the products you'd like to purchase to your shopping cart and use the Estimate Shipping Tool that can be found in the shopping cart.
 

Typical Transit Times

We ship from the Netherlands and orders to Belgium, Germany, Luxembourg, and the Netherlands typically arrive the next business day. Orders shipping to other European countries typically have a 2-4 business day transit time.
 

Shipping Insurance

American Duchess does not provide any insurance of any kind beyond the replacement value of the order. If any item is accepted by the carrier to have been lost, or broken while in transit then we will promptly replace the contents of the order. If this isn't possible then we will issue a store credit, or if you prefer, a full refund.

If you ever have any questions about your order, please contact us and we will get back to you ASAP!
 

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 info@americanduchess.com within 72 hours of receipt and we will have a new product sent to you, and initiate a USPS claim for the item.

Please hold on to the original packaging and packing material because the carrier, in most cases, will need to inspect the items. Where possible, we will provide a pre-paid return shipping label to send the damaged product back to us. If that is not possible, then you will need to return the damaged package to us via your choice of tracked shipping service - we will refund your shipping costs on receipt.

If you have not received your order even after the tracking shows it was delivered, contact us within 2 business days to start a trace for the package.
 

Lost Shipments

Most carriers do not consider a package lost until after we have filed a missing parcel claim. Once we have filed a missing parcel claim and the carrier has have confirmed that the item is no longer in transit and has been lost, we will replace your package. If you request a refund for an order that is late, lost, or stuck in customs then we must have confirmation from the carrier that the package is considered lost before we can issue a refund.
 

Shipments tracked as delivered, but not received 

If your tracking shows the shipment as delivered but it's not in the location stated in the delivery confirmation then please check likely "safe places" that the mail carrier may have hidden the package from public view. If you are unable to locate the package then the fastest way to resolve the situation will be to contact your mail carrier directly, preferably the same or following day (as memories fade fast).

It is also worth checking with neighbors in case delivery was made to the wrong address.

If the package has not arrived within one business day of the tracking confirming delivery then please contact us at info@americanduchess.com and we'll assist.
 

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, or if the recipient refuses delivery. All packages returned to us for the above reasons can take several weeks to be processed from the time of refusal (due to extended transit times on refused/RTS packages). 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.
 

Order Changes and Cancellations

All requests to change or cancel an order should be made via email to info@americanduchess.com or by phone at +1 (775) 800-7750 immediately. An order that has already received tracking has shipped and cannot be changed or canceled.

This document was last updated on November 17th, 2021

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