Refund policy
THE CONDITIONS TO MAKE AN EXCHANGE / RETURN?
In all the following cases, you can make a return:
- My products were damaged when I received them
- I got the wrong size
- The product is not what I expected and I would like to exchange it for another
All products returned for an exchange must be in perfect condition, unworn in their original packaging. Otherwise, we will not be able to make an exchange.
*Please note that personalized items, gift cards and sale items cannot be exchanged.
You have 14 days from the date of receipt of the item to return your item.
HOW TO MAKE AN EXCHANGE / RETURN?
Send us an email at hello@ducduchesse.lu to inform us of your intention to change or return an item to us.
Once your declaration of exchange or return has been approved by our customer service, you can return the items to the address indicated. Once received at our premises, you will receive a confirmation email.
Your new item will be returned to you in the case of an exchange or you will receive a refund of the amount due by bank transfer according to your initial purchase method if it is a return.
If you do not receive an email from us within 28 days, please contact us at hello@ducduchesse.lu and we will look into the situation for you.
Duc&Duchesse does not take responsibility for lost items, so we recommend that you send your items by post, by registered mail with acknowledgment of receipt.
Unfortunately we do not offer free returns at this time, you will have to pay the cost of returning and handling your order (unless your item is faulty).
If you are returning goods from outside the EU, please indicate on the customs declaration that it is a return of unwanted goods. Any customs duties charged to us for returning goods will be deducted from your refund.
IMPORTANT :
REFUNDS
Please allow up to 14 days for your refund to be processed from the date we receive your return.
You will receive a confirmation email indicating the amount refunded as well as the value of the initial order.
After receiving the email confirming the refund, please allow at least 5 business days for your account to be credited.
Your card issuer or bank is responsible for crediting your account and we therefore have no control over the time frame described.
If your card has expired or been declined, we will offer you an alternative refund method.
RETURN/EXCHANGE NOTIFICATION
If you do not receive a confirmation email from us within 28 days, please contact us at hello@ducduchesse.lu to inquire about the processing status of your return or exchange.
RETURNS AND EXCHANGES OF ITEMS
Personalized items, gift cards and promotional items cannot be returned or exchanged.
Returns or exchanges for size reasons are only possible within the limits of available stocks.
Regarding items purchased on promotion, they can only be exchanged in the case of a defective item and subject to the availability of this item.
UNCLAIMED PARCELS
In case of absence during the delivery of your package, you must imperatively collect your package within the time allowed by the Post Office.
If your package is not collected, it will be automatically returned to us by the carrier. We are in no way responsible for unclaimed packages or if the address provided when ordering is incorrect.
If your package is returned to us, a refund will be automatically made without the shipping and handling costs which remain your responsibility.