Shipping policy

HOW TO TRACK MY ORDER ?

Do you have a Duc&Duchesse account?

It's simple ! Log in to your account via the online store and check the processing status of your order. If it has been processed, click on order information and use it to access tracking information.

I don't have a Duc&Duchesse account yet:

You will receive a shipping confirmation email as soon as your order has been processed. The tracking link in the email will then allow you to track your order. If you haven't received an email yet, don't worry! Order shipping usually takes 1-3 days (Monday-Friday) excluding public holidays.

The items offered often require time to prepare, we do our best to ship your order in less than 72 hours, depending on the activity. This preparation time may vary depending on the volume of activity of the year (Black Friday, Christmas, etc.). If delivery times above our standard are noticed, you will be informed by our customer service and given a new estimated shipping date.
If the product is not or no longer available at the time of the order, the shipping time is updated for the item in question and we may be able to offer you another model.
Questions about delivery?

No problem ! Contact us at hello@ducduchesse.lu

SHIPPING AND DELIVERY INFORMATION

If your item is not in stock, please allow 1-4 business days for us to process your order once payment has been received. Here are our shipping options:
Post Luxemburg
DHL Worldwide Express

DHL EXPRESS SHIPPING

With Duc&Duchesse you benefit from express shipping to almost all countries. We ship our items almost anywhere in the world. We offer express shipping within the EU for delivery within 1 or 2 business days. In the list below, you will find an estimate of the total processing and shipping time for your order.

Do you live outside the EU and want to receive your package as soon as possible? We offer this option to some countries. If you choose express shipping, you will receive your order in 2-7 business days with DHL.

However, please note that in case of return of your package, the shipping costs will not be refunded to you. And also be aware that you will probably have to pay customs fees and import taxes with DHL.

PS: Please note that we may experience minor delays during sales periods or when releasing new ranges. Thank you for your patience during this time! Once your order has been dispatched, you will receive an e-mail allowing you to follow its progress. Please note that there is no shipping on weekends or holidays.

STANDARD SHIPPING P&T Luxembourg

We also offer standard shipping method. Your package will be delivered to you by your local postal service. In the list above, you will find an estimate of the total processing and shipping time for your order.

This shipping method takes 5-15 business days on average to most countries. This time may vary depending on the destination country and the efficiency of your local postal service. Other factors are to be taken into account: customs clearance, for example, can have an impact on the delivery time, but rest assured: we are doing everything we can to deliver the product as soon as possible. Our estimates for each country can be found above.

Countries with tracking number available for standard shipping:

Germany, Saudi Arabia, Aruba, Austria, Belgium, Brazil, Canada, South Korea, Croatia, Denmark, Spain, Estonia, United States, Finland, France, Gibraltar, Hong Kong, Hungary, Mauritius, Ireland, Iceland, Israel , Italy, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Norway, New Zealand, Netherlands, Poland, Portugal, United Kingdom, Serbia, Singapore, Slovakia, Slovenia, Sweden, Switzerland, Turkey

CUSTOMS FEES AND TAXES

All customs fees and import taxes are the responsibility of the customer. All orders sent via standard or express shipping worldwide are shipped RDD (Delivered Duty Due, which means customs fees and taxes are the buyer's responsibility) from Asia. We do not collect VAT, customs fees or taxes and cannot predict the amount you will be responsible for. You will have to pay customs duties to collect your package. As we ship our packages to more than 50 countries, some customs services may require the payment of additional fees upon delivery. In this case, the costs must be paid to the local shipping company. Duc&Duchesse does not collect fees and has no control over taxes collected by local customs services.

OWNERSHIP AND RISKS

To ensure prompt delivery, we are unable to cancel or modify your order once it has been placed. If you wish to correct an error in the delivery address, contact us immediately at hello@ducduchesse.lu

Any delivery date or time specified by Duc&Duchesse represents only a well-founded estimate and Duc&Duchesse will not be liable for any loss or damage you may suffer due to a reasonable or unavoidable delay in delivery. Once the items have been dispatched, Duc&Duchesse cannot be held responsible for their loss or damage during transport. In the rare event that you do not receive your order within the expected time frame.

Additional Information :

Duc&Duchesse is not responsible for missing or lost packages once tracking indicates "delivered" status. Use the tracking number we provide to track your order through to delivery. If you do not receive your order, but the tracking number shows it has been delivered, please check with your postman, neighbors, building manager, post office nearest you before contacting Duc&Duchesse.
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. The customer is fully responsible for shipping costs for the second shipment.
If you wish to change the delivery address after your order has been placed, you must contact us immediately. Once your order has been shipped, we will no longer be able to modify the destination information.
For international orders, orders are forwarded to international companies that deal with air transport.
Duc&Duchesse is not responsible for the tax charged by local customs, the responsibility to pay is on the customer.