Excerpt from Terms & Conditions
We currently ship to:
- UK (free Delivery and Return with our 'Try before you buy service');
- US (for a delivery fee of £20).
Please note that during promotions, sales, and clearances our 'Try Before You Buy service' is not available but we'll still include Free Delivery only.
The Try Before You Buy service is available only to customers residing in the UK. For more information on how our 'Try Before You Buy' program works please go to https://duchesslondon.co.uk/my-fitting-room-tc/
We ship/deliver Monday to Friday excluding public holidays.
Orders placed by 3pm (GMT/BST) Mon-Fri we'll try to ensure next-day delivery. Orders placed on a Friday after 3pm (GMT/BST) will be shipped the next Monday (excluding public holidays).
When placing your order please ensure that the billing and shipping address details are correct, as we are unable to redirect.
When your order is shipped, we will send you a confirmatory email.
If you have any questions regarding shipping, please contact us at firstname.lastname@example.org
For Int'l shipping to destinations other than USA please contact us at email@example.com
8. Cancellations of your order
If you haven’t submitted an order, you may clear the items in your shopping basket at any time by clicking the ‘Remove’ button in your shopping basket next to the product you do not wish to purchase.
If you have placed an order but then wish to change or cancel it, please contact us as soon as you can at firstname.lastname@example.org. We will try our best to make any changes but we cannot guarantee that we will be able to do so as the order may already have been processed. In such cases, you may have to wait until you receive the order and then follow the normal Returns procedures.
9. Exchanges & Returns - AFTER 'Try before you buy' period expires
You have the right to exchange/return your order within 14 calendar days from the day you have received your purchase.
To initiate the exchange/return procedure, please contact us at email@example.com.
Items should be returned unused and with all garment tags still attached.
If the plastic tag attached at the garment is broken we will not refund the garment.
Where provided, belts and any packaging such as instructions, authenticity cards, dust bags, and leather tags should be included with your return.
Our branded boxes are considered to be a part of the product and must be returned with the item(s). This is also to ensure that items arrive back to us in a suitable and undamaged state.
For returns that are damaged or soiled a refund could be refused.
If garments come back with any damage, stains, or signs of wear beyond trying on indoors, fees do indeed apply:
Stains: £75 cleaning fee
Zipper damage: £95 repair fee
Other rips/tears: from £175 repair fee
If the dress is damaged/stained beyond repair, we will have to charge you for the full price of the gown. We hate to go there, so kindly treat the samples with some TLC and return them on time. Any questions? Email us at firstname.lastname@example.org if you have any doubts.
You will return your items to us using your own shipper and bearing the direct cost of the delivery to us. We recommend that you insure the parcel as you are under a duty to take reasonable care of the items and will be liable for damage to them until we receive them. In case of dispute, we also recommend you retain proof of sending. We cannot be responsible for any loss for any item(s) you have chosen to send.
You shall send back the items to us at the address below, without undue delay and in any event not later than 14 days from the day on which you received your purchase. The deadline is met if you send back the items before the period of 14 days has expired.
6 Hall Rd, London NW8 9PA
All exchanges are subject to stock availability. We charge £6 to deliver to you the exchanged items.
We will withhold reimbursement until we have received the goods back. Refunds will be credited to your original method of payment, in any event, you will not incur any fees as a result of the reimbursement. On receipt of returned items, we shall process the refund as soon as possible.
11. Faulty Items
Items are faulty if they are received damaged. Items that are damaged as a result of normal wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items. When items deemed faulty cannot be repaired or the same item is not available, a full refund will be offered.