DUCHESS’ HEART online shop makes sales based on our excellent designs and proven reliability. We have a QA team to test that your ordered products are functioning correctly before they are packed and sent to you, so our product quality is guaranteed. However, you do need to carefully confirm your size before buying (a size measurement will be shown below each item).
If you are not satisfied with the items you received, it is easy for you to exchange or refund. Submit a ticket to contact us and we will do the best we can.
Love it but need a different size, color, or pattern? We’re happy to exchange as long as that item’s still in stock.
To receive a refund to your original payment method, you need to pay the return shipping fee and send the original package back us.
Returns & Exchanges Policy
To qualify for a return, items must be received back to our Fulfillment Center within 30 days of your original order delivered date.
Items Not Eligible for Return
Tights, jewelry, swimwear, Lingerie and Accessories are not allowed to be returned or exchanged
Items received should be unused, undamaged and in original package.
How to Make Your Return or Exchange:
Step 1: If you’re not satisfied with the products received, please contact our customer service first and submit ticket for further help.
Step 2: If you want to exchange, it’s easy! Just inform us of the item SKU and size which you want to exchange for. If you return for Refund, Our Account Department will arrange the refund for you after receiving the returned items.
Step 3: Pack it up. Place your item(s) (in unworn condition) and invoice in a securely sealed shipping package. (If you misplaced your invoice, simply go to My Account, click on your Order History, select the right order number, and print it out).
Step 4: Send it off. Affix your printed shipping label to your package (making sure there are no other shipping labels or barcodes on it). Jot down the tracking number so you can follow its journey.
Please allow 5 to 10 business days for package transit, plus an additional 5 to 7 business days for processing after receipt at our Fulfillment Center.
We’ll email you once we process your return or exchange.
please email us at Tanya@duchess-heart.com or call US 917 214 7867 or Germany +49 173 9750615
Damaged : please make a picture and your shipping no. and send it to Tanya@duchess-heart.com
Please note: If you choose to pay for your own shipping, we strongly encourage you to insure your package. Please be aware that we cannot take responsibility for any lost or damaged packages which are not shipped with our label.
If you still have any questions regarding return policy, please feel free to submit a ticket to contact us.