FAQ – Dear Frances

FREE WORLDWIDE SHIPPING AND EXCHANGES

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FAQ


Which payment methods does Dear Frances accept?

We accept Visa Debit, Visa, MasterCard, American Express, PayPal and Apple Pay. All payments are processed through a secure checkout system provided by Stripe.

Which countries does Dear Frances ship to?

Dear Frances ships worldwide, with free express international shipping. Please select your shipping destination from the dropdown menu at the time of checkout. If you are shopping from the UK or other EU member states, please select our UK & EU website from the location tab at the top of the page.

How long does delivery take and how much will it cost? 

We offer free express international  shipping on all orders. Delivery times vary between regions however will normally be received within 1 to 2 business days. Your items will be dispatched within 24 hours of placing the order (excluding weekends and public holidays). Upon dispatch, you will receive a shipping reference to track the status of your delivery.

Will I have to pay duties and taxes?

USA

Good news for U.S. customers, on March 10 2016  the trade facilitation and trade enforcement act of 2015 raised the de minimus level on international shipments to the U.S. to $800 per shipment. Meaning that all imports to the USA of $800 or below will be totally free of duties or taxes.

To the USA we deliver on a DDU (Delivery Duty Unpaid) basis. However all orders under $800 should not attract any duties.

Rest of World

We ship DDU (Delivery Duties Unpaid) to all other countries outside the EU. As the purchaser, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your delivery from customs on arrival to your country or region. Dear Frances is unable to advise or predict the amount. You shall be responsible for payment of any applicable import duties and taxes. Please contact your local customs office for further information before placing your order.

How can I track my order?

Once your order has been dispatched, you will receive an email containing your air waybill number to track your package.

Which size should I order if I am between sizes?

Dear Frances shoes fit true to size. Due to Italian sizing, our shoes run slightly narrow so if you are between sizes, we recommend selecting one size up.

How do I find a specific item?

If you know the style you are looking for, simply click 'ALL STYLES' and select from the complete collection. If you are having trouble locating your preferred style, please contact customer service at info@dearfrances.com.

What if an item is out of stock?

If an item is out of stock, please contact info@dearfrances.com for restocking information.

Can I pre-order an item?

We offer the option to pre-order selected styles. You will be notified if an item is available for pre-order and it's expected dispatch date at the time of adding it to your cart. For further information on pre-order items, please contact customer service at info@dearfrances.com.