Shipping & Returns, WOMENS SHOES / DEAR FRANCES – Dear Frances International

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SHIPPING & RETURNS


WE OFFER FREE EXPRESS SHIPPING WORLDWIDE

As part of our commitment to provide great service to our customers across the world we offer free express shipping on all purchases and exchanges.

Once your order has been dispatched, you will receive an automated email with shipping confirmation and your tracking details. 

 
DELIVERY COSTS

Free express shipping and exchanges worldwide.

 
DELIVERY TIME 
Your order will be fulfilled and dispatched within one working day of receipt. 
USA
Delivery 1-2 working days
Australia
Delivery 2-5 working days
Rest of World
Delivery 2-5 working days
UK & EU Members
Please visit our UK & EU site for shipping terms.
 
PLACING AN ORDER
We accept payment via Visa Debit, American Express, Mastercard, Visa, PayPal and Apple Pay. Your payment will be processed by secure online payment gateway Stripe. Once your order is approved you will receive an Order Confirmation email. 


PRE ORDERS
If you have chosen to pre-order your shoes to secure your shoes ahead of new stock arriving, your purchase will be delivered as soon as the stock arrives with an indicative date displayed at time of purchase. We will notify you when your order is ready for delivery. 


DUTIES AND TAXES
USA
We deliver DDU (Delivery Duties Unpaid). Orders over US$800 are liable for all applicable import duties upon arrival into The United States, to be paid by the receiver. Orders under US$800 are free from any import duties and will not attract any extra fees.
Rest of world
We ship DDU (Delivery Duties Unpaid) to all other countries outside the EU. As the purchaser, you are liable for any 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. 
UK & EU Members
Please visit our UK & EU site for shipping terms.
 
RETURN POLICY
We want you to be completely satisfied with your new shoes. If for any reason you would like to return or exchange your purchase, simply get in touch within 14 days of the date on which items are delivered to you.

Return shipping cost

Exchanges are complimentary.

Refunded items incur a return shipping fee of $30 USD, which will be deducted from the refund due.

How to request a return or exchange

If you wish to return or exchange your purchase, simply follow the below steps;

  • Email info@dearfrances.com with your order number within 14 days of accepting delivery of your order and we will provide prepaid return shipping labels.
  • Fill out the Returns Form included with your order.
  • Place your shoes in the original Dear Frances shoe box and ensure the box is protected in the shipping carton provided.
  • Once you receive your shipping labels and commercial invoice(3copies), please print and attach to the outside shipping carton and phone your local UPS courier to arrange a convenient pickup time.

That's it! we will take care of your refund or exchange as soon as the shipment arrives back at our warehouse.

Refund processing time

Your refund will be processed as soon as the items have been received by Dear Frances. Please allow 14 days from the day you return the product for your account to be credited.

We will refund to you the purchase price for the product, less return shipping costs. Refunds will be credited back to the credit card that was used to make the original purchase. 

For packages that are turned down at delivery, customer will be responsible for all duties, taxes and shipping costs to and from the United Kingdom. These costs will be deducted from the refund value.

Returns must be received by Dear Frances in their original condition, not having been worn, marked, damaged or altered. Shoes must be tried on a soft carpeted surface to avoid any marks or damages to the soles or leather. Returns that do not meet our policy will not be refunded. 

Refunds will only be given to Products purchased at the Dear Frances Online Boutique. Refunds will not be given to Dear Frances stock purchased from Dear Frances stockists.

Exchanges are subject to size and style availability. 

We accept one complimentary exchange shipment per order. Subsequent exchanges are subject to our standard shipping fee of US$30.
 
If you have any further questions regarding delivery or returns, please email info@dearfrances.com.