FREE EXPRESS SHIPPING & RETURNS

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SHIPPING & RETURNS


EXPERIENCE A NEW KIND OF LUXURY
Try from the comfort of your home | Free express shipping, exchanges and returns on all styles. Luxury gift wrapping included always.
 
DELIVERY
As part of our commitment to provide great service to our customers across the world we offer complimentary express shipping, exchanges and returns on all orders.
DELIVERY TIME
We ship quickly, your order will be fulfilled and dispatched within one working day of receipt.
UK & EU Members
Free next working day
USA
Free express shipping: 1-2 working days

Australia & New Zealand
Free express shipping: 3-4 working days

Rest of World
Free express shipping: 1-2 working days
 
RETURNS
Returning an item couldn't be easier. Try your purchase on in the comfort of your own home and if you need to send them back, you may return items within 28 days. Please note, a RAN number must be requested within 14 days of receiving your order. We will collect from your home, work or an alternative address.
Standard shipping, exchanges and returns are always free.
Please make sure your items are returned new, unused and with all Dear Frances packaging included. 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 accepted and will be sent back to you.
Please note we accept one exchange shipment per purchase. Subsequent exchanges will be subject to shipping charges of US$30 per item.
Gift cards are valid for a period of 12 months from date of purchase and are non-refundable. If you need to return an item purchased with a gift card, the return value will be issued as store credit.
Items marked 'Final Sale' cannot be returned.
Please contact our customer care team by emailing info@dearfrances.com if you have any further questions.

DUTIES AND TAXES

UK/EU

We ship directly from the UK. No duties or taxes will be charged when shipping within the EU.

USA

Orders under US$800 are free from any import duties and will not attract any extra fees. We deliver DDU (Delivery Duties Unpaid). Orders over US$800 are liable for all applicable import duties upon arrival into The United States, which you will need to pay to UPS or US Customs upon delivery. 

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. Please contact your local customs office for further information before placing your order.

Refund processing time
Your refund will be processed as soon as the items have been received by Dear Frances. However please allow up to 14 days from the day you return the product for your account to be credited. Your refund will be credited back to the credit card that was used to make the original purchase.