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

FREE WORLDWIDE SHIPPING AND EXCHANGES

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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 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
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. For orders above $800, as the purchaser, you will be liable for all applicable import 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.
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 withing 14 days of the date on which items are delivered to you.

Return shipping cost

Exchanges are completely free!

Refunded items, a small return shipping fee of $30 USD will be deducted from the amount of your refund.

 

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, however, 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 any applicable duties delivered paid fees and shipping costs should these be incurred by Dear Frances. A standard shipping fee of USD$30 for refunded items will be deducted from any refund due. Refunds can only be credited back to the credit card that was used to make the original purchase. 

Please note, that for packages that are turned down at delivery, you 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.

All sale items including sample sales, flash sales and promotions are final and cannot be returned for a refund. Sale items can be exchanged, subject to availability.

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.