Returns Policy

We take great care in curating the best products and hope that you will be happy with your items and service from Duchess & Butler. We take great care in curating the best products and hope that you will be happy with your purchase from Duchess & Butler. We understand that there are occasions you may want to return an item. If you aren’t totally satisfied with your purchase, you can return it to us in its original condition for a full refund, excluding original delivery fees.

If you would like to return any items you have purchased from us, we will be happy to replace a product or issue a refund provided the items are returned in perfect condition, have not been used, washed or damaged. All original packaging must be in-tact. Please return the items using or including all their original packaging, instructions and other documents, if any, accompanying the items. If the items are damaged in any way, we may refuse a return. Please note that we are unable to refund bespoke or personalised items.

All return requests must be made within 14 days of delivery. Any return requests made after this point may not be processed.

HOW DO I GET A REFUND?

To initiate a refund, please contact ret[email protected] with the following information :
– Name
– Address
– Contact Number
– Reason for Return
– Date of Purchase
– Order Number / Proof of Purchase
– Video/Photograph of the faulty product (If applicable)

This will initiate the returns process and a Returns Number will be allocated. The Returns Number should be clearly enclosed, any items returned without a Returns Number may be refused return. All items must be returned in perfect, re-saleable condition and in the original packaging to the below address:

FAO: Returns
Duchess & Butler
Unit 7 Oakengrove Yard,
Gaddesden Home Farm,
Red Lion Lane,
Hemel Hempstead,
HP2 6EZ

Once your item is received and inspected, we will send you an email confirming receipt of your return and then another email will be sent confirming eligibility of your refund.

Items not returned within 14 days of the returns label being issued will not be eligible for returns.

RETURN SHIPPING REFUNDS FROM THE UK.

Unless the item was damaged, faulty or incorrect, we are unable to cover the return and you are responsible for the cost and risk of returning the items to us.

We are unable to take responsibility for items lost or damaged in transit therefore we recommend obtaining an insured and trackable service for returns. Please ensure it is packaged and sent appropriately. Returns will only be processed once the order has been received. In the unlikely event that the item return is in an unsuitable condition, the return may be refused.

HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY REFUND?

Please allow up to 14 working days after the item has been returned for returns to be processed.

The refund will always be paid using the same payment means you used to pay for your purchase.

CAN I EXCHANGE MY ITEM?
Yes, we do allow exchanges but we will need to pass the costs for the standard delivery rate for any new item. Kindly remember, unless the item was damaged, faulty or incorrect, we are unable to cover the return and you are responsible for the cost and risk of returning the items to us. The original delivery fee will not be refunded.

WHAT IF THERE IS AN ISSUE WITH MY ITEMS?

Please ensure you check all items when you receive them and, in the unfortunate and rare case that items arrived damaged, please report any damaged or faulty goods immediately to [email protected] providing evidence of the faulty product such as photographic or video evidence and proof of purchase.

We will examine the item and if we deem it to be faulty, we will provide a full refund including delivery charges once the items have been sent back to us. The refund will be paid using the same means of payment that you originally used to pay for your purchase. If an item is agreed to be faulty or defective, you will not be responsible for covering the returns postage cost.
We ask that you do not return a faulty item without contacting our customer services team first.