SHIPPING & DELIVERY


PLEASE READ CAREFULLY BEFORE MAKING A PURCHASE

All orders are processed and shipped within 1-2 business days. Our system emails your order receipt as soon as your online order is complete. You may also login to your website account to view your order details. If you have not received an email please contact us immediately. Custom Orders, and other items may not be available for immediate shipment. We will notify you of product delays or back-ordered products and hold your order until all products are available. You would have the option to cancel your order for a full refund if you desire.

SHIPPING DELAYS

We will give you a delivery estimate when you place your order based on the information we receive from our warehouse. Note that it is our advice than you not wait until the last minute to place your order.  IF YOU HAVE A DEADLINE, HAIR APPOINTMENT OR OTHER IMPORTANT ENGAGEMENT IT IS ALWAYS RECOMMENDED TO ORDER FAR ENOUGH IN ADVANCE TO ALLOW FOR UNANTICIPATED DELAYS We are not responsible for late shipments due to inclement weather, holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times. We entrust the carrier to deliver your package on time. If your package is delayed we will not offer a reimbursement of shipping charges. If you need additional information, please contact us at shipping@duchessbrands.com.

FRAUD

We take fraud very seriously and require that your shipping and billing addresses match for your order to be approved. If your order has been declined due to an Address mismatch, please contact us to resolve the issue. If you have a special request for a different billing and shipping address, please call us and we will work to accommodate your needs.  Please be aware that If we find anyone fraudulently using a credit card that belongs to somebody else we will report it to the authorities for prosecution.

 

PRODUCTS AVAILABILITY

If the product you ordered is not available, we will contact you by phone, email, or both to see if you are interested in a product substitution. If a substitution is not a viable option for you and you wish to cancel your order completely, we will issue your payment as a refund.

Un-deliverable packages : Incorrect Addresses & Refused Deliveries

Your order will normally be shipped via USPS, UPS or FedEx to the address you provide. Tracking numbers are sent to your email address as soon as soon as a shipping label is created. If you do not receive a tracking number, please let us know. Use your USPS/FedEx/UPS tracking number to track your package in transit.

Incomplete or incorrect address information are the major cause of shipment delays. Check the address information on your order. Make sure you have included ALL the information (address, apt#, etc.) needed to deliver your package. Most carriers charge a service fee for address corrections. You will be charged for any additional fees caused by bad address information.

Due to problems with missing shipments and fraud attempts, we ship all packages as SIGNATURE CONFIRMATION. This means that someone must be there to sign for the package. UPS and FedEx will attempt to obtain a signature at the time of delivery. We are sorry, but we do not have any way to give special delivery instructions to the USPS delivery person and any such instructions will be ignored. USPS will usually make several attempts to deliver your package. They may also leave a notice of their attempts to deliver at the delivery address and give you a telephone number to call for pick-up or to arrange an alternate delivery. It is the customers responsibility to arrange for package pick-up if necessary. Please note we will not issue refunds for refused or abandoned shipments.

LOST SHIPMENTS

If you have tracked your package and there is a discrepancy in delivery information or it has been lost in transit please contact us by phone or email immediately. We will contact carrier and initiate a trace for your package and have them start an investigation. This investigation can take up to 8-10 business days. If it is determined that your shipment has been lost a replacement will be sent pending carrier's investigation of the situation. If the product comes returned to us as un-deliverable, we will contact you and re-ship the item at our expense depending on the situation.

INCORECT ORDERS / PRODUCTS

In the rare occurrence of a mistake or delay from our end, we will make every effort to correct it. If we shipped the wrong item or something is missing, we will re-ship it at our expense using the same method of shipping as on your order. You must notify us of any incorrect or missing items within 7 days after receipt of your shipment.