RETURNS & EXCHANGES
We realise that getting just the right shoe and fit is really important, and we want to assure you that you can order from our websites with complete confidence.
If, for any reason, you're not 100% satisfied, we will be pleased to refund your purchase. All we ask is that your returned items are in a new, resalable condition, in the original packaging, including any original labels or tags still attached. This means that the product and the box should not be damaged, dirty or marked. Please try on the footwear on clean, carpeted surfaces and ensure you are completely happy with the look and fit before wearing them outside.
You can return any item for refund within 28 days of your original purchase date if you are not completely satisfied. Please note that we currently do not offer exchanges, therefore a new transaction would need to be raised for any alternative sizes, colours or products.
FINAL SALE items from our CLEARANCE items are not eligible for free returns unless they are deemed to be faulty.
Please do not affix any labels directly onto the shoe box when returning items.
Failure to comply with the above terms means that we reserve the right to refuse your return. Should there be any issues with your returned items, you will be contacted via email.
Duca UK reserves the right to amend this Returns Policy at any time.
IS THERE A COST INVOLVED?
Returns are FREE for all UK customers via MYHERMES PARCELSHOPS.
Channel Island residents, or those who are not able to get to MyHermes ParcelShop location, are responsible for the cost of returns, unless the item is incorrect or faulty.
Please note any return shipping fees paid are non-refundable unless an item is deemed faulty by our Customer Service team.
You can check the location of your nearest MyHermes ParcelShop location here - https://www.myhermes.co.uk/our-services/parcelshops/
HOW DO I RETURN AN ITEM?
Please visit the MY ACCOUNT section of this website and log-in. Go to ORDER HISTORY AND DETAILS. Select the relevant order and follow the prompts to process your Return and submit a Return Request.
If you used the GUEST CHECKOUT option when making your purchase, please contact us direct to request a return. Our team will then advise you of the quick and easy returns process.
Once your Return Request is submitted, we will review and you will be notified via email if your return has been accepted/declined (please allow 24 hours or next working day if over a weekend/national holiday)
Once your return is accepted, you will receive an email notification from us with a link to our Returns Form. If you are eligible for a FREE RETURN, a prepaid postage label will be provided for you to print and affix to the package. If you are not, please refer to the ALTERNATIVE RETURNS OPTIONS below.
Repack the item(s) to be returned in the original packaging and place the completed Return Form inside the box with the item(s). If you no longer have the Return Form contact us and we will email one to you. Please ensure all Duca packaging is protected from damage during transit.
Return your item to one of the 4,500+ myHermes ParcelShops stores across the UK - https://www.myhermes.co.uk/our-services/parcelshops retaining your proof of posting receipt until your refund has been processed.
ALTERNATIVE RETURNS OPTIONS (at your own cost)
If you do not have a local myHermes ParcelShop or you are based in Northern Ireland, Channel Islands or Offshore Islands, please follow the instructions below:
Return the parcel via a postal service of your choice to the below address:
Duca del Cosma (UK) Ltd
The Old Gasworks
43 Progress Road
Leigh on Sea
Essex SS9 5PR
We suggest you use a tracked service and please retain your proof of posting receipt until your refund has been processed.
We are sorry but we do not have an exchange policy at this time.
HOW LONG WILL IT TAKE TO PROCESS MY RETURN?
Once the return has been accepted at one of the Hermes Parcelshops, parcels are then returned to us within 2-4 working days.
Upon receipt we will endeavour to process your return as quickly as possible.
You will be notified via email once your refund has been processed. Please allow up to 14 days from the date we receive your returned item(s) for the refund to reflected in your account. This period is subject to the original payment method selected and is completely bank dependent.
Refunds will be processed in the same way in which the payment was originally made. This does not affect your statutory rights.
WHAT IF YOU DO NOT RECEIVE MY RETURNED ITEM?
Please ensure you obtain a proof of posting receipt and keep this safe until your refund has been processed. Claims for lost returns will be refused if there is no receipt to prove that the item has been sent back to Duca UK.
WHAT DO I DO IF I RECEIVED THE WRONG ITEM OR I THINK SOMETHING IS FAULTY?
Firstly, we’re really sorry if this has happened!
In the event that an incorrect item has been delivered, you believe your item to be faulty, or you have received a damaged parcel with missing items, please log-in to your account and follow the Returns process above indicating the reason for your return. A member of our Customer Care Team will be in touch to assist you.
WHAT DO I DO IF I PURCHASED MY ITEM FROM A DUCA DEL COSMA RETAILER AND WISH TO RETURN/EXCHANGE IT?
If you purchased your item from a Duca retailer, either in store or via any website other than www.ducadelcosma.co.uk, then the retailer’s own returns policy and warranty offer applies. Therefore, you must return the item to the retailer.