Returns & Exchanges

DUCA DEL COSMA RETURNS POLICY

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 website with complete confidence.

If you are not 100% satisfied, we will be pleased to refund or exchange your purchase within 28 days of your original purchase date.

RETURNS POLICY
All we ask is that your returned items are in a new, resalable condition, in the original packaging which includes any original labels/tags still attached, and shoe bag also included.

This means that the product and its Duca packaging should not be damaged, dirty or marked. Please do not affix any labels directly onto the Duca shoe box when returning items. Always retain the original outer packaging in which your order was shipped to you, until you are sure that you do not wish to return your item.

Please try on the footwear on clean, carpeted surfaces and ensure you are completely happy with the look and fit before wearing them outside.

Failure to comply with the above terms means that we reserve the right to refuse your return/exchange. 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.


EXCHANGES
We will be happy to exchange your order for an alternative size and/or colour of the same product originally purchased (same value). For any exchange required for an alternative product with a higher/lower value, you will need to follow our Returns process to obtain your refund, and you will need to place a new order through our website.


HOW DO I RETURN/EXCHANGE AN ITEM?
Duca returns and exchanges are simple…

STEP 1:
Send an email to customerservice@ducadelcosma.co.uk advising us that you would like to return your order for a refund or size/colour exchange, and provide us with the following details:

  • Original Order Number
  • Your Full Name
  • If you wish to receive a REFUND or require a size/colour EXCHANGE (please advise details)


STEP 2:
We will then email you our RETURNS FORM to complete and return with your order so we can identify your return upon receipt. A pre-paid MyHermes postage label will also be provided for you to print and affix to the package.

STEP 3:
Simply drop off your item at one of the 4,500+ myHermes ParcelShop stores across the UK - https://www.myhermes.co.uk/our-services/parcelshops/ - retaining your proof of posting receipt until your refund/exchange 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:

STEP 1:
As above

STEP 2:
You will be provided the Returns Form but no pre-paid label. Returns are at your own cost and return costs will not be refunded.

STEP 3:
Return the parcel via a postal service of your choice to the below address:

Duca del Cosma (UK) Ltd
Ecommerce Returns
The Old Glasworks
43 Progress Road
Leigh on Sea
Essex SS9 5PR
United Kingdom

Please always use a tracked service and retain your proof of posting receipt until your refund/exchange has been processed.

HOW LONG WILL IT TAKE TO PROCESS MY RETURN/EXCHANGE?
Once the return has been processed via one of the MyHermes ParcelShops, parcels are usually returned to us within 2-4 working days.

FOR REFUNDS - upon receipt we will endeavour to process your refund 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 be 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.

FOR EXCHANGES - upon receipt we will endeavour to process your exchange as quickly as possible. You will be notified via email once your return has been checked and your exchange processed and despatched. Please allow up to 5 working days from the date we receive your returned item(s) for the exchange to be delivered.


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/exchange 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 follow the Returns process above indicating the reason for your return. A member of our Customer Care Team will be in touch with you 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 for any refunds/exchanges to be processed.


WHAT DO I DO IF I PURCHASED MY ITEM FROM THE GLOBAL WEBSITE – WWW.DUCADELCOSMA.COM?
If you purchased your item via the brand’s global website - www.ducadelcosma.com - then please address all correspondence to info@ducadelcosma.com . All returns must be sent to The Netherlands warehouse at your own cost. Please refer to www.ducadelcosma.com for their returns/exchange policy.


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