The term Duchess Fashion & Accessories or duchessandco.com or ‘us’ or ‘we’ refers to the owner of the website whose company registration number is 002222106-K (Kuala Lumpur). The term ‘you’ refers to the user or viewer of our website.
The content of the pages of this website is for your general information and use only. It is subject to change without notice. Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements. Our goal is to provide complete, accurate, up-to-date information on our website. Unfortunately, it is not possible to ensure that any website is completely free of human or technological errors. This site may contain typographical mistakes, inaccuracies, or omissions, some of which may relate to pricing and availability, and some information may not be complete or current.
We reserve the right to correct any errors, inaccuracies or omissions — including after an order has been submitted — and to change or update information at any time without prior notice. We sincerely apologize for any inconvenience this may cause.
Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions. The trademarks or trade dress of duchessandco.com and our affiliates may not be used without our written permission. Trademarks or trade dress include the Duchess Fashion & Accessories or duchessandco.com's name and logo, and other graphics, logos, page headers, button icons, scripts, and service names of duchessandco.com, products, services, and programs, and those of our affiliates. All other trademarks that appear on this site are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored by us or our affiliates. All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence. You have permission to electronically copy and print hard copies of pages from this Web site solely for personal, non-commercial purposes related to placing an order or shopping at duchessandco.com. Unless we give you written permission in advance, any other use of this Web site, its content and its information, including linking or framing to this Web site, are strictly prohibited. From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
By placing an order you are offering to purchase a product on and subject to the following Terms of Service. All orders are subject to availability.
Dispatch times may vary subject to any delay for which we will not be responsible.
If you use this site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password. If you are under 18, you may use duchessandco.com only with involvement of a parent or guardian. Duchess & Co or duchessandco.com reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders in its sole discretion.
If your order is accepted we will inform you by email. When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorised user of the credit or debit card used to place your order and that there are sufficient funds to cover the cost of the goods.
When you place an order, you will receive an acknowledgement e-mail confirming receipt of your order: this email will only be an acknowledgement and shall not constitute acceptance of your order. A contract between us will not be formed until we send you confirmation via e-mail that the goods have been dispatched to you. Only those goods listed in the confirmation e-mail sent at the time of dispatch will be included in the contract formed.
Whilst we try and ensure that all details and descriptions which appear on this Website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund in store credit. You shall bear all delivery costs; such additional charges are clearly displayed where applicable and included in the 'Grand Total'.
Upon receiving your order our payment merchant will carry out a standard pre-authorisation check on your payment card to ensure there are sufficient funds to fulfil the transaction. Goods will not be dispatched until this pre-authorisation check has been completed. Your card will be debited once the order has been accepted.
Promotional discount codes - We may from time to time offer promotional discount codes which may apply in respect of any, or certain specified, purchases made though this Website.
Duchess Fashion & Accessories reserves the right to vary these terms and conditions.
The conditions of use relating to any discount code will be specified at the time of issue.
However, online and physical store promotions are not affiliated, unless stated otherwise.
The information contained in this website is for general information purposes only. The information is provided by duchessandco.com and while we endeavor to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.
In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arise out of, or in connection with, the use of this website.
Through this website you are able to link to other websites which are not under the control of duchessandco.com. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.
Every effort is made to keep the website up and running smoothly. However, duchessandco.com takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.
Duchess Fashion & Accessories or duchessandco.com make no representations or warranties of any kind, whether express or implied, with respect to this website, its content, or the information available on or through it; they are provided “as is,” with all faults. Except as otherwise provided under applicable laws, we and our corporate affiliates, and the directors, officers, employees, agents, contractors, successors and assigns of each, will not be liable for any damages whatsoever arising out of or related to the use of this Web site or any other Web site linked to it. This limitation of liability applies to direct, indirect, consequential, special, punitive or other damages you or others may suffer, as well as damages for lost profits, business interruption or the loss of data or information, even if we are notified in advance of the potential for any such damages.
When you visit duchessandco.com or send e-mails to us, you are communicating with us electronically. You consent to receive communications from us electronically. We will communicate with you by e-mail or by posting notices on this site. You agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing.
We operate a complaints handling procedure which we will use to try to resolve disputes when they first arise, please let us know if you have any complaints or comments by sending us an email at [email protected].
If you use this site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password. If you are under 18, you may use duchessandco.com only with involvement of a parent or guardian. Duchess & Clothing or duchessandco.com reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders in its sole discretion.
Duchess Fashion & Accessories Sdn. Bhd. or duchessandco.com understands that you care how information about you is used and shared, and is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.
The information provided by customers will help us customize and continually enhance your shopping experience at duchessandco.com. You may browse duchessandco.com without providing any personal identification information. However, we may ask you to provide personally identifiable information at various times and places on duchessandco.com. In some cases, if you choose not to provide us with the requested information, you may not be able to access the entire duchessandco.com or participate in all of its features.
We receive and store any personally identifiable information you enter on duchessandco.com, through our catalogs, or information you give us in any other way. For example, we may collect the following personal identification and contact information such as your name, address, telephone number, birth date, and e-mail address. In some instances, we may also require demographic information such as postcodes, preferences and interests. For payment purposes, we may also require your account number for processing through PayPal if you use a credit card or debit card.
If you use one of our services, or participate in one of our promotions, we may ask for additional information, such as your age, interests or product preferences. From your purchases and other interactions with us, we obtain information concerning the specific products or services you purchase or use. When you visit duchessandco.com, our web server automatically collect anonymous information such as log data and IP addresses. We may use the automatically collected information for a number of purposes, such as improving our site design, product assortments, customer service, and special promotions.
Duchess Fashion & Accessories Sdn. Bhd. or duchessandco.com values the information obtained from our customers and are not in the business of selling these information to others. We require this information to understand your needs and provide you with a better service, and in particular for you to complete your purchase transactions, provide the services you request, send you our catalogs and other offerings by mail, keep you informed about the status of your orders, identify your product and service preferences, so we can notify you of new or additional products, services, and promotions that might be of interest to you, internal record keeping, and from time to time also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customize the website according to your interests.
All of the above information that we collect, as described above, may be shared among all entities under Duchess Fashion & Accessories Sdn. Bhd., including but not limited to duchessandco.com.
We also may disclose information to outside companies that help us bring you the products and services we offer on our behalf. Examples include fulfilling orders, manage a database of customer information, distribution of e-mails, direct marketing and data collection, storage and analysis, fraud prevention and other services designed to assist us in maximizing our business potential. We require that these outside companies agree to keep confidential all information we share with them and to use the information only to perform their obligations in the agreements.
Sometimes we send offers to selected groups of duchessandco.com customers on behalf of other businesses. When we do this, we do not give that business your name and address. If you do not want to receive such offers, please adjust your email preferences or unsubscribe by clicking the unsubscribe link at the bottom of any Duchess Fashion & Accessories Sdn. Bhd. or duchessandco.com’s e-mail. Also, we may provide information to carefully selected outside companies when we believe their products or services may be of interest to you.
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. However, during payment processing, we transmit the entire credit card number to the appropriate credit card company during order processing. It is important for you to protect against unauthorized access to your password and to your computer. Be sure to sign off when finished using a shared computer.
A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences. We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website and the information practices of these advertisers and third-party Web sites are not covered by this Privacy Notice. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
You may choose to restrict the collection or use of your personal information:
whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes; and/or
if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at [email protected]. We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible at the above address. We will promptly correct any information found to be incorrect. Please note that we do not offeropt out from sharing non-public personally identifiable information about you among Duchess Fashion & Accessories or duchessandco.com group entities.
Any dispute relating in any way to your visit to duchessandco.com or to products purchased here shall be submitted to confidential arbitration in Malaysia. The following elements of this website are the property of duchessandco.com or our suppliers and are protected by Malaysia and international copyright laws: all text, graphics, logos, button icons, images, and audio clips, digital downloads, and data compilations — both individually and as they are compiled on the site. However, if you have in any manner violated or threatened to violate our intellectual property rights, we may seek injunctive or other appropriate relief in any state or federal court in Malaysia. You consent to exclusive jurisdiction and venue in such courts. Any arbitration under this agreement shall be conducted under the prevailing rules of the Malaysian Arbitration Association. The arbitrator’s award shall be binding and may be entered as a judgment in any court of competent jurisdiction. To the fullest extent permitted by applicable law, no arbitration with respect to this Web site or to products purchased here shall be joined to an arbitration involving any other party, whether through class arbitration proceedings or otherwise.
We deliver worldwide! We use PosLaju & DHL as our preferred courier internationally & locally. For local and Singapore there is an option between Poslaju & DHL. Check out our estimated delivery rates & duration here:
If your country is not in the table, please email us at [email protected] for a quote.
We provide free express shipping for all local orders (Malaysia) above RM200.
Free shipping is not applicable during any event of sale (CYBERSALE, FLASH SALE etc.)
For Peninsular Malaysia, we have a flat rate of RM10 shipping fee for your parcel and RM18(Sabah)/RM18(Sarawak).
Enjoy FREE express shipping when you purchase above RM200 (Malaysia only)
We aim to process your orders within 24 hours of working days (Saturdays & Sundays are not considered as working days) of orders being placed. Your order should reach you within 3 working days from dispatch date.*
Local orders placed before 3pm on business days will be processed and dispatched on the day itself. Please allow an additional 1-2 days for Sabah and Sarawak.
Please take note that if you purchased a Pre-Order item alongside a ready stock item, we will send the ready stock item to you first, in the case of international orders, ready stock will be sent together once Pre-Order arrives.
*These are estimated dates and peak seasons might affect the estimated delivery time.
**Important Information Order cut-off times are provided as guidelines only. They do not take into account possible delays caused by payment authorization. Tracking numbers will be emailed once items have been shipped. All orders require a signature upon receipt. We are unable to redirect orders once items have been dispatched Please note that all transit times are subject to Customs Clearance
Dispatch and delivery duration from the courier company is out of our control and might get stuck during festive holidays/peak season. To avoid disappointment, please make your orders as early 12 days before the holidays.
For example, if you have a parcel you would like to receive by Christmas Day (25th December), please place your order as early as 13th December.
Festive holidays/peak season holidays includes : New Years, Chinese New Year, Hari Raya, Independence Day, Deepavali, Christmas Day etc.
Yes we do! Currently only available in our Bangsar outlet.
HOW TO SELF PICKUP
1. Upon checkout, at STEP 2 : DELIVERY METHOD, please select the Self Pickup option.
2. Once your order is process, allow at least 24 hours for your order to shipped to our Bangsar store for pickup.
3. You will receive a confirmation email once the item has been shipped out and you may collect it at :
17-2, Jalan Telawi 2, Bangsar Baru 59100 Kuala Lumpur.
Tuesdays-Sundays : 10AM-7PM
Mondays : 10AM-5PM
4. Please show your invoice/confirmation email for verification purposes.
Please note that all orders are shipped from Malaysia. Any import duties and taxes are charged once the parcel has reached the destination country and these charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges as customs policies vary from country to country. If you have any questions related to customs charges you are advised to contact your local customs office.
The status of your parcel will show within 24 hours of dispatch and if you are still unable to track it after 24 hours, email us at [email protected] and we will be glad to assist you!
You should be able to track your parcel by clicking on the links below.
After we have dispatched out your parcel to the courier company, we will not be responsible for your parcels.
If you have not receive your parcel within the estimated days, it may have been held back at the nearest post office after failed delivery attempts. You may call the courier company to track the last whereabouts of your parcel and personally retrieve it from the courier office.
Unclaimed parcels will be posted back to our warehouse and you will have to pay for the reshipping costs according to initial shipping cost.
For security purposes, we do not deliver to a PO Box address. In the event you have chosen a PO Box address as your destination address, we will send you an email requesting you to choose an alternative address which may delay your delivery.
Duchess & Co aims to process your order as soon as we get them and dispatch within 24 hours. If you made a wrong purchase on the size, you may initiate an exchange once you have received the parcel. The exchange form is here
Yes you may*! We accept returns within 14 days of the date of your order's arrival.
Items should be returned in their original condition (unworn, unwashed and unaltered) with all tags attached. Your postage costs will not be refunded and we are not liable until item reaches our warehouse.
*An exchange or return for credit note will be offered on full price items only.
Duchess & Co reserves the right to deny return/exchanges if conditions above are not met: Please refer to table below for more understanding or you write in to us at [email protected]
Reasons for return/ exchange has to be reasonable. Unsatisfactory item returns with reasons such as;
Slight colour variation/slight design variation(motif/print)
Do not like the item
Variation of size ±3cm
Customer opinion on quality/ design
Other unreasonable reasons
Reasons above will not be the responsibility of Duchess & Co.
Customer will bear return, exchange, initial shipping cost and be charged a processing fee.
Promotional or sale items or items bought with discount codes are STRICTLY non-exchangeable and non-refundable.
Items in the MARKETPLACE TAB are STRICTLY not valid for exchanges or refunds.
Sales/Discounted items can only be returned and refunded in credit note and be charged a processing fee (excluding Marketplace).
Kindly fill in the return form and the return department will get back to you once the returned item is received by us. Please do not send the item(s) back on your own accord, we will not bear the shipping cost.
All goods will be inspected upon return. Returns that are damaged will not be accepted. The returned items are your responsibility until they reach us. Please ensure you package your return securely to prevent any damage to the items.
Please ensure that you return items within 14 days of the date of your order's arrival. Returns outside this time frame will not be entertained.
Here are a few ways you could return/exchange your valid parcels.
Please note that Free Returns are only applicable for local orders (Malaysia) and customers who opt for Poslaju courier service.
Yes you can! This is only available at our Bangsar outlet. Please do not send the item(s) back on your own accord before filling in the return form.
First of all, you fill in the form and at the remark section, indicate you would like to exchange in-store at Bangsar outlet (17-1, Jalan Telawi 2, Bangsar Baru, KL). Upon receiving a reply from our return department, you may proceed to drop by with your purchase.
As our warehouses are different, please allow 3 working days for your exchange item(s) to reach the Bangsar outlet before planning a trip over within the 14 days of purchase.
For exchange, please be aware that we can only replace it for the same product for a different size (subject to availability upon receiving the returned item). Exchange request can only be made ONE TIME for every purchase.
Any exchanges for items purchased with credit notes are final and exchanges will not be entertained.
In the event where there is no size available for the requested item, a refund will be issued to you in CREDIT NOTE ONLY.
We will only refund in the form of online credit note in the amount you have returned with a deduction of 4% processing fee.
A credit note is an online voucher code issued to you when you return an item or when exchange is unable to be performed due to size inavailability.
Credit note issued to the customer will be a deduction of initial shipping cost and processing fee of 4%.
Credit note is valid 60 days (2 months) from issuance
Credit notes' validity are strictly non-extensible
Credit note can be used at anytime at the checkout before expiry. Please note that the balance of any unused credit or any difference in price on an exchange made for an item of a lesser value is not refundable
Please allow 5 working days after the receipt of your parcel for us to issue the credit note
Simply apply the code sent to you via email at the checkout page and click ‘APPLY VOUCHER’. Credit note amount will be deducted from your final price.
Please note that the balance of any unused online credit or different in price that is lesser is not refundable.
For example, you have applied a credit note of RM100 for a RM90 product, your balance of RM10 will not be refunded nor saved in your account.
Credit notes’ validity/expiry date are strictly non-extensible or transferrable.
Yes, they are returnable for ONE TIME only and any returns after will not be entertained.
No, our in-store and online sale are NOT affiliated unless otherwise stated.
No, our Bangsar and Singapore store sale are NOT affiliated unless otherwise stated.
Please lookout to our newsletters/announcements on pre-order availability.
Pre-orders will take at least 14 working days to arrive. In case of delays, you will be notified via email.
Pre-orders will be sent out once they arrive our warehouse.
Our body measurement charge that will help you get a better grasp of what size you wear in Duchess & Co as our sizing runs differently compared to other brands.
If you have more questions, please do not hesitate to email us at our Customer Care at [email protected]
We pay for your return shipping! If you have any item(s) you would like to send back to us for exchanges/returns, we will arrange for the Poslaju courier to pick it up from you!
Valid for returns within Malaysia only and for customers who opt for Poslaju courier service.
When filling up your returns form, just select FREE RETURNS and we will arrange for the Poslaju courier to pick it up from you.
You can also request for free return pickup for items you would like to exchange.
The entire process will roughly take 7-10 working days from the arrangement of courier to pick up from your address and post it back to us for verification. Once we have received the parcel, we will post your new item(s) back to you.
No, all SALE items are non-exchangeable and non-refundable. You will need to bear the shipping cost for sale items returns.
It's very easy! Just spend RM1,000 on our website and you'll automatically become our online member. To upgrade to our VIP, spend up to RM3,000.
No time limit, as long as you spend up to RM1,000/RM3,000 on our website, your account will be upgraded automatically.
Sorry, membership is only given upon accumulation of RM1,000 spent. Upon sign up, you are a normal user account.
No. Online and store membership are not affiliated.
Don't worry! This is automated. Your discounts will be reflected at the end of your cart upon checkout.
No, discounts are applicable only on full priced items.
Your membership with us is for a lifetime!