Refund policy
Company Return & Exchange Policy
Thank you for shopping with us! We strive to offer unique, high-quality collections each year and want our customers to be satisfied with their purchases. Please carefully review our return and exchange policy below.
Annual Collection Launch We launch new collections on an annual basis, with each collection typically consisting of 15-20 unique designs. Once a collection is launched, all items in that collection are final and cannot be restocked in the same designs or sizes until the next launch.
Return & Exchange Guidelines
No Cash Refunds We do not offer cash refunds. The only exception to this is if the item you received is faulty or damaged upon arrival. In such cases, we will work with you to resolve the issue, including offering a replacement or store credit.
Size Exchange We allow exchanges for items that do not fit. If your preferred size is unavailable, we will offer an exchange for a different design within the same collection, subject to stock availability.
Store Credit for Non-Exchangeable Items If an exchange is not possible (due to size or design unavailability), we will issue store credit for the value of the item. Store credit can be used on future purchases and will remain valid until the next collection launch.
Customer Feedback
While we understand that our return policy may not meet everyone's expectations, we want to assure you that we are committed to providing the best customer experience. We are here to listen to any concerns you may have and will do our best to accommodate reasonable requests. Your feedback is important to us and will be taken into consideration for future improvements.
Can I return my ONLINE purchase?
Yes you may*! We accept returns within 10days of the date of your order's arrival.
Items should be returned in their original condition
- unworn
- unwashed
- unaltered
- all tags attached
*An exchange or return for credit note will be offered on full price items only.
Is my purchase valid for return/exchange?
NO EXCHANGE AND RETURN FOR CLEARANCE SALE
Sale & Clearance Items Items purchased during a sale or clearance event are strictly non-returnable and non-exchangeable. All sales are final on these items.
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
- Customer opinion on quality/ design
- Other unreasonable reasons
Reasons above will not be the responsibility of Duchess and Co. Customer will bear return, exchange, initial shipping cost and be charged a 4% processing fee.
Can I return/exchange promotional items?
Promotional or sale items or items bought with discount codes are STRICTLY non-exchangeable and non-refundable.
Promotional items that are on Sale with the use of ADDITIONAL DISCOUNT CODE upon checkout is STRICTLY non-exchangeable, non-refundable and there will be NO refunds in form of credit note.
Can I change my order?
Once an order has been placed you are not allowed to change your order. All purchases are final upon checkout after payment is made. Returns and exchanges will only be performed accordingly to our Return and Exchange Policy below. If you have checkout and made payments without applying the discount code, we are not able to edit your order or refund you the discount. Applying the discount code upon checkout will be your own responsibility. After a purchase is made please do refer to our exchange and returns policy.
How do I initiate return/exchange?
Please fill up the return and exchange form. Follow the instructions below.
We will notify you once we review your form and will notify you on when you can return your items to 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 10 days of the date of your order's arrival. Returns outside this time frame will not be entertained.
What return methods do you offer?
Please post to our warehouse at
33 Damai, No. 7 Jalan Damai 55000, Kuala Lumpur.
How do I exchange my International order (exchanges shipped overseas from Malaysia)?
ALL International orders can ONLY be returned and refunded in CREDIT NOTE.
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
- Customer opinion on quality/ design
- Other unreasonable reasons
Reasons above will not be the responsibility of Duchess and Co. Customer will bear return, exchange, initial shipping cost and be charged a 4% processing fee.
Promotional or sale items or items bought with discount codes are STRICTLY non-exchangeable and non-refundable.
Promotional items that are on Sale with the use of ADDITIONAL DISCOUNT CODE upon checkout is STRICTLY non-exchangeable, non-refundable and there will be NO refunds in form of credit note.
How many times can I exchange my product?
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.
How do I get refunded?
If item is defected or the intended size for exchange is no longer available. We will refund in the form of online credit note or to your credit card.
What is a credit note?
A credit note is an online voucher code issued to you when you return an item or when the exchange is unable to be performed due to size unavailability.
- Credit note is valid till the launch of next collection.
- Credit notes' validity are strictly non-extendable
- Credit notes can be used at any time 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
How do I use my 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 difference in price that is lesser is not refundable.
For example, you have applied a credit note of RM100 for an RM90 product, your balance of RM10 will not be refunded nor saved in your account.
Can I extend the expiry date of the credit note?
Credit notes’ validity/expiry date are strictly non-extendable or transferrable.
Are products bought with credit notes returnable/exchangeable?
Yes, they are returnable for ONE TIME only and any returns after will not be entertained.
Do you do pre-orders?
Please look out into 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 at our warehouse.
I’m not sure what size I am, help?
Our body measurement chart will help you get a better grasp of what size you wear in Duchess and 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 hello@duchessandco.com
How long does it take?
The entire process will roughly take 7-10 working days from the arrangement of the 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.