Shipping policy
Do you deliver internationally?
We deliver worldwide! We use PosLaju and DHL as our preferred courier internationally & locally. Internationally we use DHL and Aramex.
Please feel free to email us for an estimated shipping rate. We’ll be happy to assist you!
hello@duchessandco.com
The duration is subject to custom clearance. Rates are not inclusive of customs duty and taxes, temporary import export charges, import taxes or other duties.
If your country is not in the table, please email us at hello@duchessandco.com for a quote.
Do you have free shipping?
NO FREE SHIPPING FOR CLEARANCE SALE
What are the delivery charges (local)?
For Peninsular Malaysia, we have a flat rate of RM10 shipping fee for your parcel and RM15(Sabah)/RM15(Sarawak).
Enjoy FREE express shipping when you purchase above RM250 in West Malaysia RM350 in East Malaysia.
How long will it take to reach me (local)?
We aim to process your orders within 24-48 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 the 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, the 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.
I need it for the festive holidays, when should I order?
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 include New Year, Chinese New Year, Hari Raya, Independence Day, Deepavali, Christmas Day, etc.
Do you have a self-pickup option?
Yes, we do! Currently only available in our Kuala Lumpur warehouse. Please contact 0123975535 for appointment arrangement.
What are import duties and taxes?
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.
How do I track my parcel?
Once the item has been dispatched from Duchess and Co, we will send you a confirmation email with a tracking number with its tracking link to your email and it is the customer’s responsibility to track the status of their parcel. Alternatively, you can also check the status of your parcel HERE.
I can’t track my parcel!
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 hello@duchessandco.com and we will be glad to assist you!
Lost parcels
You should be able to track your parcel by clicking HERE.
After we have dispatched out your parcel to the courier company, we will not be responsible for your parcels.
If you have yet to 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 the 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 that may delay your delivery.
Can I change/cancel my order after confirmation?
Duchess and Co aim to process your order as soon as we get them and dispatch them within 24 hours. If you made a wrong purchase on the size, you may initiate an exchange once you have received the parcel.