Shipping & Returns – Dear Frances Europe


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Shipping & Returns

As part of our commitment to provide great service to our customers around the world we offer free shipping on all purchases.
Once your order has been dispatched, you will receive an automated email with your tracking details. 
Please ensure you provide a contact number and the correct delivery address in order to receive your package in the time frames listed below. If your details are incorrect we cannot be responsible for loss of any packages local or international.  

Your order will be fulfilled and dispatched within one working day of receipt. 
UK: Delivery 1-2 working days
EU: Delivery 1-3 working days
USA/ Rest of world: Please visit our USA or International site for shipping terms.

We accept payment via Visa Debit, American Express, Mastercard, Visa and PayPal. Your payment will be processed by ShopifyPayments, a secure online payment gateway. Once your order is approved you will receive an Order Confirmation email. 

If you have chosen to pre-order your shoes to secure new season and our most popular styles, your purchase will be delivered as soon as the stock arrives with an indicative date displayed at time of purchase. We will notify you when your order is ready for delivery.
All prices are inclusive of UK VAT. No additional duties or taxes are applicable.
USA/Rest of world
Please visit our USA or International site for shipping terms.

If You wish to return or exchange your purchase, You may do so in accordance with the following process:

  • Email with your order number within 14 days of accepting delivery of your order and we will provide prepaid return shipping labels.
  • Fill out the Returns Form included with your order. Please note that we do not offer refunds on sale items.
  • Shoes must be returned in original condition, shoes must be tried on a soft carpeted surface to avoid any scratches on the soles.
  • Place your shoes in the original Dear Frances shoe box and ensure the box is protected in the shipping carton provided.
  • Once you receive your shipping labels, please print and attach to the outside shipping carton and phone your local UPS courier to arrange a convenient pickup time.

Please note you must notify us of your decision to return your item within 14 days of delivery.  

You will be notified by email once your return has been received and processed.
We will refund to You the purchase price for the Product, less any applicable duties delivered paid fees and shipping costs should these be incurred by Dear Frances. The cost of return shipping is free for exchanges only, a standard shipping fee of £20 for returned items will be deducted from any refund due.
Refunds can only be credited back to the credit card that was used to make the original purchase. 

    The refund will be processed as soon as the items have been received by Dear Frances, however, please allow 14 days from the day You return the Product for Your account to be credited.

    For packages that are turned down at delivery, customer will be responsible for all duties, taxes and shipping costs to and from the United Kingdom. These costs will be deducted from customer return.

    Returns must be received by Dear Frances in their original condition, not having been worn, marked, damaged or altered. Shoes must be tried on a soft carpeted surface to avoid any marks or damages to the soles or leather. Returns that do not meet our policy will not be refunded. 

    Refunds will only be given to Products purchased at the Dear Frances Online Boutique. Refunds will not be given to Dear Frances stock purchased from Dear Frances stockists.

    Exchanges are subject to size and style availability. 
    If you have any further questions regarding delivery or returns, please email