Returns Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@duchessandbruno.com. Please note that returns will need to be sent to the following address: 6 Bridgewater Place, Mount Nathan, 4211, Australia.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@duchessandbruno.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Digital downloads cannot be returned due to the nature of the purchase. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
We understand that sometimes the activity booklet you receive might not be quite right for you. Here's how you can exchange your booklet:
- Initiate the Exchange:
- The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. However, for your convenience:
- Direct Exchange Option: Contact our customer support at info@duchessandbruno.com to request an exchange. Please provide your order number in the request.
- Conditions for Exchange:
- The activity booklet must be in the same condition as when you received it, unused, with all original tags intact if applicable.
- Exchanges must be requested within 30 days from the date of purchase.
- Exchange Process:
- Once your request is received, we will guide you through the process. You will need to:
- Confirm the details of the new booklet you wish to exchange for.
- Follow the return instructions provided by our team, it will include sending the original booklet back to us at your expense or using our return label if we offer this service.
- Costs:
- If the new booklet is of equal or lesser value, no additional payment is required, but return shipping will be at your cost unless otherwise noted.
- For booklets of higher value, you'll need to pay the difference. This will be communicated to you during the exchange process.
- Refunds on Exchanges:
- If you decide to return the new booklet after the exchange, our standard refund policy will apply, but please note any shipping costs incurred during the initial exchange will not be refundable.
- Limitations:
- We reserve the right to refuse exchanges if the items returned do not meet our return condition standards or if we suspect fraudulent activity.
- Personalised or custom-made booklets might not be eligible for exchange unless they arrive damaged or incorrect.
How to Initiate an Exchange:
- Email us at info@duchessandbruno.com with your order number and details of the exchange.
Remember, our goal is your satisfaction. If you're unsure about an exchange or need assistance, our customer service team is here to help you find the best solution.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@duchessandbruno.com.