FAQS
Returns (USA)
You have 14 days from when you receive your order to return your items for store credit.
DISCOUNTED ITEMS ARE FINAL SALE, NO EXCEPTIONS PLEASE
Any items purchased at a discounted price are final sale. This includes discount codes and price markdowns, as well as any other promotions.
Items must be in original condition, unwashed, unworn, and with original tags attached. Items must be in hands of the shipping carrier by the 14th day after receiving it. Shipping label will become invalid after 14 days from the day the package was received.
Please note that $6 for the return label will be deducted from your refund.
Once we receive the item, we will inspect it and process your store credit within 3 business days.
If you have any questions or concerns about our return policy, please don't hesitate to contact us. We're here to help!
Please fill this out to start your return, and we'll send you a return label within two business days:
https://forms.gle/8UR2U5YtCQkokRZ57
International Purchases:
Shipping is calculated at checkout and will vary by country. You may owe additional customs and fees when the package is delivered, unfortunately that is out of our control.
The customer is responsible for paying these. If customs and duties are not paid and the package is not delivered, we are not responsible and you will not receive a refund for your order.
The customer is responsible for receiving the package and arranging delivery if needed. We provide tracking information, and the shipping carrier can be contacted if needed. If delivery fails due to the customer, we are not responsible for the package and you will not receive a refund for your order.
PLEASE NOTE: International purchases cannot be returned.
Shipping to the following locations is currently unavailable due to postal restrictions – Afghanistan, Algeria, Bonaire, Sint Eustatius and Saba, Iran, Islamic Republic Of, North Korea, Democratic People's Republic Of, Pakistan, Russia, Saudi Arabia, and Syria.
Add items to cart and enter address to check the shipping price for your country.
Shipping times will be displayed at checkout and vary by country but are generally 6-21 business days.
Scroll to the bottom of the website to change the currency to your country.
Care
Hand-knitted items are delicate and should be hand washed in cold water with a gentle detergent. Do not use hot water or harsh detergents as this can cause the fibers to felt or damage the yarn.
Sizing Chart
Changes/Cancellation Policy
If you need to change or cancel your order, contact us ASAP. You can reply directly to your order confirmation email. If the order hasn't shipped, we're happy to accommodate you.
Lost Package
Please keep in mind that we hand packages over to the shipping company, but they are delivering it! Not all circumstances are under our control, and you are responsible for tracking your package and receiving it. Any claims for lost packages need to be filed within 21 days of the order being shipped.
If tracking hasn't updated in over 7 days: Contact the shipping company and file a claim if needed.
If tracking says delivered, but you have not received it: Please file a claim with the shipping company.
If tracking is returned to sender due to an invalid address: You must reach out to help@onedutchess.shop with your order number and the correct address to have it resent!
Problem with order:
Let us know within 7 days of receiving your order if something is wrong- incorrect or damaged item, etc. Reply to your confirmation email with what the problem is and include pictures if applicable. We'll take care of you!