By ordering & making payment you acknowledge our Terms & Conditions of our Online Store.

A. Ordering

Please allow 2 business days for order processing.

Ordering via the Shopping Cart: 

A simple automatic process of selecting your products, and filling out your details. Payment is safe & secure via EFT or our Yoco & Payfast Card Facilities.

 

B. Payment Options

  • EFT (electronic fund transfer)
  • Debit / Credit Card Facility (online store)

 

C. Shipping

As we value you and your privacy as a customer, your order is extremely confidential and packaging is discreet. All items are packaged in plain boxes, envelopes or flyer bags and the content of your order is not recognizable by the exterior packaging. This online store is applicable to South Africa and shipping is available throughout South Africa. For international deliveries, kindly email orders@ladyduchess.co.za

 

C.1 Door to Door Courier Service:

  • Delivery period of approximately 1 – 3 business days after the order processing period.
  • A physical address is required.
  • The door to door courier service quoted on the shopping cart is applicable to major cities is South Africa. Should you reside in a town, farm or an outer-lying area, your delivery period maybe be extended and there maybe additional shipping charges, you will be informed once we receive your paid order. Should you wish to confirm your courier charge prior to your purchase, kindly email orders@ladyduchess.co.za with any queries.
  • Clients with a recipient address based in Durban have a special delivery fee of R60.00, for up to 3 items.
  • Courier deliveries are done Monday to Friday between 9am – 5pm, kindly ensure that you have someone responsible, available to sign for your package and that your mobile phone is audible in the event that you need to be contacted.

 

Once your order has been dispatched you will receive a tracking number number, with full tracking details via email. Kindly note that shipping is an outsourced service and we will not be held responsible for delays, errors, damages, or loss of packages by either shipping service. We will however try our best to assist you. As stated above the courier option is our preferred shipping method.

 

C.2 Click & Collect Service: (CURRENTLY UNAVAILABLE)

  • This service is currently unavailable as the store is temporarily closed as a safety precaution for COVID-19.
  • This feature allows you to purchase online and collect in store. Please allow approximately 1 – 3 business days after order processing for collection.
  • You will receive an email informing you that your order is ready for collection and the date for collection.
  • Third party collection: If your order is collected in store by a third party, the refund and exchange policy is applicable from the date that the order is collected in store by third parties (friends, family, colleagues etc) Kindly ensure that your order is checked properly by them on your behalf. 
  • In store collections are bound by our boutiques trading hours.

 

Urgent deliveries: Kindly state “Urgent Delivery” together with a time frame, in the notes section of your order.

 

D. Size Guide

Items have specific size guides with detailed measurements for your convenience, we also provide an approximation of the size that the product should fit. We try our best to provide detailed information on our products but should you be unsure of your size please feel free to email orders@ladyduchess.co.za for assistance.

 

E: Other Information 

Kindly note that unless specified, items exclude all accessories, e.g. Stockings, Gloves, Models Hair Extensions, Jewellery, etc. Sometimes there is a slight change in colour from the Image and the Actual item due to Camera/PC lighting, and a 2cm-4cm deviation in size.

 

F. Refunds & Exchanges Policy

  • Lingerie & Intimate Wear: We have a 100% client satisfaction rating with our Lingerie & Intimate Wear, this is due to the fact the our clients follow our size guides and approximation guides. Due to hygiene reasons as with all purchases of an intimate nature, and in line with the Consumer Protection Act, We have a strict No Refunds, No Exchanges, No Returns policy on all Lingerie and Intimate Wear Products. Exchanges will be only accepted for garments which are unworn, which have latent defects in the product subject to our discretion, and a response given only after receiving and inspection of the item.
  • Other Items: You will be entitled to a refund/exchange.

If you are not entirely satisfied with your purchase, simply follow the procedure below. All queries are to be logged via email to orders@ladyduchess.co.za, within 24 hours of receiving the package. If your package is received by you on a Friday, you should email your query by Saturday. The purchaser will need to provide the order number, name & surname as well as a legitimate reason images) for the refund/exchange.

Once your query has been logged, you will be provided with return details for the item. The purchaser will need to ensure that the item is unworn, in its original condition, with original tags and original packaging.  The purchaser will need to ensure that the item is packaged in a way which protects the item and ensures that it will not be damaged while being returned to us. The purchaser will incur the cost of returning the item (with tracking number). It is also the responsibility of the purchaser to ensure that the query is logged and the item is returned, back to us, within 10 business days, as is reasonably expected. Once received by us, the item will be inspected and a response given by email. We reserve the right to issue the refund at our discretion. Your banking details will then be requested and a refund issued on the item in query only.

Should an exchange be made the purchaser will also be liable for the shipping cost on the outbound exchanged item to them. No queries will be dealt with after these allocated time periods have expired. No Refunds, No Exchanges No Returns will be processed on sale, promotional items, items which show signs of being altered, damaged or any signs of wearing . No refunds will be processed on bank deposit fees incurred by the purchaser. No refunds will be processed on the original outbound shipping fee.

Click & Collect Service: If your order is collected in store by a third party, the refund and exchange policy is applicable from the date that the order is collected in store by third parties (friends, family, colleagues etc) Kindly ensure that your order is checked properly by them on your behalf.

We love our happy clients, and will endeavor to assist you post sales, with the same enthusiasm and high level of customer service and assistance to ensure that you have a positive online shopping experience.