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COVID-19 Updates
May 10, 2020
Duke & Duchess Jewelers
COVID-19 Response
While our customers continue to react to the pandemic caused by COVID-19, our focus remains twofold: (1) Continuing to operate our company to ensure our jewelry remains available for purchase and shipment and (2) taking all necessary preventative measures to allow our customers to continue to confidently purchase our stunning sterling silver and tungsten jewelry, and perhaps, feel a sense of normalcy during these scary and frustrating times.
Put more simply, our goal is to allow our customers to, to feel rest asuured while purchasing our jewelry. To that end, we have taken numerous precautions to achieve this goal. Operationally, our orders are fulfilled through warehouses where the employees are strictly adhering to established CDC guidelines concerning COVID-19. Moreover, each piece of jewelry sold is placed inside a plastic poly bag to prevent tarnishing of the product, which is in turn placed in a velvet bag to be placed in a box for shipment.
We are focused on keeping our products and customers safe. Should you have any questions or concerns about our COVID-19 plans, or anything else for that matter, please do not hesitate to contact us.
Stay healthy and safe as we all look forward to a return to better times.
Best Regards,
Duke & Duchess Jewelers Family
What shipping companies do you use for deliveries?
We use USPS, UPS, Fedex, and DHL.
How long does it take for home delivery?
Standard orders are processed once payment has been received and are shipped within 24-36 hours after order processing.
- Free Standard Delivery = 3 – 5 Business Days
- Expedited Delivery = 1 – 3 Business Days
- Fedex 2 Day Air = 1 – 2 Business Days
Please remember orders must be placed before 2 PM to be processed.
- Fedex Overnight = Next Day
Please note due to Covid-19, shipping companies may take longer than above times. If you have anymore questions, please contact us directly at contact@dukeduchessjewelers.com.
I placed an order on Friday for next day delivery, why did I not get it until Tuesday?
Our cut off point is 2pm, Monday to Friday. Any order placed after 2:00 PM CST will be processed through our dispatch system the next working day. We currently do not process orders on the weekends. Depending on the shipping company, they may deliver on the weekends.
I haven’t received a email confirmation?
Please be aware an automated email is sent to you to the given email address when your order is shipped out. Please check all folders including you junk/spam folders. To ensure emails reach you, add the domain contact@dukeduchessjewelers.com to your safe senders list.
Please reach out to us if it has been more than 24 hours, except after a Friday, if you have not received your automated email regarding the order. Orders are shipped out Monday thru Friday. Orders are not processed on the weekend.
Can I collect from a local store?
At this time we do not have a physical store location.
Do you deliver on Weekend?
Depending on which form of shipment you choose, the courier company does delivery on the weekends.
I paid for delivery, why did I not get it next day?
You must indicate at time of checkout, you need Overnight service in order to have it processed for next day. Please make sure your order is placed before 12:00 PM.
Can I track my item?
Yes. You will be sent an order confirmation email as soon as your order has been processed. This email will also contain your tracking number. We also ask for a mobile number so our courier can inform you of the status of your order.
Depending on the form of shipment chosen at time of placing the order, you can go to one of these links below to track your order or click the tracking number in your email:
- USPS: https://tools.usps.com/go/TrackConfirmAction_input
- UPS: https://www.ups.com/track?loc=en_US&requester=ST/
- Fedex: https://www.fedex.com/en-us/tracking.html
- DHL: https://www.dhl.com/en/express/tracking.html
For orders placed after 2:00 pm on Friday, your order will may not be trackable until it has been collected from us the following Monday.
Can someone else sign for my delivery?
Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery. But please understand every shipping company has their own rules.
Do you deliver to PO Box adresses?
No. All of our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.
Do I have to pay Customs & import charges if I live outside of the US?
Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the package.
Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.
The customs department of my country have asked me for further information. What should I do?
Each country has its own unique import procedures,which are subject to change. If you have an order held in customs then please contact our customer service team (contact@dukeduchessjewelers.com) with your order number and tracking number, via email. We will do our very best to help resolve the matter as quickly as possible.
I'm new, how do I order?
At Duke & Duchess Jewelers we go to great lengths to ensure your shopping experience is as easy and secure as possible.
Firstly you will need to add a product to cart. Use the Search or the menus to navigate to the part you need. Once you have found the jewelry piece, please check the order information to confirm it is the correct product in terms of sizing/length. Then click checkout and fill out the preliminary payment information and pay for your order.
If in doubt feel free to email our experienced customer service team contact@dukeduchessjewelers.com.
Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.
Is it safe to order online?
Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the payment gateway’s secure server. This information is authenticated to ensure it only gets sent to the payment gateway’s secure server and is checked to make sure it has been safely transferred.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.
We offer Authorize.net, Paypal and Amazon Pay to checkout.
More about safely buying online.
Which credit cards do you accept?
Our shopping cart accepts payment from major credit cards and debit cards.
What currencies can I use?
All Duke & Duchess Jewelers orders will be processed in US Dollars (USD).
How do I apply a promotional code?
You can add a valid promotion code during Checkout.
Can I use a different payment method?
Our shopping cart accepts payment from major credit cards, debit Cards, Amazon Pay and PayPal.
We do not accept cheque or store cards.
When will my card be charged for my order?
Due to the nature of our payment gateway system, the full cost of the order will be charged to the card as soon as it is placed.
Can I get more information on a product?
Yes, we are always trying to provide the best experience to our customers by updating products with specific details.
If you have any question regarding product information, please feel free to contact us at Contact@dukeduchessjewelers.com
We offer 925 Sterling Silver and Tungsten products.
What is the best way to maintain and take care of the Jewelry?
Please refer to our policy and instructions here
Do you have a Ring Size Guide?
Please click here
Can I make an order over the phone?
Currently, we are in the works to setup an appointment based system, but for now you can kindly email us and we will try to set up a time to speak to you.
How do I check if an item is in stock?
If an item is available to order online then this means the item is in stock. The website will clearly display the status of the stock.
However, from time to time and particularly with some of our more popular items, due to the high rate of sales both in store and online, there may be some discrepancies. We will inform you as soon as possible, via email, if a product is out of stock.
If you do wish to know in advance if a product is in stock, please do not hesitate to contact us via email: Contact@dukeduchessjewelers.com
How do I know if my order was successful?
You will receive an automated email to confirm your order has been received, and is being processed.
You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.
It says out of stock on your website for my part. How long will it take to get in?
tems which are ‘Out of Stock’ vary in timescales to get them back in stock. To get an estimate time please call call us on +44 (0) 203 788 7842.
Where is my order?
Most of our deliveries are sent via USPS and we will send you an automated email with the tracking number of your order. You can also find the tracking number on your order in My Account.
How can I make a complaint?
In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement.
Please email us at Contact@dukeduchessjewelers.com
Is it possible to change the address/cancel or amend my order?
Due to the high volume of orders we receive, we have an automatic invoicing system.
For all standard orders, please contact us at ordersddj@gmail.com for any return or cancellation requests within 24 hours of placing the order. We will do everything we can to accommodate all requests.
Can I have an update on my order status?
You can get an update on your order status by checking your order in your My Account section. You will need to [Sign In] to access this area OR check your tracking number by going to the shipping company’s website.
If your order has not been received within 7 business days of your order date, please email us at contact@dukeduchessjewelers.com
I have a new email address, and I am unable to reset my password. How do I change my password?
We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.
How do I return an item?
Please contact us directly at Contact@dukeduchessjewelers.com
Can you confirm you have received my return?
Should you have any queries about your return, please feel free to contact our Customer Service team via email: contact@dukeduchessjewelers.com
How long will it be before I get a refund?
Please contact us directly at Contact@dukeduchessjewelers.com for Returns.
In the event for a return, once your return is received and inspected, we will notify you regarding the status of your return. All refunds will be issued back to the original form of payment within 3-5 business days of processing the return. Please allow a period of 5-10 business days to process your return, may take additional business days to return to your original form of payment.
Once we receive the order, if it is eligible for a return, the customer’s refund will be processed within 7 business days. Please note that once we initiate the credit return process of an order, the processing time will be determined by the customer’s bank, which may require additional days to process the refund.
What do I do if I have received a damaged item?
At Duke & Duchess Jewelers we hope that you are happy with your purchases. We take great care in providing goods to the highest quality, however we know that sometimes things can go wrong and you will need to may need to return an item.
Please follow the following procedure: We would require an image to be emailed to us providing all damage caused. Please email this to contact@dukeduchessjewelers.com. Make sure you include your order number, a copy of your invoice and an image of the parcel you received it in.
More information on Returns & Refunds
Who pays for return postage?
Please contact us directly at Contact@dukeduchessjewelers.com