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How to cancel your order

As a customer based in the EU, under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs) have the right to cancel your order with us, provided you give us written notice any time after your order has been placed, up until 7 working days from the day after you received you order.

You must notify DUKAS in writing of your wish to cancel the contract for your entire order under the DSRs any time after your order has been placed, up until 7 working days from the day after you received you order. Please email customerservice@dukas.com.gr

Please note that you must cover the cost of the return shipment and all items must be returned unused, in their original condition and from the country that the order was delivered to.

We will refund the full value of your order, including shipping costs, within 30 days of receiving your notice of contract cancellation.

Please note you may only use your right to cancel the order under the DSRs if you give us formal written notice of cancellation any time after your order has been placed, up until 7 working days from the day after you received you order, as described above.

Please note the cancellation policy does not apply during Sales time or ‘BASICS’ line products. See our Exchanges & Returns terms and conditions for more information on sales policy.

Find out how to return your shoes

RETURNS

Should you wish to return an item, we are happy to offer an exchange or refund provided items are returned to DUKAS within 7 days of receipt for full price goods.

Please Note: During Sales Period or ‘BASICS’ line products we only offer exchange on purchased items. Goods must be returned within 7 days of receipt of delivery in original condition. Sales items and ‘BASICS’ line products are not refundable.

All items must be returned in perfect condition and with the original packaging – the RETURN tag must not be removed. We are unable to offer an exchange or refund on items that are scratched, damaged or not in their original packaging. Shipping and customs charges for returning the product will not be covered by DUKAS, any charges will be due to be payable by the customer if incurred by DUKAS and will be subtracted from any refund due. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our headquarters.

We recommend that you use a secure, trackable means to return your order to us at:

DUKAS

22 KING GEORGE B’ AVENUE

11635 – ATHENS

GREECE

+30 2107258937

REFUNDS

Shipping and handling charges paid on your original shipment are non-refundable, and these will be deducted from any monies returned to you in the event you return one of our products. Please allow 14 working days once we receive your product for DUKAS to process your return, plus allow for a further 2 days for banks to clear funds on your account.

If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through DUKAS. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.

Please note: We do not offer any refund on any ‘BASICS’ line orders.

 

EXCHANGES

If a customer exchanges a product and there is a difference in the final balance, he will be issued a credit note which can be redeemed on his next purchase within 12 months.

FAULTY ITEMS & REPAIRS

We offer a complimentary repair service for 6 months from the day you purchased if we define that the problem with the product has occurred not from ill-usage but with a fault either with production or with an element of the production and assembly process. Please email images of your product, including detailed images of the damaged area to customerservice@dukas.com.gr . Shipping and customs charges for returning the product will not be covered by DUKAS.

Please note: General wear and tear will not be covered by this service and all complimentary repairs are at the discretion of DUKAS.

If you have had a product for more than 6 months that requires a repair please follow the same process. We will then assess the work that is required and provide you with a quote and information on how to proceed.

Please note that we will require valid proof of purchase before we proceed with any repair.

How to take care of your DUKAS shoes

CARE TIPS

To make sure your shoes ages beautifully, we recommend that you:

  • Avoid exposure to direct light and any source of heat and moisture.
  • Avoid contact with any oil or chemical based substances, perfumes and anything containing alcohol and its derivatives.
  • If your shoes comes in contact with water or any of of the above substaces, gently clean with a dry, non-fluffy absorbent cloth.
  • Store in the DUKAS satin dustbag

SPECIAL CARE FOR FINE LEATHERS

Calf-hair and snakeskin leather has a distinct delicate texture. Repeated friction against other materials may cause thinning or shortening of fur and alter its appearance over time.

Special care is recommended for suede leather, since it tends to change color upon contact with colored materials.

The inside color of unlined leather can occasionally transfer to light-colored items (especially for darker colors). It may also leave plushes that can be brushed away easily.

REPAIR SERVICE

For repairs please email: customerservice@dukas.com.gr

We offer a complimentary repair service for 6 months from the day you purchased if we define that the problem with the product has occurred not from ill-usage but with a fault either with production or with an element of the production and assembly process. Please email images of your product, including detailed images of the damaged area to customerservice@dukas.com.gr . Shipping and customs charges for returning the product will not be covered by DUKAS.

Please note: General wear and tear will not be covered by this service and all complimentary repairs are at the discretion of DUKAS.

If you have had a product for more than 6 months that requires a repair please follow the same process. We will then assess the work that is required and provide you with a quote and information on how to proceed.

Please note that we will require valid proof of purchase before we proceed with any repair.

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