@Loganz, I thought I saw the return policy somewhere on their website but can't find it now---but during one of my recent video meetings with them and was considering adding another hole to a strap of one of their bags, they confirmed that a return wasn't possible with any bag modifications---but it sounded like a return was indeed ok if the bag wasn't to one's satisfaction and unmodified. I think with a basically online business for overseas customers, returns are a given (or should be).
Joseph Duclos Thread
- Thread starter papertiger
- Start date
TPF may earn a commission from merchant affiliate
links, including eBay, Amazon, and others
@Loganz, I understand your concerns and maybe, if you are not 100% feeling your new L30, return is the best option. I had to deal with JD return this March and it went smoothly…. It took them few days to get back to me via email, which is understandable…. Other than that the return process was fine.
Loganz, if there are any issues, please refer to Section 10-11 of their Terms and Conditions of Sales:
10.1. Right of Withdrawal and Withdrawal Period
In accordance with French and European law, the consumer has a period of fourteen (14) days from the delivery date of the Product to exercise their right of withdrawal, without having to justify their reasons or pay any penalty, in order to obtain an exchange or refund, provided that the Products are returned in their original packaging and in perfect condition within fourteen (14) days of notifying the vendor of the consumer's decision to withdraw.
However, as part of its general return policy (to request a refund or exchange), JOSEPH DUCLOS allows you to withdraw for a period of thirty (30) days from the delivery date of the Products rather than fourteen (14), without having to justify your reasons or paying any penalty. Thereafter, you will no longer be able to exercise your right of withdrawal.
10.2. Exercising the Right of Withdrawal
We give you the possibility of filling in and submitting your declaration of withdrawal online by logging in to your customer account. You will then promptly receive a confirmation of your withdrawal by email.
You can also send your request to withdraw by contacting our Customer Service or use the model withdrawal form available in the appendix to these Terms of Sale.
10.3. Restriction on the Right of Withdrawal
In accordance with Article L. 221-28 of the French Consumer Code, your right of withdrawal cannot be exercised for orders for (i) perfume products that have been opened, unsealed or used (including when the outer transparent film has been removed), for hygiene reasons, or for (ii) custom Products, unless said Products are returned because they are defective.
10.4. Consequence of the Right of Withdrawal
In the context of exercising the right of withdrawal or in the event of a Product non-conformity, you may return the Product(s) purchased and ask for an exchange or refund in the manner described in Article 11 below.
11.1. To the Josephduclos.com Website
11.1.a) Free Return
Within the framework of exercising the right of withdrawal, Products must be returned in their original condition and packaging (the box and if possible the shipping carton), together with the purchase invoice or a copy in case of partial return.
In the case of an exchange or request for a refund, the return of a Product is free of charge. You must return the Products to us via our carrier, within thirty (30) days of your declaration of withdrawal, using our system of prepaid return labels. Log in to your customer account and click on "Request a Refund" or "Request an Exchange" in the "Your Orders" section.
If you cannot or do not wish to use the prepaid return label service, please contact our Customer Service which will register your return. You can then return your parcel to the address provided by our Customer Service, within a maximum of thirty (30) days.
In this case, we strongly advise you to take out the insurance provided by your carrier as you will be exclusively liable for the return of the Products. JOSEPH DUCLOS will not be liable for any loss, return to the wrong address or delayed delivery of a Product that you wish to return to the Website, insofar as you alone will bear the risks of the transportation that you choose.
JOSEPH DUCLOS undertakes to reimburse you for the cost of standard delivery including parcel tracking. You should, therefore, insert the delivery invoice with the tracking number in your return parcel.
In the event of an exchange, the standard delivery charges of the first order will be refunded and the costs of the second delivery will be charged according to the delivery method chosen.
Under no circumstances will it be possible to give you a credit note to use on the Website or in a Joseph Duclos store.
We do not currently offer the possibility of requesting an exchange or refund for Products purchased in a JOSEPH DUCLOS store via the Website.
11.1.b) Exchange
If you request an exchange, please specify in the dedicated field the replacement Product(s) you wish to receive for your order.
If you would like to have your chosen product(s) set aside for you, please contact our Customer Service.
If the value of the Product(s) chosen as a replacement is greater than the value of the returned Product(s), you will be required to pay the difference in price by credit or debit card using our secure payment service. Please note that we are unable to accept PayPal payments for the payment of any price difference following an exchange.
If the value of the Product(s) chosen as a replacement is less than the value of the returned Product(s), the price difference will be refunded to you by JOSEPH DUCLOS (please note that for gifts, only the customer who purchased the gift may request the refund and have their bank account re-credited).
In the event of an exchange, the delivery charges of the first delivery will be refunded, but the delivery charges of the second shipment will be charged according to the delivery method chosen.
Please note that the exchange will take place subject to available stock, within seventy-two (72) working hours of receipt of the product(s).
Notwithstanding the foregoing, custom Products cannot be exchanged.
11.1.c) Refund
If you request a refund, it will be made within seventy-two (72) working hours of receipt of the Product(s). You will be sent a confirmation email. The refund, including the delivery charges of the initial order, will then be made using the same payment method as the one you used at the time of ordering and it will be made in the same currency as the currency used to pay for your order.
Please note, however, that your bank may take up to ten (10) business days to process a refund to your card, depending on processing times. This varies between card issuers and JOSEPH DUCLOS is not able to speed up this process which is beyond our control.
11.1.d) Gifts Ordered on the Website
Third-party recipients of gifts ordered from the Website can only exchange the Products via the Website return procedure. Consequently, only the customer who purchased the gift will be able to request a refund within the framework of their right of withdrawal (insofar as only the bank account of the person who ordered the product can be re-credited).
In this case, only an exchange for a Product of equivalent or higher value (the difference in price must be paid by the third-party recipient of the gift) is possible. The third-party recipient should contact our Customer Service.
11.1.e) Specific Products ordered on the Website and Orders paid for with PayPal
11.1.e) (i) Return Policy Applicable to Perfume Products
Perfume products must not be opened and must be returned in their original packaging with the tamper-protection sticker unopened. In the event of return of a defective or damaged Product, the customer must ensure that the bottle is still airtight; if it is not, they should contact our Customer Service.
11.1.f) Return, Exchange and Refund of Orders paid for with PayPal
If an exchange is requested for an order paid for with PayPal, your credit or debit card details will be required if the value of the new order is higher than the original order. Any additional amount due over and above the amount of the initial order can only be paid by bank card. We cannot accept payment by PayPal for the additional amount due in respect of an exchange order. If the value of the new order is equal to the initial order, you will not need to provide your bank card details and no new payment will be required.
If you request a refund of an order paid for by Paypal, your PayPal account will be credited with the amount of the initial order.
11.2. To JOSEPH DUCLOS Stores
11.2.a) For Products delivered to a Postal Address
Any Product purchased, or received as a gift, from the Website can be exchanged in the following manner:
- go to the JOSEPH DUCLOS store at 54 rue du Faubourg Saint-Honoré in Paris, which provides the Product exchange service;
- the returned Products must be in their original condition and packaging;
- the Products must be returned with the purchase invoice or a copy in the case of a partial return;
- the delivery charges of the first order for a Product placed on the Website will not be refunded when you return the Product for exchange to a Joseph Duclos store.
11.2.b) For Products Collected in Store
For any order collected from a store, you can request:
- an exchange with collection from the store at 54 rue du Faubourg Saint Honoré in Paris,
- a refund (except for an order received as a gift). The store will send your articles back to josephduclos.com which will proceed with the refund within fourteen (14) days. The refund will be made via the same payment means as the one used to place your order
I’m sorry to read the bag wasn’t to your liking. Definitely return it.
I returned a JD bag I liked, but knew wouldn’t use because of its size. It was a nightmare to return and JD was amazing throughout the whole ordeal. After DHL accepted my parcel, they E-Mailed stating they required me to set up a business International shipping account and pay taxes and duties to return the bag. I refused, stating I wasn’t selling the bag. I went back and forth E-Mailing and calling JD and DHL at least a dozen times. The bag was stuck in a mid-west DHL warehouse for over a month. After six weeks, JD refunded my card though DHL still had the bag. JD finally received the bag after a couple of months. A few weeks later, I found out this was not the first time JD had a nightmare return courtesy of DHL. It’s my understanding, FedEx is much better.
Thank you for your honest comments about the bag. I guess I’ll wait for the Fontélie to come out in more colors/different leather(s), and I’m hopeful about a pm-sized Lectoure tote someday.
My return process was very easy...
I scheduled a pickup with DHL using JD's DHL customer account which was on pre-paid return label. In other words, it was like JD sending the bag from my address back to Paris. I recall that DHL pick the bag on Tue afternoon (around 3 pm Pacific US time) and it got delivered to Paris around 1 pm on Thu. It was super quick. JD issued my refund probably on Fri or Sat.
I scheduled a pickup with DHL using JD's DHL customer account which was on pre-paid return label. In other words, it was like JD sending the bag from my address back to Paris. I recall that DHL pick the bag on Tue afternoon (around 3 pm Pacific US time) and it got delivered to Paris around 1 pm on Thu. It was super quick. JD issued my refund probably on Fri or Sat.
JD is taking care of me, no questions asked.
I am also pleased to announce they will be working with FedEx from here on out. This is a huge relief.
I do believe customer satisfaction is A #1 priority for JD, they are definitely going above and beyond to make sure I am happy.
Again, not every bag is for every body, perhaps someone sees my photos and inquires to purchase the bag I am returning?
I am also pleased to announce they will be working with FedEx from here on out. This is a huge relief.
I do believe customer satisfaction is A #1 priority for JD, they are definitely going above and beyond to make sure I am happy.
Again, not every bag is for every body, perhaps someone sees my photos and inquires to purchase the bag I am returning?
This is such great news, @Loganz, and especially since you have been such a good customer of theirs. Though TBH, they should be this way for everyone. Let's hope this continues!!!
Also, I hope that they consider your well thought out criticisms of the bag (especially strap situation)---it all made so much sense.
I really wish they made another handbag in the 30 size rather than the Diane. An open top bag with two handles (LOL, me trying to get them to make a B style bag).
Last year, I asked for a smaller tote — Garden Party/B30 size. One day, hopefully. They’ve been playing ‘catch up’ so much the past several months that I hope to see something like it by fall/winter.
I commented it’s time to diversify the collections. So many JD flap bags. MOYNAT has had various totes, backpacks, the Pauline, the Ballerine, the Limousine, and more. It’d be nice if JD had a variety, too.
Moynat also started out with men's bags (and travel) and scuttled that around when Ramesh left. I hope JD keeps its focus on the women's collection before branching out.
While you wait maybe ask Peter Nitz to make you a tote? (I adore Peter and am a pot-stirrer.)
Excellent idea.Moynat also started out with men's bags (and travel) and scuttled that around when Ramesh left. I hope JD keeps its focus on the women's collection before branching out.
While you wait maybe ask Peter Nitz to make you a tote? (I adore Peter and am a pot-stirrer.)
I love Peter’s bags.
He said, when I’m ready, he would make a Bolide-like bag for me. His bags are pricey, so I’m able to buy only one this year — a Newey or a Bolide-like bag, or buy two JDs — a tote and a Fontélie.I have a question. Is anyone else not going out as often as they used to (post-COVID) and not using their ‘luxury’ bags as much? This is me. Besides the sticker shock, I think that’s why I’m hesitating on spending $9K on a bag.
Last edited: