We want your shopping experience with Dear Frances to be seamless. Below are answers to our most common questions. For anything else, email info@dearfrances.com or use live chat.

Payments & Currency

We accept all major cards (Visa, Mastercard, American Express, JCB) plus Apple Pay, Google Pay, PayPal, AfterPay and more.

Transactions are processed in the local currency you select at checkout.

All payments are handled securely through encrypted, PCI-compliant gateways.

Delivery & Shipping

Worldwide delivery We ship from our UK warehouse.

No hidden charges: We ship Delivered Duties Paid (DDP). The price you see at checkout is the total you pay.

Orders are dispatched within 1 working day

Delivery times:
UK: Next day

EU: 2–3 working days: IE, LU, NL, BE, FR, DE, CH, AT, DK, GR, IT, NO, SK, ES

3–5 working days: CZ, HU, PL, FI, PT, SI, SE, LV, LT, RO, HR

AUS: 3–5 business days

ROW: 1-5 business days

Once dispatched, you’ll receive an email with tracking information.

What if my order is delayed?

If your order hasn’t arrived by the expected date, first check the tracking link provided. If there’s no update, contact us with your order number and we’ll investigate right away.

Can I change my shipping address after ordering?

We’ll do our best to accommodate changes if your order hasn’t been dispatched. Please contact Customer Care immediately. Once an order is shipped, changes are no longer possible.

Returns, Exchanges & Refunds

Request a return within 14 days; items must be returned within 28 days in new condition with all packaging.

Full-price items: Free exchanges and returns.

Sale items: Free exchange or store credit. Sale items are eligible for exchange or store credit only.

Refunds are processed once your return is received and checked. Please allow up to 14 days for funds to appear.

If your shoes arrive damaged, incorrect, or defective, email us within 48 hours with photos and we’ll resolve it quickly.

Do you offer a warranty?

Every pair is carefully inspected before leaving our workshop. If a manufacturing fault is discovered, please contact us and we will arrange a replacement, repair, or refund.

Sizing & Fit

Our shoes fit true to size but run slightly narrow due to Italian sizing.

If you are between sizes, we recommend selecting the larger size.

Each product page has a detailed Size Guide with UK / EU conversions and style-specific fit notes.

Our Fit Experts are available via email or live chat to provide personalised advice.

Orders & Stock

Out-of-stock items: Sign up for restock notifications on the product page.

Pre-orders: Some styles are available for pre-order with estimated dispatch dates shown at checkout. Your card is charged immediately to reserve your pair.

Order changes: Because we ship quickly, cancellations or adjustments (address, size, etc.) are only possible before dispatch. Contact us as soon as possible if you need changes.

Craftsmanship, Authenticity & Care

All Dear Frances shoes are designed and handcrafted in Italy by skilled artisans.

We source premium leathers and sustainable materials, working with workshops that uphold ethical and responsible practices.

Each pair is unique; natural variations in colour or texture are part of the craftsmanship.

How should I care for my shoes?
Store them in their dust bags or original box.

Use a suede brush for suede, and a soft cloth with appropriate polish for leather.

Avoid prolonged exposure to moisture and direct heat.

Use shoe trees where possible to help maintain shape.

Gifts

Complimentary luxury gift wrapping is included with every order.
You can add a personalised gift message at checkout.

When sending to another recipient, we can exclude prices from the packing slip.

Digital gift cards are available and valid for 12 months from purchase.

Privacy & Security

Your data and payment details are always secure. We never store sensitive payment information.

Transactions are handled through encrypted gateways.

For full details, see our Privacy Policy.