Dear Frances Omdömen 

I recently post a review regarding some beautiful ankle boots I purchased.
My comments were regarding the returns process on sale items. Consequently Dear Frances got in touch immediately and sorted the situation out. Throughout the returns process they have been in touch until the refund was credited to my account.
Can I say there boots were beautiful and as they were in the sale made them a reasonable price for the quality, unfortunately they did not fit, which was very disappointing.
I would however say that once Dear France were aware the have been extremely responsive.

Excellent products with unique designs and beautiful quality! The shoes are always comfortable and make a statement with my outfits!

Really love the styling and fit of the Joss boots. I now own a pair of the black leather and the grey suede boots.

It was great to be able to purchase the suede pair at almost half price.

Ive been in love with these shoes for s few years now and got my first pair red mesh (i played it safe as i wear a lot fake tan and the white would just get trashed) then the black went into the sale ( with the gold dot) so they were my second and then i got the olive green ballet and i am in love again with ballet shoes. very good quality, superb designing and great delivery service. i am tempeted on the white leather toed mesh... if only there was a discount for reviewing lol,,,

Aside from Dear Frances shoes being so beautiful (I receive compliments on them every time I wear them) customer service is friendly and helpful. I already have white, kiwi, black and creme with and without studs, red, khaki, pink mesh balla flats, I also have white and black balla crystals, my absolute favorites! I encourage everyone to treat yourself with at least one pair of these well made Italian flats. Classic and demure!

The company's quality is really good.
Great service - always on time shipping.

Love the sandals. Great quality, excellent packaging, and very chic.

Excellent service. Never had someone reaching out to take so much interest in making sure my new, beautiful shoes arrived. And, that they are. Beautiful, comfortable, well made, different. Love them and will be buying more.

My experience with the purchase and exchange was terrific! Support was extremely helpful and now I am enjoying my new pair of shoes. Highly recommend.

I’ve purchased from here several times now and continue to be impressed every time. The quality of the shoes is excellent, they’re comfortable, stylish, and made to last. Orders always arrive beautifully packaged and customer service has consistently been helpful and professional. It’s rare to find a brand that delivers such a great experience time and time again.

The FedEx return label they provided is unusable. FedEx stated ONLY merchant can book the pickup. Dear Frances abandoned the process and offered zero support. International returns are impossible. Avoid!

Great product and great service. Shoes are delivered to Canada within a few days. I have several pairs of Dear Frances shoes/boots and although they stretch my budget they are excellent quality, a perfect fit, and last a long time. I never regret the splurge!

I am reposting (but wording differently) as I remain committed to transparency for the consumer community.

1) Additional charge issue: The website guarantees for the EU "12€ flat rate (DDP included, no extra taxes)." However, I was charged another duty fee at checkout. Support acknowledged the charge but has not honored the advertised rate.
I spent 45€ just to try on a pair of shoes (I paid 450€ but only got reimbursed 405€ - customer service told me that the 45€ were for the non refundable duty fees on a return item).
2) Product Issue: My first pair arrived damaged and unwearable and therefore I returned them. The replacement I ordered months later (same size) arrived significantly larger and I was slipping out of them; therefore I returned them.
3) Support Issue: I spent a lot of time trying to resolve this situation amicably but there was no resolution.
4) IT issue: There was an IT issue on their website where there was a delay in sending me my return label.

You can draw your own conclusions, but I will personally never order from this brand again. I will continue to share my factual experience.

Absolutely outrageous return policy as highlighted by other reviews. Extremely disappointing experience with Dear Frances.

I returned a pair of Gio loafers in the same condition they were received, carefully repackaged and handled appropriately. Dear Frances has refused to issue a refund, claiming the shoes were returned with “significant damage” and “deep scratches” that were supposedly beyond restoration.

Their only evidence is photographs taken after the parcel was already in their possession, with no documented proof of the package condition at the point of receipt. When challenged, they were unable to provide a clear chain of evidence showing that any alleged damage occurred while the shoes were in my care.

What is most concerning is how quick they were to reject the return while placing full blame on the customer without providing objective evidence.

For a luxury brand at this price point, I expected professionalism, fairness, and a transparent returns process. Instead, I’ve experienced an unnecessarily difficult and frustrating dispute over what should have been a straightforward return.

After looking into other customer feedback, I’m disappointed to see similar concerns raised about returns and refunds.

Buyers should be extremely cautious and document everything if purchasing from Dear Frances. Clearly either bad quality products since I tried there shoes once at home or they are in bad faith.

Update: ignoring my emails. I paid c.GBP350 for a pair of shoes. No refund as of today. Legalize scam

The elastic on the Balla flats became loose after only 2 wears! The shoes keep coming off at the heel whenever I take a step. Extremely overpriced for the quality.
EDIT: The company’s response to my review is incredibly disappointing and misleading. They privately messaged me to ask where I purchased the item, and I confirmed they were from Farfetch. They were brand new. Instead of addressing the quality issue, they are now using their public response to shift the blame away from themselves. It is highly unethical to try and deflect responsibility.

Dear Frances gang are first class all round. Their product and service are the same. Thank you.

their return policy is horrible !!!! i’m having problems
i couldn’t return 2 pairs of shoes because i didn’t have order numbers on one
sent them both together & seems they wouldn’t accept
i put them on a dispute with my credit company
time consuming!!!

Dear Frances was very kindly able to successfully update the shipping address for the pair of boots I bought for my sister. Already a big fan of beautifully made and durable Dear Frances footwear (I have 8 different styles - from boots to booties to pumps, flats, and trainers) I was thrilled with their assistance to get this gift to its intended recipient. Thank you so much!