We want you to be completely satisfied with your purchase, and we understand that sometimes returns are necessary. You may return it to us for a full refund, store credit, or an exchange. Please read our return policy carefully to ensure a smooth and efficient process.

Returns
You have the right to return any product purchased from Dore & Rose within 30 days of the delivery date. The product must be unused, in its original packaging, and in the same condition as when you received it.

For pillow cases, our extended return policy allows you to return the product within 60 days of the delivery date. The same general return conditions apply. If the pillow case is part of a bundle order, refer to the bundle return policy for specific instructions.

 

Initiating a Return:

  • To initiate a return, please contact our customer service team at hey@doreandrose.com
  • Provide your order number, a detailed reason for the return, and any supporting images if applicable.

 

Return Costs:

Customers bear the responsibility for return shipping costs unless the return is a result of an error on our part or if the product is found to be defective/wrong item (color or size). Please note that shipping delays due to customs clearance, which are beyond our control, are not considered valid reasons for initiating a return.


Return Authorization:

Once your return request is approved, you will receive a link to process your Return Authorization (RA) number and instructions on how to proceed with the return.

Clearly mark the RA number on the outside of the package.

Dore & Rose functions on a global scale, and in certain instances, we may be unable to furnish a return label for shipping the return order. Nevertheless, you will be provided with a label containing return instructions.


In the event that your package arrives damaged, defective, or contains the wrong color/size, we will cover the return shipping costs. You will receive a voucher code that can be applied during the return process. However, for any other return reasons not specified above, the customer will be responsible for the return shipping charges. We recommend using a traceable method to send back the item. 

 

Return Orders with Issues: Damage/Wrong Color or Size
Products that are incorrect, defective, or damaged during transit are eligible for returns. The item must be in its original, unused condition and packaging. Upon reviewing your request, we will issue a Return Authorization (RA) number along with instructions on the return process. Please make sure to ship the return within 14 days of receiving the RA number.


Upon receiving the returned product, our team will inspect it for eligibility. If the return is approved, we will process a replacement or issue a refund, as per your preference.

Exchange Request
Exchanges are only applicable within the specified return period, typically within 30 days from the date of delivery. Ensure that the product is securely packaged to prevent damage during transit. We offer exchanges for products of equal value only. If the exchange item is of a different value, the customer is responsible for paying the price difference. Customers are responsible for the cost of return shipping.

Return Exceptions / non-returnable items


All returns must adhere to the following conditions:

  • Unused and Unwashed: Not applicable for pillow cases orders; Merchandise must remain in its original, pristine condition. We are unable to process returns for items that have been worn, washed, or altered.
  • Damage-Free Requirement: Not applicable for pillow cases orders; Products should exhibit no indications of wear or damage, unless they were received in a damaged condition.
  • Bundle Order: While we typically do not accept partial returns for items within a bundle, customer satisfaction is our top priority, and exceptions may be made based on individual circumstances. If you have any concerns or specific situations, we encourage you to reach out to our customer service team at hey@doreandrose.com. We are committed to ensuring that our customers are happy with their purchase.
  • Hygiene Products: Certain hygiene products, including but not limited to underwear, bikini, sleep masks, hair elastics, make-up, hair styling products, and beauty products, are non-returnable. However, should you encounter any issues with your hygiene product purchase, we are more than willing to explore alternative resolutions. We can offer a discount, process a refund in the form of store credit, or facilitate an exchange for a different item at no additional cost. Our goal is to ensure your satisfaction while adhering to the highest standards of safety and hygiene. Please feel free to reach out to our customer service team hey@doreandrose.com for further assistance.
  • Special Exception: In specific instances, we may opt to dispatch a replacement item to you without necessitating the return of the original item. Should you find the replacement item unsatisfactory, both the original and replacement items must be returned to be eligible for a refund. Please note that this is a one time exception, and any subsequent replacements will only be issued upon the return of the items.


Restocking Fee:
Returns that are not in their original condition may be subject to a 15% restocking fee. This policy applies even to orders requesting a refund without any specific issues.

Exchange Processing
Upon receiving the item you wish to exchange, we will initiate the exchange process. You will get a new order number and the exchange item will be dispatched once we have verified and processed your exchange request. Please note that the processing time for exchanges may vary.

Refund Processing
After receiving the returned item, we will inspect it and initiate the refund procedure. The refunded amount will be credited to the original payment method. Please note that the duration for the refund to reflect in your account may vary, depending on your bank's processing timeframe. Restocking fees may be deducted if applicable.

Changes to the Return Policy:
Dore & Rose reserves the right to modify or update this return policy at any time. Any changes will be effective immediately upon posting on our website.

If you have any questions or concerns about our Return Policy, please contact our customer service team at hey@doreandrose.com.