RETURNS
RETURNS
DORIAN WHO accepts unwashed, unworn and undamaged merchandise (excluding “SALE”, “MADE TO ORDER” items, or any product with “NO RETURN” stated on its product description), with tags attached, for a refund within 14 days from delivery date. The customer will be responsible for paying for the shipping costs with regard to the items that they wish to return, and refunds will exclude original shipping costs. Please note that Returns must be returned with any additional gifts included with your purchase for a full refund — If unreturned, we will charge you for these items and they will be deducted from your refund. We have the right to deny credits if the merchandise returned does not meet our Return Policy requirements (Read below under “POLICY”.)
HOW TO RETURN AN ITEM:
Send us an email at support@dorianwho.com and include your Order Number (This can be found on your “Order Confirmation Email”) to request a return authorization. (NOTE: Please mention if you want to request a Return or an Exchange.)
We will get back to you with a return authorization, which includes shipping information required for your Return shipment (e.g. Address, Postal Code).
Please go to the local post office, or an other courier of your choice, to ship the package.
Once you ship the package, please send us the Tracking Number at support@dorianwho.com, along with your Order Number. (Tracking Number can be found on your post office receipt.)
Once we receive the package at our studio, we will inspect to see if the item(s) meet the stated above physical conditions. If they do, we will process a refund (original shipping cost excluded) as soon as possible. The refund may take a few days to be processed by the third-party payment processor company we work with. Please be patient. You will receive “Order Refunded” email once the refund is processed. [Customers requesting an exchange will receive an email with new tracking information instead, once their package ships.]
IMPORTANT — POLICY
Unwashed, unworn, undamaged products with tags attached and returned with any additional gifts included, returned within 14 days from delivery date are only accepted as for returns (excluding “SALE”, “MADE TO ORDER” items, or any product with “NO RETURN” stated on its product description.)
A Return must be authorized before the return shipment is processed.
The customer is responsible for return shipping costs. (We do not provide shipping labels for Returns/Exchanges)
Customer must provide us with a Tracking Number for the return shipment.
If the returned item(s) do not meet our return Policy requirements (unwashed, unworn, undamaged, with tags attached and returned with any additional gifts included, returned within 14 days from delivery date), a refund will not (or may partly) be issued, and the item(s) are returned to customer at their own expense.
DORIAN WHO is not responsible for lost or stolen packages.
The refund will not include the original shipping costs.
The “Free Shipping” promotion (for orders over certain amounts) will be deducted from the refund. (To find out about shipping costs based on your location, which have been waived from you original order, please visit our “Shipping” page here. [NOT APPLICABLE TO EXCHANGES]
DORIAN WHO is not responsible (and will not accept for refund) products damaged throughout Return shipment process. You must take care to ensure that the goods are properly packaged so that they will not be damaged while in transit.
“Import Fees” are not subject to refunds. Please check with your local Customs office for more information.
EXCHANGES
We allow exchanges on a different size of the same item only. Exchanges are processed the same way as Returns. Please follow the steps above under “HOW TO RETURN AN ITEM” to exchange items.
*DORIAN WHO is not responsible for the exchange shipping costs*
Once the exchange item is received at the DORIAN WHO Studio and inspected for our Policy requirements (read above), we will start your exchange request as soon as possible while notifying you with new tracking information.
“MADE TO ORDER” PRODUCTS
Items that are made to order are not returnable. These custom-made products have an indication of “MADE TO ORDER” in the product description of their product pages.
“SALE” AND “CLEARANCE” ITEMS
Only regular priced items may be returned, unfortunately sale or clearance items cannot be returned.
CONTACTING US
If you would like to contact us concerning any matter relating to this Return Policy, you may send an email to support@dorianwho.com.
This document was last updated on March 30, 2021