Returns & refunds

The window

You may return any piece within 30 days of the delivery date shown on your tracking. Requests made after that date cannot be accepted.

There is no restocking fee. Return postage is paid by you unless the piece is faulty or we sent the wrong thing, in which case we cover it.

Condition a return has to be in

We resell returned pieces, which means a returned piece has to be in the state it left us in. A return is accepted when the piece is:

• unworn, other than trying it on;
• with all original tags still attached and not cut off;
• free of make-up, fake tan, deodorant marks and other cosmetic transfer;
• free of fragrance, smoke and other absorbed odour;
• free of pet hair, pulls, snags, stains and alterations;
• in its original packaging where the piece came in a box or a garment bag.

These are practical conditions about resale, not a judgement about you. A dress that has been worn to an event cannot be sold to the next customer as new, and a cut tag means we cannot verify which piece came back. If a return arrives outside these conditions we will photograph it, tell you what we found, and offer to send it back to you at our cost rather than simply refusing the refund in silence.

Pieces bought as part of a set may be returned individually. The refund is calculated at the set price, apportioned across the pieces, not at the individual prices shown on each piece’s own page.

For hygiene reasons we cannot accept a return on a piece that has been altered, and we do not accept returns on pieces sold as final sale. Any final-sale piece says so on its own page before you add it to the bag.

How to start a return

1. Email support@dolcemiaclothing.shop with your order number and which piece you are returning. A sentence about why is useful to us but is not required.
2. We reply within one business day with a return authorisation number and the return address. Please do not send anything back before you have that number — parcels arriving without one take much longer to process.
3. Post the parcel with tracking. Until it reaches us it is your parcel, and we cannot refund something that never arrives.

How refunds are issued

Returns are inspected within three business days of arriving. If the piece meets the conditions above, the refund is issued the same day to the original payment method. We cannot refund to a different card or account.

The refund covers the price of the goods and any sales tax charged on them. Original shipping is refunded only where the whole order is returned and the return is due to a fault or an error on our side.

How long the money takes to appear is up to your bank, and is usually five to ten business days after we issue it. We will send you the refund confirmation so you have something to show your bank if it takes longer.

Exchanges

We do not run a formal exchange process, because holding a piece for you while another is in transit is not something we can do reliably. Return the piece for a refund and place a new order for the size or colourway you want. If the second piece sells out while your return is in transit, tell us and we will hold one aside where we can.

If sizing is what you are unsure about, the measured table on every product page and the size guide will get you closer than a second order will. You can also ask us before you order.

Faulty or incorrect items

If a piece arrives with a manufacturing fault, or if we sent the wrong piece, size or colourway, email us within seven days of delivery with a photograph. We will send a prepaid return label and either replace the piece or refund it in full, including the original shipping, whichever you prefer.

Characteristics we publish on the product page are not faults. Linen creasing, satin showing a water mark, gauze being semi-sheer, and a slit opening when you sit are all stated in advance on the pieces they apply to, and a return on those grounds is handled as an ordinary change-of-mind return under the conditions above.

Cancelling an order

Orders can be cancelled at no cost any time before dispatch — email us and we will stop it if the parcel has not left. Once a parcel is with the carrier, the return process above applies instead.

If we cannot ship your order within 30 days we will contact you with a revised date and you may cancel for a full refund. The detail is on the shipping page.