Where is my order notification?
When you place an order, you’ll receive an email confirmation to the email address you provided at checkout. If you can’t find an email from us, please check your spam folder, and double check you entered your email address correctly. If you still haven’t received an email from us after 24 hours, get in touch at firstname.lastname@example.org.
Can I amend or cancel my order after it has been placed?
Our warehouse process orders as quickly as possible. If you’d like to amend or cancel your order please contact us at email@example.com as soon as possible with your name, order number and full address. If your order has already been processed for despatch, then unfortunately we won’t be able to amend your order and you’ll need to return the items to us at your own expense. If your order hasn’t yet been shipped, we’ll be able to process your cancellation or amendment.
Can I track my order?
Yes, once your order has been shipped, you’ll receive a shipping confirmation email with a link to track your package.
Why are there no updates on my tracking?
A tracking number for your parcel is generated as soon as your order has been despatched by our warehouse. It can then take up to 2 working days for your tracking information to be updated by the shipping provider.
If you still can't see any updates to your tracking after this timeframe, please get in touch with us at firstname.lastname@example.org and we’ll look into this for you.
My order is being returned to sender, what happens now?
If you miss the window for collection of your parcel from your local collection point, your parcel will be returned to us. Once the parcel arrives back to us it will be processed as a return and you will be notified and refunded. Please note the original shipping costs for your order are non-refundable.
It can take up to 4 weeks for an international return to reach our warehouse.
Once it has been received, it will be processed by our returns team and you’ll be issued with a refund. For more info on refunds, please see Returns & Exchanges.
Which countries do you deliver to?
We ship internationally to most countries. If you have any concerns about your international delivery address, feel free to get in touch at email@example.com.
Will my parcel incur any additional customs or import duties?
If you’re ordering from outside of the UK or EU, we offer the opportunity to pre-pay any import duties and taxes for applicable shipping destinations at checkout. To do so, the express shipping option must be selected. Pre-payment prices will be calculated and can then be selected. This will prevent any unexpected fees on arrival in the destination country. If this option isn’t chosen, any import duties and taxes may be charged once your parcel has reached its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges as customs policies vary by country. Check your local customs if you are unsure about your country’s duties fees.
Does Brexit affect my order if I’m based in the EU?
Although the UK is no longer a part of the EU, your shopping experience on our website will not be affected. As a result of Brexit, customers from the EU would usually have to pay additional taxes and customs charges when shopping from UK companies. However, Dora Larsen will cover these expenses so you can shop in confidence, knowing the price you see online is the one you’ll pay.
Returns and exchanges
Can I get a refund when I have used a discount code?
If a discount code has a minimum spend attached to it, this spend must be achieved before your code is accepted at checkout. If you decide to return an item from that
order, and it brings the cost of your order under the minimum spend, then the terms of the code have no longer been met. This may mean that the amount you’re refunded for the returned item is adjusted, or that no refund will be given.
Many of our codes such as our sign up or loyalty codes do not have a minumum spend, and your refund would apply as normal and to the full amount.
Can I return my order if it was a Christmas gift?
All full price orders placed in November and December will be eligible for return until January 22nd 2023. If you've ordered from our Archive collection, you have the usual 28 days from date of delivery to return. Keep all tags and hygiene stickers in place to get a full refund.
I have received my order but one of my items is missing, what do I do?
If there is something missing from your order please e-mail us at firstname.lastname@example.org with your name and order number. If your parcel looks as though it’s been damaged or tampered with in transit, then please also include a photo.
We’ll then investigate this missing item with our warehouse and shipping provider. Once we’ve reached a resolution, we’ll be able to offer you a replacement if the stock is available, or a refund if the item is sold out.
I have received an incorrect item with my order, what do I do?
We aim to get your order right every time, but unfortunately we do occasionally make mistakes (we’re only human!)
If the item you’ve received is not what you originally ordered, please email us at email@example.com with your name, order number and please also specify the item that’s been sent incorrectly, along with the item that you originally ordered.
My order arrived faulty, what should I do?
We’re sorry to hear that you’ve received a faulty item - this is very unusual. Please email us at firstname.lastname@example.org with your name and order number, along with a photo and a short description of the fault so that we can get this resolved as soon as possible.
How do I return or exchange something?
We offer free returns to all UK customers. Complete the returns form included in your package, then head to our Royal Mail returns portal and follow the steps to create your label.
For international customers, we offer easy returns through our international returns
portal. Through the returns portal, you can choose to cover the returns shipping in advance, or if you choose the standard returns option, a standard shipping rate will be deducted from your refund to cover the cost of returns shipping.
For exchanges, please return your item/s to us for a refund and purchase the new piece separately on our website.
See our Returns & Exchanges page for our more info and our full policies.
Can I return knickers?
Yes, we accept returns on knickers as long as they are unworn and tags / hygiene stickers are intact.
Can I return a gift box?
Due to the nature of the material, we are unable to reuse these items so cannot offer a refund for them.
Discounts & Gift Cards
I signed up for 10% off my first order but I can’t find my code.
If you’ve signed up to our mailing list, you’ll first receive an email asking you to confirm your subscription. Once you’ve confirmed your email address through this link, you’ll then receive a separate email containing your 10% off code. If you’re having trouble locating the email, please double check your inbox as well as junk/spam folders. If you still can't find it, there may be an issue with the email address you’ve entered, and we’d suggest signing up again with an alternate email address. Please get in touch with us at email@example.com if you’re still having trouble receiving the code after trying this.
Do you offer gift wrapping?
Each Dora Larsen order comes wrapped in pink tissue paper and is sent in our branded mailing box. If your order is a gift, we also offer a gift box option at checkout for lingerie orders. Our gift boxes comfortably fit 4 pieces of lingerie, but if you require more than 2 boxes, please add an extra box to your order before checking out. All our packaging is crafted in FSC-certified materials and is fully recyclable.
Do you offer gift cards?
Yes, we offer giftcards. Our digital gift cards are delivered by email for you to share. Forward on digitally, or print out on your fanciest paper. Each digital gift card is redeemable with a unique code, which can be entered at the checkout.
Unfortunately at this time gift cards can only be purchased if you are shopping from the UK and can only be redeemed on doralarsen.com.
Where do I find my gift card?
Our gift cards are virtual and are delivered by email, along with instructions to redeem them at checkout. If you’re having trouble finding this email, please double check your inbox/junk mail folders. If you still can’t find the email, there is the possibility that an incorrect email was entered at checkout. Please email your name and order number to us at firstname.lastname@example.org and we’ll resolve this for you.
The product I want is out of stock, what do I do?
We launch seasonal collections, so it might occur that products go out of stock during the season. We do, however, occasionally re-stock our best-selling products. We suggest you sign up to re-stock email notifications on the product pages, so that you can be notified as soon as your size comes back in.
Do you plan to extend your size range?
As a small brand, we’re constantly balancing our ability to increase our size range with the minimum order quantities required by our factory. As we continue to grow, we will be increasing our size range as demand also grows, so thank you for your patience!
We’ll update you through our social media channels and our newsletter if and when we add new sizes.
Is your packaging sustainable?
All of our packaging is FSC-certified, which means it is made from a blend of recycled materials and wood that has been sourced from sustainably managed forests. Our packaging is also fully recyclable. Read more on where we stand on sustainability and ethics here.
Is your product sustainable?
We are a small family-run company committed to responsible business practices.
Read about where we stand on sustainability and ethics here.
How can I take good care of my lingerie and sleepwear?
Each product comes with a care label with advised washing instructions. We also have a detailed guide on how best to prolong the life of your new pieces here.
How do I figure out my bra size?
How do I know if my bra fits correctly?
We know how difficult it can be to find the perfect fitting bra. We've put together this guide to make it easier to know what to look for when trying one on.
What style is good for my body shape?
Don’t know which style to go for? See our bra fit guide to help find the most flattering shape(s) for you.
I’m pregnant / breastfeeding, are your bras still suitable for me?
As your body changes during pregnancy and breastfeeding, extra room is often needed in the band and cup of the bra. If you’re pregnant speak to your medical practitioner for their advice. We can also offer you some (non-medical) advice, purely based on our own experience with wearing bras either pregnant or breastfeeding. All of our non-wired styles are good for pregnancy as the band sits comfortably on a growing belly. For breastfeeding, we recommend our triangle bras with removable padding, as the pads catch any leaking milk from showing through a top.
When will you respond to my enquiry?
We respond to emails as quickly as possible and aim to get back to everyone within 2 working days.
I have a different question about my order...
If your question isn’t answered by our FAQs, please email us at email@example.com, and someone from our team will be in touch as soon as they can.