FAQ's

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 info@doralarsen.com.

Can I amend or cancel my order after it has been placed?

If you'd like to cancel your order, please email us at info@doralarsen.com within our working hours, Monday-Friday, and we'll attempt to follow up on your request before shipping. We usually ship within 24 hours, but it can be sooner than this. You will receive a response from our customer service representative if your order has been cancelled.

Unfortunately, we aren't able to make any changes after you’ve placed your order; this includes changing the size, removing an item or changing the delivery address. We recommend that you instead email us at info@doralarsen.com and request to cancel your order, and submit a new, updated order on our site. Please note that we can only cancel orders that have not already been shipped.

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 dispatched 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 info@doralarsen.com 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 info@doralarsen.com.

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.

Will my parcel incur any additional customs or import duties?

If you’re ordering from the US, Australia or the EU, duties or taxes are included in the final price you see and so we guarantee you won't be charged extra on delivery.

If you're ordering from another country, to avoid any additional charges, 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.

How do I return or exchange something?

We provide free UK returns.

To process your return or exchange from the UK, head to our returns portal here with your order number and hashtag. You can find your order number in your confirmation email. Please 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 International 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 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.

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 info@doralarsen.com 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 info@doralarsen.com with your name, order number and 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 info@doralarsen.com 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. When returning your item to us, please include a note that the item is faulty to help our team when it arrives at our warehouse.

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.

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 info@doralarsen.com if you’re still having trouble receiving the code after trying this.

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.

Please note that these are non-refundable.

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.

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 info@doralarsen.com and we’ll resolve this for you. Please be aware gift cards are non-refundable.

How do I figure out my swimwear size?

Our bikini top conversion chart, or bikini bottom size guide will show you the best size to buy based on your UK dress size, or bra size. If you’d like some more fit advice, drop us an email at info@doralarsen.com.

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. We currently stock cup sizes A to F, and back sizes 30 to 38. If you select your size on our Shop By Size page, you'll be able to see what styes we have available in your size.


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 will I receive my shop credit?

If you've opted for shop credit on our returns portal, you'll receive an email with your shop credit code. Make sure to also check your junk folder if you can’t find the email. Please bear in mind the returns process can take up to 14 days from delivery in busy periods. Shop credit is provided in the form of a gift card, these are non-refundable. 

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?

Our size guide has detailed information on how to measure yourself to find the perfect fit. Our lingerie is universally true to size, we don’t run big or small, so we’d always suggest taking your normal size. If you’d like some more fit advice, drop us an email at info@doralarsen.com.

How do I know if my bra fits correctly?

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.

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 info@doralarsen.com, and someone from our team will be in touch as soon as they can.

Have more questions?

Visit our contact page or email us at info@doralarsen.com.