FAQ's
ORDERS
Where is my order notification?
When you place an order, you will receive an email confirmation to the email address you provided at checkout. If for some reason you haven't received any emails from us, please check your spam folder, and double check you entered your email address correctly. If you still haven’t received one from us after 24 hours, please get in touch at info@doralarsen.com.
Can I amend or cancel my order after it has been placed?
Our warehouse process orders as quickly as possible. In the instance that you would like to amend or cancel your order please contact us at info@doralarsen.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 will be unable to amend your order and you will need to return the order to us at your own expense. If your order has not yet been shipped, we will then process your cancellation or amendment.
Can I track my order?
Yes, once your order has been shipped you will 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 info@doralarsen.com and we will 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 sender. Please note that in this case, 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 will be issued with a refund, of which you will be notified via email. For more info on refunds, please see Returns & Exchanges.
INTERNATIONAL CUSTOMERS (OUTSIDE THE UK)
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.
Will my parcel incur any additional customs or import duties?
If you are ordering from outside of the UK, 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 is not 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.
RETURNS AND EXCHANGES
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, order number and let us know what item is missing. If your parcel looks as though it has been damaged or tampered with in transit, then please also include a photo.
We will then investigate this missing item with our warehouse and shipping provider. Once we have reached a resolution, we will 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 have received is not what you originally ordered, please email us at info@doralarsen.com with your name, order number and please also specify the item that has been sent incorrectly, along with the item that you originally ordered.
My order arrived faulty, what should I do?
We are sorry to hear that you have received a faulty item - this is very unusual. We rigorously test all of our products to ensure the highest possible quality. We also implement quality checks to each product before they are packaged and sent out to you. In the unfortunate event that you have received a product that is not up to standard, 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.
How do I return or exchange something?
We have tried to make returns and exchanges as simple as possible.
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 are pleased to offer convenient 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.
Purchased items are exchangeable for a different size and/or colour of the same style. Please mark on your returns form what you’d like to exchange for. All exchanges are based on stock availability. Should you want to exchange for an alternative style, 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.
DISCOUNTS AND GIFT CARDS
I signed up for 10% off my first order but I can’t find my code!
If you have signed up to our mailing list, you will first receive an email asking you to confirm your subscription. Once you have confirmed your email address through this link, you will then receive a separate email containing your 10% off code.
If you are having trouble locating this, or for whatever reason have not yet received this 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 you have entered and we would suggest signing up again with an alternate email address. Please get in touch with us at info@doralarsen.com if you are still having trouble receiving the code after trying this.
I work for the NHS, Emergency Services, social care sector or Armed Forces. Do I get a discount?
Yes, as a token of our gratitude for the incredible work you do to support our country, we offer 20% off for workers of these services through Blue Light Card. To claim your discount or apply for a card click here. Once you're registered with Blue Light Card, search "Dora Larsen" on the website or app to claim your discount code, which you can then enter at checkout to redeem 20% off.
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 are 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 the incorrect email was submitted at checkout. Please email your name and order number to us at info@doralarsen.com and we will resolve this for you.
PRODUCT INFORMATION
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 sometimes re-stock products throughout the season, but it’s difficult to know exactly when. The best thing to do is to 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. We refresh our colour combinations and styles each season. Make sure you are signed up to our newsletter to hear about new product launches.
Do you plan to extend your size range?
As a small brand, we are constantly balancing our ability to increase our size range with 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 either made from 100% recycled materials (and is recyclable), or is fully compostable.
Read more on where we stand on sustainability and ethics here.
Is your lingerie sustainable?
We are a small family-run company committed to responsible business practices.
We reduce our carbon footprint by using fabrics and trims bought close to where they are manufactured, and do not order to fulfil high minimum order quantities with left-over wastage. All of our fabrics are OEKO-TEX certified, which means they were made without the use of harmful chemicals. Our mission, by the end of 2021, is for 100% of our laces to be produced using recycled materials.
Read more on where we stand on sustainability and ethics here.
How can I take good care of my lingerie?
Each product comes with a care label with advised washing instructions. Specific care instructions can also be found on the product pages. We also have a detailed guide on how best to prolong the life of your new lingerie here.
How do I figure out my bra size?
Our size guide has detailed information on how to measure yourself to find your perfect fit. Our lingerie is universally true to size, we don’t run big or small, so we would always suggest taking your normal size. If you have any additional questions, drop us an email at info@doralarsen.com.
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 style 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, additional room is often required in the band and cup of the bra. If you are 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.
OTHER
When will you respond to my enquiry?
We aim to respond to all enquiries within two working days. If you have emailed over the weekend, then it may take a little longer for us to respond. We work through enquiries chronologically in a way that is fair to everybody.
I have a different question about my order...
Please also note, we receive a high volume of messages on our social media channels, and thus can only respond to order related queries via email.
