Returns and exchanges
If you wish to make a return, please fill out the returns form included in your package and follow the instructions given below.
In order to process your return, we must receive it or see proof of your return postage within 28 days of your original delivery date. If we have not received your return within this time frame, unfortunately we won't be able to provide a refund or exchange.
To be eligible for a return, all products must be exactly as you received them, with any tags and seals still attached. We will not accept any knickers with the gusset sticker removed.
Christmas Returns Policy
To help our customers gift with confidence this festive period we have extended our returns policy. Items purchased in November have 60 days to return or exchange and any items purchased in December, before Christmas, have 45 days to return or exchange.
If you have any issues or questions, please email us at email@example.com.
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.
Once you have created your label, attach it to the outside of your package and drop off at your local post office.
No printer? No problem. You will be emailed a QR code which you can show to the Royal Mail team and they will take care of the rest.
Make sure to retain the receipt as proof of your return.
Please note, returns may take 3-5 working days to reach us (this may be longer during busy periods). You will receive confirmation via email when we have received your return, and we are processing your refund or exchange.
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.
Alternatively, if you’d prefer to arrange your own return, please send to the address provided on the returns form. Please note that if you choose to do so, you will need to pay any applicable customs and handling charges in advance. Otherwise we will not be able to accept the return and the goods will be sent back to you.
In the case of returning items, the customer is responsible for all shipping costs (these are covered for faulty products only).
Please send all return items in the same shipment to ensure that it is processed as quickly as possible.
It can take up to 10 days for your return to be delivered back to us, depending on which postal service you use.
We advise that you consider using a trackable shipping service or purchasing shipping insurance for your return. We can't guarantee that we will receive your returned item.
Once your return is inspected and approved, a credit will be applied to the original purchaser’s card or other method of payment, exclusive of shipping costs. This can take up to 10 working days, dependent on your bank or card issuer and unfortunately Dora Larsen are unable to influence this.
We try to accept all returns, but in the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
Purchased items are exchangeable for a different size and/or colour of the same style. All exchanges are based on stock availability. Should you be interested in an alternative style, please return your item/s to us for refund and simply purchase the new piece separately on the Dora Larsen website.
CANCELLING YOUR ORDER
If you would like to cancel your order, please email us at firstname.lastname@example.org as soon as possible, and we will endeavour to follow up on your request prior to shipping. We usually ship within 24 hours, but it can be sooner than this. Once we receive and have processed your email, we will confirm the location of your package. If still at our warehouse, we will offer you a full refund including any shipping charges.