Refund policy

We want you to love your Doreen and Ada products as much as we do. If for whatever reason you're not 100% happy, we offer a refund or exchange service including the original delivery cost if you’re returning the whole order in brand new and unused condition, unless faulty.  

We do not accept returns or exchanges on gift cards.

Returns

You will be responsible for paying the shipping costs to return your item/s. Shipping costs are non-refundable. 

Contact us here for a returns label. Please include your order number and reason for return in your message. 

  • Our returns policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange. This does not affect your statutory rights in relation to faulty or misdescribed goods.
  • We can only accept returns of goods that are unused, in perfect original saleable condition and with the original packaging.
  • If you’re returning only part of an order, we won’t be able to refund the original delivery charge.
  • Any error with an order must be brought to our attention within 7 days of receipt of the order in question.
  • Please make sure you obtain a proof of postage receipt from whoever you leave your return parcel with. If your return doesn't reach us and you don't have proof you sent it back to us we won't be able to refund you.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, usually within 2 business days. 
 
Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
 
Replacements

We willreplace items if they are defective or damaged. If you would like to organise a replacement for the same item please contact us here.

Cancellations

If you wish to cancel your order please notify us here as soon as possible. We cannot cancel an order if your order has been dispatched. If your order has already been dispatched we advise that you wait to receive your order and then return it for a refund. 

Complaints

If you have a complaint regarding your order, please contact us here and we will do our upmost to try and resolve it for you. We are always happy to help.