WHAT IS YOUR RETURNS POLICY?
- Items must be returned within 14 days of receipt.
- Items must be unworn and unwashed.
- Pierced jewellery cannot be returned for health and hygiene reasons.
- Underwear and swimwear can only be returned if the hygiene seal has not been removed.
- Beauty products and accessories cannot be returned for hygiene reasons.
- Shoes must be tried on indoors.
- Items must have all tags attached.
- We offer FREE RETURNS for UK customers however you must obtain proof of postage just in case your order is lost on its way back to DOKV.
HOW LONG DO I HAVE TO RETURN AN ITEM?
For UK & ROI customers, you are able to return unsuitable items within 14 days of receipt. For all international customers, please return unsuitable items within 28 days of receiving your parcels. Please return unsuitable items in their original packaging.
HOW MUCH DOES IT COST TO RETURN AN ITEM?
If you wish to return your items to DOKV, we offer FREE returns for UK Customers. Your returns label will be included in your parcel but if you need another one don’t panic. Returns Label for UK Customers can be found here
We’re sorry, but we are unable to offer free returns for international customers, returns must be made at your own cost. All International Customers who wish to return their items can use the returns label found here
WHAT DO I DO IF MY PRODUCT IS FAULTY?
Sorry you have received a faulty item! So we can get this sorted, please contact our Customer Services with a picture of the faulty item and your order number using one of the methods you can find here
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
We aim to process and refund your return ASAP, but on occasions it may take up to 14 days UK (21 Days International) for your return to be processed and a further 7 days for the refund to reach your account.
Please check your account as the refund will show under DOKV, and may show on the date of your original purchase.
If you haven’t received a refund and it has been more than 14 days UK (30 days international) since you posted your returns then please contact us with a picture of your proof of postage receipt.
HOW CAN I TRACK THE STATUS OF MY RETURN?
As soon as we have processed your refund, you will receive an email notification. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.
(Including Canada and EU)
For international returns (excluding US, AUS/NZ and Germany) you can send your items back by using post office counters. Please do not post the package without obtaining a receipt of postage. Keep your receipt of postage safe as you will need this as your proof of return. We don’t refund delivery costs on international orders.
There is a returns label included in your parcel. If you have misplaced this label, you can download a new one below. Remember to add your order number if you download a new returns label. This can be found in Order History in ‘My Account’.
DO YOU REFUND THE DELIVERY CHARGE?
Unfortunately we do not refund postage/shipping charges on any orders.
CAN I EXCHANGE AN ITEM?
Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice. To return an item please follow the steps stated in ‘HOW DO I RETURN AN ITEM?’.
THE CONSUMER CONTRACTS REGULATIONS
If you’re a customer in the EEA, you get 14 days to cancel your contract with us. This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation – just fill out this form where you’ll also find details on how to return your item(s).
There are a couple of other ways to cancel your contract with us. You’ll find these alternative methods below:
Email us: customer. firstname.lastname@example.org
I WANT TO RETURN A PRODUCT BUT LOST MY DELIVERY NOTE
CAN I RETURN MORE THAN ONE ORDER IN ONE PARCEL?
You sure can! Please include both advice notes for each order to help us speed up the process of your return. If you’ve misplaced your advice note, please include a note in with the order numbers and the relevant items you’re returning.