Refund policy
Refund and Return Policy - Dorée
This policy is intended to ensure a fair and transparent experience for our customers while maintaining Dorée’s high quality standards. By placing an order through our store, you agree to the terms set out below.
1. ORDER CANCELLATION
We accept order cancellations as long as the order has not yet been shipped or prepared for shipment.
If the order is cancelled before shipment, a full refund will be issued to the original payment method.
Once the order has been shipped, it can no longer be cancelled.
2. RIGHT OF RETURN
Customers have 14 days from the date they receive their order to request a return.
To be eligible for a return, the item must:
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be unused;
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be in the same condition as when it was received;
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be returned in its original packaging;
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be accompanied by proof of purchase or the order number.
Before returning any item, please contact our customer service team to obtain the appropriate return instructions and return address.
3. EXCEPTIONS
Personalized or custom-made items are not eligible for the 14-day right of withdrawal.
4. RETURN SHIPPING COSTS
When a return is initiated by the Customer (change of mind, size, preference, etc.), return shipping costs are the Customer’s responsibility. The amount will depend on the carrier selected.
If the return is due to an error on Dorée’s part (defective, damaged, or incorrect product), Dorée will cover the return shipping costs in full.
No restocking fees will be charged for returns.
5. RETURN PROCESS
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Contact our customer service team at info@doreeparis.com.
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Our team will review your request within 48 business hours.
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If your request is approved, we will provide you with the return address and instructions to follow.
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Return the product in accordance with the instructions provided.
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Once the product has been received and inspected, we will process an exchange or refund, as applicable.
No returns will be accepted without prior approval from our customer service team.
6. REFUNDS
Once your return has been received and inspected, you will receive an email confirming receipt of your package.
We will then inform you whether your refund request has been approved or declined.
If approved, the refund will be issued to the original payment method.
Refunds are generally processed within 1 to 2 business days. Depending on your bank or payment provider’s processing times, the funds may take up to 10 business days to appear in your account.
7. LATE OR MISSING REFUNDS
If you have not yet received your refund:
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Check your bank account again.
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Then contact your bank or credit card provider, as processing delays may apply.
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If you still have not received your refund after completing these checks, please contact our customer service team at info@doreeparis.com.
8. EXCHANGES
Depending on the circumstances, we may offer:
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an exchange for a different size;
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an exchange for a different model;
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a refund in accordance with this policy.
9. ABUSE AND FRAUD
We reserve the right to refuse any request that shows signs of abuse, fraud, or use contrary to this policy.
10. CONTACT
If you have any questions regarding a return, exchange, or refund, our customer service team will be happy to assist you.
Email: info@doreeparis.com
Customer service hours: Monday to Friday, 9:00 AM to 9:00 PM (Paris time).
Average response time: less than 24 business hours.
Dorée
“Luxury is a standard, never a compromise.”