Returns and Refunds

What should I do to return a product?

Once you receive your order, you can proceed with the return of your item as long as it is intact, unused (except for the first try-on) and still has the original label.

The item must be returned within 14 days from the date of receipt of the package. In the event that the return request is made more than 14 days after receipt of the order, Dolly Noire reserves the right to refuse the exchange/refund request.

You can find the whole instructions on how to proceed with returns on the Replacements and Returns page at the bottom of the site.

If you have placed an order containing both pre-order and stock products, the procedure remains the same as the two types of products will be delivered with 2 different shipments at 2 different times.

I received a faulty product, what should I do?

You can find the whole information about returning a failed item by clicking here.

I received a different item than the one I ordered, what should I do?

You can find the whole information about returning a wrong item by clicking here.

Payment methods

Which payment methods are allowed?

To pay for your purchases you can use the secure transaction system PayPal™ . or pay by credit card: accepted cards are Visa, Mastercard, Maestro, Visa Electron, American Express.

You can also use the cash on delivery method of payment (NOTE: if you select this payment method, an additional charge of 7€ will be added to the order amount including shipping). This payment method is not available for overseas and during preorders.

You can use the "Pay in 3 installments" option of PayPal™. To access the service, you need to create a PayPal account and register a credit card or account in the name of an Italian resident: this way you will be able to split the expense by paying one-third of the fee upon purchase, a second installment after 30 days and a third after 60 days.

Full information on PayPal™'s "Pay in 3 installments" service can be found at this link.

It is also possible to pay in 3 installments using Scalapay™. You will need to have an account on Scalapay.com by following the partner's instructions.

Scalapay allows you to divide your payment into 3 equal installments due monthly. The first installment (equal to one-third of your purchase) will be charged at the time of purchase, the next 2 will be charged monthly.

How do refunds work?

If you paid for your order by credit card/paypal the refund will automatically be made to the payment method used. The timeframe for the actual crediting of the amount to the chosen payment method, is variable and depends solely on the bank processing the transactions.

If you paid for your order by cash on delivery, we will process the credit back via bank transfer. The time for crediting back is 15 working days.

Discount Codes

Where do I enter my discount code?

The discount code must be entered at checkout, in the right-hand column where you find the summary of your order

Can I use more than one discount code for the same order?

No, discount codes are not cumulative

I need to make my first purchase, can I have a discount code?

By signing up for our newsletter you will receive a 10% discount coupon to use on your first purchase.

Enter your email in the banner that appears when you open our site and after a few minutes you will receive an email with the discount code.

Preorders

How does pre-order purchase works?

Lore Capsule Collection products will be handled as preorders. This means that they will be produced following the order placement. All preorder will be processed within 30 business days after the close of the campaign. The delivery is expected by Christmas.

You can also place mixed orders, choosing to purchase a preorder product(s) and other Dolly Noire merchandise. In this case, the order will be unique, but will be handled with 2 separate shipments: the first will take place within 48 business hours of order placement and will contain Dolly Noire merch already in stock; the second shipment will handle Capsule items and will follow the process described above for handling the product purchased in preorder.

Note: It is NOT possible to purchase preorder products using the cash on delivery (COD) payment method.

When is my order expected to be delivered?

- If you purchased an item on preorder you will have to wait for the item to be manufactured, so your order will be processed within 30 business days after preorders close. For Capsule items, delivery is expected by Christmas.

- If you have purchased both preorder and stock items in your order, you will receive 2 separate shipments: one will follow the preorder process (you will receive the items purchased in preorder by Christmas), while the other, containing the Dolly Noire stock items, will be delivered in 2-4 business days from the time your order is received.

How can I cancel my preorder?

In order to cancel an order, send an email to assistenza@dollynoire.com with "ORDER CANCELLATION NO. #XXXXXX" in the subject line of the email.

The order number can be found in the order confirmation email that is sent upon completion of the purchase process: it is the 6-digit number preceded by #.

Can I edit a preorder before I receive it?

1. You have purchased only pre-order products

When pre-ordering, you cannot change the contents of an order: you cannot replace/delete products ordered or change the sizes entered.

If you would like to make a change to products you have already ordered, you will have to request cancellation of the order by sending an email to assistenza@dollynoire.com

If you would like to add products to your order, you can simply proceed to place a new order with the products you want.

2. You have purchased preorder products and Dolly Noire in-stock products.

If you have placed an order containing both preorder and stock products, please email assistenza@dollynoire.com and wait for a response from our operators. Within 24h working days your request will be handled by our staff.

You can always request a change of contact information or shipping address via the form by clicking the HELP button.

I entered the wrong shipping address, what do I do?

If upon re-checking your order data reported in the order confirmation email, you noticed errors send an email to assistenza@dollynoire.com indicating in the subject line the problem and the order number (it is the 6-digit number preceded by # that you find indicated in the order confirmation email. ex: #123456).

If the error relates to the shipping address, in the body of the email remember to specify the full address (street, house number, town, province, zip code), any additional information (examples: delivery at Panetteria Il Forno, intercom Bianchi, extension 4) and a phone number to contact you.

If the error was of another nature, in the body of the email explain what it is and provide a phone number so that we can contact you should the operator deem it necessary to resolve the problem.

Our staff, will handle your request within 24 business hours.

Digital Gift Card

What if I purchase a Gift Card by selecting the cash on delivery payment option?

Your entire order will be cancelled

Will the gift card be shipped home?

No, the Gift Card (and its code) will be sent via email

Can a gift card be used more than once?

Yes, until the amount loaded on the gift card is exhausted.

Can gift cards be topped up?

No, it is not possible to top up a gift card.

Is it possible to use a gift card to pay for shipping?

Yes, gift cards are applied to the final order total which includes shipping.

Can I purchase the Gift Card using a discount code?

No, discount codes are not valid for the purchase of Gift Cards.

Can gift cards be used together with a discount code?

Yes, gift card is in fact a payment method.

Can I use the gift card for a purchase in the official Dolly Noire store or any other retailer?

No. The digital gift card can only be used online.

I was given a Gift Card, but I lost the code, what should I do?

Send an email to ✎ assistenza@dollynoire.com with the subject line "LOSS OF GIFT CARD CODE." Include in the body of the email the first and last name of the person who gave you the Gift Card. Within 48h we will send back to the original email address (of the person who bought it) the email with the Gift Card code.