RETURNS

You can exchange your item if it is intact, unused (except for the first fitting) and still has its original label.

The return request can be made within - and no later than - 14 days from the date of reception of the package.

The following list includes several cases for which a return will NOT be accepted:

• products with a clear smell of detergent and/or other signs of washing, e.g. ruined designs or any sign of shrinkage;
• dirty products, e.g. with stains, smell, or others;
• products containing evidence of use, e.g. returned with items inside the pockets;
• damaged in any of their components resulting in a decrease in commercial value for the company.

The loss of commercial value caused by the incorrect storage of the returned item may in fact result in a reduction of the refunded amount or in the rejection of the return.

The return will be processed within 10 days after it has been delivered to our warehouse.

Please note that returns can be made through the dedicated portal and at our flagship store; it is therefore not possible to deliver the return in person to the warehouse.

If you make a return request through the dedicated portal and later change your mind, please kindly let us know within a month by sending an email to assistenza@dollynoire.com, Any request still pending will be rejected at the end of this span of time.

The return will be processed within 10 days after it has been delivered to our warehouse.

If you make a return request through the dedicated portal and later change your mind, please kindly let us know by sending an email to assistenza@dollynoire.com.

DID YOU PURCHASE THE WRONG SIZE/YOU ARE NOT SATISFIED WITH YOUR PURCHASE?

You can send your return request via the dedicated portal and you will be responsible for the return shipping costs. In case you choose the "do it yourself" shipping option, the company will not be responsible for lost or undelivered returns without identification and tracking number and will also not be responsible for tampered packages.

PLEASE NOTE: Returns requested by ‘do it yourself’ method must have a reference to the original order on the outside or inside of the package. Returns whose order cannot be traced will not be processed.

In case you use the pick-up option pre-set by the portal, we ask you to prepare the package as indicated:

1. If possible, place the goods in their original packaging

2. Print out the waybill that you will receive by email after booking the collection

3. Go to one of the available BRT access points (look for the nearest BRT access point to you here). You must indicate that it is a BRT return and show the previously printed label. 

PLEASE NOTE: in the event of an order with a shipping address outside Italy, the courier of reference indicated in the portal will be UPS.

4. Deliver the package and remember to ask for a delivery receipt: you will then receive a confirmation email.

5. As soon as your return is accepted by our team, you will receive a link to make the payment for the new shipment: your exchange will be shipped within the next few days.

HAVE YOU RECEIVED A FAULTY OR INCORRECT PRODUCT?

If you have found an irregularity in the order received (faulty product, item different from the one ordered) proceed with the return request via the dedicated portal indicating the correct issue. You will be asked for a picture of the defective or incorrect product. In these cases, shipping is at the company's expense.

1. If possible, store the goods in their original packaging

2. Print out the waybill that you will receive by email after booking the collection

3. Go to one of the available BRT access points (look for the nearest BRT access point to you here). You must indicate that it is a BRT return and show the previously printed label. 

PLEASE NOTE: in the event of an order with a shipping address outside Italy, the courier of reference indicated in the portal will be UPS.

4. Deliver the package and remember to request a delivery receipt: you will then receive a confirmation email.

RETURN OF A PRODUCT PURCHASED IN OUR STORE IN MILAN

If you have purchased a product at our flagship store and wish to return it, you can use the dedicated portal. 

Please note: it will not be possible to request a refund on the method of payment used (POS or cash). An exchange or replacement with a product of equal (or higher) price or a discount voucher will be allowed. 

1. If possible, return the goods in their original packaging

2. Print out the waybill that you will receive by email after booking the collection

3. Go to one of the available BRT access points (look for the nearest BRT access points to you here). You must indicate that it is a BRT return and show the previously printed label. 

PLEASE NOTE: in the event of an order with a shipping address outside Italy, the courier of reference indicated in the portal will be UPS.

4. Deliver the parcel and remember to request a delivery receipt: you will then receive a confirmation email.

5. As soon as your return is accepted by our team, you will receive a link to make the payment for the new shipment: your exchange will be shipped within the next few days.

CANCELLATIONS

Cancellations are permitted within 24 hours of the order date.

To cancel your order please send an email to assistenza@dollynoire.com with the subject "ORDER CANCELLATION REQUEST NUMBER #XXXXXX". Then indicate in the body of the e-mail your intention to cancel the order.

Once the order has been cancelled you will receive an email stating that the cancellation has taken place and indicating that a refund will be issued.

Note: the time it takes to actually re-credit the amount paid depends exclusively on the bank that processes the card payments used.