FAQ XMAS EDITION
Do you want to receive your gifts on time for Christmas?
Place your order by 18/12 and we guarantee you the delivery by Christmas.
If you place your order on December 19 or 20, the delivery by Christmas is not guaranteed but probable.
If you order after December 20 expect your delivery after Christmas.
How much time do I have to return my Christmas gift?
For all orders placed until December 31 the possibily to return the products is extended from 14 to 45 days. Find all the infos on how to make a return by clicking here.
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.
PLEASE NOTE: for orders received between 15 November and 18 December the return time is extended from 14 to 45 days.
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.
How does pre-order purchase works?
Products sold on preorder follow different order processing timelines than all other products on the site.
You can also place mixed orders, choosing to purchase a preorder product(s) and other Dolly Noire merchandise. In this case, the products will be delivered in two different shipping.
When is my order expected to be delivered?
If you purchased an item on pre-order you will have to wait for the item to be produced, then your order will be processed within 60 business days of the close of pre-orders. In the case of the Capsule Collection Italian Stallions, by December 10.
What happen if I order a DLYNR product and a preorder product?
If you make a mixed order it will be shipped in two parts. The DLYNR product will be shipped in the standard time of delivery while the preorder product will be delivered within 60 business days.
How can I cancel my preorder?
In order to cancel an order, send an email to email@example.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?
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 firstname.lastname@example.org
If you would like to add products to your order, you can simply proceed to place a new order with the products you want.
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 email@example.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.
What can I do to return/replace my order?
If you purchased the wrong size or you are not satisfied with your purchase you can return the procuct following the instructions you find here.
Pay attention: if you request the refund of one product and you received in your order the special signed box for free because you purchased all the three tshirts, you need to send back the box with your package because it's free only if you had purchased all the tshirts.
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 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.
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.
Digital Gift Card
Will the gift card be shipped home?
No, the Gift Card (and its code) will be sent via email within 24h (during the weekend the email will be sent within 72h).
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 DLYNR 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 ✎ firstname.lastname@example.org 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.
How to use the Digital Gift Card?
- Browse our website and add all the products you want to your cart, click on the 'Proceed to checkout' button.
- Enter the data requested by the system. If you are already registered and logged in, the fields will be automatically filled in.
- On the right, in the part dedicated to the summary of your order (list of products and total amount), you will find a field indicating 'gift card or discount code' and here you will need to enter the 16-digit alphanumeric code associated to your digital card.
- The Gift Card amount will be automatically discounted from the total ofyour cart.
- If the total amount in your cart is less than the amount on the digital card, there will be a residual credit left on it that you can reuse in your next order (WARNING! Remember to spend it within the expiry terms). After entering the code, just click on the 'Confirm Order' button to complete your purchase.
- If the amount in the cart exceeds the amount on the Gift Card, the cart total will automatically be updated and you can proceed to pay the remaining amount with the payment method you prefer. Once the payment method has been selected, click on 'Confirm order' to complete the purchase procedure.
How to buy a Digital Gift Card?
1) Insert the product in the shopping cart and proceed with the purchase of the Gift Card on the site. You can pay with the payment method you prefer, excluding cash on delivery (purchasing with this payment method will result in the cancellation of the entire order).
2) Once the order has been completed, you will receive two emails at two different times:
You will immediately receive the Order Confirmation: it is a standard email that indicates the correct entry of your order (do not mind the fact that the email contains information related to the shipment of the products, the Gift Card is an exclusively digital product that does not require shipment).
After 24-72 hours, you will receive the Gift Card Mail: it is the email containing your Gift Card to be used for shopping on the Dolly Noire Online Store.
Print your Gift Card (or forward it directly) and deliver your gift to whoever you want! Or use it yourself for your purchases.