Return & Refund Policy

Thank you for choosing Doelans.

This policy sets out the terms that apply to order cancellations, returns, exchanges, refunds, and store credit for purchases made through our website. By placing an order, you acknowledge these terms, subject to any mandatory consumer rights that apply to your purchase.

1. ORDER CANCELLATIONS

Cancellation requests submitted within 24 hours of purchase qualify for a full refund.

If you request cancellation more than 24 hours after placing your order, but before it has been shipped, a 15% cancellation fee will apply.

Once an order has been dispatched, it can no longer be cancelled.

2. MADE-TO-ORDER AND CUSTOMIZED PRODUCTS

Some products, including bridal gowns and other made-to-order or custom-made garments, are created individually after an order is received.

Due to their personalized production process, custom-size products and personalized items are considered final sale and are generally not eligible for returns, refunds, or exchanges, except where required by applicable law or in cases involving:

Damage sustained during shipping; or
A verified manufacturing defect.

OUR FIT GUARANTEE

We know that choosing a made-to-order dress online can be challenging. To help you achieve a better fit, we offer a one-time size exchange for eligible standard-size made-to-order dresses in US sizes 2–16.

To request an exchange, the following conditions must be met:

You must submit your request within 7 days of receiving the dress.
The dress must be unworn, unused, and unaltered, with all original tags attached. It must be free from makeup, perfume, other odors, stains, pet hair, and any other signs of use.
You are responsible for all shipping expenses related to the exchange, including the cost of returning the original dress and shipping the replacement.
Only one size exchange is allowed per order.

Each exchange requires a new production period of approximately 4–7 business days, followed by the applicable shipping time. If your event is approaching, we recommend contacting our support team before submitting your request so that we can discuss the available options.

All returned dresses will be inspected. If an item shows signs of wear, alteration, damage, or missing original tags, or otherwise fails to meet the requirements above, the exchange may be refused. In such cases, the item may be sent back to the customer at their expense, subject to applicable law.

MADE-TO-ORDER RETURNS AND REFUNDS

Except where a statutory right applies or an eligible claim involves damage or a confirmed manufacturing defect, made-to-order products are not eligible for returns or refunds for the following reasons:

A change of mind after purchase;
Personal style or design preferences;
Fit or sizing concerns after delivery;
Cancellation of the event for which the item was purchased;
Shipping delays beyond our control.

BEFORE PLACING YOUR ORDER

We recommend reviewing the size chart and product measurements carefully before completing your purchase.

If you are uncertain about which size to select or fall between two sizes, please contact our customer support team before ordering. We will be happy to help you choose the most appropriate option.

DAMAGED OR DEFECTIVE MADE-TO-ORDER ITEMS

If your dress arrives damaged or has a manufacturing defect, please notify us within 48 hours of delivery and provide clear photographs documenting the issue.

Our team will assess the information you provide and contact you regarding an appropriate resolution, subject to applicable consumer protection requirements.

3. STANDARD ITEMS (NOT MADE-TO-ORDER)

Standard products that are not individually made to order may qualify for a return if they arrive damaged, defective, incorrect, or materially different from the size ordered.

To be considered, your return request must be submitted within 14 days of delivery. The item must also:

Be unused, unworn, and suitable for resale;
Retain all original tags and packaging;
Be accompanied by valid proof of purchase.

Returns will generally not be accepted for the following reasons, unless otherwise required by applicable law:

A change of mind;
Personal taste or style preferences;
Minor differences in color, texture, or fabric;
Items that have been worn, washed, altered, damaged after delivery, or otherwise rendered unsuitable for resale.

Customers are responsible for return shipping costs unless the return results from an error on our part or a confirmed manufacturing defect, subject to applicable law.

4. PRODUCT IMAGES AND HANDCRAFTED VARIATIONS

Each made-to-order dress is individually produced by experienced dressmakers rather than manufactured through mass-production processes. As a result, minor differences between product images and the finished garment may occur naturally.

These differences may include, for example:

The placement of lace or embroidery;
The positioning of beads, decorative elements, or appliqués;
Small variations in stitching and finishing;
Differences in fabric texture;
Slight shade variations between fabric dye batches;
Other minor variations associated with handmade production.

Such minor differences are generally considered natural characteristics of handcrafted garments rather than manufacturing defects.

Our product photographs are intended to illustrate the design and overall appearance of each item. Actual colors may vary slightly due to lighting, photography conditions, screen calibration, and the display settings of computers or mobile devices.

This provision does not exclude claims involving material discrepancies between a product and its description or other rights available under applicable law.

5. STORE CREDIT (AT OUR DISCRETION)

In certain circumstances, Doelans may offer store credit instead of a monetary refund when a return does not qualify for a cash refund. Such credit is offered at our discretion, subject to any mandatory legal requirements.

To be considered for store credit:

The item must be returned unused and in resalable condition;
The request must be submitted within 14 days of delivery.

Unless otherwise required by law, store credit is subject to the following conditions:

The credit amount corresponds to the amount actually paid for the product, excluding shipping fees;
Store credit is non-transferable;
Store credit cannot be exchanged for cash;
Store credit expires 12 months from the date of issue.

6. RETURN SHIPPING AND ASSOCIATED COSTS

Unless a return is due to an error on our part or a confirmed manufacturing defect, customers are responsible for return shipping costs, subject to applicable law.

Original shipping fees are non-refundable except where a refund is required by law or our applicable obligations.

Customers may also be responsible for customs duties, taxes, and import charges arising from returned shipments, to the extent permitted by applicable regulations.

We recommend choosing a shipping service that provides tracking and proof of dispatch. Doelans cannot guarantee reimbursement for return parcels lost in transit when the customer is responsible for arranging the return shipment.

7. RETURN AUTHORIZATION AND REFUNDS

All returns must be approved in writing by our Customer Support team before the item is sent back.

Please do not ship any product until you have received our return instructions and the appropriate return address.

Packages sent without prior authorization, shipped contrary to the instructions provided, or delivered to an incorrect address may be refused or may not be processed until the issue has been resolved, subject to applicable law.

Once an authorized return has been received and inspected:

Approved refunds will be issued to the original payment method within up to 10 business days;
The time required for the funds to appear in your account may vary depending on your bank, card issuer, or payment provider.

We will notify you if any additional information is required to process your return or refund.

8. DAMAGED, DEFECTIVE, OR INCORRECT ORDERS

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery and provide the following information:

Your order number;
A clear explanation of the problem;
Photographs that clearly show the issue.

Our team will review your report and advise you on the next steps.

Prompt notification helps us investigate shipping and product issues more efficiently. However, missing this notification window does not eliminate any rights you may have under mandatory consumer protection laws.

9. DELIVERY CONFIRMATION AND PACKAGE ISSUES

Upon request, we may be able to provide delivery confirmation or available photographic proof of delivery supplied by the carrier.

If the shipping carrier marks a parcel as delivered to the address provided at checkout, but you have not received it, please contact us so that we can help investigate the situation.

Doelans is not automatically responsible for packages confirmed as delivered that are subsequently lost or stolen. Responsibility will be assessed in accordance with the circumstances of the delivery and applicable law.

10. EUROPEAN UNION RIGHT OF WITHDRAWAL

Customers in the European Union may have a statutory right to withdraw from eligible online purchases within 14 days of delivery, in accordance with applicable consumer protection legislation.

Certain exceptions may apply, including to goods made to the consumer's specifications or clearly personalized items, where the relevant legal requirements are satisfied.

Where a return is permitted, customers should take reasonable care of the product and follow the return instructions provided by our support team. Any conditions concerning the item's use, packaging, return shipping costs, and refunds will be applied in accordance with applicable law.

Nothing in this policy is intended to limit or exclude any mandatory consumer rights available to customers in the European Union or other jurisdictions.