Returns & Exchanges
Due to the hard work and labor required to custom make the majority of our products, all sales are final. However, we do allow for returns. Returns will be honored up to 10 days after the delivery date. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. There is no returns for personalized items.
Store-credit will be issued in the amount paid excluding shipping costs and refunds will not be accepted. If 10 days have gone by, unfortunately, we cannot offer you an exchange or store-credit. We recommend you carefully review your order prior to finalizing your purchase.
If you are unsatisfied with your product, we will be happy to exchange it for something else within 10 days of delivery. Personalized items do not qualify for exchanges. Your original item will need to be returned before we are able to send your new item to production. Please let us know before doing so and send a clear picture of the item.If the new item you have chosen has a different monetary value to your original item you will be sent either a money order or refund, whichever is appropriate. If you are not satisfied with this option, our customer care will work with you to find an alternative solution.
We will only replace items if they are defective, incorrect, or damaged.
Sale items are not eligible for refunds. Sale items include any orders bought with promo codes, coupon codes, or sales. All orders that have any codes applied will be considered as final sale. Orders with a promotional code applied either given by our newsletter email, newsletter pop-up, or any of our promotional platforms are considered sale items - any orders using these codes will be valid for only an exchange or store-credit. We will not issue a refund for these items.
Due to the inability to resell personalized products, a 30% restocking fee may be charged or deducted from the amount refunded if you request to cancel/return your order after the production phase has started. The account you used to purchase your items will be refunded. It may take up to 7 business days from the day your refund was approved.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Damaged or worn merchandise or products with labels removed will be sent back to the customer.
30-Day Money Back Guarantee:
Returns regarding a change of size, color, or variant will only be eligible for an exchange or store-credit.
If the item you received is incorrect, we will have the correct item shipped to you (free of charge). Photo evidence of the received item may be required.
If the item you received becomes damaged or broken due to our error, we will have a new replacement of the item shipped to you (free of charge). Photo evidence of the received item may be required.
If you are unsatisfied with your product after you receive it, you may return it in exchange for a different item or store credit. A full refund may be issued once the item is returned only if an exchange, store-credit, or a complimentary item will not suffice.
2-Year Warranty Extension (If purchased):
If an accident happens, we will send you a one-time replacement for your item or have you send us your broken item to repair it. Valid for 24 months. Covers accidental damage, broken items, replacement for loss of diamond or gemstones. Simple claims process. No additional fees.
Returning your items:
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a track-able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please do not send your purchase back to the manufacturer. To complete your return, we require a receipt or proof of purchase.
To request a return, please email firstname.lastname@example.org the information below:
Your order number. (E.g. #D00000)A brief explanation for the return. (Size too big, Wrong color, etc.)You will receive a response with further instructions within 2-5 business days.
Incorrect Item Received:
If the item you received is incorrect, contact us immediately. We will have the correct item shipped to you free of charge. Photo evidence of the received item may be required.
If the item you received becomes damaged or broken due to our error, contact us immediately. We will have a new replacement of the item shipped to you free of charge. Photo evidence of the damaged item may be required.
To view our complete returns policy, click here: https://dorado.com/policies/refund-policy