Refund policy
At Dollophome, we want every customer to feel confident when shopping with us. This policy explains how returns, refunds, cancellations, and delivery-related concerns are handled for purchases made through dollophome.com.
By placing an order on our website, you agree to the terms described below.
Contacting Our Support Team
For questions related to your order, returns, refunds, or shipping issues, you may contact us anytime during business hours.
Email: support@dollophome.com
Phone: +44 7441 426665
Business Address:
120 Otley Rd
Harrogate HG2 0AG
United Kingdom
Customer Support Hours:
Monday – Friday
9:00 AM – 5:00 PM (GMT)
Average response time: 24–48 business hours.
Service Area
This return policy applies to customers located in:
• United Kingdom
Return Window
We accept returns for both defective and non-defective products within 30 days of delivery.
To qualify for a return, the following conditions must be met:
• The item must be unused and in its original condition
• Original packaging, labels, and tags must be included
• In the same condition as when you received it
• A valid proof of purchase (such as the order number) must be provided
How to Start a Return
To start a return, please contact us at support@dollophome.com and include your order number.
If your return request is approved, we will provide instructions on how and where to send your package.
Returns sent without prior authorization may not be accepted.
Return Shipping Costs
Return shipping costs depend on the reason for the return. For standard returns, the cost is the customer's responsibility. Defective, damaged, or incorrect items are handled as exceptions as described below.
Defective, damaged, or incorrect items
If an item arrives damaged, defective, or different from what was ordered, Dollophome will cover the cost of return shipping. After verification, a replacement or full refund may be provided.
Change of mind or personal preference
If a return is requested due to personal preference, sizing concerns, or similar reasons, the customer is responsible for return shipping costs. Original shipping fees are non-refundable.
Restocking fee: £0
Exchanges
We do not offer product exchanges.
If a customer would like a different item, the original product must first be returned according to the return policy, and a new order must be placed separately.
Damaged or Defective Products
If your item arrives damaged or defective, please contact us within 48 hours of delivery and include clear photos of the issue.
After reviewing the information, our support team will assist with a replacement or refund depending on the situation.
Order Not Received
If your order has not arrived within the expected delivery timeframe, please contact us so we can review the shipment status with the carrier. If the shipment is confirmed as lost, we will assist with a replacement or refund.
Order Cancellations
Orders may be cancelled before they are shipped. If the order has already been dispatched, the return process will apply after the item is delivered.
Refund Processing
Refunds are issued within 7 days after the returned item has been received and inspected.
Refunds are processed using the original payment method used during checkout.
Processing times may vary depending on the payment provider or financial institution.
Non-Returnable Items
Certain items may not be eligible for return, including:
• custom or personalized products
• hygiene-sensitive products that have been opened or used
Return Address
If a return request is approved, the return address will be provided by our support team. The return location may differ from the business office address listed on the website.
Shipping Method
Orders are shipped using tracked courier services depending on logistics availability.
Consumer Rights
This policy does not limit any consumer rights that may apply under applicable laws.
Business Information
Dollophome
Business Address:
120 Otley Rd
Harrogate HG2 0AG
United Kingdom
Email: support@dollophome.com
Phone: +44 7441 426665
Customer Support Hours:
Monday – Friday
9:00 AM – 5:00 PM (GMT)