Refund policy
Return window
You have 60 days from the date you receive your order to request a return. After this period, returns can no longer be accepted.
Return eligibility conditions Items must be:
- New, unworn, undamaged
- With original packaging
- Accompanied by proof of purchase
Hygiene exceptions For hygiene reasons, earrings can only be returned if their original packaging is intact and unopened, and they have not been worn. Any item that is unsealed, opened, or worn cannot be refunded or exchanged.
How to return an item
- Email us at support@dovenly.com with your order number and the reason for the return.
- We will then send you detailed instructions on the steps to follow.
Damages and issues Please inspect your order upon receipt. If your parcel arrives damaged, take photos immediately and contact us at support@dovenly.com. We'll guide you through the process for an exchange or refund, as applicable.
Order marked "delivered" but not received If your order shows as "delivered" but you haven't received it:
- Check with neighbors or your building manager, as the parcel may have been left with them.
- Review any delivery notice or the carrier's detailed tracking.
- If you still can't locate your parcel, contact us at support@dovenly.com. Our team will personally assist you.
Exchanges Exchanges are completely free : there are no additional costs for you. If you'd like to exchange an item and it meets the eligibility conditions above, email us at support@dovenly.com with your order number and the item you'd like to exchange. Only one free exchange is allowed per order.
Refunds If you prefer a refund instead of a free exchange, you must return the item to us physically. The return address will be provided by email once your request is approved. Return shipping costs are your responsibility. Once the item is received and inspected, your refund will be issued to your original payment method within 5 business days. If you have not received your refund after 7 business days, please contact us at support@dovenly.com. Gift cards are non-refundable.
Late or missing refunds If your refund hasn't appeared:
- Check your bank account.
- Contact your bank or card issuer — additional processing time may apply.
- If you still haven't received your refund, contact us at support@dovenly.com.