ORDER

Find answers about placing an order, making changes and what happens after your purchase.

What happens after I place my order?

Once your order has been successfully placed, you’ll receive a confirmation email with the items you ordered, your delivery and billing details, and your chosen payment method.

We’ll then begin preparing your order. This usually takes 1–3 working days. Once your parcel has been dispatched, we’ll send you a shipping confirmation email with your tracking information.

If something isn’t quite right when your order arrives, please contact us and we’ll be happy to help.

Can I cancel or change my order?

We begin processing orders very quickly, so cancellations or changes can only be requested within 5 minutes of placing your order.

After this period, your order is automatically submitted for processing and we can no longer guarantee that it can be changed or cancelled.

If you notice a mistake, please contact us as soon as possible at info@dorothyandarthur.com.

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SHIPPING & DELIVERY

Everything you need to know about processing times, delivery and tracking your Dorothy & Arthur order.

How long will my order take to arrive?

Orders are normally prepared within 1–3 working days.

Once dispatched, delivery usually takes approximately 1–7 working days, depending on your location.

Please keep in mind that these are estimates. During particularly busy periods, public holidays or customs processing, delivery may occasionally take a little longer.

How can I track my order?

As soon as your parcel has been dispatched, you’ll receive a shipping confirmation email containing your tracking information.

Simply follow the tracking link in the email to see the latest updates on your parcel.

Alternatively, you can use our Track My Order page on our website.

How do I know if my order was placed successfully?

After completing your purchase, you should receive an order confirmation by email.

This contains your order details, delivery information and the items you purchased.

If you haven’t received your confirmation, please check your spam or junk folder first. If you still can’t find it, email us at info@dorothyandarthur.com and we’ll be happy to check your order for you.

Can my delivery address be different from my billing address?

Yes. Your delivery address can be different from your billing address.

Simply enter the address where you would like your parcel delivered in the Delivery Address section during checkout.

Please double-check your details before completing your order to make sure everything is correct.

Can I change my delivery address after placing an order?

Because we begin processing orders quickly, we cannot guarantee that a delivery address can be changed after an order has been placed.

If you notice an error, please contact info@dorothyandarthur.com as soon as possible.

Customers are responsible for ensuring that the delivery information entered during checkout is correct.

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RETURNS & REFUNDS

Information about returning an item, receiving a refund and what to do if there’s a problem with your order.

How do I request a return?

If you would like to return an eligible item, please contact us at info@dorothyandarthur.com within 14 days of receiving your order.

Please include:

• Your order number

• Your full name

• Your address

• The reason for your return

• Clear photographs if the item is damaged, defective or incorrect

Once we’ve reviewed your request, we’ll provide you with the appropriate return instructions and our supplier’s return address in China.

Please do not send your parcel back before contacting us, as returns sent to an incorrect address may not be processed.

How long does it take to receive my refund?

Once your returned item has arrived at our supplier’s return address and has been inspected and approved, your refund will be issued within 14 days.

The refund will be made to the original payment method used for your purchase.

Depending on your bank or payment provider, it may take a little additional time for the refund to appear in your account.

Will my return shipping costs be refunded?

Return shipping costs are normally the responsibility of the customer, including any international postage or applicable customs charges.

Original shipping charges are non-refundable.

Because international returns can sometimes be costly, we encourage you to contact us before returning your item. Where appropriate, we may be able to offer an alternative solution.

What should I do if my item arrives damaged or defective?

We’re sorry if something has arrived damaged, defective or incorrect.

Please email info@dorothyandarthur.com within 14 days of receiving your order and include your order number, a description of the problem and clear photographs showing the issue.

Once we’ve received this information, we’ll review it and work with you to find the most suitable solution as quickly as possible.

How long do I have to request a return?

You may request a return within 14 days of receiving your order.

Items must be unused, unwashed and undamaged, with their original tags and labels still attached.

For hygiene reasons, certain items, including jewellery, can only be returned if they are unopened and unused.

Please contact info@dorothyandarthur.com before sending anything back so we can provide you with the correct return instructions.