Refund policy

Refund & Returns Policy

At Dellore, we want you to be completely satisfied with your purchase. If something isn't quite right, we're here to help.

Your Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving your goods. You then have a further 14 days from the date you notify us of your cancellation to return the items to us.

To exercise your right to cancel, simply email us at care@dellore.co.uk stating your order number and that you wish to cancel. You do not need to give a reason.

Returns Eligibility

To be eligible for a return, items must be:

  • Unworn, unwashed and unused, in their original condition
  • Returned with all original tags and packaging intact
  • Returned within 14 days of notifying us of your intention to return

Please note that we may make a deduction from your refund if the value of the goods has been reduced as a result of handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Faulty or Misdescribed Items

Under the Consumer Rights Act 2015, all goods we sell must be of satisfactory quality, fit for purpose and as described. If your item is faulty, damaged or not as described:

  • Within 30 days of delivery, you are entitled to a full refund
  • After 30 days but within 6 months, you are entitled to a repair or replacement, and if that is not possible, a refund
  • We will cover the cost of return postage for faulty or misdescribed items

If you receive a faulty item, please contact us at care@dellore.co.uk with your order number and photographs of the fault, and we will resolve the issue promptly.

How to Return an Item

  1. Email care@dellore.co.uk with your order number and the reason for your return.
  2. We will confirm your return and provide the return address and instructions.
  3. Package the item securely and post it back to us. We recommend using a tracked service, as we cannot be held responsible for returns lost in transit (except in the case of faulty goods).
  4. Once we receive and inspect your return, we will process your refund.

Refunds

  • Refunds are issued to your original payment method within 14 days of us receiving the returned goods, or of you providing proof of postage, whichever is earlier.
  • Your refund will include the cost of the goods and the standard delivery charge you paid (if the whole order is returned). If you chose a premium delivery option, we will refund the cost of our standard delivery only.
  • Return postage costs for change-of-mind returns are the customer's responsibility, unless the item is faulty or misdescribed.
  • Depending on your bank or card issuer, it may take an additional 3–5 working days for the refund to appear in your account.

Exchanges

We are happy to exchange items for a different size or colour, subject to availability. Please contact us at care@dellore.co.uk to arrange an exchange. If your preferred item is unavailable, we will issue a refund instead.

Late or Missing Refunds

If you haven't received your refund within the timeframes above, please first check with your bank or card issuer, as processing times can vary. If you have done this and still have not received your refund, contact us at care@dellore.co.uk and we will investigate immediately.

Contact

If you have any questions about returns or refunds, please email us at care@dellore.co.uk and we will respond as soon as possible.