Refund & Returns Policy

At Dellore, we want you to be completely satisfied with your purchase. If something is not quite right, we are here to help.

30-Day Returns Policy

You may request a return within 30 days of receiving your order.

To start a return, email us at care@dellore.co.uk with your order number and the reason for your return. Once your request has been approved, we will provide you with the return address and instructions.

Items returned without contacting us first may not be accepted.

Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the legal right to cancel your order for any reason within 14 days of receiving your goods.

After notifying us of your decision to cancel, you have a further 14 days to return the goods.

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

Our voluntary 30-day returns policy is provided in addition to your statutory rights and does not affect them.

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 30 days of delivery

You may inspect an item in the same way that you would in a physical shop. However, we may make a deduction from your refund if the value of the item has been reduced due to handling beyond what is reasonably necessary to establish its nature, characteristics and fit.

Items that show signs of wear, washing, damage, alterations, stains, odours or improper handling may not be eligible for a full refund.

Faulty, Damaged 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 may be entitled to reject the item and receive a full refund

• After 30 days but within six months, you may be entitled to a repair or replacement

• If a repair or replacement is not possible or unsuccessful, you may be entitled to a refund

We will cover reasonable return postage costs for items that are confirmed to be faulty, damaged or misdescribed.

Please contact us at care@dellore.co.uk with your order number, a description of the issue and clear photographs showing the fault or damage.

How to Return an Item

1. Email care@dellore.co.uk within 30 days of receiving your order.

2. Include your order number and the reason for your return.

3. Wait for our confirmation, return address and return instructions.

4. Package the item securely, including all original tags and packaging.

5. Send the item to the return address provided.

For change-of-mind returns, we strongly recommend using a tracked postal service and keeping your proof of postage. We cannot be held responsible for returns that are lost or damaged in transit.

Please do not send returns to the address shown on the original parcel unless we specifically instruct you to do so.

Return Postage Costs

Return postage costs for change-of-mind returns are the customer’s responsibility.

We will cover reasonable return postage costs when an item is confirmed to be faulty, damaged, incorrect or misdescribed.

Original delivery charges are non-refundable unless required by law. Where the whole order is cancelled under your statutory cancellation rights, we will refund the cost of our least expensive standard delivery option.

If you selected an express or premium delivery service, any additional amount paid above the cost of standard delivery will not be refunded.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method. Where statutory cancellation rights apply, refunds will be processed within 14 days of:

• Receiving the returned goods; or

• Receiving satisfactory proof that the goods have been returned

We may withhold the refund until we receive the goods or receive proof that they have been sent back, whichever occurs first.

Depending on your bank, card issuer or payment provider, it may take an additional 3–5 working days for the funds to appear in your account.

Shipping, customs or other charges that are not legally refundable will not be included in the refund.

Exchanges

We are happy to help with exchanges for a different size or colour, subject to availability.

Please contact us at care@dellore.co.uk to request an exchange. If your preferred item is unavailable, we may offer an alternative or issue a refund instead.

Customers are responsible for return postage costs for change-of-mind exchanges unless the original item is faulty, damaged, incorrect or misdescribed.

Late or Missing Refunds

If you have not received your refund after it has been approved, please first check with your bank, card issuer or payment provider, as processing times may vary.

If you have already done this and still cannot locate the refund, contact us at care@dellore.co.uk and we will investigate the matter.

Contact Us

For questions about returns, exchanges or refunds, please contact:

Email: care@dellore.co.uk