Returns & Exchanges

At Dorexis, your satisfaction is our top priority. We want you to love every piece you purchase from us. If for any reason you are not completely happy with your order, we're here to help with a straightforward and hassle-free return process.

1. Return Eligibility Period

You have 28 calendar days from the date you receive your order to initiate a return. This is in addition to your UK consumer rights under the Consumer Contracts Regulations 2013. Return requests submitted after 28 days will not be accepted unless the item is faulty.

2. Conditions for Return

To be eligible for a return, items must meet ALL of the following conditions:

• Unworn and unwashed: No signs of wear, perfume, deodorant, makeup, or other stains
• All original tags attached: Including brand tags, care labels, and price tags
• Original packaging: Including any dust bags, boxes, or hangers provided
• Proof of purchase: Order number or receipt
• No alterations: Items that have been hemmed, tailored, or altered are not eligible

3. Non-Returnable Items

The following items cannot be returned or exchanged for hygiene and safety reasons:

• Underwear, lingerie, bras, and panties (due to hygiene regulations)
• Swimwear and bikinis (unless the protective liner is intact and unworn)
• Earrings and other pierced jewelry
• Face masks and other personal protective items
• Gift cards and e-vouchers
• Final Sale items (clearly marked "Final Sale" at checkout)
• Items damaged by customer misuse or improper care
• Sample sale items (unless faulty)

4. How to Initiate a Return

5. Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the return is due to our error (wrong item shipped, defective product, or quality issue). We recommend purchasing shipping insurance, as Dorexis is not responsible for items lost or damaged during return transit.

UK Returns: Royal Mail 2nd Class Signed For typically costs £2.99-£4.50 depending on weight.
International Returns: Return shipping costs vary by country and carrier.

6. Refund Process

6.1 Inspection Timeline

Once we receive your return, please allow 3-5 business days for our team to inspect the item(s). We will notify you via email once the inspection is complete.

6.2 Refund Approval

If approved, your refund will be processed to the original payment method within 5-7 business days. Depending on your bank or card issuer, it may take additional time for the refund to appear in your account.

6.3 Partial Refunds

A partial refund may be issued in the following circumstances:

• Item shows signs of wear, stains, or damage
• Missing tags or original packaging
• Return is initiated after the 28-day window (at our discretion)

6.4 Refund Amount

You will be refunded the full purchase price of the item(s) returned. Original shipping charges are non-refundable unless the return is due to our error.

7. Exchanges

For the fastest service, we recommend returning the unwanted item for a refund and placing a new order for the desired item. This ensures you receive the correct size or color as quickly as possible, especially during high-demand periods.

If you prefer a direct exchange, please email us at ucem2571@outlook.com with your request. Direct exchanges are subject to stock availability and may take longer to process.

8. Faulty or Damaged Items

We take quality control very seriously. However, if you receive a faulty, damaged, or incorrect item, please contact us immediately:

• Contact within: 48 hours of delivery
• Provide: Order number, photos clearly showing the fault/damage, and a brief description
• We will arrange a prepaid return label (free return shipping)
• You may choose between: full refund, replacement (subject to availability), or store credit

9. UK Consumer Rights (Consumer Contracts Regulations 2013)

Under UK law, you have the right to cancel your order within 14 days of receiving your goods (the "cooling-off period") without giving any reason. This right applies in addition to our 28-day returns policy. To exercise your right to cancel, you must inform us in writing within 14 days of delivery. You then have another 14 days to return the goods.

10. International Returns

For international customers, please be aware of the following:

• Return shipping costs can be significant; please consider your purchase carefully
• Customs duties and taxes paid are non-refundable by Dorexis
• We are not responsible for packages held in customs during the return process
• Please mark your return package as "Returned Goods" on customs forms to avoid additional charges

11. Refund Timeline Summary

• Return shipped by customer: varies by location
• Transit to our facility: 2-5 business days (UK), 7-14 days (international)
• Inspection at Dorexis: 3-5 business days
• Refund processing: 5-7 business days
• Total estimated time from return shipment to refund: 15-25 days

12. Contact Our Returns Team

Email: ucem2571@outlook.com (please include "RETURN" in the subject line)
Phone: 0345 677 9829
Returns Address: 1 WALKFIELD DRIVE, EPSOM, ENGLAND, KT18 5UF, United Kingdom