Frequently Asked Questions (FAQ)
How quickly do you respond to customer enquiries?
We answer emails and messages in the order they are received. Our customer support team aims to respond within 24 hours during business days.
Inquiries received on weekends or public holidays will be answered on the next business day.
Can I change my delivery address after placing an order?
If you need to update your delivery address, please contact us as soon as possible after placing your order at support@dulcira.com.
We will do our best to update your address before dispatch. However, we cannot guarantee changes once an order has already been processed, dispatched, or handed over to the carrier.
If your order has already been dispatched, you may still request a return in line with our Return and Refund Policy.
How long does order processing take?
Order processing typically takes 1–5 business days from the day the order is placed. Processing takes place from Monday to Friday, excluding public holidays.
Our daily order cut-off time is 12:00 AM GMT. Orders placed after the cut-off time may begin processing on the next business day.
Once processing is complete, your order will be dispatched as soon as possible.
How long does shipping take?
Shipping time begins once your order has been dispatched. Delivery typically takes 1–5 business days from Monday to Friday.
Total estimated delivery time is usually 2–10 business days, including processing and shipping time.
Will my order arrive in one package?
Depending on the size of your order and the items purchased, your order may arrive in separate packages.
If your order is shipped in multiple packages, they may arrive 1–2 business days apart.
What happens if an item is out of stock or on backorder?
If an item in your order is out of stock or on backorder, we will notify you by email as soon as possible.
If the item is not expected to become available within two weeks, we will automatically issue a refund for that item to your original payment method.
What should I do if I receive a damaged item?
We are sorry if your order did not arrive in perfect condition. Please contact us as soon as possible at support@dulcira.com so we can assist you.
When contacting us, please include your name, order number, a short description of the issue, and clear photos of the damaged item and packaging where applicable.
How can I track my order?
You can track your order through our Track My Order page by entering your tracking number.
You can also find the tracking page in the main menu or footer of our website. If you need help tracking your order, please contact our customer support team.
Why is my tracking number not working?
Tracking numbers can take 24–48 hours to activate after your order has been dispatched.
If your tracking number is still not working after 48 hours, please contact us at support@dulcira.com and we will assist you.
Which shipping carrier do you use?
For orders shipped within the United Kingdom, we use Royal Mail.
Can I return my product?
Yes. You may request a return within 14 days of receiving your order. The return period begins on the day your complete order is delivered.
Return requests submitted after the 14-day period cannot be accepted.
What condition must items be in to be returned?
To be eligible for a return, items must be returned in good condition, either new or lightly used, and in their original packaging where possible.
Items showing excessive wear, customer-caused damage, missing parts, or signs of misuse may not be accepted for return.
Please package your return securely to help prevent damage during transit. We recommend using the original packaging when possible.
Returns must include a completed return form and valid tracking information. Returns sent without these details may not be accepted.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer.
Exception: If you received an incorrect, damaged, or faulty item, Dulcira will provide a free return label by email and cover the return shipping cost.
Do you charge a restocking fee?
No. We do not charge any restocking fees for approved returns.
When will I receive my refund?
Once your return has been received and inspected, we will notify you by email whether your return has been approved.
If approved, your refund will be issued to your original payment method within 5 business days.
Please note that your bank, card provider, or payment provider may require additional processing time before the refund appears in your account.
Contact Information
If you have any questions, please contact us using the details below:
Dulcira
Newtonlaan 115
Utrecht 3584 BH
Netherlands
Email: support@dulcira.com
Phone: +31 85 250 2549
Customer service hours:
Monday–Friday: 8:00 AM–6:00 PM GMT
Our customer support team aims to respond to all emails and messages within 24 hours during business days.