Return and Refund Policy
At Dulcira, we want our customers to have clear and transparent information about returns and refunds before and after placing an order. This Return and Refund Policy explains how to request a return, which conditions apply, who is responsible for return shipping costs, and when refunds are processed. This policy applies only to orders shipped within the United Kingdom.
14-day return period
You may request a return within 14 days of receiving your order. The return period starts on the day your complete order is delivered.
Return requests submitted after the 14-day period cannot be accepted.
Return conditions
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 that show 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.
Return shipping costs
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.
Damaged, faulty, or incorrect items
Please inspect your order as soon as it arrives. If you receive a damaged, faulty, or incorrect item, contact us as soon as possible at support@dulcira.com.
When contacting us, please include your order number, a short description of the issue, and clear photos of the item and packaging where applicable. This helps us review the issue and provide the correct solution.
Exchanges
We accept exchanges on eligible items within the 14-day return period. To arrange an exchange, please contact our customer service team at support@dulcira.com.
Exchange availability may depend on stock levels at the time your request is processed.
Restocking fees
We do not charge any restocking fees for approved returns.
Refund process
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.