Returns & Refund Policy

Returns & Refund Policy

We want you to be happy with what you ordered. This policy explains how returns, refunds and exchanges work at Dolarina, and sets out your rights.

Your rights under the Consumer Guarantees Act 1993

Our goods come with guarantees under the Consumer Guarantees Act 1993 that cannot be excluded. Among other things, goods must be of acceptable quality, fit for the purpose they are supplied for, and match their description. If goods do not meet these guarantees, you may be entitled to a repair, a replacement or a refund, and in some cases to compensation for any other reasonably foreseeable loss or damage.

A failure is of a substantial character when, for example, an item is unsafe, is substantially different from its description, is not fit for its purpose, or has a problem that would have stopped a reasonable consumer buying it had they known about it. Where a failure is of a substantial character, you may reject the goods and choose a refund or a replacement, or keep the item and be compensated for the drop in value.

These consumer guarantees apply in addition to, and are not limited by, the 30-day change-of-mind window described on this page. Nothing in our policies excludes, restricts or modifies any guarantee, right or remedy you have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

At a glance

  • Return window: 30 days from the delivery date.
  • Who pays return postage: the customer pays return postage for change-of-mind returns. We pay return postage when an item is faulty, damaged, incorrect, or not as described.
  • Restocking fee: none.
  • Refund method: back to your original payment method.
  • Refund timing: processed within 5 business days of us receiving and inspecting the return; your bank may take a further 3–5 business days to show it.
  • Exchanges: available inside the same 30-day window, subject to availability.

We do not advertise free returns anywhere on this site. For change-of-mind returns the postage cost back to us is yours to cover, and it is not deducted from your refund — you simply pay the carrier directly.

Return conditions

To be accepted, a change-of-mind return must be:

  • requested within 30 days of the delivery date;
  • unworn and unwashed, in the condition you received it;
  • complete with all original tags still attached;
  • packed in the original box or an equivalent protective package (shoes must be returned in their box, and the box should be inside an outer satchel rather than used as the shipping carton).

These conditions do not apply to faulty items — a faulty item can be returned whether or not it has been worn, and whether or not the tags are attached.

How to start a return

  1. Email info@dolarina.com with your order number, the item(s) you want to return, and the reason.
  2. We reply within one business day with the return address and instructions. Please do not post anything back before you have those instructions.
  3. Send the parcel using a tracked service and keep your receipt until the refund lands.

Faulty, damaged or incorrect items

If something arrives faulty, damaged in transit, or is simply not what you ordered, email us within 7 days of delivery with your order number and photographs. We will cover the cost of returning it and send a replacement or a full refund — your choice, in line with the consumer guarantees set out above.

Refunds

Once your return arrives we inspect it and process the refund within 5 business days. Refunds go back to the payment method you used. Original delivery charges are refunded in full where the return is due to a fault, an error on our side, or a failure of substantial character under the Consumer Guarantees Act 1993.

Cancelling an order

If you need to cancel, email us as soon as possible. If the order has not yet been dispatched we will cancel it and refund you in full. Once it has been dispatched it must be handled as a return.

Contact

Dolarina is a brand of LP Brands.
Email: info@dolarina.com
Phone: +31647475132
Registered address: Ten Katestraat 35, 6531 EE Nijmegen, Netherlands
Chamber of Commerce (KvK): 99576473 · VAT: NL004840035B33

Business hours: Monday to Friday, 9:00 – 17:00 AEST (11:00 – 19:00 New Zealand time). We reply to every enquiry within one business day.