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Dotzlane offers a five-calendar-day request window for eligible returns, starting from the date the product is delivered.

To request a return, contact our support team within this period with your order number and reason for return.

Requests received after this window may not qualify for discretionary returns. This does not limit any rights available under applicable law.

For standard change-of-mind returns, products should:

• Be unused and in their original condition.
• Include original packaging, tags and accessories.
• Include proof of purchase or a valid order number.
• Be submitted within the applicable return window.
• Not be explicitly marked as non-returnable or final sale before purchase.

Different conditions may apply when a product arrives damaged, defective, incorrect or misdescribed.

We request a clear, continuous unboxing video when customers report:

• Damaged products received on delivery.
• Incorrect products delivered.
• Missing products or accessories.
• Empty or tampered packages.

Ideally, the recording should begin before opening the sealed package and clearly show the shipping label, external packaging, opening process and received contents.

If your order arrives damaged or defective, please contact our support team as soon as possible, preferably within five calendar days of delivery.

Please provide:

• Your order number.
• A description of the issue.
• Clear photographs of the affected product.
• An unboxing video, if available.

After reviewing your complaint, we will communicate the appropriate resolution, which may include a replacement, refund or another remedy as required by law.

If you receive an item different from what you ordered, contact Dotzlane promptly.

Include your order number and photographs of the received item and shipping label. An unboxing video is helpful if available.

Once verified, our team will arrange an appropriate resolution.

Items clearly marked as Final Sale before purchase are generally excluded from discretionary change-of-mind returns.

A product being discounted does not automatically mean it is non-returnable.

Customers experiencing an eligible product issue may contact our support team to request a replacement.

Replacement eligibility depends on the nature of the issue, supporting evidence and product availability.

If an identical replacement is unavailable, our team will discuss an appropriate alternative or refund where applicable.

Follow these steps:

• Contact Dotzlane through our support page.
• Provide your order number and return reason.
• Attach relevant photos or video evidence.
• Wait for our team to review your request.
• Follow the return instructions provided.

Please do not ship a product back without receiving return instructions.

After receiving and inspecting an eligible returned product, we will notify you about the approval or outcome of your request.

Approved refunds will be initiated through the applicable refund method. The time required for funds to appear may vary depending on the payment provider.

Any applicable return-shipping charges or deductions will be communicated before processing, subject to consumer law.

If you wish to cancel an order, please contact our support team immediately.

Cancellation requests are subject to the order's processing and dispatch status.

If your order has already shipped, our team will explain the available options under our cancellation and return policy.

If your tracking information indicates delivery but you have not received your package, please contact our support team.

Provide your order number and relevant tracking details so we can investigate the issue with the delivery provider.

Certain products may be excluded from discretionary returns for hygiene, safety or other disclosed reasons.

Any product-specific exclusion should be clearly stated on its product page before checkout.

These exclusions remain subject to applicable statutory consumer rights.