Refund policy
Last updated: April 2026
We want you to be completely happy with your Doriela purchase. This policy explains exactly how to return an item, what we accept back, who covers the return cost, and how and when your refund will be issued — clearly, before you buy.
Return Window
1. Your Right to Return — 30 Days from Delivery
You have 30 days from the date your order is delivered to return any eligible item. The clock starts on the day DHL delivers your parcel, as confirmed by tracking.
This exceeds the statutory 14-day right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which is fully included within this 30-day window. Returns after 30 days are not accepted unless the item is faulty (see Section 6).
What We Accept
2. Condition of Items
To be eligible for a return, items must meet all of the following:
— Unworn, unwashed, and unaltered — same condition as delivered
— All original tags attached and intact
— In original packaging where possible
— Free from odours, stains, pet hair, or signs of use
— Your order number provided
3. Non-Returnable Items
— Items that have been worn, washed, or altered
— Items where original tags have been deliberately removed
— Items damaged by misuse, negligence, or normal wear and tear
Unsure if your item qualifies? Email us at info@doriela.com before sending anything back.
Return Shipping
4. Who Pays Return Shipping
We Cover Costs
Faulty, damaged, or incorrectly delivered items. In many cases no return shipment is needed — we offer a free replacement or full refund on receipt of your photos.
Customer Covers Costs
Change of mind, wrong size selected, or item no longer wanted. Use a tracked service — we cannot accept liability for items lost in return transit.
Original outbound shipping costs are non-refundable in all cases.
How to Return
5. Step-by-Step Return Process
Step 1 — Email info@doriela.com with your order number and reason for return. Do not send items back without contacting us first.
Step 2 — We will reply within 1 business day with full return instructions.
Step 3 — Pack the item carefully, using original packaging where possible.
Step 4 — Ship to the returns address below using a tracked service.
Returns Address
Doriela — Okanshop
Dissel 60
5684 KN Best
Noord-Brabant, The Netherlands
Faulty Items
6. Consumer Rights Act 2015 — Faulty Goods
Under the Consumer Rights Act 2015, if your item is faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement, or refund. These rights apply on top of our 30-day policy.
If your item arrives damaged, email info@doriela.com as soon as possible with your order number, a description of the fault, and clear photographs.". We will arrange a free replacement or full refund at no cost to you.
Refunds
7. How and When Refunds Are Issued
Once we receive your return we inspect it within 2 business days and email you confirmation. Your refund is then processed as follows:
— Method: original payment method used at checkout
— Currency: GBP (£)
— Our processing time: within 5 business days of receiving and approving your return
— Bank processing: allow a further 3–5 business days for funds to appear
Exchanges
8. Exchanges
We do not offer direct exchanges. Return the original item for a refund and place a new order for the size or colour you need.
Restocking Fees
9. No Restocking Fees
We do not charge any restocking fees on returned items. If your return is approved, you will receive a full refund of the item price — no deductions, no handling charges, no admin fees.
Your Legal Rights
10. Statutory Rights
Contact
11. Get in Touch
| Trade Name | Doriela |
| Company Name | Okanshop |
| Registration No. | 88051609 |
| VAT Number | NL004530802B06 |
| info@doriela.com | |
| Phone | +31 6 42431745 |
| Address | Dissel 60, 5684 KN Best, Noord-Brabant, Netherlands |
| Business Hours | Mon–Fri, 09:00–17:00 (GMT/BST London) · Reply within 1 business day |