Refund policy

RETURN AND REFUND POLICY — DOLCELLE

At Dolcelle, we want your shopping experience to be perfect. That's why we offer a 30-day satisfaction guarantee from the date you receive your order. If something isn't right, we're here to fix it.

📧 Contact: tiendadolcelle@gmail.com | Reply within 24 business hours

1. 30-DAY GUARANTEE

All orders placed in our store are covered by a 30-calendar-day guarantee from the delivery date confirmed by the carrier. This guarantee covers the following cases:

  • The product was lost in transit.
  • The product arrives damaged, defective, or does not match the item ordered.

2. LOST PACKAGE

If your order has not arrived after 25 business days from the shipping date, we consider the package lost and offer you either a reshipment or a full refund of the amount paid.

To request this, email tiendadolcelle@gmail.com with the subject LOST PACKAGE — [order number] and attach a screenshot of the latest tracking status. We'll resolve your case within a maximum of 48 business hours, and the refund will be processed within 5 to 7 business days using the same payment method used for the purchase.

3. PRODUCT DAMAGED ON ARRIVAL

If your order arrives with visible physical damage, incorrect contents, or a defective product, you are entitled to a 100% refund or a free reshipment of the item at no additional cost.

To request this, email tiendadolcelle@gmail.com within the first 48 hours after receiving the package, with the subject DAMAGED PRODUCT — [order number], and include photos of the damage, the outer packaging, and the carrier label. You do not need to return the damaged product unless we specifically ask you to. We'll handle your case within 3 to 5 business days.

4. DELIVERY DELAYS

Estimated delivery times for Spain are 7 to 15 business days. If your order exceeds that time frame, we apply the following compensation as a partial refund, compatible with still receiving your order:

  • Delay of 8 to 14 extra days: 15% refund of the order amount.
  • Delay of 15 to 29 extra days: 30% refund of the order amount.
  • Delay of 30 or more extra days: 50% refund of the order amount.

To request this, email tiendadolcelle@gmail.com with the subject DELAY — [order number], stating the number of days of delay. We'll process the compensation within 5 to 7 business days.

Delays due to force majeure (natural disasters, carrier strikes, or government restrictions) are excluded from this compensation.

5. RETURNS WITHOUT A SPECIFIC REASON

You have the right to return any item within 30 calendar days of receiving your order, without needing to justify the reason, in accordance with the consumer regulations in force in Spain.

Important — return shipping costs: for returns without a specific reason (that is, when the product is not damaged, is correct, and is in good condition), the return shipping costs are borne entirely by the customer. Dolcelle only covers the cost of return shipping when the reason for the return is a damaged, defective, or incorrect product.

Conditions for accepting the return:

  • The product must be unopened, in its original packaging, and in perfect condition.
  • Returns will not be accepted for products that have been opened or whose hygiene seal has been removed, for health and consumer protection reasons.

To start a return, email tiendadolcelle@gmail.com with the subject RETURN — [order number]. We'll provide the return address within 24 business hours. The return must be sent using a tracked courier service, as Dolcelle is not responsible for packages lost without tracking. Once the product is received and its condition verified, we'll process a full refund of the item price (excluding the original shipping costs and the return shipping costs) within 5 to 10 business days.

6. REFUND PROCESS

All refunds are issued using the same payment method used for the original purchase:

  • Credit or debit card: 5 to 10 business days, depending on your bank.
  • PayPal: 3 to 5 business days.
  • Other methods: according to the payment provider's terms.

You'll receive a confirmation email the moment the refund is processed from our platform. If you haven't received the amount after the stated time frames, we recommend contacting your bank first before writing to us.

7. EXCLUSIONS

Returns and refunds will not be processed in the following cases:

  • Products with the hygiene seal removed, or that have been opened and used.
  • Requests made outside the 30-calendar-day window from the date the order was received.
  • Damage caused by improper use of the product or incorrect storage conditions by the customer.
  • Incorrect delivery address provided by the customer at the time of purchase.
  • Delays due to force majeure.

8. CONTACT AND CUSTOMER SUPPORT

📧 tiendadolcelle@gmail.com 🌐 www.dolcelle.com 🕘 Monday to Friday, 9:00 AM–6:00 PM (CET, Spain time) ⏱ Response time: under 24 hours on business days

For any complaint regarding your consumer rights, you may also contact the Municipal Consumer Information Office (OMIC) in your area or the Consumer Affairs Directorate of your autonomous community.

Dolcelle — Policy in force since 2025