At Dolphinby, customer satisfaction is always our top priority.Our dedicated Quality Control and Quality Assurance Teams will inspect your items prior to shipping. Our product quality is guaranteed. However, you do need to carefully and accurately check your size before buying. Please kindly refer to the size charts on the product page.
If you are not satisfied with the items you received, we can easily arrange an exchange or a refund for you. We are here to help! Please feel free to submit a ticket if you have any issue with your order!
Orders can be canceled only before shipping. The buyer need to contact us first for the reason, our sale manager will arrange the cancellation in 2 working days.
Any orders that have been shipped out order can not be canceled.
15 Day Returns Warranty：
Customers can contact us within 15 days of receiving the item. If you have received a defective or damaged item, the wrong size or the wrong product, please contact us immediately at our Support Center：firstname.lastname@example.org.
1. Dolphinby's Responsibility:
If our company is responsible for the issue, we will allow a return to our warehouse for a refund or an exchange.
Once we receive the item, we will refund in full the original product price and its shipping or resend for free a replacement at our expense. This solution is only when Dolphinby is responsible for shipping the wrong item/ size.
Incorrect order(size of item)
If the customer has ordered an incorrect size or product, we can also allow a return. In this case, the customer will be responsible for the shipping fee both ways (to and from our warehouse) for an exchange. If the customer chooses a refund, we will refund the original product price. All and any shipping fees are non-refundable.
If the customer decides that they no longer want the item or simply want to exchange the item, they can report this to us within 15 days of receiving the product for a partial refund of the product cost.
How to return the order?
(1). If the item is defective?
We are sorry if you receive any defective items, and we will actively deal with such incidents, we also need your help.
(2) If the item is defective, please notify us within 15 days of delivery.
Second: please shoot the picture clearly showing the fault ,send it to email@example.com. We will tell you how to solve based on the severity of the problem.
(3) All items must be returned in their original condition in order to qualify for a refund or exchange of goods. The buyer is responsible for all shipping costs incurred, however, in order to compensate for this loss we may offer a gift card/discount towards future orders.
(4). Cooling off period (a time-frame in which the customer may return the goods they have purchased without giving any explanation) is 14 days of delivery, the buyer is responsible for all shipping costs incurred if they decide to return the goods.
(5).This the most important step, please send us your return tracking number and shipping company by ticket. Without this info, we can't apply any refund for return.
(6). You can also track the package online, then you will know when the package delivered to us.
(7).Once we have received the returned item(s), our customer service will apply the refund in 3-6 working days.
* Additional notes about Warranty *
All returns must first be approved by our customer service team; if approved, you will be provided with an RMA form. Returned items without RMA form will not be accepted.
All returned items must be in brand new condition, unused/unworn, unwashed, come with all original tags and their original packaging.
If the customer requests a refund, we will refund the original product cost upon receiving the returned item. All shipping fees to return the item, and the original shipping fees, are non-refundable.
We do not accept returns on intimates, swimwear, lingerie and beauty items, or discounted items, unless a customer received a wrong item or the item was faulty.
For returned items or items for exchange, we will need 3-6 business days upon receiving your item(s) to process the solution.
After this time, the refund time-frame is as below:
Paypal account refunds: Up to 48 hours
Credit card refunds: Between 7-14 business days
Please contact our Support Center for further help. We will do our very best to help you and reply to all messages within 24 hours.