DEARLORIA · CUSTOMER CARE
Refund Policy
Care for the details. Support when you need it.
If something isn’t right with your order, please let us know. We’ll review the details and help you with the next steps.
PLEASE CONTACT US FIRST
Let’s start with your order.
Email help@dearloria.com with your order number, the item involved, a description of the issue, and photos explaining your request.
Please wait for approval and our return instructions before sending anything back. Our team will provide the correct return address.
Returns & exchanges
You may request a return or exchange within 30 days of receiving your order. Eligible items may be replaced or refunded after we confirm the issue and your request.
To be eligible for a return, your item must be unused, in the same condition in which you received it, and properly packed. If your item does not match its description or does not fit, contact us within the applicable return period to request a return or exchange.
Discounted items are not eligible for refunds for personal reasons, such as a change of mind or choosing the wrong size or color. If a discounted item is defective, damaged, or incorrectly shipped, you may still request a refund or exchange.
For other order issues that do not involve a return or exchange, please email us within 14 days of delivery, with an explanation and photos of the issue.
How to request a return
01 · Tell us what happened
Send your order number, the item you wish to return, and whether you are requesting a refund, size exchange, or color exchange. Include an explanation and photos supporting your request.
02 · Wait for approval & the return address
Once your request is approved, we will provide the return address. Do not use a business address or the address printed on your parcel unless our team specifically instructs you to do so.
03 · Pack, send & share tracking
Pack the item securely, send it to the approved address as soon as possible, and email us the return tracking number.
04 · Inspection & confirmation
All returned items are inspected. Once we confirm the reported issue and eligibility, we will arrange the appropriate replacement or refund and email you when your return has been processed.
We complete the review and process any approved refund or exchange within 7–10 business days after receiving your returned item.
Defective, damaged or incorrect items
If your item is defective, damaged, or incorrectly shipped, you may be eligible for a partial refund, full refund, or exchange, subject to the eligibility terms in this policy and confirmation of the issue.
If you believe the item was damaged during shipping, please obtain “Proof of Damage” documentation from your delivery carrier and include it in your returned package.
Who pays for return shipping?
Personal reasons · Customer pays
If there is no product quality issue and you request a return for personal reasons—such as disliking the item or choosing the wrong size or color—you are responsible for the return shipping cost.
Quality or fulfillment issues · DearLoria pays
We are responsible for applicable return shipping costs if the product is defective or damaged, or if your order contains a missing or incorrect item.
Order cancellations
Our personalized products are made to order. Preparation begins shortly after an order is placed and may include sourcing materials, reviewing uploaded photos, creating or adjusting artwork, and preparing production files.
Paid orders: Email us as soon as possible. A cancellation can be requested within 24 hours after payment is verified, provided production or shipping has not started. We cannot cancel orders after this period or once production or shipping has started.
If you cancel for reasons unrelated to product quality or an error on our part, a $15 processing fee will be deducted from your refund to cover labor, design, and preparation costs already incurred.
Unpaid orders: You may cancel the order yourself, or contact us for assistance. Please include your order number.
Refunds & payment timing
Approved refunds are credited to your original payment method. A refund receipt will be sent to the email address used for your purchase.
The entire review and refund-processing period is 7–10 business days, starting when we receive your returned item or your cancellation request. Any approved refund will be issued within this period.
Items returned without first notifying our Customer Care team are not eligible for a refund.
If your refund hasn’t arrived
Check your bank or PayPal balance again, then contact your bank or card issuer. Your bank, card issuer, or payment provider may need time to post the refund after we issue it.
If you have completed these steps and still cannot locate your refund, please email us with your order number so we can help.