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SHIPPING & RETURNS

CAN I CANCEL/ AMEND MY ORDER? 

Unfortunately, once the order has been placed we can not change the order.

This includes the following:

  • Changing the item/ size

  • Delivery/ billing address

  • Adding other items to your order

  • Shipping address/ method

Cancellations will follow the usual returns procedure.

 

RETURNS POLICY

If you are not satisfied with your purchase, you have 28 days to return a product for a full refund.

Once processed the refund of the purchase price will be issued back to the original payment method (excluding the postage that has been paid).

Refunds will be issued if items are returned in their original unworn condition with original labels attached. Returns that are damaged, soiled, scented, worn or altered will not be accepted and will not be sent back to you unless you pay for the postage. At this time, we will not cover the cost of postage for you to return your unwanted product. 

 

In the case that an item is deemed faulty and a fault of Dinlo we will of course also refund your postage. 

Refunds will be processed within 7 days from the time of receiving your item(s).

Abuse of returns policy, such as repeat refunds with no valid reason, free wardrobing & chargeback fraud will not be accepted. Dinlo reserves the right to make the final decision on refunds and returns. 

ORDER ISSUES

You will have 14 days from receiving your order to report any issues such as damage or defects to the outer packaging or missing or damaged items within your order. We will not be held responsible for any issues reported after this period. When reporting these to us please ensure you have photographed the issue as we will ask for this to conduct our investigation.

To report any issues with your order, please email hello@dinlo.co.uk with photos of the issue for reference.

 

 

HAVE YOU RECEIVED MY RETURNED PARCEL?

Don't worry, we've most likely got your parcel but it is waiting for processing. Please keep hold of your proof of postage receipt. Once we've processed your return/ exchange, you will receive an email notification. We are usually pretty speedy but during our busier periods it may take us up to working 7 days to process.

 

 

HOW TO RETURN

For UK returns, please follow the link here which will take you to our online returns portal.

You will be required to login by entering your order number and email address. This will then take you to your recent orders where you can start your return process. Click on the item(s) you wish to return, choose the relevant issue and whether you would like a return or exchange. You will then be directed to a page that gives you your returns number and label. Please print this label off and enclose it with your return. If you do not have a printer then please take note of the return number and enclose it in with your items. Ensure that the return number is clearly visible on your paperwork.

(Please keep hold of your receipt as proof of return.)

Pack the item(s) you wish to return or exchange in their original condition, all original labels must be intact and, in a condition, to resell the product. 

We recommend returning your items back to us via Royal Mail Tracked service as we unfortunately can’t be held responsible for any items that do not reach us. Email us hello@dinlo.co.uk. to get the return address.

 

Please note that you will be responsible for paying postage costs associated with your return.

If you have any further enquiries about refunds or returns for UK orders, please contact hello@dinlo.co.uk.

 

 

 

UNACCEPTABLE RETURNS

If you return an item beyond the 30-day period or we deem the item in a non-sellable condition, we will hold the item(s) until you arrange a collection from our warehouse or pay for further postage for us to send the products back to you. Our Customer Service Team will be in touch to advise you of this.

For any further enquiries, please email our customer service team on hello@dinlo.co.uk.who will assist you further.

 

FAULTY ITEMS

In the unfortunate circumstance that you receive an incorrect item, or item you believe to be faulty, please contact our customer service team on hello@dinlo.co.uk. with the below info:

  • Your Order Number

  • Item Name and Size

  • Clear Photos with:

1) The close up of the fault

 

Upon Dinlo receiving your faulty/incorrect item, we will happily reimburse UK postage costs up to a value of £4.50 per parcel, dependent on size, weight and location.

 

I'VE SENT THE RETURN PARCEL BACK, WHEN WILL I GET MY REFUND BACK?

Please note, due to busy periods, returns process may take up to 14 days to process.

We will send you an email notifying you once your return have been processed.

If you do not receive an email after 7 working days, please contact our customer service hello@dinlo.co.uk.with your proof of postage, parcel tracking number and order number.

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