Refund policy

Last updated: 2026-06-17 

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be unworn or unused, in its original packaging, and in the same condition as received. You’ll also need proof of purchase.

To start a return, contact us at support@dholtdesign.com. Our support team will provide return instructions. Once instructions are provided, please postmark your package within 5 business days. Returns sent after this period may be eligible for store credit only, at our discretion.

Customers are responsible for return shipping fees, customs duties, taxes, and other fees incurred when returning an order. Returns require prior approval and must be properly packaged and sent with shipping fees paid. Any gifts included with the order must also be returned.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect. Please include clear photos or a video of the issue. 

For issues reported after use, we will review the item to determine whether the damage is due to a manufacturing defect. Damage caused by misuse, excessive force, accidents, or improper handling is not considered a product defect and is not eligible for a refund or replacement. Any compensation offered for damage that occurs after use is at our discretion.

Lost or Stolen Packages
If your tracking information shows that your package was delivered but you cannot locate it, it may have been lost, stolen, or misdelivered. Please file a police report for suspected package theft with your local law enforcement and provide us with the official case number so we can issue a replacement.

Please note that all replacement orders are considered Final Sale. Replacement shipments issued for lost, stolen, or misdelivered packages are not eligible for regular returns or refunds.

Failed Deliveries & Incorrect Address 
If a package is undeliverable or returned to sender due to an incorrect, incomplete, or invalid address provided by the customer, or if the package is left unclaimed, the customer is responsible for any re-shipping costs. Additionally, an administrative fee of up to 20 EUR may be deducted from any applicable refund to cover carrier return fees, product inspection, and restocking costs.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as earrings). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on digital gift cards.

Free Gifts
Free gifts are not eligible for cash refunds. If a free gift arrives defective or damaged, store credit of up to its regular retail price may be offered at our discretion.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. If your order has not been processed and shipped, we can try to help you with an exchange. Once the order is processed or shipped, it will not be possible to make any more changes to your order. 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved. Approved refunds will be issued to your original payment method within 10 business days. Please allow additional time for your bank or payment provider to process the refund.

Standard returns are subject to a restocking and administrative fee of up to 20 EUR per order, deducted from the refund.

If returned items are not in their original condition, we may deduct up to 100% of the order value. Unreturned gifts may also be charged and deducted from the refund.

If you have not received your refund within 15 business days after approval, please contact us at support@dholtdesign.com.