DLSB Returns, Processing & Exchanges Information
UPDATED 09/09/2024
Returns Portal: dlsb.returns.international
HOW TO RETURN
There are 3 ways to return your item: Local drop off (Newcastle), Local drop-off at our Newcastle location, Royal Mail returns or arranging your own return. Please ensure to read our returns policy section below.
Option 1: Priority Local Drop off returns
Free express returns available for our Dolls from Newcastle upon Tyne area. Simply bring items you'd like to return to our warehouse at:
DLSB
20-22 Brough Park Way
Newcastle Upon Tyne
NE6 2YF
UNITED KINGDOM
Please bring your order number with you, to ensure smooth returns process.
For the following options we recommend using our DLSB returns portal - dlsb.returns.international.
Please ensure to include your invoice or a note with your order details within the return and that the return address is clear and cannot be confused with any other address (please cross out any previous addresses that could still be on the packaging).
Within the Portal, simply enter your order number and postcode, email address or the last 4 digits of your phone number. Please use the information you used when purchasing your order. Select a reason for the item(s) you are returning and then choose from these options:
Option 2: Royal Mail - printable label only*
You will be emailed a label, if you do not have a printer you will be able to filter by 'Print returns label' and it will show you where you can go to print out your label. Remember to keep hold of your proof of postage receipt to track your parcel!
*The cost of the return request is £2.99, which will be deducted from your refund.
Option 3: Arranging your own return:
Alternatively, if you wish to arrange your own return, or if you're an international customer, please return to the below address with your original invoice enclosed:
DLSB
20-22 Brough Park Way
Newcastle Upon Tyne
NE6 2YF
UNITED KINGDOM
However, we do highly recommend using our tracked service dlsb.returns.international so you can track the whereabouts of your return and be notified throughout its journey via email.
*DLSB cannot be held responsible for the loss of your return. Please keep any proof of postage receipts when arranging your own return.
We do not cover postage costs for items sent back via Special Delivery/Saturday Delivery etc as they are costlier and not needed when we offer alternative services stated above. All refunds are offered at the discretion of DLSB once inspected. DLSB reserves the right to refuse the refund of any item we suspect has been damaged, washed, worn or used.
RETURNS POLICY
To be eligible for a refund, your item(s) must be returned to us in the same condition as you received them (unused, unworn, unwashed with the tags still intact) within 28 days of the receipt of your order for a refund. If this timeframe is exceeded, unfortunately, we will not be able to accept your return. If you try to make a return after 28 days your order will be sent back to the delivery address from your original order.
If you think you have received a faulty item, please scroll down to ‘returning faulty items’ section below.
*Please note Beauty items, Underwear, Bodysuits, Swimwear, and Earrings cannot be returned due to hygiene reasons. We cannot accept returns for matching fabric belts that have been washed. If you do return one of these items the cost of having this item sent back will be deducted from the rest of your return. If you don't return any other items in your order we will invoice you the postage, if this is not paid your item will not be refunded and we will destroy your item.
PROCESSING RETURNS
We aim to process your return and refund you within 14 days of having received the returned item. All returns will be refunded by way of the original payment method, and items will be refunded at the price they were purchased for.
*This can take up to 21 working days during busier periods such as sales, Bank Holidays and Christmas.
We cannot issue a refund until we have received your item, so we recommend using dlsb.returns.international for tracked delivery services.
RETURN CONDITIONS
Please be careful when trying on your items! Unfortunately, we cannot accept returns on item(s) that have been used, worn, soiled, washed or the tags removed. Any returns which are found to have make-up stains, perfume or fake tan on the garment cannot be exchanged or refunded. Please ensure all tags are intact and the item is in original condition with original packaging, this includes shoeboxes. All goods are inspected upon return and must be returned to DLSB in a saleable condition. The goods are your responsibility until they reach DLSB, so please make sure any returns are securely packaged and cannot get damaged on their way back to us. Please note: We cannot accept returns for matching fabric belts that have been washed. Beauty items, Underwear, Bodysuits, Swimwear, and Earrings cannot be returned due to hygiene reasons.
RETURNING FAULTY ITEMS
We’re so sorry if you’ve received a faulty item!
Please note: you must inform us of the item fault prior to sending a faulted item back otherwise we cannot refund!
Our warehouse team works hard to ensure all of our products are thoroughly checked when packaging them up before they are sent to you, however some faults can unfortunately escape discovery. On the rare occasion that you receive a faulted item, incorrect item, or an item of the wrong size please contact us as soon as you can prior to sending back the item so we can resolve - do this via email to: sales@dlsb.co.uk. Please attach images of the faulted item to any emails sent to us along with your order number. We aim to respond to this within 2 working days.
We reserve the right not to refund the item if we have not been informed of any faults prior to receiving the item back to us. DLSB also reserves the right to refuse to refund a faulted item if we suspect foul play or tampering.
Please do not contact the email address or mobile phone number attached to our PayPal account as they are for PayPal use only and any emails/text messages sent to these will not be responded to.
When returning faulty items, you must have informed us prior so that we can instruct you on how to return. This will ideally be done through our DLSB returns portal where you can select your preferred courier (UK only, please see above return instructions).
I WANT TO CANCEL/CHANGE MY ORDER
Unfortunately we are unable to cancel/modify your order once it has progressed to an advanced preparation status. Please return any items you no longer wish to keep via our returns method.
