UPDATED 08/05/2024

Returns Portaldlsb.returns.international

 

HOW TO RETURN

There are 5 ways to return your item: Local drop off (Newcastle), Inpost Lockers, Royal Mail, Asda toyou store drop off or Asda Grocery delivery pick up. Please ensure to read our returns policy section below.

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:
20-22 Brough Park Way, Newcastle upon Tyne NE6 2YF

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).

*The cost of the return request is £2.99, which will be deducted from your refund.

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 1 - InPost Lockers - Drop off*

All items from the same order should be returned in one parcel. Maximum parcel size: 41cm x 38cm x 64cm.

With InPost Lockers there is no printing required at home or when you drop off your return, InPost is available 24/7, no queues and is completely contact-free - just scan. Drop. Done. You don’t even need a label! Just pick the locker location that is most convenient to you - InPost Lockers are in handy locations like supermarkets (inc. Tesco, Morrisons and Lidl) and train stations.

Your unique QR code will be sent directly to your email address. Scan the code on your phone at your local locker, pop the parcel inside and when your return is collected, a label will be applied for you by the courier.

*The cost of the return request is £2.99, which will be deducted from your refund.

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 - ASDA toyou Store - Drop Off*

ASDA toyou has a Click & Collect and returns service. They've got over 600 stores across the UK with late opening hours and safe parking, making returning your parcels easy and convenient!

Your unique QR code will then be sent directly to your email address for you to print in-store. Return at the parcel point at your chosen ASDA. Then ASDA toyou will do the rest! Remember to keep hold of your receipt to track your parcel, which you can do on the ASDA toyou’s website or through dlsb.returns.international.

Can’t make it to a store near you? Try returning your order with your grocery delivery!

ASDA toyou are really excited to be trialling a new returns service for customers using our Asda Online Grocery service. This will allow you to return your parcels with your Grocery Home Delivery Driver.

How does it work: Present your QR Code or labelled parcel to the Asda driver after your grocery delivery and we will do the rest. Simple!

  • Convenient service with no extra costs
  • No need to book a slot for a returns pick up
  • Helps reduces the carbon footprint and saves you an extra journey


You will receive an email once your return is in transit and an email when your return has been processed and a refund has been issued. If you have a tracking number for your return and it has been received by us, your return will be in a queue awaiting processing - Please note processing can take up to 7-14 working days from the date received. We cannot refund unwanted items after 28 days from receiving your order. 

*The cost of the return request is £2.99, which will be deducted from your refund.

Remember: you have to send the items you wish to return before the return period expires.

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.