Refund policy

Order Cancellation & Refund Policy

You may request an order cancellation and refund before your order is delivered:

・Within 7 days of order placement: Eligible for a full refund.
・After 7 days of order placement: A 10% processing fee of the total order value will be deducted from your refund.

To request a cancellation or refund, please contact us at info@dollnouveau.com.

Post-Delivery Returns & Refunds

Once you have received your order, we do not accept returns or refunds for any reason, except for damaged or defective items.

Damages and issues

Please inspect your order immediately upon reception. If the item is defective, damaged, or if you receive the wrong item, please contact us immediately at info@dollnouveau.com with photographic proof so that we can evaluate the issue and make it right. If a return is approved for a damaged item, it must be sent to our office in Hong Kong.

Exceptions / non-returnable items

Certain types of items cannot be returned or refunded under any circumstances, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Unfortunately, we cannot accept returns on sale items or gift cards.

Refund Processing

If your refund is approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your refund, please contact us at info@dollnouveau.com.