Returns Policy
Gear up for the journey ahead—if something isn’t right, we’ll help you switch course with a clear, simple return process.
What you need to know
- Return window: 30 days from the delivery date.
- Items must be unused, unwashed, with original tags. Keep packaging where possible.
- We cover return shipping when it’s our error; you cover it for change of mind.
- Send clear photos with your request.
- Refunds are processed 5–7 business days after we receive and inspect your item.
- Exchanges available when stock allows.
- No restocking fees.
- Original shipping fee ($6.99) is refunded only when dourange is at fault.
Return window: 30 days from delivery
What qualifies for a return
- Defective or damaged on arrival.
- Wrong item or wrong size shipped.
- Significantly different from the description or photos.
Minor cosmetic variations (like slight color differences due to lighting or screen settings) aren’t considered defects.
Item condition checklist
- Unworn and unwashed. Try-ons are fine; wear is not.
- All original tags attached.
- In original packaging where possible.
- No stains, odors, pet hair, or alterations.
Photo and proof requirements
- Clear, well-lit close-up of the issue (if defective/damaged).
- Photo of the size or product tag.
- Full front and back photos of the item.
- Packaging and shipping label photo if damage occurred in transit.
How to request a return or exchange
- Email [email protected] within 30 days of delivery.
- Include your order number, reason for return, photos, and your preferred resolution (refund or exchange).
- Wait for our reply. We’ll respond within 1–2 business days with approval and next steps.
- Follow the instructions in our email. If it’s our error, we’ll issue a prepaid label; for change of mind, please purchase trackable return postage.
- Pack the item securely and ship it back. Keep your tracking number.
Please don’t send items back without approval, as returns must go to the designated return address we provide in your approval email.
Who pays for return shipping?
| Scenario | Return shipping | Refund includes | Return label |
|---|---|---|---|
| Our error (defective, damaged, wrong item/size, or significantly different) | dourange pays | Item price + original shipping fee ($6.99) | Provided by dourange |
| Change of mind (fit, style preference, no defect) | You pay | Item price only | You purchase postage |
Exchanges
Want a different size or color of the same style? Request an exchange in your email. If the item is in stock, we’ll confirm the exchange and ship it once we’ve received and inspected your return. If it’s unavailable, we’ll process a refund instead.
Refund timing
- Processing time: 5–7 business days after your return is received and inspected.
- Time to appear on your statement: 5–10 business days, depending on your bank or payment provider.
- No restocking fee.
- Original shipping fee ($6.99) is refunded only when dourange is at fault.
What we can’t accept
- Used, worn, washed, or altered items.
- Items missing original tags.
- Items with excessive wear, odors, or pet hair.
- Returns sent without prior approval.
How we’ll communicate
We’ll email you approval, instructions, and (if applicable) a prepaid return label. Our support team responds within 1–2 business days and will keep you updated at each step.
Need help?
Email: [email protected]
Return mailing details will be provided in your approval email. Business address (not for returns without approval): 178 Khóm 8, Rạch Gốc, Ngọc Hiển, Cà Mau