Frequently Asked Questions
Frequently Asked Questions
Shipping
Is shipping free? Yes, we offer free worldwide shipping on every order, no minimum spend.
How long does delivery take? Within the UK and Europe, orders typically arrive within 7 to 14 working days. Outside Europe and the UK, please allow 10 to 20 working days. These are estimated timeframes.
Can I track my order? Yes. As soon as your order is dispatched you will receive a tracking number by email so you can follow your delivery every step of the way.
Will I be charged customs fees? Orders within the EU and UK are not subject to customs charges. For deliveries outside the EU and UK, local import duties may apply and these are the responsibility of the recipient.
Ordering & Payment
How do I place an order? Simply add your chosen products to your basket, head to checkout, and pay securely using your preferred payment method.
Can I cancel my order? Yes, as long as it has not been dispatched yet. Contact us within 24 hours of placing your order at info@bydorme.com and we will take care of it. If your order has already shipped, you can return it once it arrives.
Returns & Refunds
How do I return a product? Email us at info@bydorme.com with your order number and the reason for your return. Our team will send you everything you need to get it sorted.
Do I pay for return shipping? Return shipping costs are covered by the customer, unless the item arrived damaged or incorrect, in which case we will handle it at no cost to you.
How long does a refund take? Once we have received and inspected your return, we will process your refund within 5 to 7 working days. Depending on your bank, it may take a further 3 to 5 working days to appear in your account.
Can I exchange a product? We do not offer direct exchanges. Simply return your item and place a new order for the product you would like instead.
I received a damaged or faulty item. What do I do? We are sorry to hear that. Get in touch within 30 days at info@bydorme.com with a photo or short video of the issue and we will arrange a free replacement or full refund, whichever you prefer.
Still have a question? We are here to help. Reach us anytime at info@bydorme.com and we will get back to you as soon as possible.