Shipping policy

2. Shipping Policy

2.1 Shipping Costs

Shipping is always free. We cover all shipping costs regardless of the size or destination of your order.

2.2 Processing Time

Once payment has been received, your order will be processed and handed over to our logistics partner within 1–3 working days. Orders are not processed on weekends or public holidays.

During periods of exceptionally high order volume, processing may take an additional 1–2 working days. We will notify you by email if this is the case.

2.3 Delivery Times

We ship worldwide. Estimated delivery times are as follows:

  • UK: 7–14 working days
  • Europe: 7–14 working days
  • Rest of the world: 10–20 working days

Delivery times are indicative and may be affected by customs procedures, public holidays, or other circumstances beyond our control. We are unable to guarantee delivery on a specific date or for a specific occasion.

Once your order has been dispatched, you are not entitled to a refund solely on the grounds of a delayed delivery, unless the order is deemed lost in accordance with Section 3.1(C).

2.4 Dispatch Confirmation & Tracking

Once your order has been dispatched, you will automatically receive a dispatch confirmation by email containing your tracking number. You can use this to follow your parcel in real time via the carrier's website.

2.5 Customs & Import Duties

UK customers: Following the UK's departure from the EU, orders shipped to the UK may be subject to UK customs duties and/or import VAT upon entry. These costs fall entirely outside Dormé's responsibility and are payable by the recipient. We recommend checking the applicable import rules and thresholds with HMRC before placing your order at gov.uk/import-goods-into-uk.

All other non-EU destinations: Local customs duties or import charges may apply. These costs are the responsibility of the recipient. We recommend checking the applicable import rules in your country before ordering.

2.6 Damage & Loss During Shipping

Dormé bears the risk of damage to and loss of products up to the moment of delivery to the consumer. If your parcel arrives damaged or incomplete:

  • Contact us within 48 hours of receipt at info@bydorme.com
  • Send clear photos of the damage (both packaging and contents)
  • Keep all original packaging materials for any potential claims with the carrier

We will get back to you as quickly as possible to arrange a solution.

2.7 Parcel Returned to Sender

A parcel may be returned to our logistics partner in the following situations:

  • The parcel was not collected within the carrier's holding period
  • The delivery address provided was incorrect or incomplete
  • The recipient refused to pay applicable customs charges

In this case, please contact us at info@bydorme.com and we will discuss the options for redelivery or a refund. Please note that any redelivery or customs costs may be charged to the customer.