Refund policy
At DOTTO, each piece is crafted with care, precision, and respect for artisanal workmanship. Our garments are designed to be treasured and enjoyed for years to come. If your order does not meet your expectations, we offer a clear and refined return process outlined below.
Returns
Returns are accepted within 7 days of confirmed delivery.
To be eligible for return, items must be:
- Unworn, unwashed, and unused
- In original, pristine condition
- Free of perfume, fragrance, smoke, deodorant marks, makeup, stains, pet hair, or any signs of wear
- Free of damage, alterations, stretching, laundering, or misuse
- Returned with all original tags, packaging, dust bags, garment bags, and accessories
- Accompanied by valid proof of purchase
DOTTO reserves the right to refuse any return that does not meet these standards.
Returns showing signs of wear, use, damage, alteration, staining, odor, missing tags, missing packaging, or missing original components will not be accepted and may be returned to the sender at the sender's expense.
To request a return, please email info@dotto.nyc with your order number and reason for return.
Unauthorized returns will not be accepted.
Refund Options
Once your return is received and inspected, you will be notified of its approval status.
Store Credit
Approved returns issued as store credit receive 100% of the returned merchandise value, excluding original shipping charges. Store credit does not expire and may be used toward future purchases. Any unused balance will remain available on the customer’s account.
Original Payment Method
Approved refunds to the original payment method are processed within 7–14 business days following return approval.
A $20 return processing fee applies to all refunds issued to the original payment method and will be deducted from the final refund amount.
Store credit returns are not subject to the $20 return processing fee.
Partial Refunds
As part of our commitment to maintaining a fair and consistent client experience, DOTTO does not offer partial refunds, partial reimbursements, price adjustments, goodwill refunds, or keep-the-item settlements.
If your purchase is not suitable, eligible items may be returned in accordance with this policy. Requests to retain merchandise in exchange for a partial refund cannot be accommodated.
Additional Information
- Original shipping charges are non-refundable
- Return shipping costs are the responsibility of the customer
- Promotional purchases may be eligible for store credit only
- DOTTO is not responsible for return packages that are lost, delayed, stolen, misdelivered, or damaged during transit
- We strongly recommend using a tracked and insured shipping service
- Returns remain the responsibility of the customer until successfully delivered and inspected by DOTTO
Exchanges
We do not offer direct exchanges.
If you wish to secure a different item, size, or color, we recommend placing a new order while submitting an eligible return request for the original item.
Non-Returnable Items
To preserve the integrity of our atelier craftsmanship, the following items are not eligible for return, exchange, or refund:
- Handmade, hand-finished, hand-beaded, hand-embroidered, hand-sequined, feather-trimmed, or artisanal pieces identified in the product description
- Custom-made, made-to-order, personalized, or altered items
- Items produced to customer-provided measurements
- Items created specifically upon customer request
- Final Sale items
- Gift cards
DOTTO reserves the right to determine return eligibility based on item condition, craftsmanship, order specifications, compliance with this policy, and the information provided at the time of purchase.