The DOLITA Exchange and Return Policy for In-Store and Online Purchases.
Online orders
For any reason, the customer can return the order entirely or partially. Items can be returned for a size exchange or refund within 14 days from the parcel delivery. To initiate a return, please submit a request for Return Authorization (RA). Email customer@dolitashoes.com with your request. The written appeal will have to include the order number, the item's code (s) to be returned, and the reason for return: return or size exchange.
If you choose to return a European Union order purchased at full price or below 30% off for a refund, we'll give you a prepaid return-shipping label and a refund for the amount you paid for the returning item.
After submitting such a request to Customer Service, the customer will receive an email containing the return detailed instruction to complete the return.
Exchange
Items can be exchanged for the same model in a different size or colour, if available. Exchanges with other items will not be accepted. Exchanges in the EU (European Community) are free for the items purchased at full price or below 30% off.
Please follow these steps to make an exchange for the items at full price or below 30% off:
- Place a new order for the size you want at dolitashoes.com;
- Email customer@dolitashoes.com to get Return Authorization;
- We will send you a prepaid shipping label by email;
- Pack and stick prepaid return label.
From EU countries, DHL or DPD couriers will come to pick up the package at your address.
From Baltic Countries (Lithuania, Latvia, Estonia), please bring the box to the DPD pickup point to return an item.
The new exchanged item can be returned following the same procedure.
Non-EU customers (European Community) or order for items discounted at or above 30% off, we ask that you return the merchandise for a full refund and place a new order for the preferred item(s) at your earliest convenience. The customer is responsible for all return shipping charges and customs clearance fees.
Returns
If you choose to return an EU (European Community) order purchased at full price or below 30% off, we'll give you a prepaid return-shipping label and a refund for the amount you paid for the returning item.
Email customer@dolitashoes.com with your request. Once you receive the email from customer service, please do as follows:
- Place the item(s) in the original shipping box.
- Print and fill out the Return Form and include it inside the package.
- Close the box and tape it securely.
- Pack and stick prepaid return label.
From EU countries, DHL or DPD couriers will come to pick up the package at your address.
From Baltic Countries (Lithuania, Latvia, Estonia), please bring the box to the DPD pickup point to return an item.
If you choose to return a Non-EU (European Community) order or order for items discounted at or above 30% off, email customer@dolitashoes.com with your request. Once you receive the email from customer service, please do as follows:
- Place the item(s) in the original shipping box.
- Print and fill out the Return Form and include it inside the package.
- Close the box and tape it securely, and return to the following address:
The customer is responsible for all return shipping charges and customs clearance fees.
Important Information
- The return must be requested within 14 days of the delivery date
- The item must be in original, unused, unaltered, and unwashed condition
- The item must be returned with the original packaging.
When trying on footwear for the first time, we ask that clean socks be worn. Please make sure to test the footwear on a carpeted surface so as not to damage the soles. The dust bag and original box must be returned alongside the footwear. Please be sure to place the shoe box inside a shipping box to prevent damages during transit.
Merchandise must be received at the DOLITASHOES.COM web department no later than 14 days after the return request is approved. Unauthorized merchandise will be sent back at the customer's expense.
In-Store Exchange and Return Policy
You can return an item to any DOLITA store for the same model size exchange. All in-store exchanges are based on stock availability in that store. Please bring the item(s) in the original shipping box. The DOLITA store locations are here. Please note that the refund will be issued to the original form of payment used when shopping online once we have received your return. After the return is received and we have verified that all of the conditions have been met, you will receive a confirmation email that the refund has been issued.
Refunds
Once the product has been received and assessed, DOLITA will process the refund. Refunds can take up to 5 business days to process after receiving the returned product — refund made on the same currency of the original order. A possible difference in the refunded amount may depend on the currency exchange rate variation and not be refunded. The customer will receive an email with information about a successful order refund.
Frequent Returns
We offer a lenient return policy to provide customers with an easy and convenient shopping experience. If you are experiencing sizing issues or consistently finding merchandise unsatisfactory, please contact our Customer Service at customer@dolitashoes.com or by phone at +370 5 2301031.
Frequent returns made from the same account will automatically be flagged in our system. If we notice that our return policy is being abused, we may take action in the form of blocking an account and cancelling future orders.