SHIPPING & RETURNS

SHIPPING POLICY

At Dor de Lut, we aim to ship all in-stock items within 3 business days of purchase (excluding weekends). Once your order has been dispatched, you will receive a confirmation email with tracking information where applicable. All parcels are carefully packaged to ensure your items arrive in perfect condition.

Pre-Orders

For pre-order items, you will receive an email confirming your order along with an estimated delivery timeline. Once your order has been dispatched, you will receive a confirmation email with tracking information where applicable. As our products are handmade and hand-painted by skilled artisans, please allow approximately 2–4 weeks for delivery. If you're purchasing a gift, we kindly recommend taking this timeframe into consideration. We sincerely appreciate your patience and support for our craft.

Shipping Costs

Shipping costs will be calculated at checkout. We offer FREE standard shipping within the Netherlands on all orders over €80.

Sustainable Packaging

We are committed to running Dor de Lut as eco-consciously as possible. We use paper tape to help in our recyclability efforts and we do our best to reuse materials whenever possible to reduce waste. We collaborate with local businesses in Amsterdam, to reuse materials such as clean cardboard and bubble wrap. For this reason, the inner packaging may not always look the same. Thank you for supporting our sustainable efforts.

Sending a Gift?

If you're ordering a gift to be sent directly to a loved one, we’re happy to include a handwritten note with your order. Simply add your message in the message box on the cart page before checkout. Please keep the message brief to ensure it fits nicely on the card.

RETURN & EXCHANGE POLICY

If you would like to return an item, please contact us at hello@dordelut.com within 14 days of receiving your order. Be sure to include your order number and the reason for the return in your message.

All returned items must be sent back in their original packaging and in a resaleable condition. Returns that do not meet these conditions may not be eligible for a refund.

We recommend obtaining proof of postage when sending your return, as we cannot take responsibility for items that are lost or damaged in transit.

As a small business, we are unable to cover the cost of return shipping, and original delivery charges are non-refundable.

Please note that sale items (items purchased at a reduced price) are final sale and not eligible for return or refund.

Once we receive and inspect your return, we will send you a confirmation email. If approved, your refund will be processed (excluding the original delivery cost). Refunds to credit/debit cards may take up to 10 business days, while refunds via PayPal can take up to 30 days, in accordance with PayPal’s policies.

Faulty or Damaged Items

We carefully inspect all items before dispatch. If your item arrives damaged or faulty, please contact us within 48 hours of delivery at hello@dordelut.com, including photos if possible, so we can resolve the issue promptly. Please retain all original packaging.

Unfortunately, we are unable to accept returns or exchanges for used items or items damaged through customer handling.

For any questions regarding our return policy, feel free to get in touch at hello@dordelut.com. We're here to help!