FAQ

1. What areas do you currently ship to?

We currently provide shipping services to Europe and other worldwide regions, subject to destination availability, carrier coverage, local delivery restrictions, customs requirements, and checkout confirmation. For full details, please review our Shipping Policy.

2. How long does order processing take?

Orders are usually processed within 1–4 business days after payment has been successfully confirmed. Business days do not include weekends or public holidays. Processing may take slightly longer during peak seasons, promotional periods, or high order volume.

3. How much is shipping to Europe?

For orders shipped to Europe, the shipping fee is €7.99 EUR. Free shipping is available on Europe orders of €99.00 EUR or more.

4. How much is shipping to other worldwide regions?

For orders shipped to other worldwide regions outside Europe, the shipping fee is €10.99 EUR. No free shipping activity currently applies to these regions.

5. How long does delivery take?

Europe orders usually take 7–15 business days after shipment. Orders shipped to other worldwide regions usually take 10–20 business days after shipment. Delivery time may be affected by customs clearance, carrier delays, local holidays, weather, or remote delivery routes.

6. Do you deliver to remote areas?

Some remote areas, islands, rural locations, military addresses, or hard-to-reach destinations may require additional delivery time or may not be available for standard delivery. If you are unsure whether your address can be served normally, please contact us at hello@dorelith.com before placing your order.

7. How can I track my order?

Once your order has been shipped, tracking information will be sent to the email address used at checkout when available. You can also check your delivery progress through Track Order.

8. Why is my tracking information not updating?

Tracking updates may take time to appear after the carrier receives the package. In some cases, tracking may not update immediately during customs processing, carrier transfer, local delivery handling, or high-volume shipping periods.

9. Will I need to pay customs duties or import taxes?

International orders may be subject to customs duties, VAT, import taxes, brokerage fees, or other local charges assessed by the destination country, customs authority, or carrier. These charges may be the customer’s responsibility unless local law requires otherwise.

10. Can I change my shipping address after placing an order?

Please contact us at hello@dorelith.com as soon as possible if you need to correct your shipping address. We cannot guarantee changes after an order has entered processing or shipment. Customers are responsible for providing accurate shipping details at checkout.

11. What should I do if my package is damaged, defective, or incorrect?

If your order arrives damaged, defective, incorrect, or incomplete, please contact us within 48 hours of delivery at hello@dorelith.com. Please provide your order number, clear photos of the product, package, shipping label, and any visible issue so we can review the case properly.

12. What is your return window?

You may request a return within 30 days of receiving your order. Return requests submitted more than 30 days after delivery will not be accepted, unless otherwise required by applicable law. For full details, please review our Return & Refund Policy.

13. What condition must returned items be in?

Returned items should be in original or resalable condition, with original packaging, accessories, manuals, labels, or included parts returned where applicable. Items showing misuse, intentional damage, missing parts, unauthorized modification, or condition changes beyond normal inspection may not qualify for return or full refund.

14. Who pays for return shipping?

If the return is caused by our error, such as an incorrect item, verified defect, or item damaged before or during delivery, we may cover reasonable return shipping costs or provide another suitable solution after review. If the return is due to personal preference, change of mind, unsuitable size, color preference, duplicate order, or no longer needing the item, the customer is responsible for return shipping costs.

15. How long does it take to receive a refund?

Approved refunds will be issued back to the original payment method used at checkout. Once approved, funds are usually returned within 7 business days, depending on Stripe, PayPal, the card issuer, bank, wallet provider, or local payment network.

16. What payment methods do you accept?

We currently accept major payment methods including Visa, American Express, PayPal, Mastercard, Google Pay, Discover, Apple Pay, and Maestro, subject to checkout availability, payment provider approval, regional support, and fraud-prevention review. For more details, please review our Payment Policy.

17. What currency do you use?

All transactions on our website are processed in EUR. If your card or payment account uses another currency, your bank, card issuer, PayPal, or payment provider may apply exchange rates or additional conversion fees.

18. How do you protect my personal and payment information?

We use reasonable technical and administrative measures to help protect customer data, including HTTPS access, SSL/TLS encryption for transmitted data, secure checkout connections, limited administrative access, and payment processing through Stripe-supported services and PayPal. For more information about data use, GDPR rights, and data retention, please review our Privacy Policy.