Refund policy

RETURN POLICY AND PROCESS

Damaged, defective, or incorrect items must be reported within 3 business days of delivery. Please email info@shopdustella.com for assistance before returning or with any questions.
Returns ARE ONLY ELIGIBLE for STORE CREDIT. We do not offer exchanges or refunds!
Merchandise must be returned within 14 days of delivery confirmation date. Original shipping fees are non-refundable & return shipping is the responsibility of the customer.

NON-RETURNABLE ITEMS

Sale/Final Sale Items
PRE ORDER items
Special Promotions, discount code of 30% off or more
Clearance
Belts
Glasses
Hats
Jewelry
Accessories
Scarves
Intimates
Bodysuits
Custom Made Items
Not eligible for a Return or an Exchange: items purchased on sale or as a part of a promotion, including any item purchased as a part of 'HOLIDAY PROMOS, BLACK FRIDAY, CYBER MONDAY, FLASH SALES, and SECRET SALES.'

Store Credit e-Gift Card do not expire

Store credits will be issued to the email address you provided at checkout. Store credits are sent as a e-gift card with a one-time code. Please allow 5-7 business days to process your return once it is received at our warehouse. If you received free shipping on your order, shipping charges for your item will be deducted from the total returned gift card amount
All items must be returned in NEW condition. This means items must be returned in their original packaging with tags attached. Items must be unworn, unwashed, odor & pet hair free, must not have deodorant, make up or food stains. When returning shoes,/boots please DO NOT return with tape or shipping labels stuck to the shoe/boot box. The shoe /boots box must be returned in a mailing box or wrapped in paper. If any of the returned items are found in the above conditions, they will not be eligible for a store credit. We will return the item(s) back to you and you’ll be required to pay for shipping.

START A RETURN

https://dustella.com/apps/redo/account/login

To start a return use the return portal link above. Allow 24-48 hour for your return to be approved. If you submit a return on the weekend we will respond on Monday. Dustella Office hours are Mon-Fri 9am-5pm CST

Once a return request is accepted, we will send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please make sure items are shipped back within the 14 days return window. Your packing slip is your proof of purchase and must be included with your return to be processed.

We reserve the right to refuse returns that have been worn, laundered, altered in any way, stained/soiled by but not limited to (bodily fluids, deodorant stains, makeup stains, self tanner, perfume/body spray), or which have a broken seal/tampered with liners.

MODIFY SHIPPING ADDRESS

To request a change in address please email info@shopdustella.com within 12 hours of placing your order. Keep in mind that due to our fast order processing, we cannot guarantee an address change.

CANCEL MY ORDER REQUEST

Placing an order is a multiple step process it is not done by accident. once orders have been placed they cannot be cancelled. Take the time to review your order before placing it.

CAN I CANCEL MY PRE ORDER

Due to the high demand of Pre Order items they cannot be cancelled. There is a an estimated ship date in the product description along with a "pre order" button that lets shoppers know they are purchasing a product that is a "pre order" if you need any additional help please contact us directly.

Dustella Clothing

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@dustellaclothing.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@dustellaclothing.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@dustellaclothing.com.