Last Updated: 17 May 2026
This Returns & Refund Policy explains the conditions for returns, refunds, exchanges, and order cancellations for purchases made through https://douxella.com/.
1. 30-Day Return Policy
We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.
To be eligible for a return, your item must:
- Be in the same condition as when you received it.
- Be unused and unworn.
- Be returned in its original packaging where possible.
- Be accompanied by proof of purchase or your order number.
2. How to Start a Return
To request a return, please contact our Customer Support Team at:
Email: info@douxella.com
Please include:
- Your full name
- Your order number
- The reason for your return
Once your return request has been approved, please send the item to:
Douxella
12 Route du Moulin d'Asnière
17800 Belluire
France
Returns sent without prior authorisation may not be accepted.
3. Return Shipping Costs
At Douxella, we believe returning an item should be simple.
For eligible returns made within 30 days of delivery, all return shipping costs are fully covered by us.
We also do not charge any restocking fees.
4. Change of Mind
If you change your mind after receiving your order, you may return your item within 30 days, provided that:
- The item has not been used.
- The item is not damaged.
- It is returned in its original packaging where possible.
5. Faulty or Damaged Items
Please inspect your order upon delivery.
If your item arrives damaged, defective, or develops a manufacturing fault, please contact us within 48 hours of receiving your order.
Please provide:
- A description of the issue.
- Clear photographs of the product.
After reviewing your request, we will offer either:
- A replacement product, or
- A full refund.
All return shipping costs will be covered by Douxella.
6. Incorrect Item Received
If you receive the wrong item, please notify us within 48 hours of delivery.
We will cover the return shipping costs and arrange either:
- A replacement with the correct product, or
- A full refund.
7. Lost Orders
If your order has not arrived within the expected delivery timeframe, please contact our Customer Support Team.
We will investigate the shipment with the courier.
If the parcel is confirmed as lost, we will offer either:
- A replacement order, or
- A full refund.
8. Order Cancellations
Orders may be cancelled before they have been dispatched.
If your order has already been shipped, you will need to wait until it has been delivered before requesting a return in accordance with this policy.
9. Exchanges
We accept exchanges.
The quickest way to receive a different item is to return your original purchase and place a new order once your return has been approved.
10. Refund Processing
Once we have received and inspected your returned item, we will notify you of the outcome of your refund request.
If approved:
- Your refund will be processed within 14 days.
- You will receive a confirmation email.
- Refunds will be issued to the original payment method used when placing the order.
Please note that your bank or payment provider may require additional time to process the refund.
11. Contact Us
If you have any questions regarding this Returns & Refund Policy, please contact our Customer Support Team.
Business Name
Douxella
Email
info@douxella.com
Telephone
+33 6 40 18 94 86
Customer Support Hours
7 Days a Week
8:00 AM – 7:00 PM (GMT/BST)
Helpful Links
Contact Us
https://douxella.com/pages/contact
Frequently Asked Questions
https://douxella.com/pages/faq
Track Your Order
https://douxella.com/apps/track123
