At Dot & Co, we carefully check every order before dispatch to make sure your jewellery reaches you in perfect condition.
1. Exchanges
Exchanges are only accepted if the product arrives broken, damaged, defective, or significantly different from the product shown on our website/Instagram. Exchanges must be reported within 24 hours of delivery. Once the 24-hour period has passed, we will not be able to process an exchange.
2. Unboxing Video
We strongly recommend recording a clear, continuous video while unboxing your parcel. The video should show the parcel/package from the moment it is received and remain continuous until the contents have been fully checked. An unboxing video is required for claims involving broken, damaged, missing, or incorrect items. Without an unboxing video, we may not be able to verify the issue and therefore may be unable to process an exchange.
3. Colour & Appearance
Slight variations in colour may occur due to lighting, photography, screen settings, or display differences. We make every effort to show our jewellery as accurately as possible through self-taken photographs and videos on our website and Instagram. We encourage you to review these carefully before placing your order. If you would like to see a product more closely, you can DM us for additional photos or a personalised video before purchasing.
4. Missing or Incorrect Items
If an item is missing from your parcel or you receive an incorrect item, please contact us within 24 hours of delivery and provide your unboxing video and relevant photos. Once verified, we will arrange the appropriate replacement.
5. What We Don't Cover
Exchanges are not accepted for change of mind, incorrect selection, personal preference, or slight colour differences. Damage caused by improper handling, misuse, water, perfume, chemicals, or normal wear and tear is not eligible for exchange. Sale, discounted, or promotional items are final sale, unless they arrive damaged or defective.
6. How to Request an Exchange
Please contact us within 24 hours of delivery via DM or email with:
Your order number
A brief description of the issue
Clear photos/videos of the product
Your unboxing video, where applicable
Our team will review the claim and get back to you as soon as possible.
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