Refund Policy

Refund & Exchange Policy - Dodona Avdiu

Crafted with the standards of a luxury atelier, this policy outlines the conditions under which exchanges, store credit, and limited refunds may be granted. By placing an order, customers acknowledge and accept the terms below.

Shipping Timeframes

Standard‑size and custom‑size garments ship within 7–14 business days (Monday–Friday, excluding public holidays).

Special‑inquiry designs may require additional time depending on their bespoke nature.

Shipping time begins once the order has been dispatched.

Sizing and Measurement Confirmation

Customers must confirm their measurements using the official Dodona Avdiu size charts.

Clients providing their own measurements assume responsibility for their accuracy.

Once sizing is confirmed, the order is considered final and cannot be modified or cancelled.

Custom Orders - Final Sale

Custom‑made and custom‑sized garments are individually crafted and therefore final sale. They are not eligible for refunds, exchanges, or store credit.

This includes made‑to‑measure pieces, personalized designs, special‑order items, and custom sizing.

If a custom item arrives damaged or incorrect, clients must notify us within 48 hours with photo or video evidence. Approved claims may receive a refund, replacement, or repair.

Exchange Eligibility

Exchanges are available exclusively for standard‑size, non‑custom garments that meet all of the following criteria:

  • The garment is unworn, unused, and in pristine condition
  • All original tags and packaging are intact
  • The red security ribbon remains fully intact and unaltered
  • The exchange request is submitted within 48 hours of delivery

Items returned without an intact red ribbon are not eligible for exchange or store credit.

Statutory UK/EU cooling‑off rights remain unaffected.

Exchange Process

To request an exchange:

  1. Contact customer service within 48 hours of delivery with your order number and photos of the garment and intact red ribbon.
  2. Await written approval before returning the item.
  3. Once inspected and approved, the item may be exchanged for another size or style (subject to availability).
  4. If the requested item is unavailable, store credit will be issued.

Shipping Costs for Exchanges

Clients are responsible for all shipping costs associated with returning an item for exchange.

Clients are also responsible for shipping costs, duties, and taxes for replacement shipments.

Shipping fees are non‑refundable.

Store Credit

If an exchange cannot be completed, eligible returns will receive store credit equal to the purchase price.

Store credit is granted after the item is received, accompanied by proof of purchase, and passes our quality inspection. It may be applied toward any future purchase.

Refund Limitations

Refunds are not available for:

  • Custom orders
  • Custom sizing
  • Sale items
  • Items with a removed or damaged red ribbon
  • Items showing wear, alteration, or damage

These limitations do not apply in cases of damage, defect, or incorrect fulfillment.

Where permitted by law, available resolutions include exchange or store credit.

Damaged or Incorrect Items - Eligible for Refund

Clients must report damaged, defective, or incorrect items within 48 hours of delivery, accompanied by clear photo or video evidence.

Approved claims may receive a full refund, a replacement, or store credit.

Dodona Avdiu covers return shipping for approved damaged or incorrect items.

This applies to all items, including custom‑made and custom‑sized garments.

Non‑Refundable Shipping and Duties

Shipping fees, customs duties, and import taxes are non‑refundable.

Any duties or taxes paid at delivery remain the responsibility of the client.

UK and EU 14‑Day Cooling‑Off Period

Clients in the United Kingdom and European Union may cancel or return their order within 14 days of receiving it, provided the item is:

  • Unworn and unused
  • In original packaging
  • With the red ribbon intact
  • Accompanied by proof of purchase

Clients must notify us within 14 days of delivery. They then have an additional 14 days to return the item.

The cooling‑off period does not apply to:

  • Custom‑made or custom‑sized items
  • Personalized or special‑order items
  • Sale items

Contact
support@dodonaavdiu.com

For exchange requests or assistance regarding your order, please contact our customer service team with your order number and any supporting photos where applicable. Our team will be pleased to assist you.