At Dooucc, we offer a selection of handmade felt crafts and decorative items, each carefully crafted with attention to detail. We want you to be satisfied with your purchase. If you need to return an item, please review the following policy for information about return eligibility, refunds, exchanges, and cancellations.
1. Return Period
You may request a return within 30 days of receiving your order. Please contact our customer service team within this period to initiate a return.
2. Return Conditions
To be eligible for a return, items must meet the following conditions:
Items must be unused, undamaged, and in their original condition.
Products should be returned with their original packaging and any included accessories.
Proof of purchase, such as an order confirmation or receipt, is required.
Items must be securely packaged to prevent damage during return shipping.
Products showing signs of use, customer-caused damage, or unauthorized alterations may not qualify for a refund.
As handmade felt products may feature slight variations in texture, shape, or appearance, minor differences resulting from the handmade process are not necessarily considered defects.
3. Refund Method
Approved refunds will be issued to the original payment method used at checkout.
4. Return Shipping Costs
Change-of-mind returns: Customers are responsible for the return shipping costs.
Incorrect or defective items: Dooucc will cover reasonable return shipping costs when the return is due to an error on our part, such as receiving the wrong item or a defective product.
Please contact us before returning an incorrect or defective item so we can provide the appropriate instructions.
5. Non-Returnable Items
Items that have been used, damaged, or altered by the customer are generally not eligible for return.
Because our felt products are handmade, slight variations in color, shape, texture, or detailing may occur. Such variations are part of the handmade character of the products and do not automatically qualify as defects.
This policy does not limit any return or refund rights that may apply under applicable law.
6. Return Process
To request a return, please follow these steps:
- Contact our customer service team at service@dooucc.com within 30 days of receiving your order.
- Provide your order number, the reason for the return, and photos if the item is incorrect or damaged.
- Wait for our team to review and approve your return request. Once approved, we will provide the appropriate return address and shipping instructions.
- Pack the product securely, preferably using its original packaging, and ship it according to the instructions provided.
- Once we receive and inspect the returned item, we will notify you of the outcome and confirm any applicable refund or exchange arrangements.
7. Refund Processing Time
Once the returned item has been received and inspected and the refund has been approved, we will process the refund within 7 business days.
A refund confirmation email will be sent after the refund has been processed. The time required for the funds to appear in your account may vary depending on your payment provider or financial institution.
8. Exchanges
We accept exchange requests, subject to product availability and approval.
If you receive an incorrect or defective item, please contact us for assistance. For exchanges requested for other reasons, customers may be responsible for applicable shipping costs.
Please contact our customer service team before returning an item to arrange an exchange. No separate exchange fee is charged by Dooucc, although applicable shipping costs may still apply.
9. Order Cancellation
You may request to cancel your order within 24 hours of purchase, provided that the order has not yet been processed.
Once an order has been processed or shipped, cancellation may no longer be possible. If cancellation is unavailable, you may contact our customer service team to discuss the return options available under this policy and applicable law.
10. Contact Us
If you have questions about returns, refunds, exchanges, or order cancellations, please contact us:
Email: service@dooucc.com