DULCE · CUSTOMER INFORMATION
Returns & Refunds
Effective October 15, 2026 · US / USD
Preference returns
Tell us within 30 calendar days of delivery if an unused, unwashed item does not suit you. Hand it to the carrier within 14 calendar days after your notice. Include the original supplied components and packaging. This is our voluntary preference-return procedure, not a claim of a general statutory online cooling-off right. Inspecting an item without using it does not by itself waive rights.
Hygiene and eligibility
Headbands that have been opened and used against skin or hair are not eligible for preference returns; used or washed towels are also excluded. Opened or used lash brushes, if supplied in a relevant order, have the same hygiene restriction. Defects or misdescription are handled separately and are not excluded by these preference rules. No personalization, launch clearance or blanket final-sale exemption applies.
How to return
Email [email protected] with the order reference and items. We provide instructions and one tracked prepaid postal/courier label per parcel. The mail-only return destination is 359 West 12th Avenue Denver CO 80204 US. This is not a public drop-off, pickup point or verified warehouse visiting address. Do not visit or send unsolicited returns without instructions.
Label costs and refund timing
A preference-return label costs $6.95, deducted from the refund, with no extra carrier surcharge. Restocking costs $0. Original outbound shipping is not refunded for preference returns. We refund within 7 business days of receipt and inspection, or accepted defect evidence where a return is waived. Refunds use the original payment method; a bank-transfer refund goes only to the verified original payer account.
Damaged, wrong or defective goods
Report problems promptly, preferably within 7 calendar days of delivery; this target does not cut off applicable rights. We offer replacement or refund and pay the defective/wrong-item return label ($0 to you). A full-order merchant-fault refund includes original outbound shipping; a partial-fault refund includes affected goods and attributable paid shipping. No direct exchanges: use an eligible return and a separate new request.