We have a no-return and no-refund policy. All products are unique and produced only once ordered. This means that returns and exchanges are not supported.

​

However, in case of a damaged product or a manufacturing error, we offer a free replacement or a refund if you contact us within 15 days of product delivery. Please get in touch with us using email info@heatherdoramart.com and provide two clear photos showing 1. the issue and 2. the whole item. If there’s an issue affecting multiple products that use the same design, an additional photo (or video) of all affected items visible in one frame will be required for confirmation purposes.

​

Please note that a free replacement is not offered in these cases:

1. Lost orders with an incorrect delivery address

2. Products that were received as requested; however, you wish to have another size/colour instead

3. Garments have a minor size deviation from the size guide measurements (below 1”)

 

Lost or Returned Packages

In case your package has been lost, the first thing to do is to check whether the submitted address is 100% accurate. Even a single missing letter or number can cause a delivery failure. If the address is correct, please make sure to contact the local post office. Occasionally, we see that upon arriving at the destination city, the package is stored at the local post office and the recipient has to collect the package from there.

​

After both of these steps have been completed, please reach out to us. We will investigate it further and offer a free replacement if we determine that there was no error on your part.

​

In the case where an order is returned due to an incorrect or incomplete address, we can provide the option of either a replacement with an additional charge or a partial refund.

​

Bad Odour
Please note that a faint odour is a natural occurrence in the direct-to-garment (DTG) printing industry. Typically, the odour will disappear after the first wash.