Shipping & Return Policy
Estimated time for delivery:
Be advised that many factors contribute to delivery time. We will be sure to ship orders out within the time frames that are listed on each product’s page. Personalized & handmade items can take approximately 3 - 4 weeks for delivery. Once an order has been shipped, please allow 4-7 business days for arrival.
Once the package has left our facility, we are not responsible for any lost or stolen goods. We will not accept responsibility if your local postal service has marked your items as delivered and you claim you have not received them. The issue then needs to be settled between yourself and the post office. Also, we do not accept responsibility if you fail to provide the correct address. Please double check to be sure your address is correct.
Cancellations
Personalized Items: The cancellation request for personalized items must be submitted within 12 hours of the order being placed. Due to the efficiency of our production process, we are unable to cancel orders once 12 hours have passed. We appreciate your understanding. Dorado is dedicated to ensuring a quick and seamless delivery experience.
Non-Personalized Items: Once an order is placed, it enters our processing queue immediately. Due to the efficiency of our production process, we are unable to cancel orders once they have been confirmed. You may submit a return request after your item is delivered. We appreciate your understanding.
Personalized Returns:
Due to the custom nature of personalized items, we cannot offer returns or exchanges for personalized items. Your personalized jewelry is designed just for you! However, if there is an issue or defect with your order, we will replace it at no additional cost.
We strive for 100% customer satisfaction so if you are unhappy with a personalized item, we ask that you reach out to our customer service team (support@dorado.com) and we will work with you to make things right.
*Please note that once you order a personalized item we begin working on it right away so we cannot accept edits for personalized orders.
Non-personalized Returns:
If you’re not satisfied, you can exchange or return non-personalized items within 30 days of your purchase. Unfortunately, we can’t offer you a return or exchange if 30 days have passed.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
We do not support international returns at this time. All international orders are final sale.
Exchanges:
If you are unsatisfied with your product, we will be happy to exchange it for something else within 30 days of your purchase. Personalized items do not qualify for exchanges.
Your original item will need to be returned before we are able to send your new item. Please let us know before doing so and send a clear picture of the item.
If the new item you have chosen has a different monetary value to your original item you will be sent either a money order or refund, whichever is appropriate.
If you are not satisfied with this option, our customer care will work with you to find an alternative solution. We will only replace items if they are defective, incorrect, or damaged.
Refunds:
Sale items are not eligible for refunds. Sale items include any orders bought with promo codes, coupon codes, or sales. All orders that have any codes applied will be considered as final sale.
Orders with a promotional code applied either given by our newsletter email, newsletter pop-up, or any of our promotional platforms are considered sale items. Any eligible orders using these codes will be valid for only an exchange or store-credit. We will not issue a refund for these items.
Store-credit:
Store-credit will be issued in the amount paid excluding shipping costs in the form of a gift card. If 30 days have gone by, unfortunately, we cannot offer you an exchange or store-credit.
We recommend you carefully review your order prior to finalizing your purchase.
30-Day Money Back Guarantee:
Returns regarding a change of size, color, or variant will only be eligible for an exchange or store-credit.
If the item you received is incorrect, we will have the correct item shipped to you (free of charge). Photo evidence of the received item may be required.
If the item you received becomes damaged or broken due to our error, we will have a new replacement of the item shipped to you (free of charge). Photo evidence of the received item may be required.
If you are unsatisfied with your product after you receive it, you may return it in exchange for a different item or store credit. A full refund may be issued once the item is returned only if an exchange, store-credit, or a complimentary item will not suffice.
2-Year Extended Warranty:
The warranty period starts on the product delivery date and lasts for a total of 24 months.
In the event that your item becomes damaged during the 24 month term, we will send you a one-time replacement or have you send us your damaged item to repair it.
For 14K Solid Gold items, we can only repair it. A return label will be provided.
Note: A photo of the damaged item will be required during the claims process.
Incorrect Item Received:
If the item you received is incorrect, contact us immediately. We will have the correct item shipped to you free of charge. Photo evidence of the received item may be required.
Damaged Item:
If the item you received becomes damaged or broken due to our error, contact us immediately. We will have a new replacement of the item shipped to you free of charge. Photo evidence of the damaged item may be required.
Missing refunds:
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@doradofashion.com
Gifts:
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Returning your items:
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a track-able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please do not send your purchase back to the manufacturer. To complete your return, we require a receipt or proof of purchase.
To request a return, please email support@doradofashion.com the information below:
Your order number. (E.g. #D00000)
A brief explanation for the return. (Size too big, Wrong color, etc.)
You will receive a response with further instructions within 2-5 business days.
Additional Terms:
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Gift cards, Downloadable software products, and Some health/personal care items.
There are certain situations where only partial refunds are granted (if applicable):
Any item not in its original condition, is damaged, or missing parts for reasons not due to our error. Any item that is returned more than 10 days after delivery.
