Refund policy

Dolly Kapoor Official is operated by KAP Ventures LLC. Every piece we sell is handcrafted, and much of what we make is created individually for the person who ordered it. Please read this policy carefully before you order.

1. The window: 3 days

You may request a return within 3 days of delivery, as recorded by the carrier's tracking.

Requests must be raised by email, quoting your order number, before you send anything back. Parcels returned without an approved return authorisation will be refused and returned to you at your cost.

After 3 days the order is deemed accepted.

2. What you receive

Approved returns are settled as store credit or an exchange only.

• Store credit is issued as a credit note valid for 12 months from the date of issue.
• Exchanges are subject to availability. Where a replacement is unavailable, store credit is issued instead.
• We do not issue cash refunds and we do not reverse payments to the original card, except where the law of your country requires us to.

3. What cannot be returned

The following are final sale. They cannot be returned, exchanged or refunded under any circumstances:

• Made-to-order, made-to-measure, custom-stitched and bridal pieces. Anything created, stitched or finished to measurements or specifications you supplied.
• Altered items. Anything altered by us at your request, or altered by any third party after delivery.
• Pre-draped and pre-stitched pieces, including sarees with fall and pico or stitched blouses.
• Sale and discounted orders. "Discounted" means any order to which a sale price, promotional price, discount code, coupon, voucher or offer of any kind was applied.
• Accessories, including jewellery, clutches, bags, belts, footwear, blouses, petticoats, innerwear and dupattas sold separately.
• Bulk orders. Any order containing more than five pieces.
• Any item already exchanged once. An exchanged item is treated as customised and carries no further return or exchange right.

4. Condition requirements

To be eligible, an item must be returned:

• Unworn, unwashed and unused
• With all tags, brand seals and authenticity cards intact and attached
• In its original packaging, including the dust bag and box
• Free of perfume, deodorant, makeup, stains, odour, pet hair and any sign of wear
• Complete, where the piece is sold as a set. Missing components void the return.

Every returned item passes an inbound quality inspection at our studio. We are the sole judge of whether an item meets these conditions. Items that fail inspection are returned to you at your cost, and no credit is issued.

5. What is not a defect

Our garments are made by hand. The following are inherent to handcraft and are not grounds for return:

• Minor variation in embroidery, bead placement, sequin work or thread finishing
• Slight colour variation between pieces, between batches, or from the photographs on our website
• Variation caused by screen calibration, studio lighting or photography
• Marks left by the embroidery frame, which lift with a first professional press
• Small irregularities in hand block printing, hand dyeing or hand weaving

Dissatisfaction with the fit of a standard size is not a defect. Please consult our size guide before ordering, and contact us if you are unsure.

6. Damaged, defective or wrong items

If your item arrives damaged, defective, or is not what you ordered, you must notify us within 48 hours of delivery.

Your notification must include:

1. Photographs of the item showing the issue clearly
2. Photographs of all tags still attached
3. A photograph of the shipping label
4. A photograph of the outer packaging

Claims raised after 48 hours cannot be accepted, and the item is deemed sold and accepted.

Where we confirm the fault is ours, we will replace the piece or issue full store credit at our discretion, and we will cover return shipping. This is the only circumstance in which we pay return freight.

7. Return shipping and charges

• You pay to ship the item back to us. Use a tracked and insured service. We are not responsible for returns lost or damaged in transit.
• Original shipping charges are not refunded.
• Customs duties, import taxes and handling fees are not refunded. They are levied by your government, not by us, and we cannot recover them.
• A handling fee of 10% of the product value is deducted from store credit on all returns, other than those where we have confirmed the fault is ours.

8. International orders

Customers outside India and the United States may return only in accordance with this policy, and only for store credit. All duties, taxes and freight, outbound and inbound, remain your responsibility and are non-refundable.

If a shipment is refused or abandoned at customs, any duties, return freight and handling costs we incur are deducted before any credit is issued.

9. Cancellations

Orders may be cancelled within 24 hours of placing the order, or before dispatch, whichever is earlier.

Made-to-order and bridal pieces cannot be cancelled once production has begun, which is normally within 24 hours of your order.

A payment gateway fee of 5% is retained on all cancellations, as this is charged to us and is not recoverable.

10. Processing time

• We inspect returned items within 3 business days of receipt.
• Store credit is issued within 7 business days of the inspection passing.
• You will be notified by email at each stage.

11. How to start a return

Email us within 3 days of delivery with:

• Your order number
• The item or items you wish to return
• The reason for the return
• Photographs, where the claim relates to damage or a defect

Contact details are listed on our Contact information page. Do not ship anything back before we have confirmed your return in writing.

12. Changes

We may update this policy at any time. The version published on this page at the moment you place your order is the version that applies to that order.