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RETURN POLICY

We offer free returns for customers within the European Union.
Customers outside the EU are responsible for return shipping costs and any applicable customs clearance fees. If such fees are incurred, they will be deducted from the refund amount.

Conditions for Returns

To qualify, returns must meet all of the following conditions:

  1. The request must be submitted within 14 calendar days of the delivery date.
  2. Items must be in their original condition – unused, unaltered, and unwashed.
  3. Footwear must be placed inside the original shoe box, which should then be packed in a shipping box to prevent damage during transport.

DOLITA reserves the right to reject returns that do not comply with these conditions. Non-accepted items will be shipped back to the original address without a refund. To avoid issues, please contact our Customer Care team with any questions before sending your return.

Please note: Free Returns apply only to orders shipped within the same country as the delivery address.

Returns from EU Countries

To submit a return or order cancellation request, please visit our Return / Cancel Order page.

  1. Enter the email address used for the purchase and your order number, then click Find My Order.
  2. Select the item(s) you wish to return. If you wish to exercise your right to cancel the order, select "I want to cancel my order" on the next step.
  3. Follow the instructions and submit your request.

You will receive an automated confirmation email with detailed instructions (check spam/junk folders if not received).

For return requests:

  • Print the return label and follow the instructions carefully.
  • If you are unable to print the return label, please contact our customer support team at customer@dolitashoes.com. Where available, we can provide a return PIN code that allows you to drop off your parcel at a DPD parcel locker or pickup point without a printed label.

For order cancellation requests:

  • Our team will review your request and contact you with the next steps.
  • If your order has not yet been dispatched, it will be cancelled and your payment will be refunded.
  • If your order has already been dispatched, we will provide instructions on how to return the order.

Returns from Non-EU Countries

To submit a return request, please visit our Return / Cancel Order page.

  1. Enter the email address used for the purchase and your order number, then click Find My Order.
  2. Select the item(s) you wish to return.
  3. Follow the instructions and submit your request.

Return instructions will be sent to the email address associated with your order (please check your spam/junk folder if you do not receive them).

Follow the instructions and arrange the return using your local postal or courier service. For your protection, we recommend using a tracked shipping service.

Refunds

  • Refunds are issued to the original payment method once the returned items pass quality inspection.
  • Processing may take up to 5 business days after we receive the return.
  • Your bank or payment provider may require additional time to update your account statement.
  • Refund amounts may vary due to fluctuations in the exchange rate. Any differences will not be reimbursed.

Exchanges

We offer size exchanges for the same item, subject to availability.

All size exchange requests are reviewed on a case-by-case basis. If you require a different size, please contact our customer support team and we will do our best to find the most suitable solution for you.

Once the returned item has been received and inspected, and if the exchange request is approved, we will dispatch the replacement pair.

If the requested size is unavailable or the exchange cannot be arranged, a full refund will be issued.

Faulty Products

We guarantee the quality of all products sold and comply with the requirements of the laws of the Republic of Lithuania.

If you believe that the purchased item is defective or has any faults, please contact us as soon as possible by email at customer@dolitashoes.com or by phone at +370 5 230 1031.

If you have received a defective product, you have the right to:

  1. Request the free repair of the product defects.
  2. Request a replacement with an equivalent product of proper quality.
  3. Request a proportional reduction of the purchase price;
  4. Terminate the purchase-sale agreement and receive a full refund of the amount paid.

In accordance with the Civil Code of the Republic of Lithuania, claims regarding product quality may be submitted within 2 years from the date of delivery of the goods. We kindly ask you to notify us of any detected non-conformity no later than 2 months from the date the defect was discovered.

When submitting a claim regarding product quality, we recommend providing proof of purchase (e.g. order number, payment statement, or electronic receipt). The original product packaging is not required.

If a dispute cannot be resolved amicably, you have the right to contact the institution responsible for out-of-court settlement of consumer disputes:

State Consumer Rights Protection Authority
A. Goštauto str. 12, LT-01108 Vilnius, Lithuania
Email: tarnyba@vvtat.lt
Phone: +370 5 262 67 60
Website: https://vvtat.lrv.lt/

Frequent Returns

Our return policy is designed to ensure a smooth shopping experience. If you frequently face sizing or product issues, please contact Customer Care for assistance.
Accounts with repeated returns may be flagged by our system. In cases of misuse, we reserve the right to restrict or block future orders.

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