Refund policy

At Dilse.Shop, we take pride in offering carefully selected products and strive to ensure that every purchase meets your expectations. Please take a moment to review our Refund & Return Policy.

1. Personalized Orders

  • Once you place an order for a customized or personalized item, production may begin within the first hour to ensure timely processing and delivery.
  • Due to the personalized nature of these products, refunds and cancellations are not available for personalized or customized orders once production has started.

2. Customized & Non-Customized Products

  • Both customized and standard products are non-refundable and non-returnable.
  • The only exception applies if the product you receive is damaged or defective.
  • Chains are not covered under this exception.

3. Damaged, Missing, or Incorrect Items

  • If your order arrives damaged, defective, incomplete, or contains an incorrect item, you must provide a clear unboxing video to initiate a claim.
  • Once the claim is reviewed and approved, the eligible refund or replacement will be processed within 7 business days after we receive the returned product, where a return is required.

How to Record an Unboxing Video

  1. Set Up: Use good lighting and place your phone or camera on a stable surface.
  2. Show Shipping Label: Clearly display the shipping label, including the tracking number and delivery address.
  3. Show Package Condition: Record all sides of the package to demonstrate that it was sealed and appeared untampered.
  4. Open on Camera: Record the complete unboxing continuously, without pauses, cuts, or edits.
  5. Show Contents: Clearly display all products and items received.
  6. If an Issue Exists:
    • Damaged Item: Show clear close-ups of the damage.
    • Missing Item: Show everything received to demonstrate what is missing.
    • Wrong Item: Show the incorrect product together with the shipping label.

Important: Without a valid and continuous unboxing video, we may be unable to process refunds, replacements, or claims for damaged, defective, missing, or incorrect items.

4. Order Cancellations

  • Prepaid orders cannot be cancelled once placed.
  • Cash on Delivery (COD) orders can be cancelled through either of the following methods:
    • By clicking the “Cancel Order” button in your order confirmation message.
    • During the order confirmation call with our team.

5. Time Limit for Claims

  • All claims for damaged, defective, missing, or incorrect items must be reported within 2 working days of delivery.
  • Claims reported after this period may not be eligible for refunds, replacements, or exchanges.

Thank you for choosing Dilse.Shop. We value your trust and are committed to providing quality products and a reliable shopping experience.