FAQ, Shipping & Returns

Dolly Sports challenges mass production and impulse buying—but to make this work, we need your help. We kindly ask that you shop for your new favorite pieces with the same care and thoughtfulness we put into designing them. Please note that some collection items are available for pre-order and will be shipped on a later date. And we only carry limited stock to avoid overproduction so don't wait too long to decide :).

Frequently Asked Questions:

I’d like to exchange my item for a different size, color, or style. How does it work?

As Dolly Sports is a limited stock brand, we do not carry regular stock. Therefore, we cannot always guarantee an exchange in size or color. However, if we do have stock available, we’ll be happy to exchange the item for you. To request an exchange, please email us at: customerservice@dollysports.com.

How do I return my Dolly Sports item?

If you’re not completely in love with your Dolly Sports item, you can return it within 14 days of receiving your package for a refund, gift card, or exchange. To initiate your return, please contact our Team Dolly at: customerservice@dollysports.com, and they will provide you with all the instructions for an easy return process.

We aim to respond to your email within 48 hours on business days. As we work with a small team, please understand if we miss the deadline—we strive to serve you promptly with love and care.

What are the return conditions for an item bought in the webshop?

Items must be returned within 14 days of receiving your package.
Customers are responsible and liable for returnshipments at their expense. Always keep your trackingnumer until your return has been processed
Customers may choose their preferred carrier and service but please be aware that only registered parcels (or aangetekende pakketten) count as 100% proof of an arrived return as it has our warehouse signtaure.
Processing your return may take up to 14 days from the date we receive your return.
Refunds may take another 2-10 business days depending on your bank/payment provider, which is beyond our control.
Items must be returned in original, saleable condition—unworn, unaltered, and free from any odors. They must be in their original packaging with tags still attached.
If items don’t meet these conditions, we reserve the right to either return the items at your expense or deduct costs for reconditioning from the refund.
All refunds will be issued to the original form of payment—no exceptions.
Shipping costs from the original order are non-refundable unless all items from the order are returned.
A refund will only be issued once we receive and process the returned parcel. If your return parcel is lost, you’ll need to provide proof of delivery by registered service signed by our warehouse.

My returnparcel is lost or not received by the warehouse; now what?

We regret to inform you that if your return is not received by us, the tracking status "Delivered" alone is not sufficient as proof of delivery. Due to frequent errors from various carriers with incorrect status updates, this cannot be considered valid proof. Choosing not to send your return via a registered service with signature confirmation ("aangetekend") is at your own risk, just as it is our risk when we ship your order to you.
If we do not receive your return parcel, or if you cannot provide signature proof of delivery, we will be unable to issue a refund for your items.
In the event that your return parcel is lost, only the sender is authorized to initiate an investigation with the carrier. Unfortunately, we are unable to do this due to carrier regulations.

I have a discount code, how does it work?

When you sign up for our newsletter, we offer a 10% welcome discount on your order (excluding sale items and gift cards).
Other discount codes are linked to your email address, so make sure to use the same email address when placing your order.

Do you offer gift cards?

Yes, we do! You can find the gift card page in the dropdown menu, where you can choose from various amounts. Please note, discount codes do not apply to gift cards.

Order & Shipping Policy

What is the processing time for my order and how does it work?

For pre-order items, the estimated delivery date is displayed on the product page before checkout. If you’ve ordered in-stock items along with pre-order items, we will bundle them for one shipment to avoid extra transportation. If you prefer to receive in-stock items sooner, email us at customerservice@dollysports.com. Extra shipping costs may apply.
regular In-stock items are shipped within 48 hours of receiving your payment. Orders placed on Fridays will be shipped the following Monday.

Domestic shipments are handled by POSTNL, DPD, or DHL. Under normal circumstances, delivery will take 1-2 business days from the time of shipment. Shipping times may be longer during holidays and peak seasons. For up-to-date tracking information, please check the carrier’s website.

Worldwide Shipping

We offer worldwide shipping! If your country isn’t listed at checkout, email us at customerservice@dollysports.com, and we’ll try to find a solution to ship your Dolly Sports item to you.

What about customs fees, import taxes, and duties?

International orders outside the EU may be subject to customs fees, import taxes, and duties, which are the responsibility of the recipient. These charges are determined by the recipient’s country and are non-refundable, even in the event of a return. If you refuse the package due to these charges, return shipping costs will be deducted from your refund.

What happens in case of a failed delivery or return to sender?

If the package cannot be delivered due to an incorrect address or other customer-related issues (e.g., absent receiver), or if the package is refused, it will be returned to Dolly Sports at the customer’s expense. This includes shipping costs and any customs fees, which will be deducted from your refund.

What if I receive a damaged or opened package?

If your package arrives damaged or opened, take a photo before inspecting the contents and file a claim with the courier. Please also notify us by emailing customerservice@dollysports.com.

Are there any restrictions?

We cannot ship to PO boxes.
We cannot combine separate orders into one shipment.
Shipping addresses cannot be changed once the order is placed.
Orders cannot be canceled or modified after checkout.

What happens to abandoned packages?

If a package is abandoned, Dolly Sports will hold it for 30 days. After this period, it will be considered forfeited, and the customer will no longer be eligible for a refund or exchange.

How about vintage items?

Vintage items are sold exclusively on our Instagram page. These are second-hand pieces that may show signs of wear. We clearly list any noticeable flaws such as holes or marks. All vintage sales are final—no returns, no exceptions.