FAQs
1. General
Where can I buy DOLIN products?
The full range of DOLIN products is available from us directly at www.dolinhomes.com. We ship worldwide and have been doing so since December 5, 2021, so you can place your confidence in us！
How do I open an account with DOLIN?
Simply click on Register on the top right of this page. Fill out some details about yourself and you’re ready to go! You will be sent a welcome email after successfully registering with us. Let us say - Welcome to DOLIN!
I have forgotten my password - what should I do?
The quickest way to retrieve your password is online. Simply go to the account page and click the 'forgotten password' link and enter your email address. We will send you a link to reset your password.
Do I need to open an account to place an order online?
No, you don’t. You can place an order as normal and check out as a guest. However, if you create an account, you will find it much quicker to check out in the future. We don’t store your card information, but we will store all your addresses, so that you will not need to fill them out each time you order with us.
I have a query regarding my DOLIN order and/or account. Who should I speak to?
For all enquiries, please get in touch with our helpful Customer Service team. You can either call during our opening hours or drop us an email (info@dolinhomes.com). We are here to help from 9am to 5pm, Monday to Friday (not including Bank Holidays).
2. Orders
Does DOLIN ship to multiple addresses?
We ship to one address per order, so if you need to send to multiple addresses, please place a separate order per address. Shipping charges will apply to each order.
What packaging will my order be shipped in?
We will use either entirely recycled mailers or cardboard boxes depending on your items. We try and reuse packaging as much as possible, so if you receive a box labelled as 20 blocks when you’ve ordered some blankets, don’t panic! Just open it up and you will find your items inside.
I ordered an item from the sale, but you have sold out. Can I put it on back order?
Please note sale stock is limited and cannot be back ordered. Sometimes products which are out of stock can pass through the checkout. In this case, all the out of stock items will be cancelled from your order and refunded via the same payment method used. We will endeavour to get in touch via email as soon as possible to advise if anything on your order has been cancelled due to availability. Unfortunately, we are unable to offer alternatives.
3. Delivery
SHIPPING TIME
Shipping time varies by location. These are our estimates:
| Location | *Estimated Shipping Time |
|---|---|
| United States | 10-30 Business days |
| Canada, Europe | 10-30 Business days |
| Australia, New Zealand | 10-30 Business days |
| Mexico, Central America, South America | 15-30 Business days |
| Other Countries | 15-30 Business days |
*This does not include our 2-3 business days order processing time.
We offer free worldwide shipping
What happens if my order gets stuck in customs?
If your order is taking longer than normal to clear customs, rest assured that we will be tracking it every step of the way and will help you liaise with our couriers. Where possible, we will also pass direct contact information to you as it is often easier to sort out the delay locally.
4. Returns
What is DOLIN refund policy?
Any product that you return must be in its original condition and packaging. Items altered by you in any way after receiving are not eligible for return. Please keep the package return receipt with you and email us its pictures so that we can keep track of the package.
Any rejected returns cannot be reshipped and will be destroyed upon receipt.
Please contact us if you are unsure about our returns process.
You can find more information on our Orders & Returns page.
Why won’t you accept my return?
On occasion, we may have to reject a return. Below are some of the most common reasons for this happening:
Return & Exchange Conditions
- Items returned without authorization will not be accepted.
- Items must be returned within 30 days after you receive them.
- All items must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
- When returning or exchanging items, customers must use a shipping method providing tracking information.
Non-returnable items:
- On sale items or gift cards are non-refundable.
- Damage/Lost caused by customers is non-refundable.
What happens when I've lost my returns label?
Just drop us an email and we can email another over to you.
5. Payment
Which payment methods does DOLIN accept?
Payment methods accepted by the official website of DonlinHomes: You can pay by PayPal or by credit card. You can also use Visa, Apple Pay, Facebook Pay, Google Pay, Shop Pay, MasterCard, American Express, Discover or JCB to checkout safely.
When will I be charged for my order?
All orders are charged at point of sale. This means we debit your card or you send us a PayPal payment for the full amount of the order as soon as you complete your order.
6. Discounts
Where do I apply a discount code?
You can apply your discount code on your basket page. Please remember to do this before going through the checkout process.
Can I apply a discount code to a past purchase?
No, we are unable to apply promotional codes and discounts to past purchases.
Where can I find DOLIN Discount Codes?
To be the first to know about any exclusive offers we're running, as well as new product launches and other updates, please sign up for our newsletter. You can find out more on our Discounts page.
7. VAT
Can I claim VAT back on my purchase made online?
If you have already placed your order, we will be unable to retroactively refund you the VAT. You will need to claim this back via your normal VAT return.
I have a VAT number. How do I avoid being charged for VAT?
If you live in the UK (not including the Channel Islands), we are required by law to charge you VAT whether you are VAT registered or not. To make life easier for EU customers we offer a delivery and duty paid service and this includes paying any VAT due to your local customs organisation on your behalf. You may be able to claim that VAT back if you are a VAT registered business - please refer to local tax advice. We will provide a VAT invoice to allow you to make that claim where appropriate.
8. Services
Can I use my studio logo to personalize products?
We do provide customized services, such as home decorations, lamps, carpets and other logo brands. Please get in touch with our customer service team to discuss your needs.
Is there a charge for personalisation?
Yes, the charge depends on the service. Please get in touch with our Customer Service team to discuss your requirements.
Does it take longer to receive personalised items?
As this is an added service, orders with personalisation will take longer than normal to be dispatched. All orders are different, so we are unable to suggest a time-frame without knowing your requirements. Please get in touch with our Customer Service team to discuss your requirements.
Can I return my personalised product?
All personalised products will have been made to your specification. In these instances, we are unable to offer a refund for any products with personalisation. Of course, this does not affect your statutory rights.
9. Other
I would like to supply goods to DOLIN. How do I contact the Buying department?
We are always looking to expand our product range and would love to hear from you. Please send us an email to our Purchasing team with some images, a description about your product and pricing indication for us to review.
How do I approach DOLIN regarding a charitable donation or sponsorship?
Please email our marketing team who will review the request. We receive many charity and sponsorship requests and although we wish we could assist every single one, unfortunately it’s just not possible. DOLIN is actively involved in helping charitable causes where we can, so do keep a lookout on our website and social media channels for our latest activity.
How do I unsubscribe from your newsletters?
Simply click on the unsubscribe link in the footer of an email you receive, alternatively you can email our marketing team who will manually remove your email address from the DOLIN mailing list.
How do I apply for a job at DOLIN?
Firstly, thank you for your interest! We have a dedicated page where we advertise any of our vacancies, just go to Work With Us in the footer section. We’re always looking for talented individuals to join our growing team. If you think you would be a great asset to our team, please email us with why you would love to work for DOLIN.
I have a question that is not answered here. Will you answer it?
Of course! Please call us on +86 132 4943 4922 or email info@dolinhomes.com. We are here to help, Monday to Friday, 9am to 5pm.