Frequently Asked Questions

When a returned item is received and checked by our distribution centre we will update your order status and if you have supplied us with a valid email address we will also email you to confirm receipt of your return. You can check the status of your return in the ‘My account’ section of our website. When the item is returned the status will show as ‘returned’. As this is the same information available to our Customer Services Team it’s often quicker to check there first prior to contacting us. There is no requirement for you to contact us to advise that you are returning an item providing complete our online returns process at returns and your returned item(s) comply with our return terms and conditions. Items may be returned subject to our terms within 28 days of receipt, we are unable to accept returns outside this period except during our extended Christmas period when the returns deadline is extended for purchases made between 1^st November and 23^rd December each year until the 10th January or 28 days whichever is later. If you return an item which is not received in accordance with our terms we will return it to you at your cost.

All returns are processed in the order which they are received. If you require a replacement item urgently we recommend that you place a new order online and return the unwanted item for a refund. This way you won’t have to wait for us to process your return, although you will need to pay in full for the new order.

Once a returned item has been checked and received on to our systems your refund request will be immediately processed by our customer services team. Your refund will be credited back to the original method of payment. PayPal refunds are generally shown in your account on the following working day, and refunds to debit and credit cards tend to arrive back in to your account within 3-5 days, depending on your bank.

Unless using our online returns process and returning a parcel from within Ireland, customers are responsible for the cost of returning items to us and please remember that until we receive your return, the items and their condition are your responsibility. You must ensure returned items are appropriately packaged to protect them in transit, we also recommend using an insured and traceable postal service to return your items. Unfortunately we are unable to issue refunds on items which are not returned in a saleable condition or in breach of our terms. If you are returning footwear please do not mark or damage the product box as this will invalidate your return, instead please wrap or pack in an outer box. The product box supplied with a product forms part of the product and must be returned in a satisfactory condition. Defaced boxes will be treated as being returned in breach of our conditions and the product will be returned to you at your cost. Delivery charges are non-refundable, please see our Terms and Conditions for information about cancelling your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you have received the benefit of free delivery on your original order we may at our discretion refuse to allow free delivery on an exchange order. If you are returning a possibly faulty item please see below and / or contact us for further advice prior to returning a suspected faulty item.

Faulty items are rare, if you have a suspected faulty item please complete our online returns form and indicate that the item is suspected faulty. If returning from outside Ireland please contact us for further advice prior to returning the suspected faulty item. Please note in the case of international faulty returns we will refund a maximum of €12 to cover return postage. When you return the item to us please ensure the returns address label is fixed securely to the outside of your parcel and that your packing note or details of your name and address are included inside the returned parcel. In Ireland we are able to provide a free of charge returns label for suspected faulty goods if you are unable to use our online returns process – please contact us on 0035318416144 . The label requires the parcel to be taken to the Post Office – making sure you ask for a Certificate of Posting as proof the items have been sent. Please allow 2-4 working days for the item to arrive with us and then we aim to process returns within 2-3 working days of receipt (5-7 days at peak times such as Christmas or sale).

Please note we accept no responsibility for goods in transit until signed for by our returns department, and thus we are not liable for any damage to or loss of the item/s during transit.

Please note that all items are checked on receipt and if found not to be faulty will be returned to you at your cost. Suspected faulty items may need to be returned to the supplier for their expert opinion before we are able to repair or replace the item. If an item is agreed to be faulty we will either repair or replace it in accordance with our terms and conditions.

You may return items to us for exchange or refund within 28 days of receipt, although if possible we prefer sale items to be returned within 7 days so that we are able to offer them for resale as soon as possible. You are responsible to the cost of returning items to us and their condition until we receive them. Items (including product boxes) must be returned to us in an ‘as sold’ unused, unworn, resalable condition. Items which are returned with evidence of wear or which have strong odour such as smoke or perfume will not be accepted.

Unfortunately we are only able to exchange items which have been purchased from us we are not able to accept items purchased from other retailers.

Yes, customers placing orders between 1^st November and 23^rd December have until the following 10^th January to return their goods for exchange or refund. All other orders are subject to our standard returns policy.

Returned items can only be processed via the original order, consequently returns must be made by or in consultation with the original purchaser. Exchange orders may carry an outgoing delivery charge or further payment if a more expensive item has been chosen in exchange. Any additional payments will be charged to the original payment method used unless otherwise specifically specified and therefore needs to be authorised by the original cardholder. The exchange will also be sent to the original delivery address unless a different address is expressly stated during completion of our online returns process. An order confirmation email containing details of the exchange order will go to the original email address provided; unfortunately this is automatic and cannot be prevented. Any refunds will be made to the original payment method. We advise that any returns or exchanges of gift items are done in consultation between the recipient and the original purchaser; due to data protection we are only able to discuss details of the order with the original purchaser.

Please complete our online returns process at www.dorianblack.ie/returns  Please include with details of your name, address and order number with your return. Your order number can be located in the ‘My Account’ section of our website. You will require your order number and postcode in order to complete our online returns process. We are not able to accept items purchased from other retailers.

It is your responsibility to return the item(s) to us in good condition, therefore please ensure your return is appropriately packaged. We recommend that you return items via a postal method which is insured and traceable in case of loss. We are not able to issue refunds or exchanges until we have received and checked your items. If you do not have proof that we have received an item and it has been lost in transit we will not be able to issue a refund.

Complete our online returns process at  www.dorianblack.ie/returns In order to complete the process you will need your order number and postcode, which can be located in the ‘my account’ section of our website. Please include details of your name, address and order number in your returned parcel. It is your responsibility to return the item(s) to us. Please ensure your return is appropriately packaged, we recommend you return via a postal method which is insured and traceable.

No, there is no requirement for you to contact us prior to returning items. We are unable to accept items which our outside of our returns period, please see our terms for further information. We are unable to reserve items prior to receiving your return. If you wish to secure an item, please place a new order and return the unwanted item for a refund or complete our online returns process and select the required exchange items, subject to availability.

We have our own retail stores although we prefer that you do not return items to these stores as they are operated separately to our online business. If items are returned to our retail stores, the store will then return your items to our distribution centre where your return will be processed; our retail stores are unable to issue refunds. You may return items to us for refund and purchase a replacement item in our retail store. Please be aware that our stores don’t carry all items listed online, we recommend that you contact the store directly to confirm stock availability prior to making a special journey.