RETURN & EXCHANGE
Your satisfaction is important to us. Our Return & Exchange Policy outlines the eligibility, process, and conditions for returning or exchanging products. Please review the policy carefully before submitting a request.
Each Dornford pair is conceived, constructed, and finished by hand in Agra. We take great pride in the integrity of every order that leaves our atelier. Should a pair not meet your expectations in fit or appearance, we invite you to engage with our structured returns process.
Return Window
Returns may be requested within ten (10) calendar days of confirmed delivery. All return requests must
receive prior written approval from the Dornford client relations team before any item is dispatched back to
us. Parcels received without prior authorisation will not be accepted and may be returned to the sender at
their own expense.
Eligibility Conditions
To qualify for consideration, returned items must satisfy each of the following conditions without exception:
– The pair must be entirely unworn and in pristine, unaltered condition
– Soles must bear absolutely no marks, scuffs, or signs of contact with any surface
– All original packaging must be present and undamaged — including the branded shoe box, dust bags, shoe horn, and any accompanying accessories
– The shoe box itself must be enclosed within a separate, protective outer shipping carton to prevent damage in transit
Items that do not meet the above conditions in their entirety will not be eligible for a return or refund and will be returned to the client.
Return Shipping
The cost of return shipping is borne entirely by the client. Original shipping charges are non-refundable under any circumstance. For items of significant value, we strongly recommend engaging a trackable, fully insured courier service, as Dornford cannot assume responsibility for parcels lost or damaged in return transit.
Incorrect or Defective Items
In the rare and regrettable instance that you receive a pair that is incorrect or bears a manufacturing defect:
– Please notify our client relations team within seven (7) calendar days of delivery, providing full photographic documentation
– Dornford will arrange and cover the cost of return shipping in all verified cases of error or defect on our part
After this seven-day period has elapsed, standard return shipping terms will apply and return costs will revert to the client.
Exchange Process
We offer exchanges for reasons of size, fit, or verified product defect. Once your returned pair has been received by our workshop, inspected, and cleared as eligible, the exchange will be prepared and dispatched within 5–7 business days. Exchange eligibility is subject to stock availability and requires prior written approval.
To initiate an exchange, please write to us at contact@dornford.com with your order reference and a clear description of your requirement.
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