Exchanges and Returns Policy

By using this service and completing an order the customer accepts and agrees our Privacy Policy, Terms and Conditions, Shipping terms, and Exchanges and Returns policy.

Refunds and Cancellations

Dovana reserves the right to refuse any returns or exchanges to all orders. Only orders that have been damaged due to shipment would be considered in a case by case basis. In the case of a fault or damage in your item, the claim has to be submitted via email (info@dovana.ae) or WhatsApp +971 55 17 0041 in less than 24 hours of receiving the package — otherwise, the claim will be rejected. Dovana reserves the right to cancel any order placed on our website at its sole discretion, without prior notice or liability.


Exchanges

We can exchange ready to wear items if the desired size is available in our stock. Customers will be responsible for paying exchange delivery costs. Exchange will take place according to the availability of the item and production capacity.
An exchange is only confirmed after customer receives a confirmation email stating that the piece you have requested is in stock. Submitting the request through the link does not guarantee item availability.


  • For orders outside the UAE, customers will pay shipping fee of returning the original item and shipping fee of sending the new item. Shipping fee is calculated at checkout. 
  • Customized items, including those with size alterations, length adjustments, addition of buttons or other personalized modifications, are not eligible for exchange nor returns. These items have been specifically tailored to your preferences, and as such, cannot be returned or exchanged for other products.
  • Customers are allowed to exchange items up to two times after the original purchase. This means that after receiving the initial item, you may exchange it for another product and then exchange that replacement item one more time if needed. After the second exchange, we cannot accept more exchange requests. 
  • You can submit an exchange request within 48 hours of receiving your item via email (info@dovana.ae), or WhatsApp +971 55 17 0041, in after this period has passed we cannot accept any refund or exchange requests.
  • Sale or discounted prices do not include exchange items. For exchanging an item that was on sale or discounted using a code, customers will be responsible for paying the price difference. 

باستخدام هذه الخدمة، يوافق العميل على سياسة الخصوصية الخاصة بنا وشروط الاستخدام وشروط الشحن وسياسة الاستبدال والاسترجاع.
المستردات والإلغاءات
يحتفظ متجر دوفانا بالحق في رفض أي طلب إرجاع أو استرداد. سيتم النظر في الطلبات التي تضررت بسبب الشحن على حالة فردية. يجب على العميل إبلاغنا عبر الايميل  info@dovana.ae أو الواتساب +971 55 1770041 خلال أقل من ٢٤  ساعة بعد استلام المنتج. 
الاستبدال
يمكننا استبدال الملابس الجاهزة إذا كان المقاس المطلوب متوفر. سيكون على العملاء دفع تكاليف توصيل الاستبدال بالإضافة الى أي فروقات فالسعر. 
*للطلبات خارج دولة الإمارات العربية المتحدة، سيتحمل العملاء رسوم الشحن لإرجاع الطلب الأول ورسوم الشحن لإرسال الطلب الجديد.
*التعديلات أو الإضافات، بما في ذلك تلك التي تتضمن تعديلات الحجم أو تعديلات الطول أو أي تعديلات أخرى مثل إضافة أزرار، غير مؤهلة للإستبدال ولا الاسترجاع.
 
·   يُسمح للعملاء بالاستبدال الطلب مرتين. هذا يعني أنه بعد استلام الطلب الأول، يمكنك استبداله بمنتج آخر، ثم يمكنك تقديم طلب استبدال ثاني وأخير.
 
·   يجب تقديم طلب الاستبدال خلال 48 ساعة من استلام الشحنة. يتم تقديم الطلب عبر التواصل معنا على البريد الايميل  info@dovana.ae أو الواتساب +971 55 1770041 بعد انتهاء هذه الفترة، لا يمكننا قبول أي طلبات استرداد أو استبدال.
·في حال تبديل طلب تم شراؤه في فترة تخفيضات أو من خلال رمز خصم، يجب على العميل دفع الفروقات بين السعر الحالي و سعرالتخفيضات.