Refund policy
Return & Refund Policy
At Dorothy Margaret New York, we want every customer to feel confident, valued, and completely satisfied with their purchase. While we take great care to offer timeless, quality fashion and attentive service, we understand that occasionally a return may be necessary. We ask that you please read this policy carefully before placing your order, as it outlines the terms, conditions, and procedures governing all returns and refunds.
100% Money-Back Guarantee on Eligible Items
We are pleased to offer a full refund on all full-price items, as well as on sale items discounted by less than 40%, provided the conditions outlined below are met.
If you are not entirely satisfied with your purchase, you may return eligible items for a refund in accordance with the terms of this policy.
Please note that refund amounts will reflect the original purchase price, minus the original shipping and handling fee of $15.50 per shipment, along with any applicable restocking fees described further below.
Items purchased at a discount of 40% or more are considered FINAL SALE and are not eligible for return, refund, or exchange under any circumstances.
Tracking and Carrier Synchronization
Please be aware that tracking updates and shipment status changes may occasionally take several business days to fully synchronize within a carrier's system. A temporary delay in tracking updates does not indicate that your order has been lost, misplaced, or is otherwise eligible for cancellation.
Product Descriptions and Material Accuracy
We make every reasonable effort to ensure that product descriptions, images, sizing charts, color representations, and material compositions listed on our website are accurate and up to date. That said, occasional discrepancies, omissions, or minor errors may still occur despite our best efforts.
Product photography is provided for illustrative purposes only. Please note that actual colors, textures, fabric weights, or finishes may appear slightly different due to factors such as screen calibration, lighting conditions during photography, manufacturing batch variations, or supplier-related updates.
Dorothy Margaret New York does not guarantee that all content displayed on our website — including product descriptions — is entirely free of error, fully complete, or perfectly current at every moment in time.
Minor discrepancies or variations of this nature are not considered manufacturing defects, and do not entitle the customer to any remedy beyond the standard return process described in this policy.
If you have any doubts regarding sizing, fabric composition, or specific product details prior to purchase, we strongly encourage you to reach out to our customer support team beforehand.
Sale Items
Items marked with a discount of 40% or more are classified as FINAL SALE and are therefore ineligible for return, refund, or exchange.
Sale items discounted by less than 40% may be returned only if all applicable conditions outlined in this policy are satisfied in full.
Please note that exchanges — including for a different size or color — are not available for any sale item, regardless of the discount percentage applied.
Conditions for Eligible Returns
To be considered eligible for a return, all of the following conditions must be met in full:
- The return request must be submitted within 30 days of the delivery date.
- The item must be unused, unworn, unwashed, and returned in its original saleable condition.
- All original tags, labels, and packaging must remain fully attached and intact.
- The return must first be reviewed and approved by our customer support team.
- The customer must obtain a valid Return Merchandise Authorization (RMA) number prior to shipping the item back.
- The item must be shipped to the designated return facility specified by our support team.
- The customer is responsible for covering all return shipping costs.
- A restocking and handling fee of $15.50 per returned item will be deducted from the total refund amount.
Returns that fail to meet any of these conditions may be declined and returned to the sender at the customer's own expense.
Ineligibility of Multi-Size Purchases for Return
We kindly ask customers not to purchase multiple units of the same item in different sizes with the sole intention of testing fit and returning the unwanted units.
Orders identified as following this pattern may, at our sole discretion, be deemed ineligible for return, refund, or exchange.
To avoid this situation, we strongly encourage all customers to carefully review our sizing charts and product measurements prior to completing a purchase.
Multiple Shipments and Associated Return Costs
In order to offer the fastest possible delivery experience, orders containing multiple items may occasionally be shipped in separate packages. This approach allows items that are ready for dispatch to be sent immediately, rather than delaying the entire order while awaiting additional inventory.
As a result, it is not uncommon for customers to receive more than one package for a single order — this is a standard and expected part of our fulfillment process.
Please note that should one or more items from an order be returned, a separate return shipping and handling fee of $15.50 per item will apply, and will be deducted from the total refund issued.
For example:
- An order with 2 returned items will incur 2 separate return shipping fees.
- An order with 3 returned items will incur 3 separate return shipping fees.
By placing an order with Dorothy Margaret New York, customers acknowledge and accept these terms regarding multiple shipments and associated return costs.
Responsibility for Return Shipping
Customers are responsible for all costs associated with return shipping.
All approved returns must be sent to the return address provided by our support team following approval of your return request. Returns sent to any other address will not be accepted, processed, or refunded under any circumstances.
To help ensure your return arrives safely, we strongly recommend using a trackable, insured shipping method. Dorothy Margaret New York cannot be held responsible for return packages that are lost, delayed, or damaged in transit.
Return Window
All return requests must be initiated within 30 days of the delivery date.
Requests submitted after this 30-day window has elapsed will no longer be eligible for return, refund, or exchange.
Order Cancellations
Customers may request to cancel an order within 2 hours of receiving their order confirmation.
Please note that, due to our automated order fulfillment system, processing typically begins almost immediately after an order is placed.
Once this 2-hour cancellation window has passed, or once payment and processing have been confirmed — whichever occurs first — the order can no longer be cancelled, modified, or reversed.
In such cases, customers are asked to wait until the order has been fully delivered before initiating a return request in accordance with the terms outlined in this policy. This provision is consistent with Article 5 of our Terms of Service.
Defective or Damaged Items
In the rare event that you receive an item with a verified manufacturing defect, we will gladly provide a replacement item at no additional cost to you.
Please note that refunds are not issued for defective or damaged items; a replacement is the sole remedy offered in these circumstances.
To help us verify the reported issue, customers may be asked to provide clear photographic and/or video evidence of the defect prior to approval.
Once the issue has been confirmed and approved, we will arrange for a replacement to be sent as promptly as possible.
Please note that damage resulting from misuse, improper handling, normal wear and tear, incorrect washing or care, or external factors beyond our control is not considered a manufacturing defect and is not eligible for replacement under this policy.
How to Request a Return
To begin the return process, please contact our support team by email at:
Please include the following information in your message:
- Full name
- Order number
- Item(s) you wish to return
- Reason for the return
Please note that returns which have not been pre-approved and registered via email in advance will not be accepted or processed. Any unauthorized return shipments may be refused, returned to sender, or discarded without a refund being issued.
Return Form Requirement
All returns must be accompanied by a fully completed return form, provided by our support team upon approval of your request.
Returns submitted without this required documentation may be delayed, deemed incomplete, or ultimately deemed ineligible for a refund.
Refund Processing
Once your returned item has been received and inspected by our team, we will notify you by email regarding the outcome — whether your refund has been approved or, in rare cases, declined.
Approved refunds will be issued back to your original payment method within a reasonable processing period.
Please note that original shipping fees, handling charges, restocking fees, customs duties, applicable taxes, and return shipping costs are all non-refundable.
Chargebacks and Payment Disputes
By placing an order with Dorothy Margaret New York, customers agree to comply with the terms set out in this Return & Refund Policy.
Initiating a chargeback or payment dispute without first contacting our support team and following the official return process outlined here may be considered a violation of these terms.
We reserve the right to submit any relevant supporting documentation — including proof of delivery, tracking history, customer correspondence, and evidence of acceptance of this policy — to the relevant payment provider in the course of any dispute investigation.
Summary
Dorothy Margaret New York is committed to treating every customer fairly, while maintaining clear, transparent, and consistent return procedures.
Please remember that items discounted by 40% or more are always considered FINAL SALE and are not eligible for return, refund, or exchange under any circumstances.
By placing an order through our website, customers acknowledge that they have read, understood, and agreed to all terms outlined in this Return & Refund Policy.
Should you have any questions, please don't hesitate to reach out to our support team: