Frequently Asked Questions.
Payments
What forms of payment do we accept?
We accept all major credit cards (Visa, MasterCard, AMEX), PayPal, ApplePay, Google Pay and Klarna. Payment will be taken from your credit or debit card as soon as the order has been placed.
Your Order
Once you have placed your order through our website or any other Dovie platform, you will receive an order confirmation via email.
The email confirmation will be promptly sent to the email address provided during checkout. This confirmation will include details of your order, such as the items purchased, quantities, and total cost.
Shipping
Along with the email confirmation, you will also receive tracking information for your order. This will enable you to monitor the status of your shipment and anticipate the delivery timeline.
Throughout the processing and shipping of your order, you may receive additional notifications regarding its status, ensuring you stay informed at every stage of the delivery process.
Should you have any questions or require further assistance regarding your order, our customer support team is readily available to address your inquiries and provide any necessary information.
Returns & Exchanges
At Dovie, we want you to be completely satisfied with your purchase, and we stand behind the durability and longevity of our products.
If, for any reason, you experience any issues with the colour change or fading of your jewellery, we are here to help. We offer a hassle-free replacement policy to ensure your utmost satisfaction.
To initiate a replacement:
Contact our customer support team within 28 days of receiving your order. You can reach us via contact@dovie.co.uk and Instagram @dovieuk during our business 9-5pm GMT Mon-Fri.
Provide our customer support team with your order details, including the product name, order number, a photo and a description of the issue you are facing.
Our dedicated team will review your request and guide you through the replacement process. In some cases, we will require you to return the faulty item to us for inspection.
Once we receive and confirm the issue with the item, we will promptly issue a replacement at no additional cost to you. We will ensure that the replacement item meets our high-quality standards and will do our best to match the original design.
Please note the following:
This returns policy applies to all necklaces, bracelets, and earrings, purchased from Dovie Ltd.
The replacement policy covers issues related specifically to colour change or fading of the jewellery.
This policy is valid for a period of 28 days from the date of purchase.
The replacement is subject to the availability of the same or similar item. If the exact item is unavailable, we will work with you to find a suitable alternative.
The replacement item will be shipped to the same address as the original order, unless otherwise specified.
We believe in providing excellent customer service and ensuring that every purchase from Dovie exceeds your expectations. Should you have any further questions or concerns about our returns policy, please don’t hesitate to reach out to our customer support team.
Complaints
Timely Response: We aim to address all complaints within 3 working days of receipt. Our goal is to resolve any issues you may have in a timely manner.
Contact Information: To lodge a complaint, please send an email detailing your concerns to our dedicated complaints email address: contact@dovie.co.uk.
Information to Include: When submitting a complaint, please provide the following details to help us assist you better:
Your full name
Order number (if applicable)
Nature of the complaint
Contact information for follow-up
Acknowledgement: Upon receiving your complaint via email, we will acknowledge the receipt and begin investigating the matter promptly.
Investigation and Resolution: Our team will investigate the complaint thoroughly to understand the issue and work towards a satisfactory resolution.
Communication: Throughout the process, we will keep you informed of the progress of the investigation and any steps taken to address your concerns.
Final Resolution: Once the investigation is complete, we will provide you with a final response outlining the outcome and any actions taken to resolve the complaint.
Feedback: Your feedback is valuable to us. After the complaint has been resolved, we may follow up to ensure your satisfaction and gather any additional feedback you may have.
Customer Support:
If you have any questions or require further assistance regarding our complaints service, please do not hesitate to contact our customer support team. We are here to assist you and ensure that your experience with Dovie is positive and satisfying.
Your feedback helps us improve our services and ensure that we continue to meet your expectations.
This policy underscores our commitment to addressing customer complaints promptly and effectively, emphasising our dedication to customer care at Dovie.