At Dovielle, we value reliability and customer satisfaction. Below you will find our guidelines for refunds and reshipments.
Processing and shipping of your order take 2 to 3 business days after you place it.
Once your order leaves our logistics center, you will receive a shipping confirmation email with your tracking number.
Shipping and delivery usually take 5-7 business days after your order is processed. If your product is in limited stock, delivery may be delayed by an additional 2 to 3 business days.
Rest assured – we do our best to ensure your order reaches you as quickly as possible.
We ship via DHL, DPD, UPS, and USPS. Shipping is free for orders over 45USD.
If a package is reported as lost by the carrier according to the tracking information, the customer may request either a refund or a reshipment.
If the customer reports a damaged or incorrect item, they may request a refund or reshipment within 5 days of delivery. Photo or video proof is required.
If the tracking status shows “delivered” but the customer has not received the package: The customer should first contact their local post office.
Dovielle is not responsible for delivery issues caused by:
Incorrect or incomplete address details
Invalid phone numbers
Failure of the recipient to be reachable
Dovielle is not liable for shipping issues caused by natural events, including:
Natural disasters
Strikes
Lockdowns
Wars or civil unrest
Extreme weather (e.g., snowstorms)
Requests must be made within 30 days of the delivery date marked as “delivered.”
Please send your request by email to: support@dovielle.com
Include your order number, the reason, and, if applicable, photo/video evidence.
Our customer service team will review your request and may request additional information, which must be provided within 2 business days.
Once approved, processing by our internal team takes 2–5 business days.
The refund will be issued to the original payment method.
Note: Processing or transaction fees charged by payment service providers are not covered by Dovielle.
Once approved:
Processing begins within 3 business days
If the item is out of stock, you will be notified
Dovielle may choose a different shipping method than the original
A new tracking number will be provided
If delivery fails due to incomplete or incorrect customer details:
Dovielle can arrange a redelivery from the logistics center for 6.99USD per package
The customer must provide an updated delivery address within 3 business days
Example: For contactless delivery, the recipient may be called beforehand. Without a valid phone number or if unreachable, delivery is considered failed.
Return address (at your own expense):
Dovielle
Ashanyorah Nazar
Blussusstr. 13
55130 Mainz
📩 Customer Service Contact
Email: support@dovielle.com