All products must be returned in a new, unused state, in perfect condition, with all protective materials, Dot&Lo tags, and designer tags (if applicable) intact. This includes all packaging, accessories, and any authenticity cards or dust bags.
Conditions for Free Online Returns or Exchanges:
We accept free returns or exchanges under the following conditions (must be reported within 24 hours of delivery):
Your order was canceled by Dot&Lo;
You canceled an order within 24 hours of placing it;
Shipment was delayed;
An item(s) is missing from your order;
Incorrect size was delivered, or outfit measurements do not match the website size chart;
Incorrect product(s) were delivered, or the delivered item(s) differs in color, design, or fabric from the description;
Product has quality issues affecting wearability (e.g., defects in fabric, embroidery, fabric color fading, stains, missing decorative elements).
Online Return & Exchange Shipping Costs:
Customers are responsible for shipping cost if:
The product does not fit as expected after trying it on;
The wrong size, color, or item was ordered;
The product does not meet personal expectations.
We reserve the right to refuse returns if the product shows signs of wear, use, or alterations. Alternatively, a partial refund may be provided if:
The product has been used, damaged, or washed;
The Dot&Lo or designer tag is missing or unattached (these tags are integral to each product);
Packaging that is an integral part of the product (e.g., dust bag) is not returned.
If we propose a reduced refund, we will inform you. At that point, you may choose to have the product returned to you at your own expense instead.
In-Store Return & Exchange Policy:
At the moment, we don't accept return for in-store purchases.
Exchanges are allowed for our products as long as they are returned in their original condition. Exchanges can only be made for an item of the same value or higher than the original purchase price. If the new item is of higher value, the price difference will need to be paid by the customer. Exchanges need to be made within 14 days from the purchase date.
These shipping rates are subject to fuel surcharges, which are reviewed by Canada Post and UPS every month, meaning these rates may go up, down or stay the same.
Mississauga, Brampton & Milton Returns: $10
Parcel Size | Regional (<150 km) | Ontario | National | Remote* |
500 g | $9.32 | $10.87 | $14.51 | $23.77 |
1 kg | $10.73 | $11.29 | $16.27 | $25.17 |
2 kg | $11.08 | $12.38 | $17.25 | $25.87 |
3 kg | $11.50 | $12.72 | $18.16 | $26.57 |
5 kg | $13.32 | $13.53 | $20.35 | $30.18 |
10 kg | $16.28 | $18.07 | $27.43 | $34.35 |
20 kg | $23.57 | $27.50 | $39.16 | $52.22 |
*Please contact us on WhatsApp at 647-609-5932 or email info@dotnlo.com to check if your location is considered remote.
These shipping rates are subject to fuel surcharges, which are reviewed by Canada Post and UPS every month, meaning these rates may go up, down or stay the same.
Parcel Size | Zone 1 | Zone 2 | Zone 3 |
0.5 kg | $12.70 | $13.36 | $13.36 |
1 kg | $17.17 | $18.85 | $20.78 |
2 kg | $18.76 | $19.63 | $22.17 |
3 kg | $20.78 | $28.80 | $34.81 |
5 kg | $23.21 | $30.02 | $38.10 |
7 kg | $34.87 | $42.14 | $49.88 |
9 kg | $43.01 | $52.59 | $62.58 |
Yes, you can return or exchange your online order in-store.
In-store Exchange:
To exchange an item bought online, bring your item into the Dot&Lo store with the receipt within 3 days of receiving the item. Exchanges cannot be processed without original receipts and must meet all eligibility requirements. We do not process exchanges by phone.
In-store Return:
Bring the merchandise in its original condition with a proof of purchase (physical copy of the receipt) back to the Dot&Lo store within 3 days of receiving the item. Your item must meet all eligibility requirements.
Please be advised that shipping fees are non-refundable.
If you keep track of the tracking number on the return shipping label we send you, you can check it on the courier's website to see when your return arrives at our store. You will then receive an email once your return is processed.
Once you've decided to exchange or return your item, please act within 24 hours of receiving it by following these steps:
Fill out the ‘Return & Exchange’ form below.
Within 24 hours, you’ll receive an email with instructions and a payment link for a prepaid shipping label if requested.
Pack the item securely, attach the provided label to your package.
Drop off the package at the nearest designated courier location.
You can choose to receive your refund either as store credit to your Dot&Lo account or back to the original payment method.
Your refund will be processed within 24-48 hours of receiving the item or order.
Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
We monitor the number of returns made by customers in order to check whether the purchase of products is pursued for consumer purposes and is not, on the contrary, pursued for commercial, entrepreneurial or professional purposes, and/or is otherwise related to fraudulent intent. Frequent or repeated returns and in breach of our terms and conditions will be flagged. In this case, at our discretion, we may proceed to close your DOT&LO account or refuse future orders.
We do not offer price adjustments at this time.
