FAQs

I have a question about my order. How do I get in touch?

  • Email us at support@shopdylis.com. Please allow 3-5 business days to be responded to. If you do not receive a response by the 5th business day, please send us an email again as it may have ended up in our spam folder.

What is your return and or exchange policy?

  • All purchases have 14 days from delivery date to return for store credit only. Once the 14 days have past, we cannot offer you an exchange.
  • Returns must be received in new condition: unworn, unwashed and with its original tags and packaging.
  • Once your returns have been inspected and processed, you will receive an e-gift card sent via email.
  • All SALE items are FINAL sale and cannot be exchanged.
  • We do not provide pre-paid return labels; all shipping fees must be paid by the customer.  

** We recommend using a shipping service that provides tracking information as packages do get lost sometimes. We don’t guarantee that we will receive your returned item.

Can I return my item after wearing once or a few times if it is damaged, found a defect, or no longer like it?

  • Ownership transfers completely from our business to consumer as soon as the item is worn or washed. No exceptions. 
  • We will not be able to accept your return, issue a refund, or store credit for an item that has been worn or washed. 

My items arrive damaged/defected, incorrect or I am missing an item!

  • For any missing, damaged, defected or incorrect items, please report it within 3 days of delivery. Please email support@shopdylis.com and include a photo, description of the issue and your order number.

      When will I receive my order?

      • Orders are processed in the order they are received. Your orders will be processed within 2-4 business days (Monday – Friday).  When your order has been shipped, you will receive an email with tracking information. Ship time for U.S. orders are 3-5 business days depending on your location and the efficiency of your local postal office. 

      Do you refund shipping fees?

      • Shipping fees are non-refundable.

        Do you ship worldwide?

        • Unfortunately, we are not shipping internationally at this time.  

          Can I make changes to my orders?

          • Once we receive your order, we begin the process immediately, therefore, it is not possible to amend any details. Please be sure to confirm your items before checking out.  

            My tracking shows delivered, but I never received it. 

            • We will do our best to assist you, but DYLIS does not hold responsibility for packages that are lost or stolen. Once your package leaves our premises, the liability is between you and USPS. Please contact your local post office to file a claim.

            ** We are not responsible for packages that are delivered to a wrong address due to an incorrect or incomplete shipping address provided by customer.