FAQ

Orders & Delivery

How quickly do you process orders?
Every order is prepared for dispatch within 1–3 business days. As soon as your parcel is on its way, you'll get a shipping confirmation with tracking details by email.

How long will delivery take?
Delivery windows vary by destination:

United States: 7–10 business days
International: 10–14 business days

These are estimates only and don't account for weekends, public holidays, or customs delays.

Can I track my order?
Yes — every order ships with tracking. You'll receive your tracking number by email once it's dispatched, and carrier updates can take a couple of business days to appear after that.

Where does my order ship from?
We work with a network of fulfillment partners across the US and abroad, so your order may be dispatched from a domestic or international warehouse depending on the item and current stock.

Will I be charged customs or import duties?
It's possible, including on orders shipped within the US, since some items are fulfilled from overseas warehouses. Any customs duties, taxes, or import fees are set by government regulations and are the buyer's responsibility to cover.

Returns, Refunds & Exchanges

What's your returns policy?
You can request a return within 30 days of receiving your item. Items need to be unused, unworn, and in their original packaging, and you'll need proof of purchase.

How do I request a return?
Email us at support@dovervale.com with your order number and reason for return. Once approved, we'll send you the return address and instructions — return shipping costs are covered by the customer, except where the item is faulty or wrong. Note: final sale items and gift cards aren't eligible for return. Reach out before sending anything back so we can confirm the details first.

Who covers the cost of sending a return?
The customer, unless we made the mistake — if your item arrived faulty or isn't what you ordered, we'll take care of it.

My order arrived damaged or wrong — what now?
Check your order as soon as it arrives and get in touch straight away if something's faulty, damaged, or incorrect. We'll sort out a fix as quickly as we can.

Can I exchange an item?
The quickest route is to return what you have and place a fresh order for what you actually want, once the return's been accepted.

How long until I get my refund?
Once we've received and checked your returned item, we'll confirm whether it's approved. Approved refunds go back to your original payment method within 10 business days — your bank may take a little longer to show it. Nothing after 15 business days? Get in touch and we'll chase it up.

Do EU customers get a cooling-off period?
If your order is delivered within the EU, you have 14 days to change your mind and return it for any reason, provided it's unused and in original packaging, with proof of purchase.

Order Support

My order hasn't arrived — is it delayed?
Occasionally parcels run late due to weather, customs checks, holidays, or carrier backlogs. If it's taking longer than expected, contact us and we'll look into it with the latest tracking info available.

Can I cancel or update my order after placing it?
We can usually cancel or amend an order within 24 hours of it being placed. Once it's moved to processing or shipped, we're no longer able to change it — but you're welcome to return it once it arrives.

Payments

What payment methods can I use?
All major debit and credit cards, plus the additional secure payment options available at checkout.

Is checkout secure?
Yes — the site is protected with SSL encryption to keep your payment and personal details safe.

Products

Do the photos match the real product?
We do our best to represent every item accurately in our photos. Small differences can come down to your screen's display settings.

Do sold-out items come back in stock?
Some pieces are limited-run or seasonal, so restocks aren't guaranteed. Sign up to our newsletter or follow us on social to hear first if something you love comes back.

Contact Us

How do I get in touch?
Email us at support@dovervale.com and we'll get back to you as soon as we can.
Customer service is available Monday through Friday, 9:00AM - 5:00PM PST.

How quickly do you respond?
Most enquiries are answered within 24 hours on business days.

Dover Vale was built on a belief that everyday pieces should feel intentional — warm in tone, easy to live with, and never out of reach.

We curate pieces that favor character over trend, chosen for the way they feel, wear, and settle into daily life. Each collection is meant to be lived in season after season, not packed away once the moment passes.

Our Mission

To bring considered, well-made essentials into everyday life — pieces you reach for again and again, not just once. Whether it's something small for your space or something you'll wear daily, every item earns its place through comfort, quality, and lasting value.

Our Values

Quality First We choose pieces for how they're made, not just how they look — with an eye for durability and detail that holds up over time.

Warmth in Design Nothing feels accidental. We keep things simple, tactile, and considered, without unnecessary noise.

Thoughtful Sourcing We look for partners and materials that reflect real care in how things are made, and we're always working to keep waste and shortcuts out of the process.

Customer-First, Always From how a piece feels in your hands to how it arrives at your door, we want every part of shopping with us to feel easy and considered.

Dover Vale is about bringing a little more warmth and intention into the everyday — style that feels like yours, built to last longer than a season.

FAQ