Refund policy

Returns and refunds policy

At Dalena Bay, we want you to absolutely love your purchase. We are committed to ensuring your shopping experience is smooth, fair, and reliable.

Discounted items

If you purchased an item while it was on sale, we do not accept returns, refunds, or exchanges if:

  • You change your mind

  • You ordered the wrong size

  • You no longer want the item

All products purchased while on sale are final sale. We encourage you to refer to our sizing guide carefully and reach out before ordering if you need help choosing the right fit.

You may be eligible for a return, refund, or exchange if your item(s) arrive:

  • Faulty

  • Damaged

  • Or you received the wrong product or size

 

Damages and issues

If your item arrives:

  • Faulty

  • Damaged

  • Or you receive the wrong product or size

Please contact us at info@dalenabay.com within 7 days of receiving your order. If we assess that your order was in fact faulty, damaged, or that we did not send you the correct product or size that you ordered, we will offer a replacement (and in some cases, a refund).

To process your replacement or refund, we will require:

  • Clear photos of the fault or damage

  • Proof of purchase

  • That the item is unworn and in original condition with all tags attached


Exceptions / non-returnable items

We cannot accept returns on sale items or gift cards.

 

For UK and EU Customers

In line with local consumer laws, customers in the UK and EU may return items within 14 days of delivery for a full refund, including the original standard shipping cost.

Items must be returned in their original condition: unworn, undamaged, with all tags attached and original plastic packaging intact. You will also need to provide us with the receipt or proof of purchase. Return shipping costs are the customer’s responsibility unless the item is faulty.

To request a return, contact us at info@dalenabay.com. If your return is accepted, we’ll provide instructions on where to send your item. Returns must be shipped to our hub in New Zealand.

Please do not send items back without first contacting us — we will not be able to process returns that arrive without approval.

 

Exchanges

We do not offer exchanges unless the item is faulty, damaged, or you received the wrong item.

This policy applies to all orders except for customers in the UK and EU.


Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at info@dalenabay.com.