FAQ
Ordering
How do I place an order?
Simply browse our collection, select the product you'd like, choose your options, and click "Add to Cart." When you're ready, proceed to checkout, fill in your shipping and payment details, and confirm your order. You'll receive an order confirmation email right away.
Can I change or cancel my order after placing it?
We process orders quickly, but if you need to make a change or cancel, please email us at info@douxlette.com within 24 hours of placing your order. Once an order has been shipped, it can no longer be cancelled — but you may be eligible for a return. See our Return & Refund Policy for details.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Google Pay, and Shop Pay. For full details, see our Payment Policy.
Is my payment information secure?
Absolutely. Our checkout is powered by Shopify and uses SSL/TLS encryption and PCI-compliant payment processing. We never store your full credit card details.
Shipping & Delivery
How long does shipping take?
Orders are processed within 1–3 business days. After dispatch, estimated delivery times are:
- United States: 7–12 business days
- Canada: 10–15 business days
- Europe: 10–18 business days
- Rest of World: 12–20 business days
For full details, see our Shipping Policy.
How do I track my order?
Once your order ships, you'll receive a shipping confirmation email with a tracking number. You can use this to track your package on the carrier's website. Visit our Track Your Order page for carrier links and tips.
Do you ship internationally?
Yes, we ship worldwide. Please note that international orders may be subject to customs duties and taxes, which are the customer's responsibility. Delivery times for international orders may also be longer.
My tracking hasn't updated in a while. Should I be worried?
Not necessarily. Tracking updates can pause while a package moves between facilities, especially for international orders. If your tracking hasn't updated for more than 7 business days, contact us at info@douxlette.com and we'll investigate.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy. Items must be unused, unopened, and in their original sealed packaging. Due to the intimate nature of our products, items with broken hygiene seals cannot be returned. See our full Return & Refund Policy for details.
How do I request a return?
Email us at info@douxlette.com with your order number, the item(s) you'd like to return, and the reason. We'll review your request and send you return instructions if approved.
How long do refunds take?
Once we receive and inspect your return, we'll notify you whether your refund is approved. If approved, the refund is issued to your original payment method. Please allow a few additional business days for your bank or card issuer to process the refund.
Can I exchange an item?
We don't offer direct exchanges at this time. If your item is eligible for return, the fastest way is to return it and place a new order for the item you'd like instead.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrived damaged or defective. Original shipping fees are non-refundable.
Products
Are your products safe to use?
Yes. We carefully select our products with quality and safety in mind. All items are made from body-safe materials. Please refer to each product's description for specific material and care information.
How do I care for my product?
Care instructions vary by product. Check the product page for specific materials and care details. In general, we recommend cleaning items before and after each use with mild soap and warm water, and storing them in a cool, dry place.
Will my order arrive in discreet packaging?
Yes. All orders are shipped in plain, unmarked packaging with no branding or product descriptions visible on the outside. Your privacy is important to us.
Account & Privacy
Do I need an account to place an order?
No, you can check out as a guest. However, creating an account makes it easier to track orders and manage your information for future purchases.
How do you protect my personal information?
We take your privacy seriously. We use SSL/TLS encryption, work with PCI-compliant payment providers, and never sell your personal data. For full details, see our Privacy Policy.
How do I unsubscribe from marketing emails?
You can click the "unsubscribe" link at the bottom of any marketing email, or contact us at info@douxlette.com and we'll remove you right away.
Still Have Questions?
We're happy to help. Reach out to us at info@douxlette.com and we'll get back to you within 24–48 business hours.