Made for you.
Kept by you.
We don't accept returns — and here's exactly why, with no apology. But we do stand firmly behind every bag we make.
Our Return Policy
Returns are not accepted.
All Doreneglam products are final sale. Because every bag is handcrafted to order using your chosen colour, style, and specifications, we are unable to accept returns for change of mind, sizing preference, or any reason other than the exceptions listed below.
By placing an order with Doreneglam, you confirm that you have read and agreed to this policy. We strongly encourage you to contact us with any questions before purchasing — Dorene is always available to help you choose with confidence.
When we step up
Our guarantee to you
While we don't accept returns, we take full responsibility for our mistakes and our quality. These three situations are always covered.
Arrived damaged
If your bag arrives with physical damage caused during transit — tears, broken hardware, crushed structure — we will replace it at no cost to you.
Contact us within 48 hours with photos.
Defective craftsmanship
If a stitch comes undone, a zip fails, or hardware breaks under normal use within 6 months of purchase, we repair or replace. Every stitch is guaranteed.
Reach out and we'll make it right.
Wrong item received
If we sent the wrong colour, style, or size — that's entirely on us. We'll dispatch the correct item immediately and arrange collection of the wrong one.
Contact us and we'll sort it within 24hrs.
How to raise a claim
- 1
Take clear photos of the damage or defect immediately upon receipt.
- 2
Contact us via WhatsApp or email within 48 hours of delivery.
- 3
We'll review your photos and respond within 24 hours.
- 4
If approved, we dispatch a replacement or issue a refund within 5–7 business days.
The honest reason
Why we don't do returns
Every bag is made for you
Each Doreneglam bag is handcrafted to order — your specific colours, your chosen style. Unlike mass-produced goods, your bag doesn't sit on a shelf waiting. It is made the moment you order it.
8–20 hours of skilled labour
Accepting returns on a handmade item would mean discarding days of skilled artisan work. We believe that's both wasteful and unfair to the maker. We price honestly — and stand behind every piece.
Sustainability over convenience
Fast fashion returns contribute millions of tonnes of waste annually. Slow fashion means buying with intention. We ask our customers to choose thoughtfully — and we help them do that before purchase.
We help you choose right
Before you order, you can message Dorene directly, request swatches, ask about sizing, or see the bag on video. We'd rather spend 10 minutes helping you choose the perfect bag than process a return.
How to buy right,
every time
We've built every tool we can to help you feel 100% confident before you checkout. Use them — Dorene loves helping customers find their perfect bag.
Browse our detailed size guides for every bag style
View multiple product images and request a video walkthrough
Ask about yarn texture, colour accuracy, and dimensions via WhatsApp
Request physical colour swatches before placing a custom order
Read verified customer reviews with photos on each product page
Questions about your order?
We reply within a few hours, every day.