Dore and Rose Return Policy: 100 Days, Credit and Fees

We read Dore & Rose's refund policy, FAQ and product pages on 24 October 2026. This guide sums up what they say, shows where those pages disagree, and lists what Shopify merchants can take from them. Note: Dore & Rose (doreandrose.com) is a sleep brand. It is not the same store as Rose and Dora (roseanddora.us), which has its own policy.

Does your store answer return questions like these all day? Relay answers, refunds and resolves your Shopify tickets 24/7, following your rules.

Dore and Rose return policy at a glance

Here is what the refund policy page says, rule by rule.

• Silk pillowcases and sleep masks: returnable within 100 days of delivery.
• All other products: returnable within 30 days of delivery.
• Condition: unused, complete, original condition and packaging.
• How to start: self-service return portal, with a valid reason and supporting evidence.
• Inspection: within 5 to 7 days of receipt, result sent by email.
• Return shipping: paid by the customer, unless the item was wrong, defective or damaged.
• Original shipping fees: not refunded.
• Bundles: returned complete, not item by item.
• Exchanges: requested within 14 days of delivery, settled as store credit, no direct swap.
• Refused returns: may be sent back to the customer at their expense.

The product pages add two points. Returns "are refunded as store credit", and a refund to the original payment method comes with "a small freight fee depending on your location". The items must also be "unworn, unwashed" with "all tags and liners attached".

How to use the Dore and Rose returns portal

According to the refund policy, a return goes like this:

• Check your window. Count 100 days from delivery for a pillowcase or sleep mask, and 30 days for anything else.
• Open the self-service return portal from the Dore & Rose site and pick the order.
• Give a reason and add evidence. Photos of the item and packaging are the obvious choice.
• Pack everything, including tags, liners and every piece of a bundle.
• Ship it at your own cost, unless the item was wrong, defective or damaged.
• Wait for the inspection email, 5 to 7 days after the parcel arrives.
• Choose store credit or a card refund. The card refund carries the freight fee.

Exchanging a size or colour? You must ask within 14 days. The policy turns an approved exchange into store credit, and you then place a new order.

Where the Dore and Rose pages disagree

On 24 October 2026, three pages gave three slightly different answers:

• Refund policy page: 100 days for pillowcases and masks, 30 days for the rest, self-service portal.
• FAQ page: "a 30-day return policy". Returns start by email at hey@doreandrose.com. Approved refunds go "automatically" to the original payment method.
• Pillowcase product page: "100-night risk-free trial", store credit by default, freight fee for a cash refund, items "unworn, unwashed".

If you're a customer, quote the refund policy page in your request and ask support to confirm the window and refund method in writing before you ship.

If you're a merchant, this is the most useful part of the teardown. Every mismatch creates a ticket of its own: "Your FAQ says 30 days, your policy says 100. Which is it?"

1. Split the window by product, not by customer

At Dore & Rose, the long window covers the products you can only judge after a few nights, the pillowcases and sleep masks. Everything else gets 30 days. Do you sell one hero product plus add-ons? Use the same split, and put it in the first line of your policy.

2. Make store credit the default and keep a fair cash option

Store credit keeps the revenue in your business. A cash refund with a stated fee is fairer than refusing cash outright, and it gives customers less reason to go to their bank. Before you take that route, read our guide on what evidence to keep when a partial refund turns into a chargeback, linked at the end of this article.

Write the fee in three places: the policy, the product page and the refund confirmation email. If you skip one, each fee becomes a "why was I charged?" ticket.

3. Ask for evidence at the first contact

The portal asks for a reason and evidence before the parcel ships. For silk, where "unused" is the whole question, this saves several emails. Use the same rule for damage claims: one photo of the item and one of the box, in the first message. Our damaged item reply guide, linked at the end of this article, has the wording.

4. Keep one source of truth

Policy drift happens to every growing store. The policy changes, but the FAQ, help center, product pages and email templates don't all change the same day. Words count too. "Risk-free trial" and "unwashed" on one page make customers ask whether they could actually sleep on it.

Once a quarter, search your site for every number in your policy: days, fees, thresholds. Fix every page that disagrees. Any AI agent you train on old pages will repeat the old answer.

5. Answer care questions before they become tickets

Silk raises care questions. Dore & Rose answers them on the product page: wash at 30°C maximum on a delicate cycle or by hand, no tumble dryer, lay flat to dry. One clear block on the product page saves a ticket every time someone reads it.

Still answering these by hand? Start the 14-day trial and let Relay handle the repeat questions while you keep the final say.

Reply templates for return requests

Copy these and change the names and dates. Each one assumes a policy like the one above.

Inside the window, change of mind:

Hi Emma, your pillowcase was delivered on 2 October, so you're well inside the 100-day window. You can start the return in our returns portal. Please add a photo showing the tags and liner still attached. Return shipping is on you for a change of mind, and you'll get store credit once we've checked the item. Prefer a card refund? Just tell me and I'll explain the freight fee before you ship. Thanks, the support team.

Outside the window:

Hi James, your order was delivered on 3 June, and the sleep mask's return window closed after 100 days. I can't open a return for it. If something is wrong with the mask itself, send me a photo and I'll look at it as a quality issue. Thanks, the support team.

Wrong or damaged item:

Hi Sara, sorry about that. Please send one photo of the item and one of the box. As this was our mistake, we'll cover the return shipping, and you won't need to go through the portal. Thanks, the support team.

Who pays for shipping in edge cases, and what to do with parcels that come back late? Both guides are in the reading list at the end of this article.

Running this return policy with Relay

You teach Relay your policy once: the windows per product, the conditions, the fee and the store credit rule. When a return request comes in, Relay understands what the customer is asking for and finds the Shopify order. It then applies your rules on the window, conditions, fees and store credit, and answers following your rules. It acts only within the permissions you give it. Anything outside your rules goes to your team, and so does any customer who asks for a person.

Your first support hire, without the hire.

FAQ

What is the Dore and Rose return policy? The refund policy page gives 100 days from delivery for silk pillowcases and sleep masks and 30 days for other products. Items must be unused, complete and in original packaging. Return shipping is paid by the customer unless the item was wrong, defective or damaged.

Does Dore and Rose have a returns portal? Yes. The refund policy describes a self-service return portal where you give a reason and supporting evidence. The FAQ page still mentions starting returns by email at hey@doreandrose.com.

Does Dore and Rose refund or give store credit? The product pages say returns are refunded as store credit. A refund to the original payment method has a small freight fee that depends on your location.

Can I exchange a Dore and Rose product? Exchange requests must be made within 14 days of delivery. Once approved, they're settled as store credit, which you use on a new order.

Is Dore and Rose the same as Rose and Dora? No. Dore & Rose sells at doreandrose.com. Rose and Dora is a different store at roseanddora.us. Check the policy on the site you actually ordered from.

Sources: Dore & Rose refund policy, FAQ and Premium Silk Pillowcase product page, read on 24 October 2026. Policies change, so check the brand's own site before relying on them. Relay is not affiliated with Dore & Rose.