All orders can be cancelled until they are shipped: if your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Your satisfaction is our #1 priority.
You can request a refund for faulty products.
If you did not receive the product within the guaranteed time (45 days + 2-5 day processing) you can request a refund or a reshipment. If you received the wrong item you can request a refund or a reshipment (must send us by email pictures where the problem is clearly visible for the request to be approved).
You can submit refund requests within 15 days after the guaranteed period for delivery (45 days + 2-5 day processing) has expired. You can do it by sending a message on the Contact page. If you are approved for a refund, then your refund will be processed within 14 days.
- Your order did not arrive due to factors within your control (e.g. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of DolyGames Shop (e.g. delayed by a natural disaster).
- Products from Belgium: see below:
Products From Belgium
These are all products shipped from Belgium. This is indicated as “from Belgium” on the product page and/or in the product description.
While the free shipping works perfectly fine in the vast majority of cases, for these products, in order to have guaranteed delivery with tracking and signature during receiving, customer must purchase PLUS shipping during checkout (Cart / Checkout). Our Full Refund buyer protection for products from Belgium is only applicable with PLUS shipping.
Do not send your purchase back to us unless we authorize you to do so.