Refund Policy
Updated October 20, 2026. Applies to orders placed after this update is published.
Drolette is operated by Prairette Limited. Check the style, measurements, artwork and address before ordering. For help, email support@drolette.com with your order number. We normally reply within 1–2 business days.
14-day returns for all destinations
For eligible non-personalized garments, including orders to the United States, EU, UK and our other delivery destinations, notify us within 14 days after delivery if you wish to return an item because you changed your mind or chose the wrong size, style or design. Send it back within 14 days after notifying us. For our voluntary change-of-mind service, the garment must be unworn apart from trying it on, unwashed, clean and in its original condition, with any supplied tags. Genuine personalized garments remain excluded from change-of-mind returns where law allows; faulty or incorrectly supplied items keep their legal remedies.
No handling fee; return postage by region
We charge no handling, restocking or payment-processing fee for an accepted return. For a change-of-mind return, you pay direct return postage. Its actual amount varies by your region, the return destination, carrier, service and parcel weight. You may arrange tracked postage and pay the carrier directly. If we offer a return label, we will quote its actual cost for your agreement before issuing it; that postage is paid once, either separately or deducted from the refund as agreed. Return postage is quoted separately from the delivery rates shown at checkout.
For voluntary change-of-mind returns outside the EU and UK, the original outbound delivery charge is normally not refunded unless applicable law or an existing order promise requires otherwise. For eligible EU/UK statutory withdrawals, we also refund the applicable standard outbound delivery charge as required by law. Necessary postage for a fault, damage, misdescription or incorrect item we are responsible for is at our expense. Other mandatory consumer protections always take priority.
EU and UK: legal withdrawal rights
For eligible non-personalized online purchases, notify us of withdrawal within 14 days after delivery, then send the goods back within 14 days after notification. No reason is required. Email us for the return address; any other clear withdrawal statement is also accepted. You normally pay direct return postage. We refund the goods and applicable standard outbound delivery charges, without a restocking or handling fee, within the legal deadline: generally 14 days after notice, with withholding until receipt of the goods or proof of dispatch where permitted. Inspection and trying on as in a shop are allowed; excessive handling may justify a lawful deduction.
Goods genuinely made to your specifications or clearly personalized, such as garments with your uploaded photo or supplied names, may be excluded from this change-of-mind right where permitted. Choosing a standard size and an existing catalog design does not alone make an item personalized. For goods from one order delivered separately, the applicable withdrawal period runs from receipt of the last item.
EU consumers retain the applicable minimum two-year legal guarantee for goods that are faulty or do not conform to the contract. UK consumers retain the applicable 30-day short-term right to reject faulty goods and subsequent statutory remedies. These are legal protections, not an additional store warranty, and are not replaced by a shorter reporting deadline.
Faulty, damaged, misprinted or incorrect items
Contact us as soon as you notice a problem. Include your order number, a description and, where reasonably possible, clear photos of the garment, issue and packaging. We will assess the order and provide the remedy required by applicable law, which may include repair, replacement, a price reduction or refund. Necessary return or replacement shipping for a fault we are responsible for is at our expense. Personalized products keep these rights. There is no store-imposed 7-day deadline that removes rights for faults discovered later.
Cancellations and order changes
Contact us immediately if you need to cancel or change an order. We will check its production and shipping status; changes outside any legal cancellation right cannot be guaranteed once work has started. This does not limit EU or UK withdrawal rights that apply to your purchase.
How to send a return
Contact support@drolette.com for the correct return destination and instructions. The registered office and the address on a shipping label may not be return facilities. Keep proof of dispatch and pack the item securely. Contacting us for instructions does not make statutory withdrawal conditional on our approval. We will explain any relevant postage responsibility before return.
Refunds
Refunds go to the original payment method within the applicable legal deadline. We will confirm the amount and processing status. Your bank or payment provider may need additional time to display the credit; contact us if it has not appeared. Bank processing time does not extend our legal deadline for issuing a refund.
Model withdrawal form
You may copy the form below to notify us of a legal withdrawal. Using it is optional; any clear statement of withdrawal is sufficient. Send the notice to support@drolette.com or Prairette Limited at the registered address below. That address accepts notices; request the correct destination separately for returned goods.
To: Prairette Limited (Drolette), RM 536, 26/F, Delta House, 3 On Yiu Street, Shatin, New Territories, Hong Kong; support@drolette.com
I/We give notice of withdrawal from my/our contract for the following goods: ______
Order number (if available): ______
Ordered on / received on: ______
Consumer name(s): ______
Consumer address: ______
Signature (only if sent on paper): ______
Date: ______
Delivery problems
For missing, damaged or incorrectly addressed deliveries, contact us with the order and tracking details so we can investigate with the carrier. Responsibility and remedies are determined by the circumstances and applicable law. See our Shipping Policy for current delivery rates and times.
Earlier orders and mandatory rights
Orders placed before publication of this update keep the return and exchange promises in force when purchased. We honor any return or exchange promise expressly made for your order at purchase, including during the website update. Nothing here removes mandatory consumer rights in the EU, UK or any other destination we serve. Mandatory rights take priority wherever they give greater protection. The 14-day return service above has no handling or restocking fee and applies to new orders without reducing earlier order promises.
Contact
Prairette Limited (trading as Drolette)
RM 536, 26/F, Delta House, 3 On Yiu Street, Shatin, New Territories, Hong Kong
support@drolette.com
Contact us for the return destination before posting a parcel.