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Return Policy

Return Policy and Order Cancellations

Our Return Policy

You may return any item within 14 days of receiving it (with the exception of special or custom orders—see below). You will receive a refund of the purchase price, minus shipping charges, in the same form of payment used to place your order.

If you wish to make a return or exchange, please visit My Account, email us at info@dorothyfagan.com or call us at 804-366-0990.

Special or Custom Orders

Special orders and custom orders cannot be returned unless they are damaged in transit. 

Gifts

We realize that the 14-day return window may not be feasible for gifts, and we will accept gift returns within a reasonable time frame.

If you return a gift, you may choose to receive a Dorothy Fagan Collection gift certificate or to have the buyer credited for the purchase price of the item.

Items Damaged in Transit

If your package appears damaged, please call us at 804-366-0990 so we can arrange to have it picked up and inspected. Please retain all of the original packing materials.

How to Return an Item

  1. Contact the studio at 804-366-0990 or info@dorothyfagan.com to start the return process or go to My Account to start your return online.
  2. If your order arrived via UPS or USPS, we will provide you with a return service label (except for Canadian customers; please see below). If your order arrived via a freight carrier or blanket-wrap service, please inspect the artwork before signing off on the delivery. To return a freight delivery piece, please contact us to make arrangements.
  3. Repack your order. Use the original packing materials if possible. If the original materials are not usable, use appropriate packing materials with plenty of cushioning. You are responsible for any damage due to improper packaging; please take care to repack items carefully. If you are unsure how to do so, please call us at 804-366-0990 for assistance.
  4. Please send your return within a week of receiving the return service label. Note that you are responsible for return shipping costs.

Canadian Customers

We are unable to provide return shipping labels for Canadian customers. To make a return, please contact the studio at 804-366-0990 or info@dorothyfagan.com for return authorization and return address information. You will be responsible for creating and paying for the return shipping label.

Shipping Costs

You are responsible for shipping costs. We cannot provide refunds for shipping costs, nor can we cover the cost of returning an order.

However, if you are returning an item because it was defective or because it was not the correct item, we will pay the return shipping costs.

Refunds

You can expect a refund 3–5 business days after we receive your return, provided it arrives undamaged. You will be credited for the price of the item minus shipping costs. Please note that we cannot provide refunds for items that have been damaged or altered.

You will receive your refund in the same form of payment used to place your order. If your return was a gift, you may choose to receive a Dorothy Fagan Collection gift certificate or to have the buyer credited for the purchase price of the item.

If you provided an email address when you ordered, we will notify you of the status of your return via email.

Cancellations

Any order—aside from special or custom orders—can be canceled before it is shipped. To cancel an order, please email us at info@dorothyfagan.com or call us at 804-366-0990. You will receive a refund within 3–5 business days in the same form of payment used to place your order.

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