How do I return a delivery?
1. How can I request a return?
You can easily request a return through our return portal. Enter your order number and email address, then follow the steps.
2. I can't find my order in the portal. What should I do?
Please check that:
- You are using the correct order number (without spaces)
- You have entered the correct email address
Still not working? Please contact our customer service team (via service@dopper.com, or via the chat in the right bottom).
3. How many days do I have to request a return?
You can register your return up to 14 days after receiving your order.
Return process via the portal
4. What happens after I submit my return request?
Once your request has been submitted, you'll immediately see which solution is available for your situation:
- Return the product
- Replacement
- Refund
- Or a returnless solution (no need to send anything back)
5. Do I always need to return the product?
No. In some cases, you don't need to return your product. The portal will automatically indicate what applies to your situation.
6. How do I know if I need to return my product?
This is determined automatically in the portal based on the product, the reason for return, and other criteria.
Returnless returns (no return required)
7. What does it mean if I don't have to return my product?
This means your return has been approved without requiring you to send the product back. You'll receive a refund or another solution, and you may keep the product.
8. Why don't I always have to return a product?
For some products, returning them is not necessary because:
- The return shipping costs are higher than the product value
- The product cannot be resold
9. What should I do with the product if I don't return it?
We recommend that you:
- Continue using it
- Give it away or donate it
- Recycle it where possible (read more here)
10. Can I choose a returnless option myself?
No. This is determined automatically by the system based on your return request.
Refunds & replacements
11. When will I receive my refund?
Once we have received your return, the refund process will begin. Depending on your payment method, it may take several business days for the refund to appear.
12. Can I choose an exchange or store credit?
At this time, we only offer refunds. Exchanges and store credit are not available.
13. Why don't I always see the same options?
The available options depend on the product and the reason for the return.
Returning a product (if applicable)
14. How do I return my product?
If your product needs to be returned:
- You will receive instructions or a return label in the portal
- Follow the steps provided to ship the package
15. Do I have to pay return shipping costs?
This depends on the reason for the return and the applicable return conditions.
Conditions & assessment
16. Do I need to provide proof (such as photos)?
In some cases, we may ask for photos or additional information to assess your return request.
17. Can my return request be rejected?
Yes. A return request may be rejected if it does not meet the return conditions (for example, if it is submitted outside the return period or if the product has been misused).
18. What if my product is defective?
Please indicate this in the return portal. We will provide an appropriate solution, such as a replacement or a refund.
Why do we take a critical look at returns?
When you return a Dopper product, the delivery has already left an environmental footprint. Transport and packaging materials contribute to CO2 emissions. That’s why it makes sense to handle returns responsibly.
At Dopper, we don’t use filler materials. Our shipping boxes are designed so that your bottle stays in place and doesn’t get damaged. Did your order arrive damaged anyway? Then, of course, we’ll send you a new product as soon as possible. By returning your damaged order as sustainably as possible, you’re helping us—and the planet—a great deal.
What happens to returned Dopper products?
As soon as your returned Dopper product arrives, we inspect it thoroughly. Is the bottle still fresh and as good as new? Then it gets a second chance in our assortment. Does it have minor imperfections, like a dented box, but still functions perfectly? Then we give it a second life as a Second Life product. This way, we save about 85% of all returned products. The rest? We reuse them where possible or donate them to partners.
How can you help?
Want to help make your return as sustainable as possible? Pack your Dopper product properly (preferably in the original packaging), combine multiple returns in one box, avoid using duct tape, and take your package to a drop-off point by foot or bike if possible. Together, we can make the world a little cleaner.