- Delivery and Order Tracking
- Returns, exchanges and refunds
- Payments and promotions
- Best practices for caring of clothes
- Terms & Conditions
- Customer Care
- Customer Service Policy
Please be aware that the delivery times and shipping costs may vary based on the selected delivery method for your purchase. It’s important to note that during sale periods and promotions, the delivery time may be extended.
|Type of delivery
|3 to 7 Business days
Rest assured, we will keep you informed via email as soon as your package is dispatched from our warehouses. Kindly note that we regretfully do not offer deliveries to post office boxes.
Easily track and manage the status of your online purchases by accessing “My Account.” If you have an existing account, simply log in using your email address and password. For guest purchases, enter your email address and the order number you wish to check. In this case, please make sure to log in from the My Purchases section.
It is possible to update the delivery address for an order while it is still being processed in our warehouses. However, once the order is prepared for dispatch or handed over to the carrier, we are unable to make any changes to the address.
To verify the status of your order, please refer to the “My Purchases” section. If you believe there is still time to make changes, kindly contact our Customer Service team for assistance.
Rest assured, we are continuously striving to improve this process to provide you with greater convenience.
If you have had a change of mind and wish to cancel your order, you can submit a cancellation request through our help form. We will review your request and determine if cancellation is still feasible.
Please bear in mind that if your order is already prepared for shipment or has been handed over to the carrier, the cancellation will no longer be possible.
Nevertheless, please be aware that you have a 100-day window from the date of dispatch to initiate a return for any items you no longer desire.
If any of the items you purchased were unexpectedly sold out and not shipped to you, we will notify you via email. Additionally, we will refund you the amount paid for the out-of-stock items and any delivery charges using the original payment method.
We apologize for any inconvenience caused and regret that we were unable to fulfill your order completely.
We apologize if any of the items you received are not as expected. To initiate a return for an incorrect or defective item, please indicate the reason on the return form. In case you cannot locate the return form, you can download it from your purchase details. Once we receive the returned items in our warehouse, we will promptly refund you the amount paid for the items along with the shipping costs.
You have 100 days from the dispatch date of your order to make exchanges and returns. Choose the type of return that best suits your needs:
We offer convenient payment options for your online purchases:
Debit or Credit Card:
Pay for your purchases instantly using your debit card or opt to pay later with your credit card. We accept Visa, and Mastercard, providing you with flexibility and choice.
Safeguard your information and enjoy quicker checkout by using your PayPal account. Simply enter your email address and password during the payment process. Please note that you will be redirected to the PayPal page to complete your purchase. Additionally, by linking your PayPal account to your account, you can save your details for future shopping, saving you time with each transaction.
Request an invoice for your online purchases before finalizing your order. Select the option “I want to receive an invoice” and fill in your details. If you have already made your purchase and forgot to request an invoice, please contact Customer Service so that they can send you one.
To use your promotional code, please follow these steps before completing your purchase. Look for the designated field labeled “promotional code or gift card or Promo Code” where you can enter your code. Please note that only one code can be applied per purchase. If you do not see a discount applied, kindly review the promotion conditions and check the expiry date. It is possible that the code may have expired or the items you have selected may not be eligible for the specific promotion.
DULCE BONITO is a proudly Canadian-owned company based in Saskatchewan, Canada. Our dedicated Customer Care is diligently assisting you. For quicker assistance, kindly refer to our FAQ section. We sincerely appreciate your understanding and patience.
For phone support availability Monday – Sunday: 9 am – 9 pm (CST)
Please feel free to send us a message via Facebook Messenger.
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Feel free to send us an email by clicking the link here. We aim to reply within 24 hours.
At DULCE BONITO, our commitment to exceptional customer service is woven into the fabric of our brand. We understand that our customers are at the heart of our success, and we are dedicated to creating a shopping experience that goes beyond transactions. Our comprehensive customer service policy encompasses various aspects to ensure that every interaction reflects our values of transparency, quality, and customer satisfaction.
1. Customer-Centric Approach:
- Customer Satisfaction: We operate with a customer-first mindset, aiming not just to meet but to exceed customer expectations at every touchpoint.
- Proactive Service: Anticipating customer needs, our team proactively engages in problem-solving and providing assistance, ensuring a seamless shopping experience.
- Timely Notifications: From order confirmations to shipping updates, we keep our customers informed at every step.
- Two-Way Communication: We encourage open communication, actively seeking and valuing customer feedback to drive continuous improvement in our services.
- Multi-Channel Support: Our customer service channels, including phone, email, and chat, are accessible to provide assistance and answer inquiries.
- 24/7 Availability: While we operate during standard business hours, we provide resources and FAQs on our website to support customers outside these hours.
4. Product Information:
- Detailed Product Descriptions: Our website features comprehensive and accurate information about our products, including sizing charts, materials, and care instructions.
- Expert Assistance: Our customer service team is trained to offer expert advice on our products, ensuring customers make well-informed purchase decisions.
5. Order Processing:
- Efficient Order Fulfillment: Orders are processed promptly to minimize waiting times for our customers.
6. Returns and Exchanges:
- Transparent Policy: Our returns and exchanges policy is transparent and customer-friendly, with clear instructions provided on our website.
- Efficient Process: Customers can expect a straightforward and efficient process for returns and exchanges, handled with empathy and professionalism.
7. Quality Assurance:
- Commitment to Quality: We take pride in delivering high-quality products and in the rare instance of a defective item, our customer service team is ready to assist in resolving the issue promptly.
8. Privacy and Security:
- Confidentiality: Customer data is treated with utmost confidentiality, adhering to strict privacy regulations.
- Secure Transactions: Payment information is processed securely, ensuring the protection of sensitive financial data.
9. Customer Feedback:
- Feedback Loop: We actively seek customer feedback, considering it a valuable source of insights for enhancing our products and services.
- Continuous Improvement: Customer feedback is not just heard but acted upon, contributing to ongoing improvements in our offerings.
10. Community Engagement:
- Active Presence: We engage with our customer community through various channels, including social media, responding to inquiries, and fostering a sense of community.
- Exclusive Offers: Community members may receive exclusive offers, creating a sense of belonging and appreciation.
11. Training and Development:
- Ongoing Learning: Our customer service team undergoes continuous training to stay updated on product knowledge, industry trends, and customer service best practices.
- Empowered Team: An empowered and knowledgeable team is essential in providing superior service to our customers.
12. Resolving Issues:
- Fair Resolution: In the event of customer issues or disputes, our commitment is to fair and prompt resolution, always with the aim of achieving customer satisfaction.
- Learning Opportunities: Each resolved issue is viewed as a learning opportunity, contributing to our ongoing quest for service excellence.
By embracing these principles, DULCE BONITO seeks not only to provide products but to create enduring relationships with our customers. Our goal is to be a trusted companion in their fashion journey, delivering not just garments but an exceptional and personalized experience.