Shipping & Delivery Policy

Last Updated: 15 December 2025

1. Introduction & Our Made-to-Order Model

At Dadazz, every product is crafted specifically for you after you place your order. This “made-to-order” model is central to our mission of reducing waste, ensuring exceptional quality, and providing unique, personalised items. This policy outlines your rights and our procedures for returns, exchanges, and withdrawals, balancing our sustainable business practice with our commitment to your satisfaction and legal rights.

2. Key Definitions

  • “Customised” or “Personalised” Product: Any item made according to your specifications, featuring custom text, names, dates, user-uploaded designs, or unique colour/ material choices selected beyond a standard menu option.

  • “Standard” Product: An item selected from our catalogue without any personalisation or customisation.

  • “Consumer”: A natural person acting for purposes outside their trade, business, craft, or profession.

  • “Right of Withdrawal”: The legal right for a consumer to withdraw from a distance contract within a specified period without giving a reason.

3. Your EU Statutory Right of Withdrawal (For Consumers in the European Union)

If you are a consumer residing in a member state of the European Union, you have a legal right to withdraw from your contract within 14 days of receiving the goods, without giving any reason.

3.1 Exercise of the Right
To exercise your right of withdrawal, you must inform us of your decision clearly (e.g., a letter sent by post or email) before the 14-day withdrawal period has expired. You may use the model withdrawal form provided at the end of this policy but are not obliged to do so.

3.2 Effects of Withdrawal & Return Conditions
If you withdraw from this contract, we will reimburse all payments received from you, including standard delivery costs (excluding any supplementary costs for a delivery method other than the least expensive standard delivery we offer), without undue delay and no later than 14 days from the day we receive the goods back or you provide evidence of having sent them back.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having returned them, whichever is earliest. The goods must be returned:

  • Unused, unworn, unwashed, and in their original, saleable condition.

  • With all original tags, packaging, and any accessories.

  • Using a trackable shipping method (we recommend obtaining proof of postage).

3.3 Important Exceptions to the Right of Withdrawal
Pursuant to Article 16(c) and (e) of the EU Consumer Rights Directive (2011/83/EU), the right of withdrawal does not apply to:

  • The supply of goods made to the consumer’s specifications or clearly personalised.

  • The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

Consequently, all Dadazz products that are “Customised” or “Personalised” as defined above are explicitly exempt from this right. The right of withdrawal applies in full only to “Standard” products.

3.4 Return Shipping Costs
You will bear the direct cost of returning the goods for withdrawal.

4. Our Guarantee: Damaged, Defective, or Incorrect Items

We stand by the quality of our craftsmanship. If your order arrives damaged, has a manufacturing defect, or is incorrect (e.g., wrong item or non-customised error on our part), we will resolve it at no cost to you.

4.1 Procedure
Contact our Customer Care team at hi@dadazz.com within 30 calendar days of delivery and provide:

  • Your order number.

  • Clear photographs/video showing the damage, defect, or error.

  • A brief description.

4.2 Our Resolution
Upon validation, we will, at your choice and at our expense:

  • Replace the item with a correct one, or

  • Issue a full refund to your original payment method.
    We will provide you with a prepaid return shipping label if a return is necessary.

5. Goodwill Exchange for Size (Apparel Only)

Beyond our legal obligations, and as a gesture of goodwill, we offer a one-time exchange for apparel items due to size issues.

5.1 Conditions

  • Request must be made within 14 days of delivery.

  • Item must be unworn, unwashed, and in original condition with all tags attached.

  • Exchange is for the same style and colour, for a different size only, subject to stock availability.

  • This goodwill policy does not apply to personalised/customised apparel, which is final sale unless defective.

5.2 Process & Costs
Initiate a request via hi@dadazz.com. You are responsible for the cost of shipping the original item back to us and for any new shipping charges for the replacement item.

6. General Provisions

6.1 How to Initiate Any Request
All returns, exchanges, or withdrawal requests must be initiated by first contacting us at hi@dadazz.com. We will provide instructions and any necessary authorisation (e.g., a Return Merchandise Authorisation – RMA number). Returns sent without prior authorisation may not be accepted or processed.

6.2 Refund Processing Time
All approved refunds will be processed to your original payment method within 14 business days of us receiving the returned item or confirming the resolution.

6.3 Non-Returnable Items
The following items are final sale and cannot be returned under any circumstances other than for defects covered under Section 4:

  • All personalised, custom-made, or bespoke items.

  • Items marked as final sale or clearance.

  • Items that have been worn, washed, altered, or damaged after delivery.

6.4 Shipping Address Accuracy & Unclaimed Packages
You are responsible for providing a complete and accurate shipping address. We are not liable for orders shipped to an incorrect or incomplete address provided by you. Packages returned to us as “unclaimed” or “undeliverable” may be reshipped at your cost or refunded, minus all original shipping charges.

Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract for a Standard product as a consumer in the EU.)

To: Dadazz, [Insert Registered Business Address], Email: hi@dadazz.com

I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ()/for the supply of the following service (*),

Ordered on () ____________ / received on () __________________

Name of consumer(s) _________________________________________

Address of consumer(s) _______________________________________

Signature of consumer(s) (only if this form is notified on paper) __________

Date ________________

(*) Delete as appropriate.