Refund policy

Last Updated: June 23, 2026

At Dctrm, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we are here to help.

This Return & Refund Policy explains our return eligibility, return process, return shipping responsibilities, refund procedures, and customer support information.

This policy applies to purchases made through https://www.dctrm.com.

1. 30-Day Return Window

We offer a 30-day return policy.

You may request a return within 30 days after your order has been delivered.

To be eligible for a return, the item must:

  • Be unworn and unused

  • Be in the same condition in which it was received

  • Include all original tags

  • Be returned in its original packaging

  • Be accompanied by proof of purchase, such as your order number or receipt

Items that do not meet these requirements may not qualify for a refund.

2. How to Start a Return

To request a return, please contact us at hello@dctrm.com within 30 days of delivery.

Please include:

  • Your order number

  • The email address used when placing the order

  • The reason for your return request

After reviewing your request, we will provide return authorization and detailed return instructions, including the appropriate return address.

Please do not return products without receiving return instructions from our customer support team. Unauthorized returns may be delayed or may not be accepted.

3. Return Method

Returns are accepted by mail only.

We recommend using a trackable shipping service and retaining the shipping receipt or tracking number until your return has been fully processed.

4. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

Customer Responsibility

Customers are responsible for return shipping costs when returning items due to:

  • Change of mind

  • Incorrect size selected

  • Incorrect color selected

  • Personal preference

  • No longer wanting the item

Dctrm Responsibility

If the returned item is defective, damaged during delivery, or the incorrect item was received, Dctrm will cover the reasonable return shipping cost or provide a prepaid return shipping label where applicable.

5. Damaged, Defective, or Incorrect Items

Please inspect your order promptly upon delivery.

If you receive a damaged, defective, or incorrect item, please contact us at hello@dctrm.com, preferably within 48 hours after delivery.

Please provide:

  • Your order number

  • Clear photographs of the product

  • Photos of the packaging

  • Images showing the issue

After reviewing the information provided, we will determine the appropriate resolution, which may include a replacement, refund, or another suitable solution.

Submitting a report within 48 hours helps us investigate shipping-related issues promptly and does not affect any rights available to you under applicable consumer protection laws.

6. Non-Returnable Items

The following items are generally not eligible for return:

  • Products marked as Final Sale or Non-Returnable

  • Gift cards

  • Personalized or custom-made products

  • Items that have been worn, washed, altered, damaged after delivery, or returned without original tags or packaging

7. Exchanges

We do not offer direct product exchanges.

If you would like a different size, color, or style, you may return an eligible item in accordance with this policy and place a new order after your return has been approved.

If your item is defective, damaged, or incorrect, please contact us so we can review your request and provide an appropriate solution.

8. Refunds

After we receive and inspect your returned item, we will notify you of the outcome of your return request.

If your return is approved, your refund will be issued to the original payment method used for the purchase.

Refunds are generally processed within 7–10 business days after the returned item has passed inspection.

Please note that your bank, credit card issuer, or payment provider may require additional time before the refund appears on your account.

9. Original Shipping Charges

Shipping charges paid during checkout are generally non-refundable, unless the return is the result of:

  • A defective product

  • A damaged product

  • An incorrect item shipped by Dctrm

Original shipping charges and return shipping costs are handled separately according to the circumstances of the return.

10. Restocking Fee

Dctrm does not charge a restocking fee for eligible returns.

11. Return Address

Returns must be authorized before they are shipped.

After your return request has been approved, our customer support team will provide complete return instructions.

Return Address

125 S Reynolds St
Alexandria, VA 22304
United States

Please include your order number or return authorization information inside the package to help us identify and process your return efficiently.

12. Contact Information

If you have any questions regarding returns, refunds, damaged items, or return eligibility, please contact us.

Dctrm

Website: https://www.dctrm.com

Business Address

125 S Reynolds St
Alexandria, VA 22304
United States

Email: hello@dctrm.com

Phone: +1 (302) 825-2183

Business Hours

Monday – Friday
9:00 AM – 6:00 PM CT

We aim to respond to return and refund inquiries within 24–48 business hours.

We are committed to providing a fair, transparent, and efficient return and refund experience for every customer.