Refund policy

Last updated: 2026

Preamble

Each parcel leaves our atelier carefully prepared, with tracked carriage and discreet packaging. The following describes how, when, and where we deliver Products purchased on the www.thedragonmaiden.com website (the "Site").

1. Delivery Area

We despatch to the destinations made available at checkout (the "Delivery Area"). Orders cannot be placed for delivery addresses situated outside this Delivery Area; any such address will be refused during the ordering procedure. If your destination is unavailable at checkout, please write to us — we may be able to make alternative arrangements.

Notably for security and authenticity reasons, Dragon Maiden shall not process any order for which a general delivery address, a P.O. box, a parcel locker, a parcel pick-up service address, or a freight-forwarding company address has been provided.

2. Order Processing

Orders are processed within one (1) to two (2) business days. A tracking number will be sent once your order ships. Orders will not be processed during weekends and public holidays; if you place an order later than 12:00 pm of the day before a weekend or public holiday, your order will only be processed on the next business day.

3. Time Required for Delivery

The delivery times below are counted from the time of Dragon Maiden's acceptance of your order. Under normal circumstances, please allow:

- Domestic: one (1) to three (3) business days

- Asia-Pacific: three (3) to five (5) business days

- Europe and North America: five (5) to eight (8) business days

- Rest of world: seven (7) to fourteen (14) business days

These windows are indicative. We will provide a tracking number once your parcel leaves us. Whilst every effort is made to meet the delivery times quoted, Dragon Maiden does not provide absolute guarantees; the Site uses reputable couriers, but occasionally, due to unforeseen circumstances such as carrier delay or customs hold, delays may occur. For Products indicated on the Site as having a possibility of delayed delivery, Dragon Maiden reserves the right to delay the delivery.

4. Shipping Costs

Standard shipping is offered complimentary on orders above the threshold shown at checkout. Express options, where available, are charged at cost and shown before you confirm your order. In case you choose a chargeable shipping method and pay the shipping cost, the shipping cost will not be refunded in case of return.

5. Duties and Taxes

For domestic orders, all applicable taxes are included in the price at checkout. For international orders, duties and import taxes may be assessed by the destination country and remain your responsibility, unless otherwise stated at checkout; where these are payable on delivery, the carrier will contact you directly. We are unable to mark parcels as gifts or to under-declare their value, as this would breach customs regulations.

6. Receiving the Parcel

A signature may be requested on delivery. The customer must ensure the delivery address provided is accurate and complete, as successful delivery to the address provided shall discharge Dragon Maiden from any responsibility. On receipt, we ask that you inspect the parcel before signing; should it appear damaged, please note this on the carrier's record where possible and write to us promptly at global@thedragonmaiden.com.

7. Risk and Title

Risk of loss or damage passes to you from the moment the Products are delivered to the address specified when placing your order. Title to the Products remains with Dragon Maiden until full payment has been received.

8. If Delivery Cannot Be Completed

In case of failure to deliver, or late delivery exceeding eight (8) business days, you shall notify us immediately at global@thedragonmaiden.com. If our Products cannot be delivered to the address provided after three (3) consecutive attempts, we will contact you to inform you that the Products cannot be delivered despite reasonable attempt, and the sale contract will automatically terminate without further action required. We will then arrange re-despatch (at additional carriage cost) or issue a refund less the original shipping cost, in accordance with the Refund Policy.

9. Contact

If your parcel has not arrived within the expected window, or if anything else concerns you, write to us at global@thedragonmaiden.com. We will trace it with the carrier and respond within two business days.

Refund Policy

Preamble

1. Right of Returns, Exchanges and Refunds

The general refund policy of Dragon Maiden allows you to return a Product purchased on the Site within fourteen (14) calendar days from the date you receive the Product, or to exchange a Product within thirty (30) calendar days from the date of the relevant sales invoice, provided the Products to be returned or exchanged satisfy all requirements set out in Section 2 below. Subject to applicable law, beyond these periods you will no longer be able to exercise your right of return or exchange.

2. Return and Exchange Conditions

2.1 General requirements

Returned and/or exchanged Products must still be saleable, and must not have been used, worn, altered, washed, stained or damaged. The returned Products should be in their original condition and packaging (all original packaging intact, including the box, dust bag, packaging materials, accessories, fittings, labels, trademark signs, certificates and instruction cards), with all labels and/or signs intact and sealed where applicable, together with the original sales receipt or invoice and all gifts (if any).

2.2 Special conditions — fragrances, beauty, and care products

For reasons of hygiene and quality, fragrances, soaps, beauty and care products must not have been opened or unsealed, and must be returned in their original packaging with any transparent sealing film intact. If the seal has been opened or removed, the Product will not be accepted for return or exchange.

2.3 Special conditions — intimate apparel and hosiery

For reasons of hygiene and quality, undergarments, intimate apparel and hosiery must be returned in their original packaging, unopened and with any seal intact. If the packaging or seal has been opened or removed, the item will not be accepted for return or exchange.

2.4 Special conditions — footwear

Footwear must be tried on clean, dry and non-abrasive surfaces to prevent irreparable damage to the soles or any part of the shoe. If footwear has been worn, altered, washed, stained or is in a damaged condition, the Product will not be accepted for return or exchange.

2.5 General limitations to exchanges and/or refunds

- Personalised, bespoke and/or made-to-measure Products cannot be returned or exchanged.

- Products marked "final sale" at the time of purchase cannot be returned or exchanged.

- One Product may only be returned or exchanged once; an exchanged Product cannot be exchanged again.

- Any Product showing signs of wear, alteration, or damage caused after delivery cannot be returned or exchanged.

3. Procedure for Returns

You may return any Product ordered on the Site within fourteen (14) calendar days from the receipt date, together with the accessories, original sales invoice, certificates, instruction cards, all tags and all gifts (if any), to the address we designate, subject to the conditions in Section 2.

To begin, write to us at global@thedragonmaiden.com with your order number and the reason for return. We will respond within two business days with return instructions and, where applicable, a prepaid return label. Pack the Product, accessories, original sales invoice, instruction cards, certificates and all tags and gifts, together with the original packaging, into the original package box. Seal the box properly and prepare it for collection by our designated delivery service.

For the avoidance of doubt, the collection of the returned Product does not mean the Product is accepted for return; whether the Product is accepted shall be subject to the further assessment of Dragon Maiden. Following receipt of your returned Product, Dragon Maiden shall assess the Product for the purposes of determining whether to accept the return, and reserves the right not to accept the return of any Product at its discretion. We will notify you whether the return has been accepted. If accepted, Dragon Maiden will process the refund. Otherwise, Dragon Maiden will send the Product back to the address in the purchase order without refund.

If you choose another delivery method for your own reason, Dragon Maiden will not bear the cost nor any damage caused by the return. In this case, we advise you to take out the insurance offered by your carrier. Dragon Maiden will not be liable if any Product you wish to return is lost, sent to the wrong address or delivered late, insofar as you must bear the risks of the shipment method you have chosen and initiated.

4. Risk in Transit

Until the Product returns to our atelier, the risk of loss or damage remains with you. Where you choose to use a carrier other than the one we provide, we recommend that you insure the parcel for its full value.

5. Exchanges

You may exchange a Product for another of equal or greater value only; where the item to be exchanged is of higher value, you shall also pay the difference in price. A Product that has already been exchanged once cannot be exchanged again.

6. Refunds

We strive to issue refunds as quickly as possible, within fifteen (15) business days after your returned item is received and accepted in accordance with this Refund Policy, crediting the same payment account used for the purchase. Under no circumstances will you be granted credit notes or vouchers in lieu of refund.

Please note that your bank may take up to a further ten (10) business days to issue the refund to your card, depending on processing times. This may vary among card issuers; we have no control over this process or the corresponding processing times. In any event, you will not incur any fees as a result of the reimbursement, but we may withhold the refund until we have received the item back, or you have supplied evidence of having sent it back, whichever is the earlier.

7. Gifts

A Product received as a gift may be returned in accordance with this Refund Policy provided it satisfies the return conditions; the refund, however, will only be paid back to the account of the purchaser. Otherwise, an exchange for a Product of equivalent or greater value is possible, with any difference in price paid by the recipient of the gift.

8. Determination

Dragon Maiden may determine, at its sole discretion, whether or not the condition of a Product is eligible for return or exchange.

9. Inaccurate Information

You shall not have any right of refund, exchange or return of Products if we cannot deliver a correct Product to you due to incomplete or inaccurate information provided by you. Furthermore, Dragon Maiden shall not be held responsible for any loss, damage, claim, cost or expense arising out of or in connection with the returns, exchanges and/or refunds procedure in this Refund Policy if you fail to truthfully and accurately provide us with the information we have asked you to provide.

10. Contact

If any aspect of your order has not met your expectations, write to us at global@thedragonmaiden.com before initiating a return. Many concerns can be resolved more simply than a return — and we would rather hear from you first.