We want you to be happy with anything you buy from Dokkadoki. This page explains your rights and how our returns process works. Dokkadoki currently sells in-store only: there is no online checkout yet: so this policy covers purchases made at the café. covers purchases made at the café.
Faulty or misdescribed goods
Under UK consumer law, if an item is faulty, damaged, or not as described, you have the right to a full refund, repair, or replacement.
Please email us with photos of the fault before returning the item so we can assist you efficiently.
- You can reject the item within 30 days of purchase for a full refund.
- After 30 days (and up to 6 months), we will usually offer a repair or replacement first. If that is not possible, you will be entitled to a refund.
- Sale or clearance items are covered by the same rights.
- We will cover the cost of return postage for faulty or misdescribed items.
Change-of-mind returns (in-store purchases)
If you change your mind about a purchase made in-store, you may return it to us within 30 days, provided that:
- The item is unused, in the same condition you received it, and preferably in its original packaging.
- Some items are not eligible for change-of-mind returns, including:
- Perishable goods (e.g. food, flowers).
- Intimate or sanitary products.
- Hazardous materials, flammable liquids or gases.
- Gift cards.
- Downloadable software or digital content once accessed.
- Certain health and personal care items.
- Proof of purchase is required for all change-of-mind returns.
- Change-of-mind returns must be returned to the café.
Online purchases
We do not currently sell online. If we introduce online or mail-order sales in future, the 14-day cooling-off period that applies to distance purchases under UK consumer law will be added to this page before any online checkout goes live.
Memberships and reading passes
Reading passes and memberships are services rather than goods. Once a pass or membership has been activated at the café, it cannot be cancelled for a refund, but you are welcome to ask us about transferring or upgrading it: email admin@dokkadoki.co.uk and we’ll do what we can.
Refund process
Once your return is received and inspected, we will email you to confirm whether your refund has been approved.
If your return is not approved due to signs of use or damage, we will contact you to discuss the next steps.
- Approved refunds will be processed to your original payment method (or as cash for cash purchases) within 14 days.
- Processing times can vary depending on your bank or card provider.
- If you haven’t received your refund after this time, please check with your bank or card provider, then contact us.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item, please email us at admin@dokkadoki.co.uk before returning it.
- Replacements are subject to stock availability. If a replacement is unavailable, a refund will be issued.
- Exchanges for change-of-mind purchases are not available.
How to return items
Please contact us for our return address.
- For valuable items, we recommend using a trackable shipping service and purchasing shipping insurance. Refunds can only be processed once we have received the returned products.
- Please include your order number (or proof of purchase) inside the parcel so we can process your return promptly.
- We cannot issue a refund for items lost in transit, so we strongly recommend using a tracked service.
Contact us
If you have any questions about refunds and returns, please contact us at admin@dokkadoki.co.uk.
Our customer service team is available Monday–Friday, 9am–5pm. We aim to make your return process as straightforward as possible. Thank you for shopping with Dokkadoki.