Return Policy

What is our Policy?

You can submit any item within 28 days of receipt for a return of that item or to exchange it for a different size or color.

We will refund the monetary value of the goods returned to us, at the price you purchased them.

We will be happy to exchange a product provided it is in fully resalable condition and in original, undamaged packaging along with the invoice. If we find that the product has not been returned to us in fully resalable condition, we reserve the right to refuse the exchange.

The goods are your responsibility until they reach us. Please ensure your package does not get any damage during return period. We are not responsible for any items that are returned to us in error.

How to Return?

Returns can be made through either of these options,

  • Courier Service

Complete the online Returns Form including following details.

  • Order Number
  • Reason to Return
  • Refund or Exchange
  • At our Stores

Fill out the Returns Form enclosed with your order and handover a sales person at any “Dilly & Carlo” stores along with the item you wish to exchange/ return.

  • No 175, Bauddhaloka Mawatha, Colombo 00400, Sri Lanka (Telephone: +94 11 4 528625)
  • K Zone, A2, Moratuwa, Sri Lanka (Telephone: +94 11 2 648877)
  • Sir Ernest de Silva Mawatha, Colombo, Sri Lanka (Telephone: +94 11 2 693344)
  • Shop No. L 09, Crescat Boulevard, Galle Rd, Colombo 00300, Sri Lanka (Telephone: +94 11 2 433064)
  • No .38, Ground Floor, Liberty plaza, Galle Rd, Colombo 00300, Sri Lanka (Telephone: +94 11 2 565469)
  • No. 62/1, Chatham St, Colombo 00100, Sri Lanka (Telephone: +94 11 2 336795)
  • G54 & G55, K Zone, Kapuwatta, Negombo Rd, Ja-Ela, Sri Lanka (Telephone:  +94 11 2 071191)

Please note that order number is very important when you are returning an item. Without these details we won't be able to take the action. You can login to your account and find these information under ‘My Orders’ section.

How to Exchange?

We will be unable to release the exchanged product until the original product has been received. We can reserve the product to ensure you receive the product of your choice. A delivery charge will apply unless the goods are incorrect, damaged or faulty.

Delivery Charges

We will usually refund you what you paid for the goods but not the delivery charge.

We will refund your original delivery charge when a product is faulty or damaged, but not when a product is needed to be exchanged with a different colour or a size.

How to Change or Cancel an Order?

If you wish to change or cancel an order, contact us on +94 11 000000 between 9 am and 5 pm, from Monday to Friday. Please have the order number and date of order at hand.

If your products have already been delivered, then you will need to follow our Returns Procedure.

Errors in Refunding

We are very sorry if we have made a mistake on your refund. Please get in touch with our Customer Care division and they will sort it out for you as soon as possible.

Sorry! Unable to Refund or Exchange some products

The following goods may not be returned except pursuant to your statutory rights, beds and associated bedding,

  • Toiletries
  • Perfumery
  • Cosmetics
  • Pierced Earrings
  • Accessories
  • Lingerie
  • Hosiery
  • Millinery
  • Swimwear
  • Food
  • Drinks
  • Periodicals
  • Books & Magazines

Keep Updated

As soon as your return has been processed, you will be informed by an e-mail.

Please get in touch with our Customer care division through info@dillyandcarlo.com for more clarifications.

Please note: The above policies are subject to change by Dilly’s Fashions (Pvt) Ltd. management at anytime without prior notice.