Frequently Asked Questions (FAQ)
How fast can you answer my question?
We answer messages and emails in the order we receive them and respond within 24 hours.
Can I change my delivery address after the order is placed?
If you need to update your delivery address, please contact us immediately after placing your order at support@dulcira.com or by calling +31 85 250 2549.
Please note that we cannot guarantee any change once an order has already been dispatched or shipped.
Once your order has been dispatched, you may still exercise your 14-day right of return in line with our Return and Refund Policy.
How long is the processing time?
Processing time is typically 1–5 business days from the day the order is placed. Processing takes place Monday to Friday, with a daily cut-off time of 12:00 AM GMT. Once processing is complete, your order will be dispatched promptly.
How long is the shipping time?
The shipping time starts after the order has been dispatched. The shipping of your order typically takes between 1–5 business days (Monday to Friday).
Will my order come in one package?
Depending on the size of your order, you may receive separate packages that could arrive 1–2 business days apart.
Out of stock/backorder items:
If any items are out of stock, we will notify you via email. If they are not expected back in stock within two weeks, we will refund you automatically.
I received a damaged item, what should I do?
We apologize your shipment did not arrive in perfect condition. Please contact us with your name and order number for assistance.
How can I track my order?
You can track your order by using the "Track My Order" option in the main menu or footer and entering your tracking number. Need help? Our team is ready to assist.
Why is my tracking number not working?
Tracking numbers sometimes take 24–48 hours to activate. If yours doesn’t work after 48 hours, contact us at support@dulcira.com and we will assist you.
Which shipping company do you use?
For customers in the United Kingdom, we use Royal Mail.
Can I return my product?
Yes. You have the right to request a return within 14 days of receiving your order. The return window begins on the day your complete order is delivered.
In what condition must the products be in order to be returned?
Items must be returned in good condition, either new or slightly used, and in their original packaging. Products showing excessive wear, damage, or missing parts not due to our error will not be accepted for return.
We cannot accept returns requested after the 14-day period has passed.
What is the return process?
If you would like to return an item, please follow this process:
- Download and print the Return Form.
- Complete the form and include it inside your return package.
- Send your return to the following address:
GTE Brands B.V.
Newtonlaan 115
3584 BH Utrecht
Netherlands - Use a shipping method with Track & Trace.
- After posting your return, email the tracking code to support@dulcira.com so we can monitor the shipment.
Return shipping costs are the customer’s responsibility.
Exception: If you received an incorrect or damaged item, we will provide a free return label via email and cover the return shipping cost.
Please repackage your item(s) securely, preferably using the original packaging. Returns without a completed return form or valid tracking information cannot be accepted.
How much is the restock fee?
We do not charge a restocking fee.
When will I receive my refund?
Once we receive and inspect your return, we will notify you of the result. If your return is approved, a refund will be issued to your original payment method within 5 business days.
Additional processing time may be required by your bank or credit card provider before the refund appears in your account.
For further questions, please contact us at:
Address: Newtonlaan 115, 3584 BH, Utrecht, Netherlands
Email: support@dulcira.com
Telephone: +31 85 250 2549
Chamber of Commerce number: 81637810
VAT number: NL862165520B01
Company name: GTE Brands B.V.
Store name: Dulcira
Opening hours:
Monday–Friday: 8:00 AM–6:00 PM GMT
Saturday–Sunday: Closed
Public holidays: Closed