FAQs

How do I contact you?
For any general questions or concerns about your order or experience please contact our support email address at keepinitdolcestore@gmail.com or send us a phone call at 1 (246) 547-8733

What are the hours for your customer service live chat?
Our hours for our support line and live chat are 9AM to 5PM from Monday through Friday.

How do I contact you regarding a business inquiry?
For all business inquiries please contact our business email address dolceofficialent@gmail.com

ORDERS

I have ordered a Presale item, when should I expect it?
Due to popular demand, there are times that we completely run out of stock of your favorite items.

By ordering a Presale, this item allows you to ensure you don't miss out on securing your favorite goodies the next time they become available. Once you place an order for a presale item, this automatically secures your place on our priority list, making you one of the first to receive this item, once back in stock. The estimated date of shipping will be displayed at the top of the product, in the product description. Once your Presale item has been dispatched for delivery, you will receive a conformation email notifying you that your order has been shipped!

If you have purchased a presale item(s), you have acknowledged and accepted that your order will be processed at the specified date which is provided for the presale item(s). Presale orders will not be cancelled if the customer fails to acknowledge the delayed shipment for presale items.

If you purchase a presale item, or if your order contains a presale item, your order will not be fulfilled and processed until the date specified for presale items to be processed. Orders cannot be partially processed, if you would like all other items to be sent out before the estimated dispatch for Presale items, you will need to place them in a separate order.



How do I change or cancel my order?
Please note that ALL SALES ARE FINAL as also described in our return policy down below, orders are not eligible for a cancellation request once placed unless they fall into one of the specific reasons listed below.

We will only cancel orders if your order is one of the following,
1.) If your order has taken more than 14 business days to ship out and you would like to request a cancelleation, we will oblige by your cancellation request.

2.) In the event of an item being out of stock you may request a cancellation or swap to an item of equal value.

3.) If you have made an error on your order in regards to sizing and or color you may request for a cancellation.

If your order does not fall into one of the above reasons then it unfortunately is not eligible for a cancellation request and is subject to our terms and conditions stating that ALL SALES ARE FINAL.

Please note that once an order is cancelled/refunded it may take up to 3-5 business days for your refund to fully process.

What payment methods do you accept?
Keepin IT Dolce Official offers several payment options for your convenience. We accept Visa, MasterCard, Discover and American Express cards. We also take PayPal, Amazon and store credit via Keepin IT Dolce Official E-Gift Cards.

Why was my order cancelled?
Every order is unique so reasons for cancellations and delays vary. Keepin IT Dolce Official strives to keep merchandise status up-to-date but occasionally there are situations when an item may be out of stock and not evident until the fulfillment process. This can be due to damaged items, high order volume, etc.
Your order may be have been cancelled due to declined by our security verification system. They can be, but not limited to:
-Quantity of items ordered
-The address and telephone number you provided for your credit card account does not match what your bank has on file
-You are shipping your order to an address other than your billing address.

My order was cancelled but why were the funds still deducted from my bank account?
In the event of your order refunded or canceled, It may take 1-3 business days based of your credit card issuer's policies for funds to be available back in your account.

There is something missing / defective / not what I ordered. What do I do now?
We know how frustrating this can be and always want to make sure every order is perfect! Once you receive your order, please thoroughly check the delivered items immediately. If you believe an item is missing/defective/not part of your order, please fill out and submit online return request and follow directions as instructed. (Damaged, defective, or incorrect items must be reported within 2 days of delivery. If such items are not reported in a timely fashion, we will not issue store credit. Please email keepinitdolcestore@gmail.com for assistance.)

My package is being returned to Keepin IT Dolce Official What do I do now?
All packages returned to us due to an invalid address will be restocked and you will be issued an E-Gift Card minus the initial shipping charge. We are unable to reship an order as all returned shipments are processed by our Returns Department. You can use the E-Gift Card to place an additional order to the corrected address; however we do not guarantee that items will be in-stock at the time of your reorder.