Last updated: 6 September 2026.
We want you to be happy with anything you buy from Dokkadoki. We currently sell online through our eBay shop. The café is not open yet. This page distinguishes current eBay purchases from our planned in-café returns policy. Nothing here limits your statutory rights.
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.
Planned change-of-mind returns (in-café 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.
eBay purchases
For an order from our eBay shop, use your eBay purchase history to contact us, request a return or report a problem. You can also email us with your order reference. Please arrange the return with us before posting anything; you do not need to wait for the café to open.
For eligible online purchases, you can tell us you wish to cancel within 14 days of receiving the goods, then have a further 14 days to return them. We refund within 14 days of receiving the goods back, including the cost of standard outbound delivery. Statutory exceptions apply to certain goods, such as personalised or perishable items and qualifying unsealed hygiene products. A deduction may apply for handling beyond what is needed to inspect the goods.
Check the listing and eBay return instructions for the applicable return-postage arrangements and any more generous return window. Faulty or misdescribed goods retain their statutory protection. The voluntary in-café change-of-mind policy above does not replace your online cancellation rights.
See GOV.UK’s guide to returns and refunds for an explanation of these rights.
Memberships and reading passes
Reading passes and memberships are services rather than goods. For cancellation, refunds or changes to an activated pass, please contact us. Your statutory rights are not affected by activation. You can also ask about transferring or upgrading a pass: 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.