Frequently Asked Questions

We accept all major credit and debit cards, plus Shop Pay, Apple Pay, and Google Pay at checkout. All payments are processed securely through Shopify.

We aim to pack and dispatch orders quickly, so we can only make changes before an order has been sent out. If you need to amend or cancel an order, contact us as soon as possible after placing it and we will do our best to help. Once dispatch has happened, our normal returns process applies instead.

Yes. Our gift vouchers can be sent by email and redeemed against anything in the shop, which is handy if you know someone will love Douée but aren't sure which piece to choose.

UK mainland delivery is free on orders over £50, and £5.00 on orders under that. Full details are on our shipping policy page.

Most orders arrive within 7 working days once dispatched, using Royal Mail, Hermes, or DPD depending on the item. Rural, Highland, and Northern Ireland postcodes can occasionally take a little longer due to courier availability.

We deliver across the UK and to a number of international destinations. Some regions are currently outside our delivery area, so please check the checkout page with your address entered, or see our shipping policy for the full list of what we can currently reach.

If you've ordered several items, they may be split into separate deliveries and arrive on different days or with different couriers, particularly if a piece is being finished by an individual maker. You won't be charged extra for this.

You can return an item within 14 days of receipt for a UK order, or 35 days for orders delivered outside the UK, as long as it's unused, undamaged, and in its original packaging. Full details are in our returns policy.

Contact us to let us know what you're returning and whether you'd like a refund or an exchange for a different size or colour. We'll confirm the return address and next steps by email.

Unless an item arrived faulty, damaged, or incorrect, return postage is paid by the customer. We recommend using a signed-for service with proof of postage, since we can't take responsibility for parcels lost on the way back to us.

No, cashmere should always be hand washed in cool water with a wool-safe detergent, then laid flat to dry. Machine washing can felt or distort the fibres. Our full cashmere care guide covers washing, drying, and dealing with pilling.

Cashmere is lighter and softer, prized for luxury and warmth relative to its weight. Merino wool is a little more textured and hard-wearing, better suited to everyday use and travel. Both are ethically sourced and hand finished.

Felted wool is naturally resistant to dirt and odour, so most marks can be spot cleaned with a damp cloth. Avoid soaking or machine washing, and keep pieces out of direct sun and away from damp when not in use, to help them keep their shape for years.

Our jewellery is handcrafted using silver and semi-precious stones. Exact materials are listed on each individual product page, so do check there for the specific piece you're interested in.

Much of our jewellery is handmade by artisans in Kathmandu, Nepal, using techniques passed down through generations of craftspeople. You can read more about the people behind our pieces on our About Us page.

Yes. We work directly with small workshops and individual makers, from candle makers in Wiltshire to felt workers and jewellers in Nepal, and we care about fair, compassionate practice at every stage. We are not a mass production business.

Our range is made across a small number of trusted workshops: candles and bone china from Wiltshire in the UK, felted wool pieces from New Zealand wool, and jewellery and textiles handmade in Nepal. We visit these workshops ourselves whenever we can.

Yes, our children's dungarees, dresses, and other Little Douée pieces are made from organic cotton, chosen to be soft, breathable, and gentle on young skin.