Delivery is 10-15 business days
Refunds
DONNA Refund & Return Policy
1. Eligible Reasons for a Refund or Replacement
We offer a 100% full refund or a free replacement item under the following specific conditions:
- Damaged or Defective Items: If your item arrives broken, damaged, or defective.
- Wrong Product Received: If you receive the incorrect size, colour, or entirely wrong item compared to your order confirmation.
- Lost Packages: If your tracking link shows the package is lost or fails to deliver within our maximum delivery window of [60] days.
To claim a refund or replacement for a damaged or wrong item, you must email us within 7 days of delivery with:
- Your order number.
- Clear photos or videos showing the defect or the wrong item received.
2. Non-Refundable Situations (All Sales Final)
We cannot issue refunds, replacements, or credits for the following reasons:
- Change of Mind: We do not offer refunds if you simply change your mind after the order has been processed or shipped.
- Wrong Size/Colour Selected: We provide detailed sizing charts on our product pages. We do not refund items if you accidentally ordered the incorrect size or variation.
- Incorrect Shipping Address: We are not responsible for lost packages if you provide an incomplete or incorrect address during checkout.
- Unclaimed Packages: If the local postal service attempts delivery and the package goes unclaimed or is refused by the recipient, it is non-refundable.
3. How the Refund Process Works
Once your proof (photos/videos) is reviewed and approved by our team, we will process your refund immediately. The funds will automatically be applied to your original method of payment within 10 business days.