Return & Refund FAQs
What is your return policy?
You have 7 days to contact us and 30 days to return it from the date received If the item is in your possession more than 7 days, it will be considered used and we will not issue a refund or replacement to you.
What are the conditions for returning an item?
- If you would like to return the item, please contact us within 7 days of delivery. You will receive a response within 24 hours.
- Returned items must be in their UNUSED condition with the original packing. We DO NOT accept a returned item that has been worn, damaged, washed, or altered in any way.
- We do not accept returned items that have been sent back without proper returns requests.
- We do not offer Freight To Collect service for the packages returned to us. The returns will be made at your own cost.
- Please be sure to double-check your returns before shipping them out. We are not responsible for the return of non-Donna products.
- Note: The original shipping fee is non-refundable.
How do I return an item?
Contact us within 7 days of receiving your order with your order number and reason for return. Our customer service team will provide further instructions if the return is approved. Items must be in original packaging, unused, and in the same condition as received.
What if the item(s) I received are defective, incorrect, or damaged?
Contact our Customer Support team with your order number, proof of purchase, and photo or video of the faulty product. Provide your complete delivery address and contact telephone number. We may require visual proof to process the return or replacement.
How long does the return process take?
Returns may take up to 14 business days to process from the day we receive your return. We will confirm via email once your return has been processed.
When will I receive my refund?
Refunds will be credited to your original form of payment within 14 business days of receipt of the returned item. For questions about when the credit will be posted to your account, please contact your bank or credit card company.
How do I change or cancel my order?
Contact us as soon as possible with your order number and requested changes. Orders that have already been packed or shipped cannot be modified or canceled.
What if I received the wrong item?
We apologize for the inconvenience. Contact us with your order number and photos of the incorrect item(s) for a refund or reshipment.
What if I don't receive my order within 60 days?
You will be fully refunded if you do not receive your products within 60 days.