Exchange and Return Policy

Exchange / Return / Refund Policy / Cancelling Order 

For purchases made online you have the Legal right, under the Consumer Protection, to return your order if you decide you do not want to keep any items you have ordered. 

In No case will we charge any fees for refunding the payment. 

We may refuse to refund the payment until "we have received the returned goods or until you have submitted proof by Providing Tracking Number of returning the goods", whichever event occurs first.


EXCHANGE ITEM

If you’d like to exchange an item, the quickest way to do this is by e-mail to customerse[email protected] where our sales team will be happy to help.


RETURNS

All Domestic returns must be returned within 15 days of the Delivery date. All returned items must be in new and unused condition, with all original tags, Packagings and labels attached.  All INTERNATIONAL Returns must be returned within 30 days of the Delivery date. All returned items must be in new and unused condition, with all original tags, Packagings and labels attached. You are responsible for the direct costs of returning the goods to us.


RETURN PROCESS

Step 1 - To return an item, please email customer service using “contact us” form or email us directly [email protected]

Step 2 - After receiving return confirmation and instructions from Donatellaa, place the item securely in its original packaging, and mail your return as per our written instructions. 

Please note, Return shipping charges are not covered.  Items that are destined to be returned to Donatellaa Must have tracking numbers and We strongly recommend that you use a trackable method to mail your return and for International Returns Please do not use National Postal services as many countries do not have a reliable delivery service nor tracking services. 


REFUNDS:

After receiving your return, we will process your returned items immediately. Please note, original shipping & Return Shipping charges are not refundable, as part of your return. Please allow us at least 3 business days from the receipt of your item to process . As soon as we receive your return we aim to process this as soon as possible, any monies due for refund should appear back to the original method of payment within 7 – 10 days. At Times Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. Please note that all refunds will be credited to the card originally used to pay for the order. We will notify you by email when your returned item has been received and refund processed.

 

CANCELLING / CHANGING AN ORDER

If you wish to cancel your order before you have received your goods, please contact our sales team as soon as possible via our website " contact us ". Alternatively, you can e-mail us at [email protected]

Since most orders begin processing immediately, there is a short window in canceling or changing an order. We will make every effort to accommodate changes to or cancellations of orders that have not yet processed; however, we are unable to cancel or change an order once it has been dispatched by the courier. In this event, you will be charged shipping cost for the order, but we will arrange a refund to the card used for payment, once you have returned the items back to Donatellaa


DEFECTIVE / INCORRECT SUPPLIED PRODUCT 

Donatellaa is committed to providing you with quality products. In case of damaged or incorrectly supplied goods, we will offer you a substitute or replacement Product or Full Refund. In any case you must return the faulty, incorrect or substitute Products to us as soon as possible in order to process the application and Donatellaa will cover all costs.


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