Return Policy

Returns & Refunds Policy

UK Return Eligibility

We offer a 14-day return policy on eligible, non-custom items, starting from the date of delivery (as confirmed by carrier tracking). Products that are custom are marked as custom on the product page under Shipping and Returns Tab.

  1. Return requests must be submitted within 14 days of delivery
  2. Returned items must be shipped back within 14 days of return approval

Returned items must be unworn, unused, and in original condition, with all tags, ribbons, and original packaging intact. Items showing signs of wear, marks, stains (including makeup or spray tan), odours (including deodorant, perfume, body odour, or laundry detergent), or damage will not be accepted and will be returned to the customer.

How to Request a Return

To request a return, please email info@donneferoci.co.uk with:

  1. your order number
  2. the reason for return

Once approved, we will issue a return label and instructions. Returns sent without prior authorisation will not be accepted or refunded.

UK Returns

For UK returns, a £12 handling fee per item will be deducted from the refund. This covers:

  1. prepaid return shipping
  2. original outbound shipping
  3. platform and processing fees

International Returns & Refunds Policy

Customs Duties & Import Fees

International orders may be subject to customs duties, tariffs, taxes, or import fees imposed by the destination country. These charges are not included in the purchase price or shipping fee and are the sole responsibility of the customer.

We do not have control over these charges and cannot estimate them at checkout. Failure to pay applicable import charges may result in delays, refusal of delivery, or return of the shipment.

Returned International Shipments

If an international order is returned to us for any reason, including but not limited to:

  1. refusal of delivery
  2. unpaid or underpaid customs duties or import fees
  3. incorrect customs information provided by the customer
  4. change of mind or unsuccessful delivery attempt

we will process the return once the item is received back at our facility and inspected.

Refund Deductions

Where applicable, the following costs will be deducted from the refund:

  1. Original shipping costs (this may exceed the standard international shipping rate shown at checkout)
  2. Return shipping costs, particularly in cases of refused delivery or unpaid import charges
  3. Customs handling, brokerage, or administrative fees, including fees incurred due to refusal of delivery, unpaid duties, or incorrect customs classification
  4. Platform, payment processing, and transaction fees (non-refundable)

Any remaining balance will be refunded to the original payment method.

Non-Refundable Situations

Refunds may be reduced or denied if:

  1. the returned item is damaged, worn, altered, or missing original tags/packaging
  2. the return results in costs exceeding the value of the order
  3. the return is caused by failure to comply with customs or import regulations

Chargeback & Dispute Protection

By placing an international order, the customer:

  1. acknowledges responsibility for all customs duties, taxes, and import fees
  2. agrees that refusal of delivery or failure to pay import charges does not constitute a cancellation or fault on our part
  3. understands that shipping, customs, and processing fees are non-refundable once an order has been dispatched

These terms apply in the event of a chargeback or payment dispute.

Questions

If you are unsure about import duties or delivery requirements in your country, we strongly recommend checking with your local customs authority before placing an order.

For further assistance, please contact our customer support team prior to purchase.

Customs Delays & In-Transit Orders

Please note:

  1. Customs delays are outside of our control
  2. Orders that are in transit, delayed by customs, or pending delivery are not eligible for refunds
  3. A refund or replacement will only be considered once a parcel is officially declared lost by the carrier or returned to us

Customs delays do not constitute non-delivery.

Refund Timeline

Once a return is approved and/or received (where applicable), refunds will be issued to the original payment method within 10 business days.

Please note that processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since return approval, please contact info@donneferoci.co.uk.

Damaged or Incorrect Items

If you receive an item that is damaged or incorrect, you must notify us within 24 hours of delivery, including clear photographic evidence.

Eligible issues include manufacturing faults such as:

  1. broken holes
  2. unsewn seams
  3. damaged segments

We document and quality-check all items prior to shipment. Approved claims will be resolved with either a replacement or a refund.

Exchanges

We do not offer direct exchanges. To receive a different item, please return the original purchase (subject to approval) and place a new order.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. 

Promotions & Order Cancellations

Standard/non custom items may be cancelled prior to dispatch. Custom items cannot be cancelled. Products that are custom are marked as custom on the product page under Shipping and Returns Tab.

Once an item has been purchased at a discounted or sale price:

  1. no price adjustments will be offered
  2. discounts are final