Refund policy

Returns & Refund Policy

At DONATELLI, we want you to feel confident when placing your order. If your purchase is not quite right, you may request a return within 30 days of receiving your order, subject to the conditions below.

For any questions regarding a return, please contact us at contactdonatelli@gmail.com.

30-Day Return Policy

You have 30 days from the date your order is delivered to request a return.

To be eligible for a return, your item must:

Be unworn and unused
Be unwashed
Be in its original condition
Have all original tags attached where applicable
Be returned with its original packaging where reasonably possible

We reserve the right to reduce or refuse a refund where an item has been worn, damaged, altered, washed or otherwise handled beyond what would reasonably be necessary to inspect the item.

How to Request a Return

Before sending anything back, please contact our customer service team at contactdonatelli@gmail.com.

Please include:

Your full name
Your order number
The item(s) you would like to return
The reason for your return

Once your return request has been reviewed, we will provide you with the appropriate return instructions and return address.

Please do not send a return to an address found on the original parcel unless we have specifically instructed you to do so. The return location may differ from the original shipping location.

Return Shipping Costs

Unless your item is faulty, damaged, defective or incorrect, the cost of returning the item is the responsibility of the customer.

We strongly recommend using a tracked shipping service and keeping your proof of postage until your refund has been completed.

DONATELLI cannot be held responsible for return parcels that are lost in transit before reaching the designated return location.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If you receive an item that is damaged, defective or different from what you ordered, contact us as soon as possible at contactdonatelli@gmail.com.

Please include your order number and clear photographs showing the issue where applicable. We will review the matter and provide an appropriate solution.

Where an item is confirmed to be faulty, damaged or incorrectly supplied, your statutory rights remain unaffected and reasonable return costs will not be charged to you where the law requires otherwise.

Refunds

Once your return has been received and inspected, we will notify you regarding the status of your refund.

If approved, the refund will be issued to your original payment method.

Please allow several business days for your bank, card provider or payment provider to process and display the refund after it has been issued.

The time required for the funds to appear in your account is determined by your payment provider and is outside our control.

Original Shipping Charges

Where you exercise a statutory right to cancel an eligible online order within the applicable cancellation period, any refund of standard outbound delivery charges will be handled in accordance with UK consumer law.

If you selected a premium or expedited delivery method, we are not required to refund the additional amount above the cost of our standard delivery option where permitted by law.

UK Right to Cancel

For most goods purchased online, UK consumers have a legal right to cancel their order within 14 days of receiving the goods without having to provide a reason.

After notifying us that you are exercising this statutory cancellation right, you generally have a further 14 days to return the goods.

Our voluntary 30-day return policy is offered in addition to these statutory rights and does not replace or limit any rights you may have under applicable UK consumer law.

Exchanges

If you would like a different size, colour or product, please contact us at contactdonatelli@gmail.com.

Depending on availability and the circumstances of the return, we may advise you to return your original item and place a new order for the preferred item.

Sale & Discounted Items

Items purchased during a sale or with a promotional discount may still be returned in accordance with this policy, provided they meet the applicable return conditions.

Your statutory rights regarding faulty or misdescribed goods are not affected by a sale or discount.

Non-Returnable Items

Certain products may be excluded from returns where permitted by law, including items that are personalised or made to your specifications and certain sealed goods where the seal has been broken and hygiene protections apply.

If a product is subject to a specific return restriction, this will be stated where appropriate.

Refused or Uncollected Deliveries

If an order is refused, not collected or returned to sender because delivery could not be completed, please contact us at contactdonatelli@gmail.com.

Any refund will be assessed once the parcel has been returned and received. Any deductions will only be made where permitted by applicable law.

Incorrect Delivery Address

Customers are responsible for providing accurate delivery information when placing an order.

If you notice an error in your address, please contact us as soon as possible at contactdonatelli@gmail.com.

We cannot guarantee that an address can be changed after an order has entered processing or been dispatched.

Order Cancellations

If you would like to cancel an order before it has been dispatched, contact us as soon as possible at contactdonatelli@gmail.com.

We will do our best to accommodate your request, but we cannot guarantee that an order can be stopped once processing or fulfilment has begun.

If cancellation before dispatch is no longer possible, you may still be able to use your applicable return or statutory cancellation rights after receiving the order.