Frequently Asked Questions (FAQ)

What payment methods do you accept?

You can choose from the following secure payment methods:

Visa
Mastercard
American Express
Maestro
Apple Pay
Shop Pay
Google Pay

All transactions are processed in GBP and handled by Shopify Payments with secure SSL encryption. No banking data is stored or visible to Donati London.

Do you offer free shipping?

Yes. We offer free standard shipping on all UK orders with no additional or hidden fees.

Do you ship internationally?

No. We only ship within the United Kingdom.

How long will it take to receive my order?

Processing time is 1–2 business days.
Estimated delivery time is 3–5 business days after dispatch.
Order cut-off time is 12:00 PM (GMT).

Delivery times may vary slightly depending on carrier volume and local delivery conditions, but most orders arrive within the timeframe above. Final-mile delivery is usually handled by Royal Mail or a similar UK courier.

How can I track my order?

You will receive a tracking link via email once your order has been dispatched.

What is your return policy?

You may return your order within 30 days from the date of delivery. Items must be unused, unworn, in their original condition, and include all packaging, tags, and accessories. Proof of purchase is required. Returns should not be sent without contacting us first.

Where should I send my return?

When you contact us to request a return, our customer service team will provide the correct return instructions and the appropriate return address. Returns should not be sent without prior approval.

Do you provide a return label?

Yes. Return shipping is free of charge. A prepaid return label may be provided where applicable.

Which items cannot be returned?

Items that are used, worn, damaged after delivery, or missing original packaging, tags, or accessories may not be eligible for return unless faulty. Certain categories such as perishable goods, personalised items, hazardous materials, and flammable liquids cannot be returned.

Can I exchange an item or size?

Yes. You can contact customer support to request an exchange. In some cases, you may be advised to return the item for a refund and place a new order for faster processing.

Can I cancel my order?

You may cancel your order before dispatch at no cost. Once the order has shipped, cancellations are no longer possible.

When will I receive my refund?

Once your return has been received and inspected, you will receive an email notification. Approved refunds are issued within 5–10 business days to your original payment method. Depending on your bank or card provider, it may take up to 14 business days for the refund to appear.

What should I do if my order is delayed?

If your parcel is delayed or arrives damaged, please contact us as soon as possible. For damaged parcels, including photos will help us resolve the issue quickly.

Contact Information

If you have any questions about returns, refunds, or exchanges, our customer support team is here to help.

Customer Service Is Available:

Monday-Friday: 9:00 AM – 5:00 PM GMT

E-mail: support@donati-london.com

Phone Number: +

Support Information: Customer service is based in Hong Kong and provides dedicated English-language support for UK customers. We respond to all inquiries within 24 hours on business days.