Shipping and Refund Policy

1. Shipping Rates & Returns
1.1 Shipping Rates & Delivery

Shipping rate refer to the NZ Courier charge once you place the order online before you proceed for payment

Free of charge for orders over NZ$80

Estimated delivery time 7–10 working days

1.2 Terms and Conditions for returns

If you wish to return an online purchase, please refer to the following return chart to understand your options. A return request can be submitted by sending email to our customer service.

Please email us with the following information to donocustomercare@gmail.com

  • Order number
  • Product name and DONO SKU number of the item you wish to return.
  • Reason for the return (Defective item, size exchange, change of mind)

Return chart

Types

Faulty item exchange

Size exchange

Change of mind item return

Fashion accessory products:

Bags, Shoes

Available within 7 days

Available within 7 days (subject to our stock availability)

Not available 

Fashion wear products:

Underwear, Bras

Available within 7  days

Not available 

Not available

Jewellery & other products:

Earrings, Rings, Bracelet, Necklace, Hair pieces

Available within 7 days

Not available

Not available


Please note

  • All returns must be sent back with the dispatch note or order number written on the package
  • When trying on shoes, the protective layer if any on the sole of the shoes must not be removed 
  • Underwear, Bras, Jewellery, Rings, Bracelet, Necklace, Hair accessories cannot be exchanged or returned for health and safety reasons
  • Online orders can only be returned within 7 days of receipt and must be in the original condition - unused with labels intact.  We may not be able to accept the return if the returned items are in unacceptable condition
  • Items purchased as special offers (i.e., clearance) or on sales are not entitled for size exchange or change of mind return

What happens if the item I receive is faulty?

  • For faulty items, DONO will provide a replacement item. DONO will reimburse the return postage of your items once we receive the item back and confirm it is faulty.
  • If a replacement item is not available, the item value will be credited to you either by online store credit or refund at your own choice. Please note we do not refund original freight if you have paid the freight in your initial order.
  • If you are entitled to a refund but you would prefer to exchange the item or receive online store credit, we will be happy to do this

Postage costs

  • Postage costs for returning items will be at your own expense. Please note we do not refund original freight if you have paid the freight in your initial order
  • If your item is faulty, please contact: donocustomercare@gmail.com straight away

Have you received my returned items?

We will contact you when we have processed your request. We will not be liable for the loss or damage of an item being returned. Your return can take up to 7-14 working days to process from arrival but it is also subject to our stock availability as well.