LUNA

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Shipping information

Please note that during busy periods shipping times may be affected and you may have to check with your preferred courier as to their deadlines.

We offer tracked delivery (select it at checkout)All orders are shipped directly from our US warehouse within 24-48 hours of the order being placed.

The estimated shipping time begins from the day your order is despatched.

Please note that we are unable to make any changes or cancellations once the order has been placed. Once the order has arrived, please contact us on support@donrose.co if you have any questions.

Customs Fees

We are not responsible for any import or custom fees associated with your order, please check with your country’s regulations to see if there will be any additional costs. This includes any import fees for orders sent with Free Express shipping.

Late or lost orders

When placing your order please make sure that you specify the correct delivery address as DON ROSÉ take no responsibility for missing packages that have been sent to the wrong address or if requested to leave with neighbor or an outbuilding.

Any order discrepancies relating to missing and/or lost items must be reported to us in writing via email at support@donrose.co We cannot refund or replace lost items until 20 working days after the date of despatch (25 working days for international items)

Items not received but tracking shows they have been delivered

This may happen when items are sent to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. In these cases, you can request a proof of delivery certificate from the Royal Mail website by filling in a signature request form.

Please note we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to a secure address.

Why was my order cancelled?

If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are sure that that is not the case, please ensure the billing address matches the payment method you are using, and checkout again. Alternatively, please order again with a Paypal account. If you do not have Paypal, you can easily sign up at www.Paypal.com.

Countries we don’t ship to

Unfortunately we cannot ship to all countries. We are unable to ship to:

Russia

Morocco

Returns

We offer a 30 day exchange or refund guarantee. This 30 day window begins after an order has arrived with the customer.

Please note we are not responsible for paying any customs charges (import duty or tax) on any returns. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot refund/exchange lost returns.

Orders sent back to the warehouse after the 30 day exchange or refund window has passed will be returned to the customer.

How do I request an exchange or refund?

Please follow this link to initiate your return and follow the instructions that you'll then receive on email 

To qualify for a refund or exchange:

Items must be unworn (apart from trying on).All tags and packaging must be included.

Items that do not meet these requirements are not eligible.

Exchange Policy

You may exchange your purchase within 30 days of the items arriving. Please note all items must be unworn with original packaging in order to receive an exchange.

We will send the first exchange from our warehouse for free. For any subsequent exchanges, we will ask you to pay the cost of delivery.

Please note we are not responsible for paying any customs charges (import duty or tax) on any exchanges. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot exchange lost returns.

Please follow this link to initiate your return and follow the instructions that you'll then receive on email 

 To qualify for an exchange:

Items must be unworn (apart from trying on).All tags, clips, and packaging must be included

Items that do not meet these requirements are not eligible.

Refund Policy

We will refund your order to the original payment method once it has been processed at the warehouse.

Please be aware this can take 7-14 days after the order arriving. You will be notified once a refund has been made.

We are unable to refund purchases to a different payment method than the one used to purchase the items.

Additional costs

Please note we are not responsible for paying any customs charges (import duty or tax) on any returns. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot refund lost returns.

Faulty items

In the event you have received a faulty item, please contact hello@craftdlondon.com within 30 days of the item(s) arriving. 

Please include the following information:  

Your order number

Which item is damaged

A description of the problem

Photographic evidence