We hope you're happy with your order, but if for any reason you need to make a return or exchange, please return your item within 30 days of receipt. NB: for orders made between Monday 18th November and Monday 23rd December, our returns period is extended to 60 days.

 

How to return or exchange an item

 

If you would like to return or exchange any items, please fill out this form (it will open and download in a new window), print and include it in your returned package. Or, alternatively, you can write the below information on the order form received in your original order and include it in your returns package. 

 

– your name and email
– your order number
– the item you would like to return or exchange
– the reason for return or exchange

 

Please note:

We can only accept returns or exchanges for items purchased from our website. If you purchased from one of our stockists, please contact them directly. Returned or exchanged items must be unused/unworn, in original condition with labels still attached.

 

We cannot accept returns or exchanges of custom-made items – this includes our Mini Giants and XL Giant Creatures, or any other item that has been personalised. Please contact us with any questions before purchasing.

 

Refunds will be issued via the payment method used at the time of placing your order.

 

We do not refund the original shipping costs and you will have to cover the cost of return shipping, unless your item is defective or you have received the wrong product. 

 

If you wish to exchange your item, you will be charged the cost of shipping for the new item.

 

When sending an item back to us, we strongly recommend using a trackable shipping method so you can track the status of your shipment and be sure that the items get returned to us. We cannot accept the cost of any items lost in transit.
As many of our products are handmade, they may vary slightly in appearance. This is the nature of handmade items and we feel it adds to their character and is not to be considered a defect.

Damaged packages

 

 

If you notice that your order is damaged upon arrival, please do not accept the package and contact us straight away.
Alternatively, please photograph the damaged packaging/item and email us at help@donnawilson.com, or send it back to us so we can assess the problem.