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Welcome to Doné website terms and conditions.

By placing an order with us, you will be considered to have read, understood, and agreed to these Terms and Conditions along with our privacy policy. Before placing your order, if you have any questions regarding these terms and conditions, please feel free to reach out at info@done-london.com.

Our office hours are 9 AM - 5 PM, Monday to Friday. We aim to respond to all email enquiries within 48 hours (excluding weekends and UK Public Holidays). Manufacturing your order begins the working day after your order has been received.

Changes to Terms and Conditions

These terms and conditions may be subject to periodic changes and updates. Once any changes are posted, they will apply to all orders received thereafter. Additionally, these changes will apply to your use of the Doné website and signify your agreement to and acceptance of such changes.

Privacy Policy

Our privacy policy outlines how we will utilise your information. By using the site, you consent to our privacy policy and ensure that any data you provide is accurate.

Governing Law and Jurisdiction

Our terms and conditions are governed by the laws of England, and any disputes will be settled in the English court system.

1. Information

1.1. When placing an order, we will request your name, telephone number, billing address, delivery address, and payment method details.

1.2. This data will enable us to fulfil your order as efficiently as possible and also keep you updated with the Doné newsletter marketing, if you choose.

1.3. Your information may also help us prevent and detect fraudulent requests for goods and services.

1.4. If any incorrect details arise, such as mismatched shipping and billing addresses, mismatched IP addresses, names, countries, or cities, we may require additional data upon receiving your order if any details are flagged as potentially fraudulent. We will only use the requested data from you to confirm that the card's registered billing address matches the name on our order and that it is being used by the cardholder only—this will prevent potential chargebacks.

1.5. If we suspect any suspicious transactions related to an order, we reserve the right to cancel the order at any time.

2. Terms of Sale

2.1. By placing an order through our website, you agree to the current terms and conditions of Doné displayed on our site.

2.2. When placing an order, you must ensure that all details you provide are correct and true. This includes confirming that you are the owner of the payment card used and have sufficient funds to cover the cost of the purchase and delivery charges.

2.3. We kindly request that you allow one working day for us to process your order. For made-to-order items, delivery times may vary; please check the individual product pages. Once an order is confirmed and processed, production will take approximately 2-4 weeks. Once production of your order is complete and it is ready for dispatch, you will receive a confirmation email with tracking details.

2.4. Please note that we may occasionally have some ready to buy items that can be shipped immediately, subject to stock availability. Product pages usually list in-stock sizes for 2-3 working day delivery; however, please email us at info@done-london.com if you need an order to arrive by a specific date, as stock can fluctuate. We will do our best to ensure you receive your item on time.

2.5. When you place an order, you will receive an email confirmation that your order has been received. A separate confirmation email indicating that your order has been completed and accepted will be sent once your order has been dispatched.

2.6. Please note that once an item has been dispatched, Doné is not responsible for any lost parcels or items that have not been reported within 72 hours of delivery. All parcel enquiries should be directed to the courier service responsible for the delivery of items. If a customer notifies Doné of a lost or damaged parcel outside this 72-hour period, we reserve the right to refuse a refund and/or exchange.

2.7. Doné reserves the right to cancel and not proceed with any order at its discretion.

2.8. Retrospective discount codes cannot be applied once an order has already been placed.

3. Prices

3.1. All product prices are inclusive of delivery, tax, and duty charges.

3.2. Prices on this website are subject to change without notice; however, placed orders will remain unaffected.

3.3. Prices on our website are inclusive of UK VAT. We are not responsible for import duties incurred if you are based outside the UK. Import duties are payable by the receiver of the parcel as they are importing a product from the UK to their country.

4. Payment

4.1. All orders placed on the website must be paid with a debit or credit card that aligns with our payment options at checkout.

4.2. When the order is received, a pre-authorization check will be conducted on the card to ensure sufficient funds are available for the purchase.

4.3. For international payments, all customers are responsible for the payment of duties and taxes for shipments. Duties and taxes are calculated at checkout to provide international customers with cost transparency prior to purchase.

5. Force Majeure

5.1. Doné shall not be liable for any order delays due to events or circumstances beyond its reasonable control, including but not limited to acts of God, strikes, lockouts, and accidents.

6. Returns/Exchanges

6.1. To be eligible for a return/exchange, your item must be unused, unworn and in the same condition that you received it, with all tags and security tag still attached and returned via guaranteed delivery to Doné within 14 days of confirmed delivery of your item. Your item must be returned in its original packaging and condition to be eligible for a full refund.

6.2. For exchanges, Doné covers the cost of postage shipped back within UK orders. International customers are not eligible for exchanges; a refund and replacement order will need to be placed.

6.3. For returns, please initiate a return via our Returns & Exchanges page within 14 days of receiving your order. Please do not send your item back after the returns period. Returns made outside the return period will be sent back to you and a handling charge will be processed. For international returns, please ensure you classify your parcel as a 'return' to allow us to process your parcel back to the UK swiftly. *Failure to do so will result in additional charges deducted from your refund.

6.4. Once we receive your item, we will inspect it and notify you that we have received your returned item. We will promptly inform you of the status of your refund after inspection. If your return is approved, we will initiate a refund immediately. Please allow up to 7-10 working days for your funds to reach your account, as this is processed by your bank.

6.5. All returned items are the customer's responsibility and must be packed securely to avoid any damage. If an item is returned to us damaged, worn, or in an unsuitable condition, we will not be able to issue a refund and will return the item(s) to you. We also reserve the right to request that the customer cover the re-delivery costs.

6.6. The cost of returning items is non-refundable and is the responsibility of the customer.

6.7. For custom orders (including custom sizing, custom sleeve lengths, or custom colours), Doné cannot accept returns. Please carefully check the product size chart before placing an order.

6.8. Custom products may take up to 6 weeks to manufacture and be delivered to the recipient.

6.9. All custom items are 100% non-refundable and non-exchangeable.

6.10. For custom items, a non-cancellation policy applies immediately after purchase.

7. Faulty Items

7.1. All garments undergo thorough quality checks when packaged for any faults before shipping. We cannot risk any faults as each order holds high value. All orders claimed as faulty will be examined meticulously.

7.2. If you believe your Doné item to be faulty, please email us at info@done-london.com within 7 days of your purchase. We are then only obliged to repair, replace, or refund the item within a 6-month period.

7.3. If your item is found to be faulty, we can exchange and/or replace your item. Alternatively, a credit note or refund may be issued if a fault is discovered upon examination.

7.4. We reserve the right to refuse refunds or exchanges on faulty items that have been worn, used, and are not in their original condition. Please note that normal 'wear and tear' of a product or a 'sample sale' item is not deemed faulty under any circumstances.

8. Discount Codes & Offers

8.1. For any returns using our discount codes, if there is a complimentary gift, this must also be returned in its original packaging and unused. Any unwanted items must be returned within 14 days from the date received to qualify for a refund or exchange.

8.2. Discount codes are limited to one code per customer only. Discount codes cannot be combined with any other offer or discount code and are valid only for the dates specified by Doné.

8.3. Discount codes exclude sale and items; your order may be cancelled if this is not adhered to.

9. Bespoke / Custom Items

9.1. Bespoke/custom items include, but are not limited to, custom sizing, garments ordered with a specific sleeve length (e.g., 2 inches shorter/longer), custom colours, etc. Bespoke/custom orders may only be placed by contacting info@done-london.com, and written confirmation will be given by Doné.

9.2. Given the exclusivity of bespoke/custom items, we do not offer returns or refunds. Please feel free to contact us to advise on colors, sizing, and fabrics at info@done-london.com prior to placing your order. We aim to ensure absolute satisfaction.

10. Sale Items

10.1. Discount codes and offers are not applicable to sample sale items. We cannot process any sample sale or sale purchases with a discount code.

10.2. Sample sale items may have a slight defect or imperfection, i.e., due to wear from a model on a photoshoot, but these are not deemed or classed as faulty. By purchasing a sample sale item, the customer agrees and accepts the above terms of sale.

11. Contacting Us

11.1. Should you have any questions or concerns, please feel free to reach out to us at info@done-london.com. We appreciate your business and are here to assist you.