GENERAL INFORMATION REGARDING YOUR ORDER

HOW CAN I PAY FOR MY ORDER?

We're flexible and can accept payments in multiple currencies via Visa, MasterCard, PayPal & Klarna

I'VE JUST PAID FOR MY ORDER SO WHAT HAPPENS NOW?

Check your inbox!

You'll receive an email confirming your order and welcoming you to Donna May London.

A further email will be sent once your parcel has left our warehouse - this will enclose your tracking information.
If you have not received any email updates, please do check your spam/junk folder!

The majority of orders placed before 4pm (Mon-Fri) will be dispatched that day, apart from very busy times. (Royal Mail Tracked 2 will be dispatched upto 5pm).

All orders placed after 4pm (Mon-Fri) and on weekends will be dispatched the next business day. (unless additional has been paid for Royal Mail Tracked 24 which will be dispatched upto 5pm).

DELIVERY CHARGES AND INFORMATION

WHAT ARE YOUR DELIVERY CHARGES WITHIN THE UK?

UK DELIVERY OPTIONS:

Standard Delivery: Tracked 48 delivery (2-3 business days): 

All UK orders are sent using Royal Mail's Tracked 48 Service as default with a delivery time of 2-3 business days. Items can be fully tracked.

up to £100: £3.95

Over £100 - FREE

 

Tracked 24 delivery (1-2 days) for orders made before 5pm:  

All order values : £4.95

If you would like to receive your order sooner, you can choose to upgrade to Royal Mail's Tracked 24 service. Please note that delivery on a Saturday is not always guaranteed. Orders made on a Friday may not arrive until Monday. 

 

Yodel 24hours (next day delivery for orders made before 4pm):

All order values: £6.50 

If you require guaranteed next day delivery, especially throughout the recent spate of Royal Mail Strikes, then choose this option.  Your parcel will be fully tracked with the option in some locations to deliver to a parcel collect shop.

DO YOU SHIP WORLDWIDE AND WHAT ARE YOUR COSTS?

We ship all over the world excluding the below countries: Russia & Belarus.

DELIVERY TO THE EUROPEAN UNION - £10.50* (customs charges may occur).

Orders to the European Union countries are sent via a Signed or Tracked & Signed Royal Mail service with delivery via your local domestic postal service.  

Tracking information will be provided upon dispatch and expected delivery times are between 5 and 10 business days.

 

DELIVERY TO THE REST OF THE WORLD - £17.50* (customs charges may occur).

Orders to all other International countries are sent via a Signed or Tracked & Signed Royal Mail service with delivery via your local domestic postal service.

Tracking information will be provided upon dispatch

Expected delivery times are between 12 and 16 business days.

 

*IMPORTANT NOTE PLEASE READ IF ORDERING OUTSIDE OF THE UK:

If you live outside of the UK your parcel is classed as an import. Products imported into your country will be reviewed at customs upon entering your country and can be subject to duties and taxes.

Please keep in mind that each country has different tax rates, so the duties and taxes may vary by country. The final cost of duties and taxes will be determined by customs upon import.  We deduct our own standard VAT charged at 20% at source to compensate for your own taxes to be paid.

We cannot be responsible for any custom charges, import duties or taxes that may be charged to you, or any shipment that is stopped or disposed of by customs, so we advise you to check with your local customs before making your order.

Long delays can also be caused by custom checks or by international postal services, so our delivery times can only be used as a general guide.

DO I NEED TO BE AT HOME TO RECEIVE MY DELIVERY?

The majority of our orders are shipped by Royal Mail tracked services which does mean that a signature may be required to ensure safe delivery of your item.

Every delivery round differs and some areas deem it safe to leave with a neighbour or on your doorstep. A photograph will be taken of where your parcel has been left and added to your tracking information.


It is relatively easy to change your delivery options once your tracking number has been issued, just use your tracking number to log into the Royal Mail website and follow the prompts.

You may have chosen our Yodel 24 option which is a guaranteed next day delivery service if ordered before 4pm. In a similar fashion to Royal Mail deliveries, once your item has been dispatched you will receive a tracking number which links to the Yodel website- you can change information through this tracking number by following the prompts.

CAN I TRACK MY ORDER?

You certainly can... you'll receive an email after your order has been dispatched from our warehouse with all your tracking info.

Please check your spam/junk folder and read the answers to the question above for further details.

RETURNS, EXCHANGES & REFUNDS

WHAT IS YOUR RETURNS POLICY PLEASE?

If you change your mind, then that's ok!  

We are happy to accept returns if we are notified within 14 days of delivery and the item is returned unused and in its original packaging.

We must receive the returned item within 14 days of your original email with a copy of our returns note included.  Your returns note can be found on the back of your 'Thank You' postcard which arrives with your order.

Once we have received your item, and checked that there are no signs of use (no makeup stains or damage), we will initiate a refund to you.

Your refund will be processed through the original payment source used and will show in your account in 5-7 days. 

RETURN POSTAGE

For change of mind returns, you are responsible for paying postage costs for returning your item.

If your item is being returned due to a fault, your return delivery cost will be reimbursed.

We do not accept responsibility for returned items that get lost in the post on their way to us so we always recommend using a tracked service.

MY ITEM IS FAULTY...WHAT SHOULD I DO?

First of all, we are so sorry that your item has arrived faulty/damaged.

Please email enquiries@donnamaylondon.com with your order details and a photograph of the fault and we will take care of this for you right away.

I HAVE A FAULTY ITEM THAT I BOUGHT FROM A STOCKIST - CAN YOU HELP?

If your item was not purchased directly from our website, I am sorry but you will need to head back to the stockist you purchased the item from. They will require valid proof of purchase for to assess their warranty terms.