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: ALL OPTIONS MONDAY - FRIDAY.
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 2pm:
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.
DPD 24hours (next day delivery for orders made before 2pm): £7.50
If you require guaranteed next day delivery, 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
We use IOSS which removes the 20% UK VAT costs from all products and replaces with the VAT charges for your country - no import charges for orders under €150.
Please keep in mind that each country has different tax rates, so the duties and taxes may vary by country.
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.
*International shipping charges DO NOT INCLUDE any applicable import taxes, customs duties and fees that are due upon entry into the destination country. Duties, fees and taxes are the responsibility of the recipient, and are levied once a shipment reaches the recipient's country. Customs policies vary widely from country to country and can cause delays beyond our original delivery estimates. Please contact your local customs office for more information.
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 DPD 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 DPD app or 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
HOW DO I RETURN AN ITEM 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. Please email email@example.com with your order number should you have any queries regarding your return.
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.
For change of mind returns, you are responsible for the postage costs associated with returning your item(s) and we strongly advise that you send your returned items using a tracked service to ensure they reach us safely.
You can download your UK returns label By clicking HERE - please be aware that we charge £3.95 to use this service, which will be deducted from your refund amount. (this is a tracked service).
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 if not printing the label using the link above.
Please return items to Hove Fulfilment, c/o Donna May London, 16 Kingsthorpe Road, Hove, E. Sussex, BN3 5HR.
MY ITEM IS FAULTY...WHAT SHOULD I DO?
First of all, we are so sorry that your item has arrived faulty/damaged.
Please email firstname.lastname@example.org 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.
I would like to cancel my order - how do I do this?
Order cancellation requests can be sent to email@example.com Orders are processed daily and every effort will be made to accommodate your cancellation request before it leaves the warehouse. Please take additional care to ensure address details, names and basket contents are correct before making your order. If your order is already dispatched you can follow the returns request as above.
HOW CAN I PRINT MY UK RETURNS LABEL?
You can download your UK returns label here, please be aware that we charge £3.95 to use this service (TRACKED 48 HOURS), which will then be deducted from your overall refund amount.
CLICK HERE to download your label