Effective date: 2026
Website: DonCapi.com
Brand: DonCapi™
Email: Ciao@DonCapi.com
This Cancellation Policy explains how order cancellations work when you buy from DonCapi.com.
It covers cancellation before dispatch, your UK online cancellation rights after delivery, exceptions for certain products, and how to tell us you want to cancel.
This policy should be read together with our Terms and Conditions, Returns & Refunds Policy, Delivery Policy, and any product-specific information shown on DonCapi.com.
Nothing in this policy removes or reduces your statutory rights.
1. Who We Are
DonCapi™
41 Norman Avenue
London
N22 5ES
United Kingdom
Email: Ciao@DonCapi.com
Website: DonCapi.com
In this policy, “DonCapi™”, “we”, “us” and “our” refer to DonCapi™. “You” and “your” refer to the customer.
2. Your Right to Cancel
For many online purchases, UK consumers have the right to cancel an order within 14 days after receiving the goods.
You do not usually need to give a reason.
This is sometimes called a “cooling-off period”.
To cancel, you must clearly tell us that you wish to cancel.
Email: Ciao@DonCapi.com
3. When the Cancellation Period Starts
For goods bought online, the 14-day cancellation period usually starts the day after you, or someone nominated by you, receives the goods.
If your order is delivered in separate parcels, the cancellation period may start from the day after the final item in that order is received.
If you are unsure when your cancellation period starts, contact us.
4. Cancelling Before Dispatch
If you want to cancel before your order is dispatched, contact us as soon as possible.
Email: Ciao@DonCapi.com
Please include:
- your full name;
- order number;
- email address used at checkout;
- item or items you want to cancel;
- reason, if you want to give one.
We will try to cancel your order before it is processed, produced, packed, dispatched or sent to a fulfilment partner.
However, cancellation before dispatch is not always possible, especially where an item is made-to-order, printed, embroidered, personalised or already in production.
5. Cancelling After Dispatch
If your order has already been dispatched, we may not be able to stop delivery.
You may still be able to cancel after receiving the goods, depending on the product and your legal rights.
If you wish to cancel after dispatch, contact:
You may need to return the goods according to our return instructions.
6. How to Tell Us You Want to Cancel
To cancel, you must make a clear statement that you wish to cancel.
You can email:
Use a subject line such as:
Cancellation Request – Order #[your order number]
Please include:
- full name;
- order number;
- email address used at checkout;
- delivery postcode;
- item or items you wish to cancel;
- date received, if already delivered.
You do not have to use special wording, but your request must clearly say you want to cancel.
7. Model Cancellation Form
You may use the form below, but you do not have to.
To: DonCapi™
Email: Ciao@DonCapi.com
I hereby give notice that I cancel my contract of sale for the following goods:
Order number:
Ordered on:
Received on:
Name of customer:
Address of customer:
Email address used for order:
Goods being cancelled:
Date:
8. Returning Goods After Cancellation
If the goods have already been delivered, you must usually return them to us or to the return address we provide.
You should normally send the goods back within 14 days after telling us you wish to cancel.
Please do not send items back before receiving return instructions.
Some products may need to be returned to:
- DonCapi™;
- a warehouse;
- a supplier;
- a fulfilment partner;
- a print-on-demand partner;
- another nominated return address.
Returning items to the wrong address may delay or prevent your refund.
9. Condition of Returned Goods
You may inspect clothing at home in a similar way to how you would inspect it in a shop.
However, you should take reasonable care of the goods.
Returned goods should normally be:
- unused;
- unworn, except for trying on;
- clean;
- unwashed;
- undamaged;
- free from odours, stains, makeup, pet hair or marks;
- returned with tags attached where possible;
- returned with original packaging where possible;
- complete with any accessories, labels or inserts.
If goods are handled beyond what is necessary to inspect them, we may make a lawful deduction from your refund.
10. Cancellation Exceptions
Some products may not be cancellable for change of mind where the law allows.
This may include:
- personalised products;
- custom-made products;
- products made to your specification;
- products printed or embroidered specifically for you;
- sealed hygiene-sensitive goods once unsealed;
- underwear, swimwear or similar items where hygiene seals are removed;
- earrings or body jewellery where hygiene packaging is opened;
- goods that deteriorate quickly;
- digital content once supply has begun, where applicable and where legal conditions are met.
This does not affect your rights if the goods are faulty, damaged, incorrect, not as described or not of satisfactory quality.
11. Made-to-Order and Print-on-Demand Items
Some DonCapi™ products may be made only after you place your order.
This may include:
- print-on-demand clothing;
- embroidered items;
- custom designs;
- personalised items;
- limited made-to-order drops;
- supplier-direct products.
If a product is made to your specification or clearly personalised, cancellation rights may be limited once production has started, unless the item is faulty or not as described.
Please check all product details carefully before ordering.
12. Refunds After Cancellation
Where you validly cancel an order, we will refund the amount due in accordance with your legal rights and our Returns & Refunds Policy.
Refunds are usually made to the original payment method.
We may wait until we have received the returned goods or evidence that you have sent them back before issuing a refund where permitted by law.
For eligible cancellations, refunds are usually processed within 14 days after receiving the goods back or receiving evidence that they have been sent back.
13. Delivery Cost Refunds
Where required by law, we will refund the cost of standard delivery for eligible cancelled orders.
If you chose a more expensive delivery method, such as express, premium or nominated-day delivery, we may only refund the cost of the cheapest standard delivery option available for that order.
If you only cancel part of an order, delivery refunds may be handled according to the circumstances and legal requirements.
14. Return Postage Costs
For change-of-mind cancellations, you may be responsible for return postage costs unless we tell you otherwise or the law requires otherwise.
If the product is faulty, incorrect, damaged or not as described, return postage will be handled in accordance with your statutory rights.
We recommend using tracked postage and keeping proof of postage.
15. Refund Deductions
We may make lawful deductions from a refund if goods have been handled beyond what is necessary to inspect them.
Examples may include:
- worn clothing;
- washed clothing;
- damaged items;
- missing tags;
- missing packaging;
- stains;
- odours;
- makeup marks;
- pet hair;
- missing accessories;
- signs of use beyond reasonable inspection.
We will assess deductions fairly.
16. Faulty, Damaged or Incorrect Goods
If your item is faulty, damaged, incorrect, not as described or not of satisfactory quality, this is not treated as a simple change-of-mind cancellation.
Contact us as soon as possible:
Please include:
- order number;
- description of the issue;
- photos or video where helpful;
- whether you want a refund, replacement, repair or exchange where available.
Your statutory rights apply.
17. Failed Delivery, Refused Delivery and Uncollected Parcels
If an order is returned because:
- the address was incorrect;
- delivery was refused;
- the parcel was not collected;
- courier access failed;
- delivery instructions were incorrect;
- customs charges were refused;
we may deduct reasonable delivery, return or handling costs from any refund where lawful.
This does not affect your statutory rights.
18. Cancelling Gift Cards or Digital Products
If DonCapi™ offers gift cards, digital products or digital services, cancellation rules may differ.
Gift Cards may not be refundable once used or redeemed, unless required by law.
Digital content may have different cancellation rules if access or supply has started after customer consent.
Please check the relevant product page and Gift Card terms before purchase.
19. Promotions and Discounts
If you cancel or return an order bought using a promotion, discount, bundle or free gift offer, your refund may be adjusted fairly.
For example:
- you may be refunded the discounted price paid;
- a free gift may need to be returned;
- bundle pricing may be recalculated;
- delivery promotions may be adjusted where lawful.
Please read our Promotion Terms for more information.
20. How to Contact Us About Cancellations
For cancellation requests, contact:
Please include your order number if available.
21. Related Pages
You may also wish to read:
- Terms and Conditions;
- Returns & Refunds Policy;
- Delivery Policy;
- Payment Methods;
- FAQ;
- Contact DonCapi™.
22. Contact DonCapi™
DonCapi™
41 Norman Avenue
London
N22 5ES
United Kingdom
Email: Ciao@DonCapi.com
Website: DonCapi.com
23. Brand Notice
DonCapi™ is a premium clothing and lifestyle brand. Any Italian-inspired, cinematic, luxury, old-world or characterful brand theme used on DonCapi.com is for lawful fashion branding and creative style only.
DonCapi™ does not promote unlawful activity, violence, intimidation, organised crime, harassment, exploitation or illegal conduct.
24. Copyright Notice
© 2026 – DonCapi™ – All rights reserved.