Effective date: 2026
Website: DonCapi.com
Brand: DonCapi™
Email: Ciao@DonCapi.com
DonCapi™ aims to provide a premium, fair and reliable shopping experience.
We understand that sometimes things can go wrong. This Complaints Policy explains how you can make a complaint, what information to include, how we will handle your complaint, and what options may be available if you are not satisfied with our response.
This policy should be read together with our Terms and Conditions, Returns & Refunds Policy, Delivery Policy, Privacy Policy, Cookie Policy and Accessibility Statement.
Nothing in this Complaints 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, visitor, account holder or person making the complaint.
2. Our Complaint Handling Aim
We aim to handle complaints in a way that is:
- fair;
- respectful;
- clear;
- practical;
- evidence-based;
- customer-focused;
- consistent with UK consumer law;
- consistent with data protection law where relevant.
We will try to understand what happened, review the available evidence, explain our position clearly and offer a suitable resolution where appropriate.
3. What You Can Complain About
You can contact us about any issue involving DonCapi.com, including:
- order problems;
- missing order confirmation;
- payment issues;
- delivery delays;
- lost parcels;
- parcels marked as delivered but not received;
- damaged parcels;
- wrong item received;
- faulty clothing;
- incorrect size or colour sent;
- product description concerns;
- sizing information;
- returns;
- refunds;
- exchanges;
- cancellation requests;
- customer service;
- discount codes or promotions;
- account access;
- website problems;
- accessibility issues;
- privacy or data protection concerns;
- marketing or cookie concerns;
- supplier or fulfilment issues.
4. Before Making a Complaint
For faster help, you may first wish to check the relevant page:
- Delivery Policy for delivery, tracking, split delivery and courier issues;
- Returns & Refunds Policy for cancellations, returns, faulty items and refunds;
- Size Guide for fit and measurement information;
- Privacy Policy for personal data questions;
- Cookie Policy for cookie and tracking questions;
- Accessibility Statement for accessibility feedback;
- Terms and Conditions for order and website rules.
You can still contact us if you are unsure which policy applies.
5. How to Make a Complaint
To make a complaint, email:
Use a clear subject line, such as:
Complaint – Order #[your order number]
Or, if it is not about an order:
Complaint – [short description of issue]
Please include as much relevant information as possible.
6. Information to Include
To help us investigate, please include:
- your full name;
- order number, if relevant;
- email address used for the order;
- delivery postcode, if relevant;
- product name, if relevant;
- date of order, if relevant;
- a clear description of what happened;
- what outcome you are asking for;
- photos or video, where helpful;
- screenshots, where helpful;
- courier tracking number, if available;
- copies of previous messages, if relevant.
Please do not send full payment card numbers, card security codes, passwords or sensitive personal information unless it is genuinely necessary.
7. Complaints About Faulty, Damaged or Incorrect Items
If your complaint is about a faulty, damaged or incorrect item, please include:
- order number;
- product name;
- description of the fault or issue;
- photos of the item;
- photos of packaging, if damaged;
- photo of the label or wrong item, if relevant;
- whether you want a refund, replacement, repair or exchange where available.
We will assess the issue in line with your legal rights and our Returns & Refunds Policy.
Goods sold to UK consumers must meet legal standards, including being as described, of satisfactory quality and fit for purpose.
8. Complaints About Delivery
If your complaint is about delivery, please include:
- order number;
- delivery address postcode;
- tracking number;
- courier name, if known;
- delivery status shown by tracking;
- whether the parcel is delayed, lost, damaged or marked as delivered;
- any courier photos or delivery notes;
- safe place or neighbour details, if relevant.
We may need to investigate with the courier, supplier, warehouse or fulfilment partner.
Please allow reasonable time for delivery investigations, especially where courier evidence is needed.
9. Complaints About Returns or Refunds
If your complaint is about a return or refund, please include:
- order number;
- return tracking number;
- proof of postage;
- item or items returned;
- date returned;
- refund amount expected;
- reason you believe the refund is incorrect or delayed.
Refund timing may depend on when the returned goods were received and checked, and on bank or payment provider processing times.
10. Complaints About Sizing or Fit
If your complaint is about sizing or fit, please include:
- product name;
- size ordered;
- size expected;
- product measurements, if available;
- photos of the garment laid flat with measurements, if helpful;
- details of how the fit differs from the product description or Size Guide.
Sizing can vary between garment styles, fits, suppliers and production batches. However, if an item is materially different from its description, we will review the matter fairly.
11. Complaints About Website Accessibility
If you experience an accessibility problem on DonCapi.com, please include:
- page URL;
- what you were trying to do;
- what went wrong;
- device type;
- browser name and version, if known;
- assistive technology used, if any;
- screenshots or screen recordings, if helpful.
We will review accessibility complaints and consider reasonable improvements where possible.
12. Complaints About Privacy or Personal Data
If your complaint is about privacy, cookies, marketing or personal data, contact:
Please include:
- your full name;
- email address linked to your account or order;
- details of your concern;
- what you would like us to do;
- any relevant dates or screenshots.
We may need to verify your identity before responding to certain privacy or data protection requests.
You also have the right to complain to the UK Information Commissioner’s Office if you are unhappy with how your personal data has been handled.
13. How We Handle Complaints
When we receive a complaint, we may:
- acknowledge your complaint;
- review the information provided;
- ask for more evidence or details if needed;
- check order, delivery, payment or account records;
- contact a courier, supplier or fulfilment partner where relevant;
- assess the issue against our policies and legal obligations;
- explain our findings;
- offer a resolution where appropriate.
We aim to be clear and fair in our response.
14. Response Times
We aim to respond as soon as reasonably possible.
Some complaints are simple and can be resolved quickly. Others may take longer, especially where we need information from:
- couriers;
- payment providers;
- suppliers;
- warehouses;
- fulfilment partners;
- fraud prevention tools;
- technical support providers.
During busy periods, launches, sales, weekends or bank holidays, responses may take longer.
If your complaint involves a data protection rights request, legal response timeframes may apply.
15. Possible Outcomes
Depending on the complaint and circumstances, possible outcomes may include:
- explanation;
- apology;
- order update;
- replacement;
- exchange;
- refund;
- repair, where suitable;
- store credit, if you agree;
- delivery investigation;
- correction of account or order information;
- correction of website information;
- technical fix;
- accessibility improvement;
- privacy action;
- no further action where the complaint is not upheld.
We will not offer compensation or remedies where there is no legal, contractual or goodwill basis to do so.
16. Evidence and Fair Assessment
We may rely on evidence such as:
- order records;
- payment records;
- product descriptions;
- product photos;
- customer photos;
- courier tracking;
- delivery confirmation;
- warehouse records;
- supplier records;
- return inspection notes;
- website logs;
- customer service messages;
- fraud prevention checks.
Please provide accurate information. False or misleading complaints may result in refusal of a remedy, cancellation of orders, account restrictions or other appropriate action.
17. Complaints Involving Third Parties
DonCapi™ may use third parties such as:
- couriers;
- payment providers;
- fulfilment partners;
- print-on-demand providers;
- suppliers;
- hosting providers;
- email marketing tools;
- review platforms;
- analytics providers.
Where your complaint involves a third party, we may need to share necessary information with them to investigate and resolve the issue.
If DonCapi™ is the seller, we remain responsible for dealing with your order in accordance with your rights and our policies, even where a third party helps fulfil or deliver the order.
18. Refunds and Legal Rights
If your complaint results in a refund, refunds are usually made to the original payment method.
For cancelled online orders, refund rights may depend on the Consumer Contracts Regulations and our Returns & Refunds Policy.
For faulty, damaged, incorrect or not-as-described goods, your rights may depend on the Consumer Rights Act 2015 and the circumstances of the issue.
Nothing in this policy affects your statutory rights.
19. If You Are Not Happy With Our Response
If you are not satisfied with our response, reply to the email thread and explain why.
Please include:
- what part of our response you disagree with;
- any new evidence;
- what outcome you are asking for;
- why you believe the outcome is fair.
We may review the matter again.
A second review may not always change the outcome, especially if no new evidence is provided.
20. External Help for Consumer Issues
If you need independent consumer advice, you may contact Citizens Advice.
Citizens Advice can provide guidance about consumer rights, faulty goods, refunds and disputes.
You may also have the option of contacting Trading Standards through the appropriate consumer advice route.
21. Data Protection Complaints and the ICO
If your complaint is about personal data and you are not satisfied with our response, you can contact the UK Information Commissioner’s Office.
ICO website: ico.org.uk
ICO telephone: 0303 123 1113
The ICO usually expects you to complain to the organisation first and give it a chance to respond.
22. Abusive or Unreasonable Behaviour
We want to resolve complaints respectfully.
We may limit or stop communication where messages become:
- abusive;
- threatening;
- discriminatory;
- harassing;
- excessively repetitive;
- knowingly false;
- unrelated to the complaint;
- harmful to staff, contractors or support agents.
We will still aim to handle legitimate complaints fairly.
23. Chargebacks and Payment Disputes
If you raise a chargeback or payment dispute with your bank or payment provider, we may provide evidence such as:
- order confirmation;
- delivery tracking;
- proof of dispatch;
- customer messages;
- refund records;
- return records;
- product information;
- fraud checks.
We encourage customers to contact us first so we can try to resolve the issue directly.
24. Complaints Records
We may keep records of complaints to:
- resolve the issue;
- improve customer service;
- meet legal obligations;
- protect our legal rights;
- prevent fraud or abuse;
- monitor recurring problems.
Complaint records will be handled in accordance with our Privacy Policy.
25. Contact DonCapi™
To make a complaint, contact:
DonCapi™
41 Norman Avenue
London
N22 5ES
United Kingdom
Email: Ciao@DonCapi.com
Website: DonCapi.com
26. Changes to This Complaints Policy
We may update this Complaints Policy from time to time.
The latest version will be posted on DonCapi.com.
27. 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.
28. Copyright Notice
© 2026 – DonCapi™ – All rights reserved.