Effective date: 2026
Website: DonCapi.com
Brand: DonCapi™
Email: Ciao@DonCapi.com
This Dispute Resolution & Consumer Rights Help Policy explains how customers can raise and resolve unresolved issues with DonCapi.com, including disputes about orders, products, delivery, returns, refunds, faulty goods, payments, privacy, accessibility, reviews, promotions and customer service.
This policy should be read together with our Terms and Conditions, Complaints Policy, Returns & Refunds Policy, Cancellation Policy, Delivery Policy, Faulty Goods & Warranty Policy, Payment Methods, Privacy Policy, and Data Protection Rights Request Policy.
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 customers, recipients, account holders and users of DonCapi.com.
2. Purpose of This Policy
This policy explains:
- how to raise an unresolved issue;
- what information to include;
- how DonCapi™ reviews disputes;
- how order, delivery, return and refund disputes may be handled;
- how faulty goods disputes may be reviewed;
- how privacy complaints may be escalated;
- where customers can seek independent consumer guidance;
- how alternative dispute resolution may apply;
- when legal rights may still be available.
3. Start With Customer Support
If something has gone wrong, please contact us first.
Email:
Please include your order number if your issue relates to an order.
Most issues can usually be resolved through customer support, especially where the issue involves:
- missing order confirmation;
- delayed delivery;
- tracking problem;
- wrong item;
- damaged item;
- faulty item;
- return request;
- refund delay;
- payment issue;
- account issue;
- discount code problem;
- product information concern.
4. If Your Issue Is Not Resolved
If you are not satisfied with the first response, you can ask for the issue to be reviewed as a complaint.
Use the subject line:
Complaint Review – Order #[your order number]
Or, if it is not about an order:
Complaint Review – [short description]
Email:
Please explain why you disagree with the earlier response and what outcome you are asking for.
5. Information to Include
To help us review the dispute fairly, please include:
- full name;
- order number, if relevant;
- email address used at checkout;
- product name;
- delivery postcode, if relevant;
- tracking number, if relevant;
- clear summary of the issue;
- copies of previous messages;
- photos or videos, where useful;
- proof of postage, if relevant;
- payment screenshot, hiding sensitive details, if relevant;
- what outcome you are asking for;
- why you believe that outcome is fair.
Do not send full card numbers, card security codes, passwords or unnecessary sensitive information.
6. How We Review Disputes
When reviewing a dispute, DonCapi™ may consider:
- order records;
- product description;
- product page screenshots or records;
- delivery tracking;
- courier evidence;
- customer photos or video;
- supplier or fulfilment partner information;
- return tracking;
- inspection notes;
- payment records;
- refund records;
- customer service messages;
- relevant DonCapi™ policies;
- applicable UK consumer law.
We aim to review disputes fairly, practically and consistently.
7. Possible Outcomes
Depending on the issue, possible outcomes may include:
- explanation;
- apology;
- order update;
- delivery investigation;
- replacement;
- exchange;
- repair, where suitable;
- refund;
- partial refund;
- price reduction;
- store credit, if you agree;
- correction of website information;
- privacy action;
- accessibility improvement;
- no further action where the dispute is not upheld.
The outcome will depend on the facts, evidence, product type, timing and legal rights involved.
8. Delivery Disputes
Delivery disputes may involve:
- late delivery;
- lost parcel;
- damaged parcel;
- parcel marked as delivered but not found;
- wrong address;
- refused delivery;
- uncollected parcel;
- return to sender;
- customs delay;
- split delivery.
We may need to investigate with couriers, suppliers, warehouses or fulfilment partners.
If a parcel is confirmed lost before delivery, we will handle the issue in line with your legal rights and our Delivery Policy.
Citizens Advice says that if something ordered has not arrived, customers should contact the seller to ask for redelivery or a refund.
9. Faulty Goods Disputes
If your dispute is about faulty goods, please include photos or video and explain when the fault appeared.
UK consumer rights may apply where goods are faulty, not as described, not of satisfactory quality or not fit for purpose.
Citizens Advice explains that when something has gone wrong with an item, a customer may be entitled to a refund, repair or replacement.
Please read our Faulty Goods & Warranty Policy.
10. Returns and Refund Disputes
Returns and refund disputes may involve:
- refund delay;
- refund amount;
- return postage;
- rejected return;
- missing returned parcel;
- deduction from refund;
- returned item condition;
- personalised or made-to-order items;
- hygiene-sensitive products;
- partial returns;
- bundle or promotion adjustments.
We will review the return evidence and explain our decision.
Where goods are returned under cancellation rights, refund timing and return responsibilities may depend on UK distance-selling rules and our Returns & Refunds Policy.
11. Cancellation Disputes
Cancellation disputes may involve:
- order cancelled before dispatch;
- order already in production;
- made-to-order item cancellation;
- personalised item cancellation;
- cancellation after delivery;
- cancellation period disagreement;
- refund timing after cancellation.
For many online purchases, UK consumers have cancellation rights, but exceptions may apply for certain personalised, custom-made, sealed hygiene-sensitive or made-to-specification goods.
Please read our Cancellation Policy and Pre-Order & Made-to-Order Policy.
12. Payment Disputes
Payment disputes may involve:
- duplicate payment;
- failed payment;
- pending authorisation;
- declined payment;
- gift card issue;
- buy-now-pay-later issue;
- chargeback;
- refund not visible;
- currency conversion fees;
- bank charges.
Payment providers may have their own processes and timescales.
If you raise a chargeback or payment dispute, DonCapi™ may provide evidence to the payment provider, including order, delivery, refund and customer service records.
13. Promotion and Discount Disputes
Promotion disputes may involve:
- discount code not working;
- promotion expiry;
- product exclusion;
- minimum spend issue;
- referral reward issue;
- loyalty points issue;
- creator code issue;
- free delivery issue;
- bundle adjustment;
- sale price disagreement.
Promotion terms and checkout records will usually be reviewed.
Please read our Promotion Terms, Pricing, Sales & Fair Advertising Policy, and Loyalty, Rewards & Referral Policy where relevant.
14. Product Information and Advertising Disputes
If you believe a product description, price, sale claim, stock message, influencer claim, sustainability statement or advertisement was misleading, contact us with evidence.
Please include:
- page URL;
- screenshot;
- date seen;
- product name;
- advert or post link;
- explanation of concern.
We will review credible concerns and correct information where appropriate.
15. Privacy and Data Protection Disputes
If your dispute is about personal data, privacy, cookies, marketing, account deletion or a data protection rights request, contact:
Use the subject line:
Data Protection Complaint – [Your Name]
The ICO says people should complain to the organisation first and, if they have followed those steps or the organisation refuses to respond, they can complain to the ICO.
Please read our Privacy Policy and Data Protection Rights Request Policy.
16. Accessibility Disputes
If your dispute is about accessibility, please tell us:
- page URL;
- what you were trying to do;
- what went wrong;
- device used;
- browser used;
- assistive technology used, if any;
- screenshots or recording, where useful.
We will review accessibility issues and consider reasonable improvements.
Please read our Accessibility Statement.
17. Independent Consumer Advice
Customers can seek independent consumer advice.
In England and Wales, Citizens Advice can provide consumer guidance, including help with faulty goods, refunds, deliveries and disputes.
Citizens Advice also provides template letters and guidance for consumer complaints.
18. Trading Standards
Trading Standards may become involved in some consumer issues, usually through the appropriate consumer advice route.
Customers should normally try to resolve the issue with DonCapi™ first, then seek independent advice if the issue remains unresolved.
19. Alternative Dispute Resolution
Alternative dispute resolution, known as ADR, means ways of resolving disputes without going to court.
ADR may include:
- mediation;
- conciliation;
- arbitration;
- ombudsman-style services;
- independent complaint review.
GOV.UK describes ADR as ways of resolving disputes between consumers and traders that do not involve going to court.
DonCapi™ does not currently name a specific ADR provider on this page. If DonCapi™ joins, uses or is required to use a particular ADR provider in the future, this policy should be updated with the provider’s details and process.
20. Court Action
This policy does not stop customers from using legal rights or court processes where available.
However, we encourage customers to contact DonCapi™ first so we can try to resolve the issue without formal proceedings.
If a dispute cannot be resolved, the laws and courts that apply may be explained in our Terms and Conditions.
21. Time Limits
Different rights and claims may have different time limits.
Examples may include:
- cancellation periods for online orders;
- return deadlines;
- faulty goods rights;
- chargeback deadlines;
- courier investigation windows;
- data protection response times;
- legal limitation periods.
Please raise issues as soon as possible so they can be investigated fairly.
22. Evidence and Honesty
Customers should provide accurate information when raising disputes.
False or misleading disputes may result in refusal of a remedy.
Examples of dishonest claims may include:
- pretending an item was not delivered when it was;
- damaging an item and claiming it arrived faulty;
- sending photos of a different product;
- returning a different item;
- making false chargebacks;
- hiding relevant information;
- submitting altered evidence.
DonCapi™ may restrict accounts or refuse future orders where fraud or abuse is suspected.
23. Chargebacks
A chargeback is a payment dispute raised through your bank or payment provider.
We encourage customers to contact us first.
If you raise a chargeback, DonCapi™ may provide evidence such as:
- order confirmation;
- payment record;
- delivery tracking;
- courier proof;
- customer messages;
- refund records;
- return records;
- product information;
- fraud checks.
Fraudulent chargebacks may result in account restrictions or refusal of future orders.
24. Complaint Records
DonCapi™ may keep records of disputes and complaints for:
- customer service;
- legal compliance;
- fraud prevention;
- accounting;
- product safety;
- quality improvement;
- supplier review;
- delivery investigations;
- defending legal claims.
Personal information is handled according to our Privacy Policy.
25. Behaviour During Disputes
We aim to handle disputes respectfully.
Customers are expected to communicate respectfully too.
We may limit or stop communication where messages become:
- abusive;
- threatening;
- discriminatory;
- harassing;
- excessively repetitive;
- knowingly false;
- unrelated to the issue;
- harmful to staff, contractors or support agents.
We will still aim to deal with genuine consumer issues fairly.
26. No Waiver of Rights
If DonCapi™ offers a goodwill solution, this does not mean we accept legal liability unless clearly stated.
Goodwill actions may include:
- discount;
- store credit;
- replacement;
- free delivery;
- partial refund;
- courtesy gesture.
Goodwill gestures do not remove your statutory rights.
27. Policy Updates
We may update this Dispute Resolution & Consumer Rights Help Policy from time to time.
Updates may be made because of:
- legal changes;
- new ADR rules;
- new dispute processes;
- new payment methods;
- new fulfilment partners;
- new products;
- customer support improvements;
- business changes.
The latest version will be posted on DonCapi.com.
28. Related Pages
You may also wish to read:
- Terms and Conditions;
- Complaints Policy;
- Returns & Refunds Policy;
- Cancellation Policy;
- Delivery Policy;
- Faulty Goods & Warranty Policy;
- Product Safety & Recall Policy;
- Payment Methods;
- Promotion Terms;
- Pricing, Sales & Fair Advertising Policy;
- Privacy Policy;
- Data Protection Rights Request Policy;
- Accessibility Statement.
29. Contact DonCapi™
For unresolved disputes or consumer rights help, contact:
DonCapi™
41 Norman Avenue
London
N22 5ES
United Kingdom
Email: Ciao@DonCapi.com
Website: DonCapi.com
Use the subject line:
Complaint Review – Order #[your order number]
30. 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.
31. Copyright Notice
© 2026 – DonCapi™ – All rights reserved.