Effective date: 2026
Website: DonCapi.com
Brand: DonCapi™
Email: Ciao@DonCapi.com
This Pre-Order & Made-to-Order Policy explains how pre-orders, made-to-order items, print-on-demand products, embroidered items, personalised products, limited drops and supplier-direct products may work on DonCapi.com.
This policy should be read together with our Terms and Conditions, Returns & Refunds Policy, Cancellation Policy, Delivery Policy, Payment Methods, Our Quality, 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 customers and users of DonCapi.com.
2. What This Policy Covers
This policy may apply to products described as:
- pre-order;
- coming soon;
- made-to-order;
- print-on-demand;
- embroidered to order;
- personalised;
- custom;
- limited drop;
- back-order;
- supplier-direct;
- produced after purchase;
- fulfilled by a third-party production partner.
Product pages should explain where special ordering, delivery or return conditions apply.
3. What Is a Pre-Order?
A pre-order means you place an order for a product before it is ready for immediate dispatch.
This may happen where:
- a new collection is launching soon;
- a product is in production;
- stock is expected later;
- a limited drop is open before dispatch;
- demand is being collected before production;
- a supplier or fulfilment partner is preparing stock.
Pre-order dates are estimates unless clearly stated as guaranteed.
4. What Is Made-to-Order?
Made-to-order means the product may be created, printed, embroidered, customised, sourced or produced after you place your order.
This may include:
- printed T-shirts;
- printed hoodies;
- embroidered sweatshirts;
- custom graphics;
- personalised clothing;
- limited made-to-order drops;
- special colourways;
- supplier-direct items;
- products produced by print-on-demand partners.
Made-to-order products may take longer than ready-stock items.
5. Product Page Information
Where relevant, DonCapi™ aims to show important information on product pages, such as:
- whether the item is pre-order;
- whether the item is made-to-order;
- estimated dispatch date;
- estimated delivery period;
- production time;
- fulfilment method;
- return restrictions;
- cancellation limits;
- size and fit notes;
- customisation details;
- whether separate delivery may apply.
Please read the product page carefully before placing an order.
6. Payment Timing
For pre-order or made-to-order products, payment may be taken when you place the order.
This may be necessary to:
- reserve the item;
- start production;
- order materials;
- secure supplier stock;
- process embroidery or printing;
- confirm a limited drop allocation.
Your order confirmation does not always mean the item is ready for immediate dispatch.
7. Estimated Production and Dispatch Times
Production and dispatch times may vary depending on the product.
Factors that may affect timing include:
- print production;
- embroidery production;
- supplier stock;
- garment availability;
- quality checks;
- packaging;
- fulfilment partner workload;
- seasonal demand;
- courier availability;
- customs, where relevant;
- delays outside our control.
Estimated dates are provided in good faith but are not guaranteed unless clearly stated as guaranteed.
8. Delivery Estimates
Delivery estimates for pre-order and made-to-order items may include both:
- production time; and
- shipping time.
For example, a product may take time to be produced before it is dispatched.
The estimated delivery date may change if production or supplier timelines change.
Please read our Delivery Policy for more information.
9. Delays
Pre-order and made-to-order items may sometimes be delayed.
Delays may happen because of:
- supplier delays;
- production delays;
- garment shortages;
- material shortages;
- printing issues;
- embroidery issues;
- quality control problems;
- courier disruption;
- customs delays;
- high order volume;
- weather;
- strikes;
- technical problems;
- events outside our control.
If we become aware of a significant delay, we will try to update affected customers.
10. What Happens If a Pre-Order Is Delayed?
If a pre-order is delayed, DonCapi™ may:
- give you an updated estimate;
- offer to continue with the order;
- offer an alternative product;
- cancel the affected item;
- issue a refund where appropriate;
- contact you for instructions.
If the new timeframe is not acceptable, contact us at:
11. What Happens If Production Fails?
Sometimes a made-to-order or pre-order product may not be possible to fulfil.
This may happen if:
- the blank garment becomes unavailable;
- a size or colour sells out;
- print or embroidery fails quality checks;
- a supplier cancels production;
- a product is discontinued;
- fulfilment becomes unavailable;
- a technical or listing error occurred.
If this happens, we may cancel the affected item and issue a refund, or offer an alternative if available.
12. Limited Drops
Limited drops may be available for a short time or in limited quantities.
A limited drop may:
- sell out quickly;
- have longer fulfilment times;
- use special production methods;
- not be restocked;
- have product-specific return notes;
- be restricted to selected sizes or colours.
Adding a limited item to your basket does not reserve it unless checkout is completed and the order is accepted.
13. Back-Orders
A back-order means the product is not currently ready for immediate dispatch but may be available later.
Back-order dates are estimates.
If a back-order cannot be fulfilled, we may cancel the affected item and refund you.
14. Split Orders
If your order contains both ready-stock and made-to-order products, they may be shipped separately.
This may happen where:
- one item is ready before another;
- products come from different fulfilment partners;
- one item is made-to-order;
- products are stored in different locations;
- parcel size or weight requires separate dispatch.
You should not usually be charged extra delivery fees for split delivery unless clearly stated before purchase.
15. Cancelling Before Production Starts
If you want to cancel a pre-order or made-to-order item before production starts, contact us as soon as possible:
Please include:
- full name;
- order number;
- email address used at checkout;
- item you want to cancel;
- reason, if you want to give one.
We will try to help, but cancellation may not always be possible once production, printing, embroidery, customisation, sourcing, packing or fulfilment has started.
16. Cancelling After Production Starts
If production has started, cancellation may be limited, especially for:
- personalised items;
- custom-made products;
- products made to your specification;
- printed-to-order items;
- embroidered-to-order items;
- limited products produced specifically for your order.
This does not affect your rights if the item is faulty, damaged, incorrect, not as described or not of satisfactory quality.
17. Legal Cancellation Rights
For many online orders, UK customers have a legal right to cancel up to 14 days after delivery.
However, certain goods may be exempt from change-of-mind cancellation rights where the law allows, including goods made to the customer’s specification or clearly personalised.
If you are unsure whether a product is exempt, contact us before ordering.
Email: Ciao@DonCapi.com
18. Returns for Made-to-Order Products
Made-to-order products may not always be returnable for change of mind where the law allows.
This may apply to:
- personalised clothing;
- custom designs;
- made-to-specification items;
- embroidered products made specifically for you;
- printed items made specifically for you.
However, you still have rights if the item is:
- faulty;
- damaged;
- incorrect;
- not as described;
- not of satisfactory quality;
- not fit for purpose.
Please read our Returns & Refunds Policy.
19. Size Selection for Made-to-Order Items
You are responsible for choosing the correct size before ordering.
For made-to-order, personalised, printed or embroidered items, size changes may not be possible after production starts.
Before ordering, please check:
- Size Guide;
- product measurements;
- fit description;
- product page notes;
- whether the item is oversized, relaxed, slim or regular fit;
- whether the product is made-to-order.
If you are unsure, contact us before purchase.
20. Colour and Design Approval
For personalised or custom products, you are responsible for checking the details you submit.
This may include:
- spelling;
- initials;
- names;
- numbers;
- custom text;
- design position;
- colour choice;
- size choice;
- product variation;
- uploaded artwork.
We may not be able to correct mistakes after production starts.
21. Customer-Supplied Artwork or Text
If DonCapi™ allows customer-supplied artwork, logos, images or text, you must make sure you have permission to use it.
You must not submit content that:
- infringes copyright;
- infringes trade marks;
- copies another brand;
- is offensive;
- is discriminatory;
- is unlawful;
- promotes hate or violence;
- contains private information;
- violates another person’s rights.
We may refuse custom orders that appear unlawful, offensive, infringing or unsuitable for DonCapi™.
22. Quality Checks
Made-to-order products may go through quality checks before dispatch.
Quality checks may include reviewing:
- print alignment;
- embroidery quality;
- garment condition;
- colour;
- size;
- packaging;
- order details.
If an item fails quality checks, production may need to be repeated, which may cause delays.
23. Product Variation
Made-to-order and print-on-demand products may have minor variations.
These may include slight differences in:
- print placement;
- embroidery placement;
- colour;
- fabric texture;
- garment measurements;
- packaging;
- label placement;
- production batch.
Minor variations are normal unless the product is materially different from the description or faulty.
24. Supplier-Direct Made-to-Order Products
Some products may be produced or dispatched directly by selected suppliers or fulfilment partners.
This may affect:
- production time;
- tracking availability;
- packaging;
- return address;
- delivery estimate;
- split delivery;
- customs charges for international orders.
Where relevant, product pages or delivery information should explain supplier-direct fulfilment.
25. International Pre-Orders and Made-to-Order Items
International orders may take longer due to:
- production;
- international shipping;
- customs clearance;
- local courier handling;
- import charges;
- customs paperwork;
- destination country delays.
Customers outside the UK may be responsible for customs charges, import VAT, duties, courier fees or local taxes unless checkout clearly states otherwise.
Please read our Customs, Duties & International Shipping Charges Policy.
26. Refunds for Cancelled Pre-Orders
If we cancel a pre-order because we cannot fulfil it, we will refund the amount due using the original payment method where possible.
If you validly cancel a pre-order before production or fulfilment starts, we will process any refund due in accordance with your rights and our policies.
Refund timing may depend on your payment provider.
27. Refunds for Delayed Orders
A delay does not automatically mean a refund is due in every case, especially where a clear longer delivery estimate was provided.
However, if an order cannot be delivered within the agreed or reasonable timeframe, you may have rights depending on the circumstances.
Contact us if your order is delayed and you want to discuss options.
Email: Ciao@DonCapi.com
28. Product Changes Before Dispatch
In rare cases, a supplier or fulfilment partner may change a product detail before dispatch.
If a change is significant, we may contact you.
Significant changes may include:
- different garment type;
- different colour;
- different material;
- different print method;
- major design change;
- major delivery delay;
- discontinued size.
We will not knowingly substitute a materially different product without appropriate action.
29. Restocks
Pre-order or made-to-order availability does not guarantee future restocks.
Some products may be:
- one-time drops;
- seasonal items;
- limited designs;
- discontinued after launch;
- unavailable in certain sizes later.
If you miss a drop, we may not be able to recreate it.
30. Communication
For pre-orders and made-to-order items, we may contact you about:
- order confirmation;
- production updates;
- delays;
- dispatch;
- tracking;
- product changes;
- cancellation options;
- refund updates;
- support questions.
Please make sure your email address is correct at checkout.
31. Customer Responsibility
Before ordering a pre-order or made-to-order product, please check:
- product description;
- size;
- colour;
- fit;
- custom details;
- estimated dispatch date;
- estimated delivery time;
- return notes;
- cancellation notes;
- whether the item is personalised;
- whether the item is made-to-order;
- whether customs charges may apply.
If something is unclear, contact us before ordering.
32. Related Pages
You may also wish to read:
- Terms and Conditions;
- Cancellation Policy;
- Returns & Refunds Policy;
- Delivery Policy;
- Size Guide;
- Clothing Care Guide;
- Payment Methods;
- Customs, Duties & International Shipping Charges Policy;
- Our Quality;
- Product Safety & Recall Policy.
33. Contact DonCapi™
For pre-order or made-to-order questions, contact:
DonCapi™
41 Norman Avenue
London
N22 5ES
United Kingdom
Email: Ciao@DonCapi.com
Website: DonCapi.com
Please include your order number if your enquiry is about an existing order.
34. 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.
35. Copyright Notice
© 2026 – DonCapi™ – All rights reserved.