Effective Date: 15 August 2026
Last Updated: 15 August 2026
This Returns & Refunds Policy explains the circumstances in which DonCapi Signature™ accepts cancellations, replacements, refunds and returns for orders placed through DonCapi.com.
DonCapi currently sells and delivers products to customers within the United States only.
1. Important Made-to-Order Policy
DonCapi products are produced specifically after an order is placed.
Because our products are made to order rather than taken from pre-produced retail inventory, we generally do not accept returns or exchanges for non-defective products where:
- you change your mind;
- you no longer want the product;
- you selected the wrong colour;
- you selected the wrong product or variant;
- you ordered the wrong quantity;
- you do not like the fit or style after receiving the product;
- you prefer another design; or
- the product was purchased accidentally but production could not be stopped in time.
Non-defective made-to-order purchases are therefore considered final once production has begun, except where applicable law provides otherwise.
This restriction does not affect your rights where a product is damaged, defective, materially incorrect, materially different from what was ordered, not delivered, or otherwise subject to a remedy required by applicable law.
2. When You May Be Eligible for a Remedy
Please contact DonCapi if your order:
- arrives damaged;
- contains a manufacturing defect;
- contains a material embroidery or production defect;
- contains the wrong product;
- contains the wrong design;
- contains the wrong colour or variant due to a fulfilment error;
- is materially different from the product ordered;
- is missing an item;
- is confirmed lost in transit;
- does not arrive and qualifies for a remedy under applicable law; or
- is otherwise subject to a legally required refund, replacement or other remedy.
Depending on the circumstances, the appropriate remedy may include:
- a replacement;
- a reproduction of the affected product;
- a full refund;
- a partial refund; or
- another remedy required by applicable law.
3. Damaged or Defective Products
If your DonCapi product arrives damaged or contains a manufacturing or production defect, please contact us as soon as reasonably possible.
For the fastest resolution, please report the issue within 30 days of delivery.
Email:
Please include:
- your order number;
- your full name;
- a brief description of the problem; and
- clear photographs or video showing the issue where reasonably possible.
Where a product is defective, damaged or incorrectly produced, we will review the circumstances and arrange an appropriate remedy where the claim is valid.
Reporting an issue within 30 days allows us to raise the matter promptly with our production network. A claim submitted after 30 days will still be considered where applicable law requires a remedy or where the circumstances reasonably justify further review.
4. Wrong Product, Colour or Design
If you receive a product, colour, design or variant that differs materially from what your DonCapi order confirms, please contact:
Please include your order number and clear photographs of the product received.
Where the error was caused by DonCapi or our production and fulfilment network, you will not be charged for correcting the error.
Depending on the circumstances, we may provide a replacement, reproduction, refund or another appropriate remedy.
5. Missing Items
If an order contains multiple products and one or more products are missing, first check whether the order has been divided into separate shipments.
Different products may occasionally be produced or shipped separately and may therefore arrive at different times.
If the item is not part of another shipment, contact:
If we confirm that an item was omitted and will not arrive separately, we will arrange an appropriate replacement or refund.
6. Change-of-Mind Returns
Because DonCapi products are produced specifically after an order is placed, we do not normally accept returns or provide refunds simply because a customer changes their mind.
This includes circumstances where:
- the customer no longer wants the product;
- the product is no longer required;
- the customer prefers another style;
- the customer decides the colour is not suitable;
- the product was purchased as an unwanted gift; or
- the customer expected a different subjective look or feel where the product materially matches its description.
Please review all product photographs, descriptions, colour options and product information carefully before completing your purchase.
Nothing in this section removes any non-waivable right provided by applicable law.
7. Incorrect Product or Variant Selected by the Customer
DonCapi is not normally able to provide a free replacement, exchange or refund where the product was produced correctly according to the option selected by the customer.
This includes selecting:
- the wrong colour;
- the wrong product variant;
- the wrong design;
- the wrong quantity; or
- another incorrect option during checkout.
Please verify your order carefully before submitting payment.
If you notice an error immediately after ordering, contact us as quickly as possible at:
If production has not yet begun, we will make reasonable efforts to correct or cancel the order.
Once production has started, a modification or cancellation may no longer be possible.
8. Exchanges
DonCapi does not currently operate a traditional stock-based exchange programme.
Because products are made to order, we generally cannot accept a correctly produced item back and exchange it for another colour, design or variant.
A replacement issued because of damage, defect, incorrect production or another qualifying problem is not treated as a voluntary exchange.
9. Order Cancellations
If you wish to cancel an order, contact us immediately at:
Please include your order number.
If the order has not yet entered production, we will make reasonable efforts to cancel it.
If cancellation is successfully completed before production begins, the affected amount will be refunded.
Once production has started, cancellation may no longer be possible because the product may already be in the manufacturing process.
Submitting a cancellation request does not guarantee that cancellation can be completed.
10. Order Changes
Requests to change:
- the product;
- colour;
- variant;
- design;
- quantity;
- shipping address; or
- other order details
should be submitted immediately after the order is placed.
Once an order enters production, some or all changes may no longer be technically possible.
Please contact:
11. How to Report a Product Problem
To report an issue, email:
Whenever possible, include:
- your order number;
- your name;
- the email address used for the order;
- the affected product;
- a clear description of the issue;
- photographs showing the whole product;
- close-up photographs showing the defect or damage; and
- photographs of the packaging where the item was damaged during delivery.
Clear evidence allows us to investigate and resolve genuine production problems more quickly.
12. Photographs and Evidence
We may reasonably request photographs or video where necessary to verify:
- manufacturing damage;
- embroidery defects;
- incorrect design placement;
- the wrong product;
- the wrong colour or variant;
- delivery damage;
- a material product defect; or
- another claimed production issue.
Evidence requested will be limited to what is reasonably necessary to investigate the claim.
If multiple products are affected by the same problem, we may request a photograph or video showing all affected products together.
13. Do Not Return Products Without Authorisation
Please do not send a product back before contacting DonCapi.
Many qualifying damaged or defective product claims can be resolved without requiring the physical item to be returned.
Sending a product back without return instructions may delay or prevent us from properly identifying and processing the return.
If a physical return is required, DonCapi will provide return instructions.
14. Our London Address Is Not an Automatic Returns Centre
Our registered business correspondence address is:
DonCapi Signature™
41 Norman Avenue
London
N22 5ES
United Kingdom
This address should not be used as a product return address unless DonCapi has specifically instructed you in writing to send a product there.
Our products are produced and fulfilled through a third-party United States production and fulfilment network, and the appropriate handling of a return depends on the circumstances of the order.
Always contact returns@doncapi.com before sending any product.
15. Return Shipping Costs
Where DonCapi specifically requires the physical return of a product because the product:
- was damaged;
- was defective;
- was incorrectly produced; or
- was sent incorrectly due to our error,
DonCapi will provide appropriate return instructions and will not require the customer to bear reasonable return shipping costs for correcting our error where applicable.
Do not independently purchase international postage or another return service expecting reimbursement unless DonCapi has first authorised that return method.
16. Restocking Fees
DonCapi does not charge a restocking fee for an approved return involving a damaged, defective or incorrectly supplied product.
Non-defective change-of-mind returns are not normally accepted, so a restocking fee does not ordinarily arise.
17. Replacement Products
Where a replacement is approved, the replacement will normally be produced using the same product configuration as the original qualifying order unless another arrangement has been expressly agreed.
A replacement product is itself made to order and will therefore require a new production period before shipment.
Once dispatched, new tracking information may be provided where tracking is available.
18. Refund Method
Approved monetary refunds will normally be issued to the original payment method used for the purchase.
Depending on how the order was paid, this may involve the customer’s original:
- payment card;
- PayPal account;
- Google Pay payment method; or
- other original payment source accepted by DonCapi.
DonCapi will not normally substitute store credit for a monetary refund unless:
- the customer expressly agrees to store credit; or
- the original payment method cannot technically accept the refund and another lawful arrangement is agreed.
19. Refund Processing Time
Once DonCapi approves and issues a refund, we will submit it to the applicable payment provider without unreasonable delay.
The time required for the refunded amount to appear in the customer’s account may depend on:
- the payment provider;
- the customer’s bank or card issuer;
- the payment method; and
- financial-network processing times.
DonCapi does not control the time taken by a customer’s bank or payment provider to post a refund after the refund has been transmitted.
Where United States federal law requires a particular refund timeframe for an unshipped order, DonCapi will comply with that requirement.
20. Full Refunds
A full refund may be appropriate where, for example:
- an entire order cannot be fulfilled;
- an entire qualifying order is materially defective;
- an incorrect order cannot reasonably be replaced;
- a qualifying shipment is confirmed lost and replacement is not selected; or
- a full refund is otherwise required by applicable law.
Where federal law requires a full refund because merchandise cannot be shipped, the refund will include the amounts required by applicable law, including qualifying shipping, handling or other charges associated with the unshipped merchandise.
21. Partial Refunds
A partial refund may be appropriate where:
- only one item in a multi-item order is affected;
- part of an order cannot be fulfilled;
- the customer agrees to retain an affected product in exchange for an appropriate partial refund; or
- another partial remedy is reasonable and legally permitted.
A partial refund will be calculated according to the portion of the order affected and any amounts required to be refunded by applicable law.
22. Original Shipping Charges
Where an entire order is refunded because it was not shipped, cannot be fulfilled, or must be fully refunded under applicable law, applicable original shipping charges will also be refunded where required.
For a partial refund involving only one item from a larger successfully delivered order, original shipping charges are not automatically refundable unless:
- the shipping service itself was affected;
- the refunded product caused the relevant shipping charge;
- DonCapi agrees otherwise; or
- applicable law requires the shipping charge to be refunded.
23. Taxes
Where a monetary refund is issued, any sales tax or other tax collected in connection with the refunded amount will be handled in accordance with applicable tax law and the operation of the relevant payment and tax systems.
24. Sale, Promotional and Discounted Products
Unless a particular promotion expressly states otherwise, products purchased using:
- a discount code;
- a promotional offer;
- a temporary sale price; or
- another DonCapi promotion
remain subject to this Returns & Refunds Policy.
A promotional or discounted price does not reduce a customer’s rights concerning a product that is damaged, defective, incorrect or otherwise subject to a mandatory legal remedy.
25. Price Changes After Purchase
DonCapi may change product prices or run promotions from time to time.
A later reduction in price does not automatically entitle a customer to a refund of the difference between the original purchase price and a later promotional price unless DonCapi expressly offers a price-adjustment programme.
26. Gifts
A product purchased as a gift remains subject to the same made-to-order return rules.
An unwanted but correctly produced gift does not automatically qualify for a return, exchange or refund.
If a gift is damaged, defective or incorrect, please contact us with the original order information where available.
27. Duplicate or Accidental Orders
If you accidentally place a duplicate order or make another ordering mistake, contact us immediately at:
If the affected order has not entered production, we will make reasonable efforts to cancel it.
If production has already started, cancellation may no longer be possible.
28. Incorrect or Incomplete Delivery Address
Customers are responsible for providing a complete and accurate delivery address.
If an order cannot be delivered because the customer supplied an incorrect, incomplete or undeliverable address, the order does not automatically qualify for a free replacement or full refund.
Depending on the circumstances, we may be able to offer:
- reshipment;
- a replacement at additional cost;
- a partial refund; or
- another reasonable resolution.
If the address problem was caused by DonCapi or our fulfilment network rather than by the customer, DonCapi will arrange an appropriate remedy without charging the customer for correcting our error.
29. Lost Shipments
If a shipment is confirmed lost in transit, DonCapi will review the shipment and arrange an appropriate remedy.
Depending on the circumstances, this may include:
- a replacement shipment; or
- a refund.
Please report a missing shipment as soon as reasonably possible and preferably within 30 days of the estimated delivery date so that we can investigate while carrier and production records remain readily available.
This reporting request does not remove any right that applicable law gives to a customer.
30. Tracking Shows Delivered but the Package Is Missing
If tracking shows that an order was delivered but the customer cannot locate it, we may review:
- carrier tracking;
- the delivery address;
- delivery confirmation;
- available carrier information; and
- other relevant circumstances.
Customers may also be asked to check:
- mailboxes;
- porches or designated delivery areas;
- building reception;
- household members;
- neighbours where appropriate; and
- carrier notices.
A tracking status of “Delivered” does not automatically end our investigation, but it also does not automatically establish entitlement to a refund.
Each claim will be assessed based on the available evidence and applicable law.
31. Refused or Unclaimed Deliveries
A correctly produced and correctly addressed order that is deliberately refused or left unclaimed by the customer does not automatically qualify for a refund.
If the shipment is returned, we will review:
- the reason for the return;
- the carrier’s records;
- whether the product can be recovered;
- whether additional shipping or production costs would apply; and
- any applicable consumer rights.
32. Embroidery, Colour and Production Variations
DonCapi products may include embroidery and other production processes involving physical materials, thread, textiles and manufacturing equipment.
Minor variations can occur between:
- digital product mockups and the physical product;
- screen colours and physical thread colours;
- individual embroidery runs;
- stitch texture;
- minor placement;
- fabric texture; and
- individual product batches.
Reasonable minor manufacturing variation that does not materially affect the appearance, quality or conformity of the product is not necessarily considered a defect.
This section does not cover material errors such as:
- a substantially incorrect design;
- materially defective embroidery;
- a missing design;
- a materially incorrect product colour;
- significant physical damage; or
- another material manufacturing failure.
33. Product Images and Screen Colours
We make reasonable efforts to display products accurately.
However, screen settings, displays, lighting, photography, mockup rendering, thread and fabric can cause colours to appear slightly different from the physical product.
A minor colour variation caused by normal display or manufacturing differences is not automatically considered a defect.
Receiving an entirely incorrect colour or materially incorrect product remains subject to the qualifying-remedy provisions of this policy.
34. Fraudulent or Abusive Claims
DonCapi reserves the right to investigate refund and replacement requests where there is reasonable evidence of:
- fraud;
- fabricated damage;
- altered photographs;
- repeated abusive claims;
- false statements;
- payment fraud; or
- other misuse of our refund process.
We may refuse a fraudulent or abusive claim where legally permitted.
Nothing in this section permits DonCapi to refuse a valid statutory consumer right.
35. Payment Disputes and Chargebacks
If you believe there is a problem with an order, we encourage you to contact DonCapi first so that we have an opportunity to investigate and resolve the issue.
Email:
Nothing in this policy prevents a customer from exercising any lawful right to dispute a qualifying payment with their card issuer, PayPal, payment provider or financial institution.
Customers should not knowingly submit false, duplicate or fraudulent payment disputes.
36. Orders That Cannot Be Shipped
United States federal law regulates the time in which online merchandise orders must be shipped and the remedies available when the seller cannot meet the applicable shipping timeframe.
If DonCapi is unable to ship an order within the applicable promised period, we will take the action required by law, which may include:
- notifying the customer of the delay;
- requesting consent to a revised shipping date;
- allowing the customer to cancel the affected unshipped order; and
- providing a prompt refund where required.
If an entire cancelled order remains unshipped, the required refund will include the amount required by applicable federal law, including qualifying shipping, handling and related charges.
37. Refunds Initiated by DonCapi
DonCapi may cancel and refund an order where reasonably necessary because:
- the product is unavailable;
- production cannot be completed;
- the delivery address cannot be serviced;
- payment cannot be successfully verified;
- the order is reasonably suspected to be fraudulent;
- a technical or pricing error makes fulfilment impossible or unlawful;
- the order violates applicable law; or
- another circumstance prevents lawful fulfilment.
If DonCapi cancels an order before fulfilment for reasons not caused by the customer’s breach or fraud, we will provide the appropriate refund.
38. California Customers
California law requires certain retailers that do not provide ordinary cash or credit refunds or equal exchanges to conspicuously disclose their refund and exchange policy.
For clarity, DonCapi’s policy is:
DonCapi products are made to order. We do not normally accept returns, exchanges or refunds for correctly produced, non-defective products because of change of mind, incorrect customer selection, unwanted gifts or buyer preference.
Qualifying damaged, defective, incorrect, lost or legally protected orders remain eligible for the remedies described in this policy.
This policy should be read before completing your purchase.
39. New York Customers
DonCapi makes this Returns & Refunds Policy available to customers before purchase and provides a link to it through the website and checkout experience.
New York law allows retailers to establish their own return policies but requires those policies to be clearly disclosed to consumers.
For New York customers, DonCapi’s disclosed policy remains:
No ordinary change-of-mind returns or exchanges are offered for correctly produced made-to-order merchandise.
There is no restocking fee for an approved damaged, defective or incorrectly supplied product claim.
Nothing in this section limits rights relating to defective, misrepresented, undelivered or otherwise legally protected merchandise.
40. New Jersey Customers
DonCapi clearly discloses its return and refund conditions before purchase.
For New Jersey customers, correctly produced made-to-order merchandise is not ordinarily eligible for a change-of-mind return or exchange.
Qualifying defective, damaged, incorrect and legally protected orders remain subject to the remedies described elsewhere in this policy.
41. Other United States State Consumer Rights
Consumer-protection and retail-return laws can vary between states.
Nothing in this Returns & Refunds Policy excludes, limits or waives a consumer right that cannot lawfully be excluded, limited or waived under applicable United States federal or state law.
If applicable law gives you a remedy that is more favourable than a term in this policy, the applicable mandatory law will control to the extent of the conflict.
42. No Waiver of Mandatory Consumer Rights
This policy is intended to explain DonCapi’s voluntary returns and refund practices.
It is not intended to exclude:
- rights relating to defective goods;
- rights concerning goods materially different from their description;
- rights concerning merchandise that is not supplied;
- rights concerning unauthorised transactions;
- rights relating to legally required refunds; or
- any other consumer right that applicable law does not permit a seller to waive.
43. Relationship With Our Shipping & Delivery Policy
Certain refund matters may also be governed by our Shipping & Delivery Policy, particularly where an issue concerns:
- lost shipments;
- carrier delays;
- incorrect addresses;
- returned-to-sender packages;
- failed delivery;
- shipping charges; or
- orders that cannot be shipped.
This Returns & Refunds Policy and our Shipping & Delivery Policy should be read together where a claim concerns delivery.
44. Changes to This Policy
DonCapi may update this Returns & Refunds Policy to reflect changes in:
- consumer law;
- business operations;
- production arrangements;
- fulfilment arrangements;
- shipping practices;
- payment systems; or
- our customer service procedures.
The current version will display its Effective Date and Last Updated date at the beginning of this policy.
Changes will not retrospectively remove any consumer right that has already arisen and cannot lawfully be removed.
45. Returns & Refunds Contact
For cancellations, product problems, replacements, returns or refund enquiries, contact:
DonCapi Signature™
41 Norman Avenue
London
N22 5ES
United Kingdom
Returns & Refunds:
returns@doncapi.com
Website:
https://doncapi.com
When contacting us about an existing order, please include your order number.
46. Official United States Consumer Resources
The following official resources provide additional information concerning online purchases, refunds and consumer rights:
- Federal Trade Commission – Online Shopping
- Federal Trade Commission – Mail, Internet, or Telephone Order Merchandise Rule
- Federal Trade Commission – Returns, Refunds and Other Resolutions
- California Legislature – Retail Refund Policy Requirements
- New York Department of State – Refund and Return Information
- New Jersey Office of the Attorney General – Consumer Affairs
DonCapi Signature™
41 Norman Avenue, London, N22 5ES, United Kingdom
returns@doncapi.com
© 2026 DonCapi Signature™. All rights reserved.