Effective date: 2026
Website: DonCapi.com
Brand: DonCapi™
Email: Ciao@DonCapi.com
This Returns & Refunds Policy explains how returns, cancellations, refunds and exchanges work when you buy from DonCapi.com.
DonCapi™ sells clothing, fashion items, accessories and related products online. We want every customer to feel confident when shopping with us.
This policy does not affect 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 Legal Rights
UK consumer law gives customers certain rights when buying goods online.
These may include:
- the right to cancel many online orders within 14 days after delivery;
- the right to return most cancelled goods within 14 days after telling us you wish to cancel;
- the right to a refund where goods are faulty, not as described, or not of satisfactory quality;
- the right to clear information before buying;
- the right to receive goods that match the description given at the time of purchase.
This policy is intended to reflect relevant UK consumer rules, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations.
Nothing in this policy removes or reduces your statutory rights.
3. Change of Mind Returns
For most online orders, you have the right to cancel your order within 14 days after the day you receive the goods.
You do not need to give a reason.
To cancel, you must clearly tell us that you wish to cancel.
Email: Ciao@DonCapi.com
Please include:
- your full name;
- order number;
- email address used for the order;
- product or products you wish to return;
- reason, if you want to give one.
You then usually have 14 days from telling us you wish to cancel to send the goods back.
4. Our Goodwill Returns Period
In addition to your legal rights, DonCapi™ may choose to offer a goodwill returns period.
Unless a product page says otherwise, we may accept eligible returns within:
30 days from delivery
This goodwill period does not replace your legal cancellation rights. It gives customers a clearer and more generous shopping experience.
To qualify for a goodwill return, the item must normally be:
- unused;
- unworn, except for trying on;
- clean;
- unwashed;
- undamaged;
- free from odours, stains, pet hair or marks;
- returned with tags attached where possible;
- returned in original packaging where possible;
- in resaleable condition.
We may refuse a goodwill return if the item is not in suitable condition.
Your statutory rights still apply if the item is faulty, not as described or not of satisfactory quality.
5. Trying On Clothing
You may try on clothing at home in the same way you would reasonably inspect it in a shop.
Please take care when trying items on.
You should avoid:
- wearing perfume, aftershave or deodorant that may mark the item;
- applying makeup or fake tan before trying on;
- removing tags if you may return the item;
- washing the item;
- wearing it outside;
- damaging packaging unnecessarily;
- allowing pet hair, smoke, food or odours to affect the item.
If an item has been handled beyond what is necessary to inspect it, we may make a lawful deduction from your refund or refuse a goodwill return where permitted.
6. Items That Cannot Usually Be Returned for Change of Mind
Some items may not be returnable for change of mind where the law allows.
This may include:
- personalised products;
- custom-made products;
- made-to-order products;
- products printed or embroidered specifically for you;
- sealed hygiene-sensitive products once unsealed;
- underwear where hygiene seals or packaging have been opened;
- swimwear where hygiene seals have been removed;
- earrings or body jewellery where hygiene packaging has been opened;
- face coverings or similar hygiene items;
- products damaged by misuse;
- products returned in an unsellable condition.
This does not affect your rights if the product is faulty, not as described or not of satisfactory quality.
7. Made-to-Order, Print-on-Demand and Personalised Products
Some DonCapi™ items may be made only after you place an order. This may include:
- print-on-demand clothing;
- embroidered items;
- personalised items;
- custom designs;
- limited custom drops;
- specially sourced items.
Where a product is made to your specification or clearly personalised, cancellation and return rights may be limited unless the item is faulty, not as described or not of satisfactory quality.
The product page should explain when an item is custom, personalised, made-to-order or subject to special return conditions.
Please check the size, colour, design and product details carefully before ordering made-to-order items.
8. Faulty, Damaged or Incorrect Items
If your item is faulty, damaged, incorrect or not as described, contact us as soon as possible.
Email: Ciao@DonCapi.com
Please include:
- your order number;
- your full name;
- description of the problem;
- clear photos or video, where helpful;
- whether you prefer a refund, replacement, repair or exchange where available.
We may ask you to return the item so we can inspect it.
If the item is confirmed to be faulty, incorrect or not as described, we will handle the matter in accordance with your legal rights.
This may include:
- refund;
- replacement;
- repair;
- exchange;
- reimbursement of reasonable return postage where required.
9. Faulty Goods and Your Short-Term Right to Reject
Under UK consumer law, if goods are faulty, not as described or not of satisfactory quality, you may have rights including a short-term right to reject.
In many cases, this short-term right applies within 30 days of receiving the goods.
If a fault appears after this period, you may still have legal rights to a repair, replacement, price reduction or final right to reject depending on the circumstances.
We will assess faulty goods fairly and in line with UK consumer law.
10. Exchanges
We may offer exchanges where stock is available.
Exchanges may be available for:
- different size;
- different colour;
- replacement of faulty item;
- replacement of incorrect item.
If the item you want is unavailable, we may offer:
- refund;
- store credit, if you agree;
- alternative item, if you agree;
- waiting for restock, if suitable.
We do not guarantee that exchanges will always be available.
For faster service, you may need to return the original item and place a new order.
11. Return Shipping Costs
For change of mind returns, you are usually responsible for the cost of return postage unless we say otherwise.
For faulty, damaged, incorrect or not-as-described items, we will handle return postage in accordance with your legal rights.
We recommend using a tracked postal service and keeping proof of postage.
You are responsible for the returned item until it reaches us or our nominated returns address.
If a parcel is lost in return transit and you cannot provide proof of postage or tracking, we may not be able to issue a refund.
12. Return Address
Before returning an item, contact us for return instructions.
Email: Ciao@DonCapi.com
Do not send items back without contacting us first.
Some products may need to be returned to:
- DonCapi™;
- a warehouse;
- a fulfilment partner;
- a print-on-demand partner;
- a supplier return address.
The correct return address may depend on the product and fulfilment method.
Returning an item to the wrong address may delay or prevent your refund.
13. Refunds
Refunds are usually made to the original payment method.
Once your return has been received and checked, we will process any refund due.
For cancelled online orders, we will usually refund within 14 days after receiving the returned goods or receiving evidence that you have sent them back, where applicable.
Refunds may include the standard delivery cost you paid for the original order where required by law.
If you chose a more expensive delivery method than standard delivery, we are usually only required to refund the cost of standard delivery.
14. Refund Deductions
We may make lawful deductions from a refund if:
- the item has been used beyond normal inspection;
- the item is damaged;
- the item is worn, washed or altered;
- tags are removed unnecessarily;
- packaging is missing or damaged beyond what was necessary;
- the item has odours, stains, makeup, pet hair, smoke or marks;
- accessories or parts are missing;
- the value of the item has been reduced by your handling.
We will assess deductions fairly.
We will not make unlawful deductions from your statutory refund rights.
15. Original Delivery Costs
Where required by law, we will refund standard outbound delivery costs for eligible cancelled orders.
If you paid for premium, express, nominated-day or special delivery, we may only refund the cost of the cheapest standard delivery option available for that order.
If you return only part of an order, original delivery costs may not always be refunded unless required by law.
16. Late or Missing Refunds
If we have confirmed a refund but you have not received it:
- check your bank or payment account;
- contact your card issuer or payment provider;
- allow time for processing;
- contact us at Ciao@DonCapi.com if the refund still has not arrived.
Some payment methods take longer to show refunds.
17. Store Credit
We may offer store credit in some situations.
You do not have to accept store credit instead of a refund where you are legally entitled to a refund.
If you choose store credit, separate conditions may apply.
18. Sale Items
Sale items can usually be returned under the same legal rules as full-price items.
If an item was discounted because of a clearly described defect, you may not be able to return it because of that same defect.
This does not affect your rights if the item has another fault, is not as described, or does not meet legal standards.
19. Bundles, Multi-Buy Offers and Free Gifts
If you return part of an order that included a bundle, multi-buy discount or free gift, we may adjust the refund to reflect the offer.
For example:
- if returning one item means the order no longer qualifies for a discount, the refund may be adjusted;
- free gifts may need to be returned with the main product;
- promotional value may be deducted where lawful and fair.
This does not affect your statutory rights.
20. Gift Cards
Gift cards, if offered, may be subject to separate terms.
Gift cards are usually non-refundable unless required by law.
If you used a gift card to pay for an order, refunds may be returned to the gift card or issued as store credit, depending on the circumstances.
21. International Returns
If DonCapi™ accepts international orders, international return rules may vary.
Customers outside the UK may be responsible for:
- return postage;
- customs declarations;
- duties;
- taxes;
- import charges;
- courier fees.
We are not responsible for delays caused by customs or incorrect customs paperwork.
Your local consumer rights may also apply depending on where you live.
22. Failed Delivery, Refused Delivery and Uncollected Parcels
If an order is returned to us because:
- the address was incorrect;
- delivery was refused;
- the parcel was not collected;
- courier contact attempts failed;
- customs charges were refused;
- delivery instructions were incorrect;
we may deduct reasonable delivery, return, handling or restocking costs from any refund where lawful.
If you still want the order resent, additional delivery charges may apply.
23. Chargebacks and Payment Disputes
If there is a problem with your order, contact us first so we can try to resolve it.
Email: Ciao@DonCapi.com
If you raise a chargeback or payment dispute, we may provide order, delivery, communication and refund evidence to the payment provider.
Fraudulent or abusive chargebacks may result in account restrictions or refusal of future orders.
24. How to Start a Return
To start a return, email:
Use this subject line:
Return Request – Order #[your order number]
Include:
- your full name;
- order number;
- item or items you want to return;
- reason for return;
- photos if the item is faulty, damaged or incorrect;
- whether you want a refund, exchange or replacement.
We will then send return instructions.
25. 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 returned:
Reason, optional:
Date:
26. Contact DonCapi™
For returns, refunds, exchanges and cancellations, contact:
DonCapi™
41 Norman Avenue
London
N22 5ES
United Kingdom
Email: Ciao@DonCapi.com
Website: DonCapi.com
27. Changes to This Policy
We may update this Returns & Refunds Policy from time to time.
The latest version will be posted on DonCapi.com.
The policy that applies to your order will usually be the version in force when your order was placed, unless a change is required by law or gives you better rights.
28. 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.
29. Copyright Notice
© 2026 – DonCapi™ – All rights reserved.