Client Services

Shipping

 

Shipping and delivery information

Due to new safety precautions, please allow 2-7 business days for your order to be processed and shipped.

Processing and shipping times may increase during holidays and other peak seasons.

Estimated delivery times on our storefront are only available to customers in the following countries: Australia, Austria, Belgium, Brazil, Canada, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hong Kong, Ireland, Italy, Japan, Latvia, Mexico, New Zealand, Norway, Poland, Portugal, Republic of Korea, Singapore, Spain, Sweden, Switzerland, United Kingdom and the United States.

Once an order has been shipped, an email will be sent to the email address provided on the order with your shipment's tracking information. Customers are responsible for monitoring the delivery of their shipment once an order has left our respective warehouse.

Please note that once an order is placed it cannot be cancelled or changed. We cannot change the shipping address or the shipping method selected. 

Shipping options, Customs fee’s & Duty

DONS|FORTRESS clients receive free standard shipping and standard international shipping as standard (eco shipping if not available from carrier at time of purchase) when paying at checkout, for all full price mainline orders. Express shipping is Not free. Cost will be calculated at check out and added to basket for client to pay. Orders take 3-10 business days to arrive once your order leaves our distribution centre.

There will be no shipping costs for standard shipping on purchases of our collaboration products. This does Not include ‘Express Shipping’ which is Not covered by Dons Fortress Ltd. Shipping costs will be calculated at checkout and will be based on your shipping address and estimated weight of your package. All duty, tax, import taxes and/or customs fees are payable by the customer and not DONS FORTRESS LTD, in their respective countries of the delivery address as given in your order purchase.

Please note Customs Authorities automatically add VAT, Duty & Customs fee’s to orders valued at 135 GBP (excluding shipping) and over. This is beyond DONS FORTRESS LTD’s control and again is payable by the customer and Not DONS FORTRESS LTD. Customers with orders valued at 135 GBP (excluding shipping) or more can expect to receive a letter in the post shortly after order delivery (2-7 days) or email via communications from the carrier/delivery service that delivered the package/s. We advise all our customers that receive such communications Not to ignore. Follow payment instruction and pay any outstanding balance to Customs Authority respectively.
('Shipping Costs' are NOT considered or included by Customs Authorities when calculating your ‘Order Value’ total)

 

Due to covid-19 staffing precautions, we do not have expedited shipping available at this time.

 

For deliveries to Alaska, Hawaii and Puerto Rico, your order will be automatically upgraded to air delivery at checkout.

We are unable to combine separate orders into a single shipment.

We do not ship to PO boxes.

International shipping options and costs

International shipping rates vary. During checkout we calculate shipping costs based on your location and estimated weight of your package.

Signature required

Due to the high value of our products, there will be a signature required upon delivery of all packages.

 Failed delivery/ returned to sender/ abandoned packages

If your package cannot be delivered to the given shipping address due to incorrect shipping address and/or phone number, the package will be returned to the sender (DONS|FORTRESS) at the customer’s expense.

If the receiver is absent upon all delivery attempts, your package will be held at a local sorting centre for pick up. If the customer fails to pick up the package for any reason, the package will be returned to the sender (DONS|FORTRESS) at the customer’s expense.

For international customers, if you refuse receipt of your package, the package will be returned to DONS|FORTRESS at your expense. The expense includes shipping costs and any duty and tax the package may have incurred; this amount will be deducted from the total of the amount to be refunded.

Packages will be held at customs for 30 days, after which it will be deemed abandoned. Customers who have abandoned a package will forfeit the right to an exchange or refund for their order.

Damaged/opened box

If you receive your package, and it is damaged and/or opened, please take a photo of the damage before checking the contents inside. Please submit a claim via the courier used to ship your order. Please also contact us at shop@donsfortress.com

 

 

Returns

 

Returns & refunds

We are providing refunds on all products that are full price. Any products purchased on sale or with a promotional code are refunded via store credit on an E-Gift Card.*This does not include exclusive discount codes provided by our customer service team. 

Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

Return Address - For all returns, please find return address on your package delivery slip. This can be found inside your package when you received your delivery. When we receive a returned shipment, an automated email notification will be sent to you.

Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or deducted from the refund amount paid back to you once processed.

Returning an item/s - Before returning any products, except for Customers residing in Brazil, we do not refund orders for buyer’s remorse. Returns for products, as well as size exchanges are offered at our discretion once your return request has been received and reviewed. Customers residing in Brazil and all customers wishing to generate a return must contact our Customer Service team by sending email enquiry to shop@donsfortress.com and express their will to return the item within 7 consecutive days after receiving it, providing a picture of the item. As mentioned the request will undergo an evaluation to verify whether the product was used or destroyed, even if partial. In these cases, a refund will not be possible.

 

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

 Returns & refunds and exchanges

We allow exchanges for a different size but not a different product. If you'd like to exchange for a different size please send the item back to us with a note inside which includes your order number and which size you'd like to exchange your item to.

We are providing refunds on all products that are full price. Any products purchased on sale or with a promotional code are refunded via store credit on an E-Gift Card. *This does not include exclusive discount codes provided by our customer service team.

We hope that you are happy with your purchase from DONS|FORTRESS, however we understand that sometimes things just aren't quite right or that you might change your mind. We are able to offer a refund for any unwanted items that are returned to us in a new, unworn and saleable condition with the original packaging and all DONS|FORTRESS garment tags and labels still attached.

All returns must be made within 14 working days of you receiving your order, if your order is returned back to us past the return policy of 14 days your return will be rejected.

Returns should be wrapped securely in appropriate packaging to ensure the goods arrive with us in their original condition. Please ensure the return is sent back to us in 1 single parcel, failure to do so may result in a refused return.

We reserve the right to refuse a refund/exchange for damages caused by insufficient packaging.

Returns are at the cost of the customer. You may use any courier you wish; however, you are entirely responsible for the returned goods until they are signed for at our warehouse. We advise that returns are made via recorded delivery and/or that a proof of postage is obtained, in the unlikely event that these should go missing in the post. We reserve the right to refuse a refund/exchange for returns that fail to arrive with us and where no proof of postage/tracking is available.

Please consult dispatch note paperwork received within your parcel to find return address to ship your return to. Please be sure to also send us a corresponding email about your return to shop@donsfortress.com stating your order number and reason for return along with any supporting pictures, tracking numbers (where possible) and name of carrier company used. This paperwork also contains details of your order that will help us identify it and refund more efficiently. Please use the returns address paperwork found within your parcel and attach to your parcel (Preferable), ensuring all other previous details are covered.

Please affix the appropriate postage.

We aim to process all returns/refunds within 21 days of receiving your parcel at our warehouse. Refunds will usually clear into your account within 5 working days, however this can vary between banks and can take longer if you are an international customer.

 

Christmas returns policy

All orders placed in November and December must be returned by the 10th January with all items in the original condition and tags still attached.

 

 

Out of Stock Item/s

 

Out of Stock Orders?

Items that are out of stock will automatically be displayed as 'sold out' and all payment purchasing options will be unavailable by default. In the rare event that an order has been placed for an item/s that is sold out or out of stock, please allow an additional 2-4 weeks to our order processing times given for your sold out order item/s to be restocked, processed and sent out to you. Your order will be safely held until the product item/s are back in stock. We will keep you posted and notify you when your order is on its way to you.