Client Services
Shipping
Shipping and delivery information
Due to safety precautions, please allow 2-7 business days for your order to be processed, shipped and on its way to you.
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 with their orders (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 on average 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.
Warehousing
DONS|FORTRESS is an international business with a global operation with manufacturing and fulfilment centres around the World. This is both to have orders as close to clients as possible for faster delivery to you, as well as to balance stock levels so our products are as readily available as possible.
Clients are advised that your order may be shipped as follows:
1) Items from the same order may be shipped individually due to coming from more than one of our warehouse locations. Rest assured, this changes nothing and your order will arrive to you smoothly as normal.
2) If a item is not available from within the shores of your country of residence or your desired delivery address, it will be fulfilled from our nearest warehouse to you. This may cause an additional day or two on top of our above^ quoted shipping turnaround guideline. Please note: 'Customs' reserve the right to add a fee to your order in cases where a fee may apply.
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
Refunds & Returns
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 through our 'Customer Accounts' Portal - https://account.donsfortress.com.
Customers residing in Brazil and 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 14 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.
Return shipping fee - A flatrate shipping fee is payable by the customer upon their return request being approved by our returns team. Once payment has been made a shipping label for the return will be sent directly to customer via email. This will need to be attached to package before sending.
How to place return:
1) Login to your Dons Fortress account by clicking on the 'Person' icon in the top right hand corner of our website landing page or through our accounts URL - https://account.donsfortress.com
2) Select 'Orders', then toggle to the order that contains the item/s you wish to return
3) Select 'Request return' in the right hand corner of your dashboard, then select the item/s in the order you wish to request a return for then select 'Request return'
Once submitted, a member of our returns team will review your request then approve or deny according to the information you have provided. We advise customers to add as much information as possible in the 'return request' notes to best help us understand why you wish to return and therefore approve your request.
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.
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 2 weeks (14 days) after the product has been received. For packages lost in transit, all claims must be submitted no later than 2 weeks (14 days) after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
Return Address - This will be auto-generated on shipping return slip we send you once your return request has been submitted & approved through the Dons Fortress 'customer accounts' portal.
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.
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 are entirely responsible for the returned goods until they are signed for at our warehouse. We advise that returns are made via postage label provided upon return request approval 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.
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.