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SHIPPING POLICY

Last updated: 19/06/2026

This Shipping Policy explains how shipping, delivery, fulfilment, tracking, international orders and delivery issues are handled by Dons Fortress Ltd.

This policy applies to purchases made through www.donsfortress.com.

 

  1. Company Information

This website is operated by Dons Fortress Ltd.

Company name: Dons Fortress Ltd
Company registration number: 13820646
VAT registration number: GB 402 4815 30
Registered office / business address: 5th Floor, 167-169 Great Portland Street, London, United Kingdom, W1W 5PF
Contact email: shop@donsfortress.com
Website: www.donsfortress.com

References to “Dons Fortress”, “we”, “us” or “our” refer to Dons Fortress Ltd. References to “you” or “customer” refer to the person placing an order with us.

 

  1. Our Shipping Approach

Dons Fortress aims to provide a refined, reliable and considered delivery experience.

Customers currently pay a shipping charge unless a free-shipping threshold or promotion applies. Dons Fortress may absorb part of the true delivery cost as part of our customer-experience approach.

Shipping charges, available delivery methods and estimated delivery times are shown at checkout where available.

 

  1. Shipping Charges

Our standard customer shipping charge is currently £9 per order, unless otherwise shown at checkout.

Free shipping may apply to qualifying orders where offered, unless otherwise stated or restricted by region, product type, destination, promotion or checkout settings.

Shipping charges may vary depending on destination, order value, courier availability, fulfilment method, duties, taxes or operational requirements.

Any available shipping options and charges will be displayed at checkout before you place your order.

 

  1. VAT, Duties and Taxes

Our prices are VAT-inclusive where VAT applies. We do not add VAT on top at checkout.

Shipping charges may also be treated as VAT-inclusive where VAT applies.

International orders may be subject to customs checks, import duties, taxes, brokerage fees or other local charges depending on the destination country.

Where duties, taxes or import charges are collected at checkout or handled through a delivered-duty-paid arrangement, this will be reflected in the checkout experience where applicable.

Where such charges are not collected at checkout, the customer may be responsible for paying any applicable duties, taxes, fees or customs charges required by the destination country.

 

  1. Processing and Fulfilment Times

Some Dons Fortress products may be produced, finished, packed or fulfilled after an order has been placed.

Processing and fulfilment times may vary depending on product type, order volume, product availability, production method, destination, courier capacity and seasonal demand.

Estimated processing, fulfilment and delivery times are estimates only and are not guaranteed unless expressly stated.

If an item becomes unavailable after your order is placed, we may contact you to offer a replacement, alternative, delayed fulfilment or refund.

 

  1. Delivery Estimates

Delivery estimates are provided for guidance only.

Delivery times may be affected by:

  • production and fulfilment times;

  • courier network delays;

  • customs checks;

  • public holidays;

  • adverse weather;

  • address issues;

  • payment or fraud checks;

  • high order volumes;

  • supplier or operational delays;

  • local delivery restrictions;

  • events outside our reasonable control.

We are not responsible for courier, customs or delivery delays outside our reasonable control, but we will take reasonable steps to assist where possible.

 

  1. Order Tracking

Where tracking is available, tracking information will usually be provided by email once your order has been dispatched.

Tracking updates may take time to appear after dispatch.

Once an order is with the courier, delivery updates are managed by the courier or fulfilment provider. Please use the tracking information provided to follow the progress of your order.

If you have not received tracking information within a reasonable time after your order has been dispatched, please contact us at shop@donsfortress.com.

 

  1. Delivery Address

Customers are responsible for providing accurate and complete delivery information at checkout.

Please ensure your name, address, postcode, country, phone number and email address are correct before placing an order.

Dons Fortress is not responsible for failed delivery, delay, loss, return-to-sender issues or additional costs caused by incorrect, incomplete or outdated delivery information provided by the customer.

If you notice an address error after placing your order, please contact us immediately at shop@donsfortress.com. We cannot guarantee that changes can be made once fulfilment has started or an order has been dispatched.

 

  1. Failed Delivery and Return to Sender

If a courier is unable to deliver your order because of incorrect address details, missed delivery attempts, refusal of delivery, unpaid customs charges or failure to collect, the parcel may be returned to sender.

Where an order is returned to sender, we will review the matter and confirm available options.

Additional shipping charges may apply if the order needs to be resent, unless the issue was caused by Dons Fortress or our fulfilment process.

 

  1. Lost, Delayed or Missing Orders

If your order is significantly delayed, lost, or marked as delivered but not received, please contact us at shop@donsfortress.com.

Please include:

  • your order number;

  • your full name;

  • the delivery address used;

  • tracking information, where available;

  • a short description of the issue.

We may need to contact the courier or fulfilment partner to investigate.

Where an order is confirmed as lost or undelivered due to an issue outside your control, we will review the matter and offer an appropriate resolution.

 

  1. Damaged Parcels

If your parcel arrives damaged, please contact us as soon as possible at shop@donsfortress.com.

Please include:

  • your order number;

  • photographs of the parcel packaging;

  • photographs of the item or items;

  • a clear description of the issue.

Please keep the packaging until we have reviewed the matter, as it may be needed for investigation.

 

  1. International Shipping

We may offer international shipping to selected destinations.

International delivery times vary depending on destination, customs processing, courier availability, local restrictions and fulfilment method.

Customers are responsible for ensuring that products ordered can lawfully be imported into their destination country.

Dons Fortress is not responsible for customs delays, import restrictions, local delivery disruption, unpaid duties or taxes, or local courier issues outside our reasonable control.

 

  1. Customs, Duties and Import Charges

International orders may be subject to customs declarations and inspection.

Depending on the destination and checkout arrangement, duties, taxes and import charges may either be included or charged separately by the destination country, courier or customs authority.

If duties, taxes or import charges are not collected at checkout, the customer may be responsible for paying them before delivery can be completed.

Refusal to pay customs charges may result in the parcel being delayed, returned or destroyed. In such cases, any refund or replacement will be reviewed based on the circumstances, costs incurred and applicable law.

 

  1. Split Shipments

Orders containing multiple items may sometimes be shipped separately.

This may occur due to product availability, fulfilment method, production timing, warehouse location or operational requirements.

If your order is split into multiple shipments, you may receive more than one tracking number.

 

  1. Pre-Orders, Made-to-Order and Special Releases

Some products may be sold as pre-orders, made-to-order items or special releases.

Where this applies, estimated fulfilment or dispatch timing will usually be stated on the product page, collection page, checkout or customer communication where available.

Estimated fulfilment dates are provided for guidance and may change due to production, quality control, supplier availability, fulfilment capacity or events outside our control.

 

  1. Delivery Risk

Risk in the goods will pass to you when the order is delivered to the address provided at checkout, unless applicable law states otherwise.

If you arrange your own courier or delivery method outside the options offered by Dons Fortress, responsibility may pass earlier in accordance with applicable law.

 

  1. Shipping Promotions

From time to time, Dons Fortress may offer free shipping, reduced shipping or shipping promotions.

Shipping promotions may be limited by:

  • order value;

  • country or region;

  • product type;

  • collection;

  • promotional period;

  • customer account;

  • fulfilment availability;

  • checkout settings.

We reserve the right to amend, withdraw or refuse shipping promotions where there is error, fraud, misuse or abuse.

 

  1. Contact

For shipping, delivery or tracking questions, please contact:

Dons Fortress Ltd
Email: shop@donsfortress.com
Address: 5th Floor, 167-169 Great Portland Street, London, United Kingdom, W1W 5PF
Website: www.donsfortress.com

Please include your order number where relevant so we can assist you more efficiently.