Refund policy
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.
Out of stock order item/s
In the event an order is placed and payment is taken for an item or items out of stock, a full refund will be processed back to you through your purchase payment method. Please allow 5-7 business days for fund to show after the refund has been processed.
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.