At DONEW Sales Store, we take immense pride in the quality and craftsmanship of our British-made drinkware and homeware. We are confident that you will love your purchase. However, if you are not entirely satisfied, we are here to help with a straightforward returns and exchange process.

Our Returns Policy

We gladly accept returns and exchanges for most items within 15 days of you receiving your order. To be eligible for a return, your item must be unused, in its original packaging, and in the same condition that you received it. You will also need the receipt or proof of purchase.

Please Note: Due to their delicate and often personalised nature, the following product categories are final sale and cannot be returned or exchanged unless they arrive damaged or defective:
  • Caithness Paperweights
  • Ceramic Art Vases
  • Any custom-made or personalised items

How to Initiate a Return or Exchange

To start a return or exchange, please follow these simple steps:

  1. Contact Us: Within 15 days of receipt, please email our customer service team at [email protected]. Use the template below to ensure we have all the necessary information to assist you quickly.
  2. Wait for Instructions: We will respond within 2 business days with a Returns Authorisation Number and instructions on where to send your package. Please do not send anything back without this number.
  3. Ship the Item: Carefully pack the unused item in its original packaging and mail it to the address we provide. We recommend using a tracked shipping service for your peace of mind. Please note that original shipping costs are non-refundable, and you are responsible for the cost of return shipping unless the item is faulty.

Refunds

Once your return is received and inspected, we will send you an email to notify you. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will be automatically applied to your original method of payment (Visa, MasterCard, JCB, or PayPal) within 10 business days.

Please remember that your bank or credit card company may take additional time to process and post the refund to your account.

Exchanges

We are happy to exchange items for a different size or colour, subject to availability. To process an exchange, please follow the return process above. Once we receive your returned item, we will ship your requested exchange item to you. Standard shipping charges will apply for the new shipment.

Damaged or Defective Items

We meticulously inspect every item before dispatch. In the unlikely event that an item arrives damaged or is defective, please contact us immediately at [email protected] with photos of the damage and your order number. We will arrange a free replacement or full refund and provide a pre-paid returns label.

Returns Request Email Template

To expedite your request, please copy and paste the template below into an email to [email protected].

Subject: Returns Request – Order #[Your Order Number] Dear DONEW Sales Store Team, I would like to request a return/exchange for my recent order. Order Number: #[Insert Your Order Number] Product Name: [e.g., Aspect Whisky Tumbler] Reason for Return/Exchange: [e.g., Incorrect size / Change of mind] Please provide me with a Returns Authorisation Number and the returns shipping address. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number (optional)]

For all returns, please mail your package to:

DONEW Sales Store Returns
18 Market St
Nottingham, GB NG4O 5YA

Thank you for shopping with us. We are committed to ensuring your experience with our store reflects the quality and integrity of our British-made collections.

The DONEW Sales Store Team