At DONEW Sales Store, we are dedicated to bringing you the finest in British-made drinkware and homeware. We want you to be completely delighted with your purchase, from the moment you order to the day it arrives at your door. Our policies are designed to be clear, fair, and straightforward, reflecting the quality and integrity of our products.
Shipping Information
We are proud to ship our collections worldwide (excluding Asia and some remote regions).
Order Processing: Please allow 1-2 business days for us to carefully prepare and pack your order.
Shipping Methods & Delivery Times:
- Standard Shipping: Shipped via DHL or FedEx.
- Delivery: 10-15 business days after dispatch.
- Cost: £12.95
- Free Shipping: Available on orders over £50, shipped via EMS.
- Delivery: 15-25 business days after dispatch.
Our Returns & Exchanges Policy
We stand behind the quality of our products. If you are not entirely satisfied with your purchase, we offer a simple returns and exchange process for most items within 15 days of you receiving your order.
To be eligible for a return or exchange, your item must be:
- Unused and in perfect condition.
- In its original packaging.
- Accompanied by your receipt or proof of purchase.
Non-Returnable Items
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
Follow these simple steps to request a return or exchange:
- Contact Us: Within 15 days of receipt, please email our customer service team at [email protected]. Use the template below to provide all necessary information.
- Wait for Instructions: We will respond within 2 business days with a Returns Authorisation Number and the address to send your package. Please do not send anything back without this number.
- 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 notification. 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 outlined 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 your order number and photos of the damage. 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 use the template below when emailing us.
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 Returns18 Market St
Nottingham, GB NG4O 5YA
Thank you for choosing DONEW Sales Store. We appreciate your trust in our British-made collections and are committed to ensuring your experience with us is exceptional.
The DONEW Sales Store Team