Shipping & Returns

Where will my order ship from?

We work with an on-demand order fulfilment company with facilities worldwide!

 

When will I get my order?

 The shipping time depends on your location, the product, the shipping option selected, and the facility the product is coming from. Usually, it takes 3–7 days to fulfil an order, after which it’s then shipped out. As some order may be fulfilled from abroad, some order can take up to 14 days to arrive depending on the product.

 

[Covid-19] When will I get my order? Our fulfilment times for all products may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges.

My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following: ● Check your shipping confirmation email for any mistakes in the delivery address ● Ask your local post office if they have your package ● Stop by your neighbours in case the courier left the package with them ● If the shipping address was correct, and the package wasn't left at the post office or at your neighbour’s, get in touch with us by completing the contact form(contact us page) with your order number. Unfortunately we can not replace orders orders that are delivered to an address that was incorrectly submitted.

If you provide an address that is considered insufficient by the courier, the shipment may be be returned to our facility.

Unclaimed returns get donated after 28 days.

You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

 How do I track my order?

You’ll receive tracking links or shipping details via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line on the contact form.

Return & Exchange Policy

You are only eligible for exchanges & refunds 14 days after delivery.

 Please have handy your order number  and contact us to discuss a resolution. 

You are responsible for returning any goods to us, so we advise proof of postage when returning items. Don Chi will not be responsible for any lost returns

All returns must must be in the same condition they were delivered. Don Chi reserves the right to refuse returns if they are deemed to be in an unsuitable condition

I received a wrong/damaged product, what should I do?

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please complete the contact us form within 7 days after delivery with photos of the damaged product at hand, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

Please contact us before returning any products. We do not refund orders for buyer’s remorse.

Any claims for misprinted/damaged/defective items must be submitted within 7 days after the product has been received.

 

For packages lost in transit, all claims must be submitted no later than 14 days after the estimated delivery date.

 

Claims deemed an error on our part are covered at our expense.

Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons,

therefore Don chi reserves rights to refuse returns at its sole discretion.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.