Returns & Exchanges Policy

Returns & Exchange Policy

We want you to be completely satisfied with your purchase! If for any reason you are not happy with your order, we are happy to assist with returns or exchanges. Please review our policy below for more details.

Returns:

  • Eligibility for Returns: Items are eligible for return within 30 days of the delivery date.
  • Condition of Items: To be eligible for a return, the item must be in unused, unworn, and unwashed condition with all original tags and packaging intact.
  • Non-returnable Items: Certain items are non-returnable, including seasonal and sale items.
  • Return Process: To start a return, please contact us at thedonkeysden@gmail.com. We will provide you with a Return Authorization (RA) number and return instructions.
  • Return Shipping Costs: Customers are responsible for return shipping costs, unless the item is defective or an error was made in processing your order.

Exchanges:

  • Eligibility for Exchanges: Exchanges can be made within 30 days of the delivery date for items that are unused, unworn, and unwashed, with all original tags and packaging intact.
  • Exchange Process: If you wish to exchange an item for a different size, color, or product, please contact us at thedonkeysden.com with your order details and the item you wish to exchange it for. We will guide you through the exchange process.
  • Exchange Shipping Costs: Customers are responsible for the shipping cost of returning the original item. We will cover the cost of shipping the exchanged item back to you.

Refunds:

  • Once we receive your returned item, we will process your refund. Refunds will be issued to the original payment method used at the time of purchase.
  • Please allow 5-7 business days for your refund to appear in your account, depending on your bank or payment provider.
  • If you paid for shipping, the shipping fee is non-refundable unless the return is due to a mistake on our part or a defective item.

Defective or Damaged Items:

  • If your item is defective or damaged upon arrival, please contact us immediately at thedonkeysden@gmail.com, and we will offer a full refund or exchange, along with covering the return shipping costs.
  • We may ask for photos of the defect or damage to assist with the claims process.

How to Return/Exchange:

  1. Contact us at thedonkeysden@gmail.com to initiate your return or exchange.
  2. Provide your order number, item(s) you wish to return or exchange, and reason for return.
  3. Follow the instructions provided by our customer support team.
  4. Pack the items securely, including any original tags and packaging, and send them back to the address provided.

Late Returns:

  • Returns made after 30 days will not be accepted, unless the item is defective or we’ve made an exception due to special circumstances.

If you have any questions about our returns or exchanges, feel free to reach out to us at thedonkeysden@gmail.com. We are here to help and want to make your experience as enjoyable as possible!