Frequently Asked Questions
Last updated: 18/10/2026
Where do you deliver?
We deliver across the United Kingdom, including England, Scotland, Wales and Northern Ireland. All orders are dispatched from our UK-based fulfilment centre.
How much is shipping?
Standard UK delivery is free on orders over £39. For orders below £39, a flat delivery fee is shown at checkout before you complete your purchase.
How long does delivery take?
We aim to dispatch all orders within 1–2 working days. Most UK deliveries arrive within 3–5 working days after dispatch. You will receive a tracking link by email once your order is on its way.
Can I return or exchange an item?
Yes. We offer free UK returns within 30 days of receipt, provided items are unworn, unwashed and in original condition with tags attached. Please see our Returns Policy for full details and exclusions.
How do I track my order?
Once your order is dispatched, you will receive an email with a tracking number and a link to the courier’s tracking page. You can also contact us at hello@donatela.co.uk with your order number.
What payment methods do you accept?
We accept all major credit and debit cards, including Visa and Mastercard, processed securely through Shopify Payments. Prices are displayed and charged in British Pounds (£) with UK VAT included.
Will I have to pay customs or import duties?
No. As we ship from within the UK, there are no additional customs or import duties for UK deliveries.
How do I contact customer care?
You can reach us by email at hello@donatela.co.uk or through our Contact page. We aim to respond to all enquiries within 24–48 hours on working days.
Still have a question?
If you cannot find the answer you are looking for, please visit our Contact page or email us at hello@donatela.co.uk.