FAQ

Each piece in our collection is crafted with thoughtful attention to detail, designed to bring warmth, character, and a touch of playful magic into your home. From cozy hand-knit blankets to bespoke creatures waiting to become part of your family’s story, we pour love into every creation.

Yes! We’re passionate about creating unique pieces that tell your story. Our Bespoke service allows you to collaborate with us on custom creations. Please contact us at [email protected] to discuss your vision.

Absolutely! We have a carefully curated selection of baby blankets, face cloths, and other treasures designed with little ones in mind. All materials are chosen for their softness, safety, and durability.

Each item comes with specific care instructions tailored to its materials and craftsmanship. Generally, we recommend gentle hand washing or dry cleaning for our textiles, and careful hand washing for ceramics. Proper care ensures your treasures remain joyful companions for years to come.

We send parcels worldwide (with the exception of a few remote regions and parts of Asia—you can check at checkout). After we lovingly prepare and pack your order within 1-2 business days, you can choose between:

Standard Shipping (10-15 business days): $12.95 flat fee via DHL or FedEx—tracked and insured.
Free Shipping (15-25 business days): For orders over $50 via EMS—an eco-conscious choice perfect for those not in a rush.

Yes! For Standard Shipping via DHL or FedEx, you’ll receive a tracking number once your order is dispatched. For Free Shipping via EMS, tracking may be available depending on your location—we’ll provide any available tracking information.

Currently, we focus on providing reliable, thoughtful shipping options rather than expedited services. Our Standard Shipping is our fastest option, designed to balance care with timeliness.

We ship to most countries worldwide, but due to logistical constraints, we’re unable to ship to some remote regions and parts of Asia. If your country isn’t listed, please email us at [email protected]—we’ll do our best to accommodate you.

We understand that sometimes a story needs a slight rewrite. If your treasure isn’t quite right, we accept returns within 15 days of you receiving it. The item must be in its original, unused condition with all packaging intact.

Please contact our friendly team at [email protected] to start the process. We’re here to help ensure your home is filled only with what truly sparks joy.

For health and safety reasons, we cannot accept returns on face cloths or other personal care items unless they arrive damaged or defective. Bespoke/custom-made items are also final sale, as they’re created specifically for you.

Once we receive your returned item and verify its condition, we’ll process your refund within 5-7 business days. The time it takes for the refund to appear in your account depends on your payment provider.

We make checkout simple and secure. We accept Visa, MasterCard, JCB, and PayPal. Your transaction is securely processed, so you can focus on the fun part—imagining your new treasure in its forever home.

Absolutely. We use industry-standard encryption and secure payment processing to protect your information. We never store your full payment details on our servers.

Yes! Our Gift Vouchers are perfect for sharing the joy of Donnawilson treasures. They’re available in various denominations and can be applied to any purchase on our site.

We begin preparing orders quickly to get your treasures to you as soon as possible. If you need to make a change, please contact us immediately at [email protected]. We’ll do our best to accommodate your request if your order hasn’t yet been prepared for shipping.