Just as every handmade piece is crafted with care, we want your experience with us to be seamless and thoughtful. If your item isn’t quite perfect, we’re here to help.

Our Promise to You

We stand behind the quality of our handmade blankets, ceramics, cushions, and bespoke creations. If you are not completely satisfied with your purchase, you may return most items within 15 days of the delivery date for a refund or exchange. Please read the following details carefully.

Conditions for Returns & Exchanges

  • Items must be in their original, unused, and unwashed condition, with all tags attached.
  • Items must be returned in their original packaging, ensuring they are protected during transit.
  • A proof of purchase (order number or receipt) is required.
  • Return shipping costs are the responsibility of the customer, unless the item arrived damaged or defective.
  • Exchanges are subject to product availability.

Step-by-Step Return Process

  1. Contact Us: Within 15 days of receipt, please email us at [email protected] with your order number and details about the item you wish to return or exchange. You may use the template provided below.
  2. Receive Instructions: We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and detailed return instructions, including the return address.
  3. Pack Securely: Please pack the item securely in its original packaging, and include the RMA number inside the package.
  4. Ship the Package: Ship your return using a trackable service. We recommend insuring the package, as we cannot be responsible for lost return shipments.
  5. Inspection & Processing: Once we receive and inspect the returned item (typically within 5 business days), we will notify you via email about the status of your refund or exchange.

Items That Cannot Be Returned

Due to their personal or custom nature, the following items from our menu are final sale and cannot be returned or exchanged unless they arrive damaged or defective:

  • Bespoke (custom-made items created specifically for you)
  • Gift Vouchers (digital gifts)
  • Candles (once used for safety and hygiene reasons)
  • Ceramics (if used, due to hygiene reasons; unused ceramics in original condition may be returned)
  • Any item marked as “Final Sale” or “Non-Returnable” at the time of purchase.

Analysis Note: Based on the website’s focus on handmade, bespoke, and personal items like ceramics and candles, these categories are typically excluded from standard returns for hygiene and customisation reasons.

Refund Timeline & Method

We aim to process refunds promptly, with the same care we give to processing your orders.

  • Timeline: Refunds will be processed within 7-10 business days after we receive and approve your return.
  • Method: Refunds will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal).
  • Please note that depending on your bank or card issuer, it may take an additional 3-5 business days for the refund to appear on your statement.
  • Shipping charges (both original and return) are non-refundable, except in cases of our error or a defective item.

Damaged or Defective Items

In the rare event that an item arrives damaged or is defective, please contact us immediately at [email protected] within 48 hours of delivery. Please include photos of the item and its packaging. We will arrange a prepaid return label and swiftly send a replacement or issue a full refund, including shipping costs.

Return Request Email Template

To streamline your request, you may copy and paste the template below into an email to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Donnawilson Shop Team, I would like to request a return/exchange for an item from my recent order. Order Number: [Please insert your order number] Item Name: [e.g., Hand-knitted Baby Blanket, Ceramic Vase] Reason for Return/Exchange: [e.g., Size, Color, Defect, Change of Mind] I have reviewed the Returns & Exchanges policy and confirm that the item is in its original, unused condition with all tags and packaging. Please provide the RMA number and return instructions at your earliest convenience. Thank you for your assistance. Best regards, [Your Full Name] [Your Phone Number – Optional]

If you have any questions, please don’t hesitate to reach out. We’re here to help.

Email: [email protected]
Mail: Donnawilson Shop, 517 Retford Dr, Severna Park, US 21146

With warmth and care,
The Team at Donnawilson Shop