Just as every handmade piece is crafted with care and intention, we aim to make your experience with us—from delivery to aftercare—thoughtful and seamless.

Our Shipping Promise

We carefully prepare and package each order with the same attention to detail that goes into making our products. Here’s what you can expect once you place an order.

Order Processing

All orders are processed within 1–2 business days (excluding weekends and holidays). You will receive a confirmation email with your order details and tracking information once your package is on its way.

Shipping Methods & Delivery Times

We ship worldwide, with the exception of some remote regions and parts of Asia (please contact us if unsure). We offer two reliable shipping options:

  • Standard Shipping – via DHL or FedEx.
    Delivery: 10–15 business days after dispatch.
    Flat rate: $12.95.
  • Free Shipping – via EMS for orders over $50.
    Delivery: 15–25 business days after dispatch.

Please note that delivery times are estimates and may vary depending on customs and local postal services. You can track your order using the link provided in your shipping confirmation email.

Our Returns & Exchanges Policy

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

Conditions for Returns & Exchanges

  • Items must be in original, unused, unwashed condition, with all tags attached.
  • Items must be returned in their original packaging, properly protected for transit.
  • A proof of purchase (order number or receipt) is required.
  • Return shipping costs are the customer’s responsibility, 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, email us at [email protected] with your order number and item details. You may use the email template provided below.
  2. Receive Instructions: We’ll reply 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.

Refund Timeline & Method

We process refunds with the same care we give to every order.

  • Timeline: Refunds are processed within 7–10 business days after we receive and approve your return.
  • Method: Refunds are issued to the original payment method (Visa, MasterCard, JCB, or PayPal). 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.

Items That Cannot Be Returned

Due to their personal, custom, or hygienic nature, the following items from our collection are considered 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; unused ceramics in original condition may be returned)
  • Any item marked as “Final Sale” or “Non-Returnable” at the time of purchase.

This policy reflects our commitment to quality and the unique nature of handmade, personalised goods.

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 help 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]

We’re Here to Help

If you have any questions about shipping, returns, or your order, please don’t hesitate to reach out.

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

With warmth and care,
The Team at Donnawilson Shop