THEDONCARLOS.COM STORE

Customer Service

Return Policy

At DONCARLOS.STORE, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a straightforward return policy to ensure your satisfaction.

Eligibility for Returns:

- Items must be returned within 30 days of receipt.

- Products must be in their original condition, unworn, unwashed, and with all tags attached.

- Books and prints must be in their original packaging and free from any damage or marks.

Non-Returnable Items:

- Custom or personalized items

- Gift cards

- Final sale items

Return Process:

1. Contact Us: Before returning any items, please contact our customer support team at [email protected] with your order number and reason for return. Our team will provide you with a Return Merchandise Authorization (RMA) number and return instructions.

2. Package Your Return: Securely pack the items in their original packaging and include the RMA number. Ship the package to the address provided by our customer support team.

3. Shipping Costs: Return shipping costs are the responsibility of the customer unless the item received was damaged or incorrect. We recommend using a trackable shipping method to ensure your return is received.

4. Inspection and Refund: Once we receive your return, we will inspect the items. If the return meets our criteria, we will process a refund to your original payment method within 7-10 business days.

Damaged or Incorrect Items:

If you receive a damaged or incorrect item, please contact us within 7 days of receipt. Provide a photo of the damaged or incorrect item, and we will arrange for a replacement or refund at no additional cost.

Exchanges:

We currently do not offer direct exchanges. If you wish to exchange an item, please follow the return process and place a new order for the desired item.

Contact Us:

For any questions or concerns regarding returns, please contact our customer support team at [email protected].

 

Shipping Policy

At DONCARLOS.STORE, we strive to provide you with reliable and timely shipping options for all your purchases. Below you will find information about our shipping methods, costs, and delivery times.

Shipping Methods:

We offer several shipping options to cater to your needs:

- Standard Shipping: Economical option with reliable delivery times.

- Express Shipping: Faster delivery for urgent orders.

Shipping Costs:

Shipping costs are calculated based on the destination and the number of items in your order. Below are the standard shipping rates:

- USA: $5.00 for the first item, $2.00 for each additional item.

- Europe: $5.00 for the first item, $2.00 for each additional item.

- Canada: $9.00 for the first item, $2.00 for each additional item.

-  Australia/New Zealand: $8.00 for the first item, $2.00 for each additional item.

- Worldwide: $12.00 for the first item, $6.00 for each additional item.

Processing Time:

Orders are typically processed within 2-5 business days. During peak seasons or promotional periods, processing times may be slightly longer.

Delivery Times:

Delivery times vary depending on the shipping method and destination:

- USA: 3-7 business days

- Europe: 5-10 business days

- Canada: 7-14 business days

- Australia/New Zealand: 7-14 business days

- Worldwide: 10-20 business days

Order Tracking:

Once your order is shipped, you will receive a shipping confirmation email with a tracking number. You can use this tracking number to monitor the status of your shipment.

International Shipping:

We ship internationally to most countries. International shipping costs and delivery times will vary based on the destination. Please note that international shipments may be subject to customs duties and taxes, which are the responsibility of the recipient.

Address Changes:

If you need to change the shipping address after placing an order, please contact our customer support team as soon as possible at [email protected]. Address changes can only be made before the order has been shipped.

Lost or Stolen Packages:

We are not responsible for lost or stolen packages. If your package is lost or stolen, please contact the shipping carrier directly with your tracking information.

Contact Us:

For any questions or concerns regarding shipping, please contact our customer support team at [email protected].

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