FAQs

Frequently Asked Questions

If you can't find the answer to your question on this page, please fill out our contact form.

Orders

How do I know that you have received my order?

Once you've placed your order, you will be directed to an order confirmation message, which will contain your order number. This information will also be emailed to you, but it could take up to 30 minutes to arrive in your inbox! Once your order has been processed, you will receive a second email to let you know that your order is on its way to you.

Can I make changes to my order?

Unfortunately, once you've placed your order, it is not possible to amend any details, as your order would have already been moved to processing your order!

Can I track my order?

Tracking your order is easy! A tracking number will be provided within your second email.

Can I cancel my order?

To make sure you receive your items as fast as possible, we start processing your order as soon as we receive it. This means that once your order has been placed, you will be unable to cancel it.

What should I do if I receive an incorrect or faulty item?

We're sorry to hear that you've received an incorrect or faulty item. Please send us a message on contact us with your order ID, the name of the item/size you were supposed to receive any further details of the problem. Please return the item to us by following the procedure stated in the 'How do I return an item?' section, and we'll do our best to resolve this for you.

Can I exchange an item?

      • Sometimes the fit isn’t right, so here at Daolondon we’re happy to accept exchanges on any garment that is unworn and still fitted with labels still attached. This applies to any item despatched to us within 14 days of receipt by you.
      • Exchanges take 3-5 working days to process. Please allow 5-7 business days for us to process your return once it is received.
      • It is important to note that shipping costs are not covered by Daolondon when sent back and Daolondon is not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.
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Feel free to be picky. You can exchange your item for any size or item (permitted it’s the same price)

Pre-order terms

Please note that in-stock items ordered with pre-order items are subject to stock availability and will ship when the pre-order item is available. 

Pre-order shipping dates may vary slightly subject to delays

It takes from 2- 4 weeks for items to be made and could take longer if any unexpected events has occurred.

 

Returns for Pre-ordered items 

Pre-order items can be exchanged or refunded only after the receiving of your order. You cannot refund or exchange a pre-ordered item before arrival of your purchase. The refund or exchange is only eligible for 14 days after arrival of your purchase. The item must be in unworn condition and undamaged. The shipping back will not be covered. For returns or exchange, please notify via mail within 14 days of arrival of the purchase. Just state which items you want to return or exchange and the reason for the return. For contact please use this mail: daolondon@live.co.uk

It is suggested to separately order pre-ordered items from in-stock items, since the pre-ordered items may delay the date of shipping.

Deliveries

Where do you deliver to?

Our UK delivery service includes England, Scotland, Northern Ireland and Wales, together with the Channel Islands.

We also deliver worldwide which includes USA, Canada, New Zealand, Australia, United Arab Emirates and the following countries within Europe:

Albania, Andorra, Armenia, Austria, Azerbaijan, Azores, Belgium, Bosnia & Herzegovina, Bulgaria, Corsica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Malta, Moldova, Monaco, The Netherlands, Norway, Poland, Portugal, Romania, Russian Federation, San Marino, Slovakia Republic, Slovenia, Spain, Spitsbergen, Sweden, Switzerland, Turkey, Vatican City State (Holy See). 

Can't find your country in the list? Do not hesitate to contact us and we will let you know as soon as possible if we can ship to you!

How much does delivery cost?

Delivery option Delivery times Delivery cost
UK Saver 3 – 5 working days – if ordered before 9pm £4.99 per order

UK Next Day Delivery

(post code restrictions apply)

If ordered before 4pm Monday to Friday £8.99 per order
International Delivery It will take up to 24-48 hours to leave the UK. After delivery times may vary due to customs £17.99+ per order
UK Saturday Delivery
Unfortunately, we don't do Saturday Delivery as of yet.
UK Sunday Delivery Unfortunately, we don't do Sunday Delivery as of yet.  
Republic of Ireland Up to 5 working days if ordered before 8pm £4.99 per order
Europe Up to 7 working days. £6.99 per order
Turkey 7 – 14 working days. £6.99 per order
USA Super Saver 8 working days. £3.99 per order
USA Standard 6 working days. £6.99 per order
USA Express 3 working days. £12.00 per order
Canada Standard 6 - 8 working days. £6.99 per order
Canada Express 2-3 working days. £30.00 per order
Australia Super Saver up to 9 working days. £2.99 per order
Australia Standard up to 6 working days. £3.99 per order
Australia Express Up to 4 working days.
(Express delivery may take longer in very remote areas)
£7.99 per order
New Zealand Standard up to 8 working days. £6.99 per order
New Zealand Express Up to 4 working days.
(Express delivery may take longer in very remote areas)
£9.99 per order
United Arab Emirates 7 – 14 working days. £6.99 per order
Swedish Standard Up to 7 working days. £6.99 per order
Danish Standard Up to 7 working days. £6.99 per order
Norwegian Standard Up to 7 working days. £6.99 per order
Russian Federation Standard 10 working days. £10.00 per order
Russian Federation Express Up to 8 working days. £15.00 per order
Rest of the World 5 – 14 working days. £6.99 per order

Will I be charged customs and imports duties?

Depending on the value of your order, your Daolondon parcel may or may not be charged customs or import duties. If your parcel is charged, it is up to the person receiving the parcel to cover these costs.

Unfortunately, these charges are out of our hands, and vary widely from country to country, so were unable to predict what your particular charges may be. For more accurate information, we'd suggest getting in touch with your local customs office so you're not surprised if there are any unexpected delivery charges at your end.

How long will delivery take?

We aim to ship out parcels immediately after the order has been placed. International delivery will roughly be 5-10+ working days. UK deliveries will be 2-5 working days.

Tracking numbers will be available in order to check the status of your parcel.

What time will my delivery arrive?

Deliveries can be made any time between 7.00am and 9.00pm.

What if I am not in when my parcel is delivered?

The delivery company may leave the parcel with a neighbour, or if there is a safe, secure location at the property they may leave the parcel there. The delivery company will leave a card saying that they have attempted to deliver the parcel, and provide you with details on where the parcel has been delivered to, how to contact them to re-arrange a delivery time or to advise where you can collect your parcel from.

Will a signature be needed for my delivery?

If you or a neighbour is home to accept the delivery, then a signature will be required. If nobody is home to receive the parcel, then our carriers may attempt to leave it in a safe location. A card may be left to advise you of this, or to confirm that the parcel has been returned to the local depot. You can then contact the courier to arrange collection or to schedule a new delivery date that is more suitable for you.

Can you deliver to a different address than my billing address?

Yes! You can have your parcel delivered to another address. If you choose to have your parcel delivered to you at work, always make sure you put the name of the company or organisation in the address field, your number, as well as the contact name to ensure your parcel is successfully delivered.

Is my postcode eligible for Next Day?

Unfortunately, the UK Next Day & Saturday delivery is not currently available to the Channel Islands, Highlands & Islands of Scotland, Shetlands and worldwide.

What if my parcel does not arrive?

We ask if you could patiently wait up to 5 days after the promised delivery date to receive your parcel in case of a delivery delay, but we will do our best to get your parcel to you as fast as we can.

Returns

  • Anything returned should be new, unused and with all tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.

How long do I have to return an item?

For UK & Europe customers, you are able to return unsuitable items within 14 days of the date shown on the dispatch note.

For the USA, Canada, Australia and New Zealand customers please return items within 30 days of the date shown on your dispatch note.

For all other International customers, please return unsuitable items within 14 days of the date you receive the parcel.

Please return unsuitable items in its original packaging alongside a description of the fault , order ID, name and contact details and email Daolondon@live.co.uk with the subject title 'RETURNS'

How much does it cost to return an item?

  • UK/Republic of IrelandWe're sorry but we are unable to offer a full refund for the return service. Returns must be made at your own cost. But, a discount will be applied towards your next purchase as soon as we receive the items in its original state with a tracking number. 
  • USA, Canada, Australia, New Zealand, Europe/Rest of World - We're sorry but we are unable to offer a full refund for the return service. Returns must be made at your own cost. But, a discount will be applied towards your next purchase as soon as we receive the items in its original state with a tracking number. 

Returns labels/How do I return an item?

Please follow the process below for returning your parcel to us.

It’s as easy as 1, 2, 3! Just follow our hassle-free, 4-step process:

  1. Email Daolondon@live.co.uk with the subject title 'RETURNS'  along with a description of the fault , order ID, name and contact details before posting returns.
  2. Re-pack your item(s) in the original packaging, or in a secure, waterproof package with labels and tags still attached.
  3. Cover your original address label with the sticky Daolondon returns label found in the packaging, remembering to get proof of postage. Please don’t post your package through the post box without getting proof of postage. Keep it safe in case you need to use this as evidence of your return.
  4. Return the package by using the Post Office counters and obtain proof of postage from the Post Office.

How long does it take to process my return?

We aim to process your return and refund you as quickly as possible, but it may take up to 21 days for your refund to be processed after you have returned your item(s) to us. If you have not been refunded after 21 days of returning the item, please contact us with the proof of postage information on your Post Office receipt and we will look into this for you.

How can I track the status of my return?

We will send you an email as soon as your parcel arrives back to us, and again when we have processed your refund. Kindly note that it can take 3 - 5 working days for the payment to show on your account, depending on your card issuer.

Can I have an exchange instead of a refund?

Yes , we will offer an exchange for the same style if the item does not fit.

What should I do if I receive an incorrect or faulty item?

We're sorry to hear that you've received an incorrect or faulty item. Please leave a message in the contact us page stating the order number, and further details of the issue. And we will be more than happy to look into this for you.

How can I pay for my order?

We accept the following payment cards: Visa, Visa Debit, credit cards. We also accept PayPal and Stripe payments.

When will I be charged?

When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account. If there is a query with the payment, either your card issuer or Customer Services will contact you.

Promotions

How do I use a promotional code?

Once you've reached the Checkout stage, enter your promotional code into the 'Redeem a promotion code' box, enter the correct code and click 'Continue'. If the code is valid, your discount will be applied!

Please note, only one promotion/discount code is redeemable per order.

Products/Stock

How can I find out more information about a product?

If you can't find the information you need about a product, please don't hesitate to contact us with the subject heading 'info about stock' and we'll try our best to help you. Don't forget to check the Style Notes and Details and Care tabs on the product page for more information.

Will you be getting more stock?

Our popular items can sell out quickly as we are all about uniquely designed stylish garments. Therefore, once it sells out it is unlikely we will be restocking unless there is a large demand for it.

Why can't I find an item that was advertised?

Our advertised products become very popular and sell out quickly. Most pieces are promotional pieces that are bespoke. Please contact Daolondon@live.co.uk for Bespoke pieces and we'll do our best to help you.

Do you have a size guide?