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THE ULTIMATE DESIGNER DENIM DESTINATION

FREQUENTLY ASKED QUESTIONS?

Not sure where to start? Have a look at our Frequently Asked Questions…

 

Q. Where are your boutiques located?

 

A. We currently have three boutiques, located in Chelsea, Belgravia and Guildford. For addresses and contact details click here.

 

Q. How often do you have new stock online and in-store?

 

A. We get new stock in every week so keep checking back and subscribe to our style newsletter to make sure you don't miss out on anything new. 

 

Q. Is it safe to shop online at donnaida.com?

 

A. It is safer than it has ever been to shop online at www.donnaida.com. We utilise a top range checkout system to ensure maximum security, and constantly monitor activity to ensure everything is in order. All orders are processed through a secure checkout system provided by SagePay. We also use Verisign Secure Sockets Layer (SSL) Certificates for added protection.

 

Q. What forms of payment do you accept online?

 

A. We accept Visa, MasterCard, American Express, Delta, and Maestro credit and debit cards. Please note that we do not accept any other methods of payment apart from those listed.

 

Q. When will I be charged for my order?

 

A. You will be charged for your order when the order is completed at the checkout. Your payment details will then be checked for fraud, if we require any further ID or verification you will be contacted immediately. If you do not pass our fraud checks we will refund your order immediately, unless otherwise instructed by the issuing bank.

 

Q. Do you accept gift vouchers?

 

A.  Yes. You can buy virtual or standard gift vouchers here

 

Q. How do I search for a product?

 

A. Using the search function is the fastest way to locate a product online, if you know specifically what you’re looking for. Type your product name, brand name, or keyword (i.e. pink jean) into the search function box at the top right corner of the webpage and hit ‘search’; your results will then appear on the page.

 

Q. How do I sign up for the Donna Ida newsletter?

 

A. You can sign up here, or enter your email address in the bottom right corner or the screen. Enjoy!

 

Q. What delivery options do you offer?

 

A. If you live in the UK you can choose from one of the below shipping options:

Express/Next Day Delivery:

  • Your order will be delivered to you on the next working day and will cost £7.
  • Orders must be placed before 12pm, from Monday to Thursday, to ensure delivery the next working day. Next Day Delivery parcels cannot always be delivered on Saturdays but we will make every endeavour to get it delivered as soon as possible. Orders cannot be Sundays or Bank Holidays. If you order after 12pm on Thursday, your order will be delivered the following Monday (unless that is a Bank Holiday).
  • Our carrier will deliver your parcel between 9am and 6pm. Please note that we cannot give you a more specific delivery time. A signature is required on receipt of your parcel, so please choose a delivery address where you will be available between 9am and 6pm.
  • We may pass on your contact details to our courier. This will allow them to provide you with delivery updates via SMS.

 

UK Standard Delivery:

  • Your order will be delivered to you within 2-3 working days.
  • Our carrier will deliver your parcel between 9am and 6pm. Please note that we cannot give you a more specific delivery time.
  • A signature is maybe on receipt of your parcel, so please choose a delivery address where you will be available between 9am and 6pm.
  • We may pass on your contact details to our courier. This will allow them to provide you with delivery updates via SMS.

 

If you live in the EU delivery charges will depend on the weight of the package, the charges are broken down here:

We offer a standard shipping service for countries in the EU or the rest of the world.
EU £15 (1-3 days delivery)
Rest of the World £25 (3-4 days delivery, it may take up to 3 weeks for some countries)

Please note we are not liable for any customs and duties charges that may apply to your shipment on entry to country. Please also be aware that we are also not liable for any customs and duty charges on an exchange item. We ask that you contact your Customs and Duties office directly if you have any questions.

 

Please note that your order will only be shipped once payment and delivery details have been approved. Order cut-off times are provided as guidelines only, and do not take into account possible delays caused by payment authorization.

 

Q. Do you ship orders internationally?

 

A. Yes. Please see above for shipping rates.

 

Q. How much duties or tax will I have to pay?

 

Customs or import duties are charged once the parcel reaches its destination country must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

 

Q. What do I do if my order is damaged in transit?

 

A.  All items are insured against theft and accidental damage whilst in transit from Donna Ida to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.

If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.

 

Q. How do I return an item I no longer wish to keep?

 

At Donna Ida quality and customer satisfaction are very important to us, so if for any reason you wish to return your purchase, we will happily refund or exchange items if you let us know you are returning the item within 7 days of receipt. Please note that items must be returned new, unused and with all garment tags still attached.

 Safety and hygiene considerations prohibit us from accepting garments that have been worn or washed. Upon receipt of an order, if any item has been received with no tags, customers should notify us (by phone or email) on the same day if they wish to return. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags.

Postage and packaging charges will not be refunded, however if you wish to exchange an item then you will not be charged for additional postage. Any customs duties or sales taxes imposed by your home country can not be refunded

We do advise that you to request a proof of posting from your Post Office as unfortunately we cannot be responsible for garments lost or delayed on return.

If you would like to exchange an item for a different size, style or colour please email us at customercare@donnaida.com to enquire as to availability. Exchanged items can only be dispatched after the returned goods have been received.

How to proceed with your return or exchange.

If you’re not happy with your purchase, no problem. We offer Free Returns on all full-price purchases just follow the instructions below for a stress-free refund or exchange.

UK CUSTOMERS - FREE RETURNS

1. Simply fill in the returns form enclosed with your order, complete the order dates, order number and your name along with details of which items you are returning, and the reason for return

2. To request a refund, select how you would like to be credited. This must match the original payment method used. If you prefer a store credit, please fill in the value of credit you would like to be issued.

3. Check the box to agree with our Returns Policy.

4. Cut out the returns address label and attach to the front of your parcel. If your order is being returned via special delivery, please attach the included bar-coded label also. These must be clear and readable on the outside of the parcel.

5. The package must then be taken to the Post Office. Always remember to get a proof of postage receipt. 

6. You’ll be notified by email once your return has been received and processed.

INTERNATIONAL CUSTOMERS

If you are outside of the UK, you must make sure you request a Returns Merchandise Authorization (RMA) number within seven days of your order, and return the items within 14 days of receiving your RMA number:

1. Email a copy of your order confirmation to customercare@donnaida.com and request an RMA

2. Please detail in the email if you would like to RETURN or EXCHANGE the item. If an item is faulty, please provide full details.

3. You will then receive an email containing your RMA number which is valid for the next 14 days within which you can send your unwanted item(s) back to us. 

4. Please make sure you declare all items as RETURNED GOODS and address to: 

Donna Ida

40 Elizabeth Street,

London, SW1W 9NZ

United Kingdom

5. You will be notified by email once your return has been received and processed.

 

RETURNING SALE ITEMS

1. Simply fill in the returns form enclosed with your order, complete the order dates, order number and your name along with details of which items you are returning, and the reason for return

2. To request a refund, select how you would like to be credited. This must match the original payment method used. If you prefer a store credit, please fill in the value of credit you would like to be issued.

3. Check the box to agree with our Returns Policy.

4. Cut out the returns address label and attach to the front of your parcel. You will need to affix appropriate postage to return the box -  we recommend that you send your package back via recorded post. Regardless which postal service you should always remember to get a proof of postage receipt. 

6. You’ll be notified by email once your return has been received and processed.

7. Please make sure you declare all items as RETURNED GOODS and address to: 

Donna Ida

40 Elizabeth Street,

London, SW1W 9NZ

United Kingdom

8. Once received back your order will be refunded immediately.

RETURNING ITEMS BACK TO A DONNA IDA BOUTIQUE

You are most welcome to return your order back to one of the Donna Ida boutiques for an exchange or refund. If you would like a refund you can drop your order off and a refund will be processed through the website on the same day (please note your card can not be refunded at the boutique your order can only be dropped off there). Please make sure you leave your returns form or a copy of your invoice with the item(s) you are returning.

If you would like to exchange items in one of our boutiques, please make sure you bring a copy of your receipt as proof of purchase. You can exchange the item(s) for a different size, colour or style. If there is a price discrepancy the store will issue you a credit note for the value - please note however this credit note may only be redeemed in one of our boutiques, it will not be redeemable online.

For any questions about exchanges or refunds please email customercare@donnaida.com or call us on +44 (0) 20 7792 5811


Q. I received an item from Donna Ida as a gift – can I exchange it without the receipt?

 

If you have received an item as a gift, you may exchange it for a store credit to your Donna Ida account (you will need to register your details). The amount is automatically deducted from your next purchase and will be valid for one year. Please be aware that you may need to pay any cost difference, additional shipping, taxes and import duties. Please email customercare@donnaida.com to request an RMA (Returned Merchandise Authorisation)

 

Q. Do I need to create an account to shop at www.donnaida.com?

 

A. No, you can shop at Donna Ida without creating an account. However, registering your details will allow you to:

  • Track your order and review past purchases
  • Earn loyalty points to spend on future orders
  • Record your denim preferences so we can let you know what's new for you
  • Shop without entering your address details
  • Manage your address book and email settings

 

Q. How do I sign into my account?

 

A. Click the sign up/login button on the top right hand corner of the website and follow the instructions.

 

Q. I have seen a product I want to buy but it’s no longer in stock – will you be getting anymore in?

 

A. If you enter your email address we will let you know as soon as the item comes back into stock. If you have a special request please email customercare@donnaida.com and we will be able to tell you if we are expecting more or can special order the item for you.

 

Q. I have seen a pair of jeans online/in-store but you do not have my size available – are you able to order a pair in for me?

 

A. Sometimes we can do special orders, it depends if our designer suppliers carry stock in the item. Please email customercare@donnaida.com to enquire.

 

Q. I have seen a pair of jeans I like in a magazine…do you stock them?

 

A. Possibly! Try searching the brand/item name on our website using our search function, or have a look at our News & Press section as it maybe featured on there. Alternatively please email customercare@donnaida.com and enquire or call +44(0) 20 7792 5811.

 

Q. I need to have my new jeans tailored. Do you offer a tailoring service?

We offer a full range of professional tailoring services to ensure that your jeans fit you perfectly. Donna Ida can arrange alterations with our tailor for you if you know what length you would like your jeans. We do recommend that if it is your first online purchase with us that you have your jeans professionally pinned and hemmed so we know you have the correct dimensions for subsequent purchases/alterations. Please note if we do arrange to have your jeans altered they cannot be returned or exchanged. If you would like us to hem or alter your jeans with an online purchase, please email customercare@donnaida.com 

American Hem £15
Hem with Ankle Zips £20
Waist Tailoring £25
Hem & Waist Tailoring £35
Full Tapering £35
Half Tapering £25
Patches £20 per patch
Pocket Removal £7
Ankle Zip Insert £35
Ankle Zip Insert with Hem £40
Maternity Tailoring £40

 

Q. Do you offer work experience at Donna Ida?

 

A. We are always looking for enthusiastic, talented and organised individuals to undertake work experience and internships at Donna Ida. Click here to learn more.

 

Q. I want to work for Donna Ida – how do I apply?

 

A. Please check the ‘careers’ section here for details of current vacancies.