Swap Protect
Stress-Free Shopping, Direct to Your Wardrobe
Shop with 100% confidence
Easy Claims
Shop your denim favorites with complete peace of mind. If something doesn’t go to plan on its journey to you, resolving it is just a few clicks away.
Fast Replacements
Should your protected package go missing, Swap Protect will coordinate immediately with us to get your new pieces beautifully packed and re-despatched to your door.
Quick Refunds
If your chosen style is no longer available, Swap Protect will issue a full refund, including your original shipping costs.
Net Zero Shipping
Protecting your parcel also protects the planet. Swap offsets the carbon footprint of your delivery by planting trees with Tree Nation.
How It Works
01. Add & Protect
Simply opt-in to Swap Protect in your shopping bag before checking out. The protection fee is calculated dynamically based on your basket total. If you'd prefer to opt-out, you can easily remove it from your cart before paying.
02. Track Your New Pieces
Keep an eye on your delivery as it makes its way to you. If tracking stalls or the package is marked as delivered but hasn't arrived, that's where Swap Protect steps in to save the day.
03. Effortless Resolution
If you do need to make a claim, simply head over to our Swap Portal, enter your order details, and let the dedicated team sort it out for you in no time.
What You Are Covered For
Loss
If your parcel goes missing on its journey, you're fully covered.
Damage
If your items arrive damaged or compromised en route, we’ll make it right.
Theft
If your tracking says "delivered" but your parcel is nowhere to be found, we've got you.
Frequently Asked Questions
How do I add Swap Protect to my order?
Swap Protect is automatically added to your shopping bag at checkout. If you would prefer not to insure your shipment, you can easily remove it from your bag before completing your payment.
How long do I have to submit a claim?
For packages marked "Delivered": Please wait 3 days before submitting your claim (to allow for courier delays), and submit it within 30 days of the marked delivery date.
For packages presumed lost in transit: Please allow 5 days from the last tracking checkpoint before making your claim.
Please note: All claims must be filed within 30 days of your original order date.
I added Swap Protect by mistake. Can I get a refund?
Of course! If you didn’t mean to purchase shipping protection, please contact our customer care team at hello@donnaida.com as soon as possible. We can easily refund this fee for you, provided your order has not yet been despatched from our warehouse.
How is my Swap Protect rate calculated?
Swap Protect starts at a flat rate of £3 for protected orders under £100. For orders over £100, the rate is calculated incrementally at approximately 3% of your overall basket total.
I need to make a claim. What do I do?
Simply click HERE TO SUBMIT A CLAIM. Make sure you have your DONNA IDA order number and the email address used for the purchase handy. Follow the simple step-by-step prompts to submit your claim directly to the Swap Protect team.
What happens once my claim is submitted?
Swap’s dedicated claims team will review your submission right away. You can expect a response and a resolution offer (replacement or refund) within 48 hours.
Can my claim be rejected?
While rare, Swap Protect may reject a claim if it is filed outside of the designated 30-day window, or if there is reason to believe the protection service is being used improperly. You can view the full Swap Protect Terms of Service for more details.
Does Swap Protect cover the cost of my return postage?
Swap Protect specifically covers your parcel while it is in transit to you against theft, loss, or damage. It does not cover standard returns or the costs associated with returning an item back to us for a refund or exchange. For details on our normal return policy, please visit our standard Returns page.
What does carbon-neutral shipping mean?
We love the planet as much as we love great denim! Every time you protect your shipment, the carbon emissions generated by the logistics of your delivery are calculated and offset by planting trees through our partnership with Tree Nation.