Frequently Asked Questions


  1. How long will it take for me to receive my order?
  • Orders are despatched within 1 – 3 working days (excluding holidays).  We offer a 24 hour or 48 hour tracked service by Royal Mail, however, we are unable to control the actual delivery time and date once the parcel has been handed to Royal Mail for the service you have chosen.

 

  1. What do I do if the item is damaged?
  • In the event that your order arrives damaged in any way, please email us as soon as possible at sales@donkeyshoeshop.co.uk with your order number and a photo of the item’s condition. We address these on a case-by-case basis, but will try our best to work towards a satisfactory solution.

 

  1. Can I return items for a refund?
  • We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
  • To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

  1. How do I return an item?
  • To start a return, you can contact us at sales@donkeyshoeshop.co.uk. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
  • Please also see our refund policy.