Return & Refund Policy
At Donna Walkers, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help. Please read our Return & Refund Policy carefully before requesting a return.
If you have any questions, please contact our Customer Support team first at info@donna-walkers.com. In many cases, we can provide a suitable solution without requiring an international return.
1. Our Fulfilment Process
To reduce unnecessary waste and minimize our environmental impact, Donna Walkers operates using a direct fulfillment model.
Many of our products are shipped directly from our trusted international fulfillment partners rather than from a local warehouse. Because of this, approved returns must be sent to the designated return facility provided by our support team, which may be located outside Australia.
Please do not send any items back without receiving return authorization first.
2. Return Eligibility
You may request a return within 14 days after receiving your order.
To request a return, please email:
Your request must include:
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Your order number
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The item(s) you wish to return
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The reason for your return
Once your request has been reviewed and approved, we will provide you with the appropriate return instructions and return address.
Returns sent without prior approval may not be accepted.
3. Return Conditions
To qualify for a return, items must:
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Be unused and unworn.
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Be unwashed and free from damage.
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Be returned in their original condition.
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Include all original tags, labels, and packaging where applicable.
Items may be tried on for sizing but must not show any signs of wear.
For hygiene reasons, the following products cannot be returned unless they arrive damaged or defective:
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Underwear
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Swimwear
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Earrings and certain jewelry
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Personal care items
Sale or clearance items are generally considered final sale unless required otherwise under applicable consumer law.
Donna Walkers reserves the right to refuse returns that do not meet these conditions.
4. Return Shipping Costs
Unless the return is due to an incorrect, defective, or damaged product, customers are responsible for all return shipping costs.
This includes:
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International shipping fees
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Customs duties or import charges (if applicable)
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Any carrier service fees
Because return shipping may be international, we strongly recommend using a fully trackable shipping service.
Donna Walkers cannot process returns that cannot be verified as delivered.
5. Alternative Resolution
International returns can sometimes be expensive and time-consuming.
Before requesting a return shipment, we encourage you to contact our support team. Depending on the situation, we may be able to offer an alternative resolution, such as:
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A partial refund
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Store credit
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A replacement item
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Another mutually agreed solution
Our goal is always to find the most practical and satisfactory outcome for both parties.
6. Damaged, Incorrect or Defective Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 14 days of delivery.
Your email must include:
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Your order number
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A detailed description of the issue
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Clear photographs showing the problem
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Photos of the product and, where relevant, the packaging
This information allows us to investigate your claim quickly and provide an appropriate solution.
Claims submitted without sufficient photographic evidence may not be eligible for replacement or refund.
7. Refunds
Once your approved return has been received and inspected, we will notify you of the outcome.
If your return is approved, your refund will be processed to your original payment method within 14 business days.
Original shipping costs are non-refundable unless otherwise required by applicable consumer protection laws.
Depending on your financial institution, it may take additional time before the refunded amount appears in your account.
8. Order Cancellations
Because orders are processed quickly after they are placed, cancellations cannot be guaranteed once an order has entered processing.
If you wish to cancel an order, please contact us immediately at:
If the order has already been processed or shipped, it can no longer be cancelled and our standard Return Policy will apply.
We kindly ask customers to contact our Customer Support team before initiating a payment dispute or chargeback. We are committed to resolving any genuine issues as quickly and fairly as possible.
9. Delivery Responsibility
Customers are responsible for providing accurate shipping information during checkout.
Donna Walkers cannot be held responsible for:
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Incorrect or incomplete shipping addresses provided by the customer.
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Orders delivered successfully to the address supplied during checkout.
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Delays caused by customs authorities, postal services, weather conditions, or other circumstances beyond our reasonable control.
If you notice an address error after placing your order, please contact info@donna-walkers.com within 24 hours. While we will do our best to update your order, we cannot guarantee changes once processing has begun.
10. Contact Us
If you have any questions regarding returns or refunds, our Customer Support team is happy to assist.
Donna Walkers
Email: info@donna-walkers.com