Shipping policy
If you have any questions about our Shipping Policy, please contact us:
customers@donnacarolina.it
1. Shipping Countries
We currently ship to the following countries:
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden, United Kingdom, Switzerland, the United States, Australia, and New Zealand.
We do not offer shipping to countries not listed above.
2. Processing Time
Orders for in-stock items are processed and shipped within 24 business hours (Monday to Friday). Orders placed on weekends or public holidays will be processed the next business day.
3. Carriers and Tracking
Shipments for all EU countries and to the United States are handled by DHL. For Switzerland and the United Kingdom, orders are shipped with TNT. Deliveries to Australia and New Zealand are processed via EMS. Once your order has been dispatched, you will automatically receive a shipping confirmation with your tracking number by email.
4. Shipping Rates, Delivery Times & Import Duties
We offer both Standard and Express shipping options within Europe. For all other countries, please refer to our Shipping Rates page for an up-to-date overview of delivery times, costs, and any applicable customs duties.
5. Lost or Delayed Parcels
5.1 All parcels are shipped with a tracking number, which will be provided to you via email once your order has been dispatched.
5.2 In case of a lost or significantly delayed shipment, we kindly ask you to contact our customer support at customers@donnacarolina.it.
5.3 In case your parcel is lost or damaged in transit, we take full responsibility.
We will coordinate with our shipping partners to resolve the issue. If your shipment cannot be located or delivered within a reasonable time, you will be offered a full refund or a replacement at no extra cost.
6. Address Changes
6.1 If you need to change the shipping address after placing your order, please contact us as soon as possible at customers@donnacarolina.it.
6.2 If the parcel has not yet been dispatched, we will do our best to update the address.
6.3 Once the parcel has been handed over to the carrier, changes to the shipping address are no longer possible.
7. Delivery Attempts and failed Deliveries
7.1 If the carrier is unable to deliver your order due to an incorrect or incomplete address, recipient absence, or failure to collect the parcel from a pickup point, the shipment may be returned to us.
7.2 In such cases, we will contact you to arrange a re-shipment. Additional shipping fees may apply if the initial failed delivery was not caused by us or our shipping partner.
7.3 If we do not receive a response within 14 days after the parcel has been returned to us, the order will be refunded minus any non-refundable shipping charges (if applicable).
8. Customs Clearance Delays
8.1 While most international shipments are sent with DDP (Delivery Duty Paid), customs procedures and clearance times vary by country and may result in delays beyond our control.
8.2 Such delays do not qualify as a reason for order cancellation, refund, or compensation.