Frequently Asked Questions

Where can I purchase Dondolo?

You can purchase Dondolo at both our Flagship Store and online.

Dondolo Flagship Store
315 Cole Street., #160
Dallas, Texas 75207

Store Hours:
Monday 10am-5pm
Wednesday-Friday 10am-5pm
Closed Tuesdays, Saturdays and Sundays

How many collections do you release per year?

Beginning in Fall 2020, Dondolo now releases smaller, more curated and elevated capsule collections each month. These capsule collections will not be restocked.

I have a very URGENT customer service question! How can I get intouch with you ASAP?

Feel free to call us! (469) 804-6783. We are at the Dondolo Office during the week days : Monday-Friday 10am-5pm.

Returns & Exchanges

What is your Return Policy?

IMPORTANT ANNOUNCEMENT

*Beginning July 20th, 2021, Dondolo will be enforcing a new Return Policy.
*All orders placed on July 20th and after will be subject to the new Return Policy.


New Return Policy
RETURNS: Products that are unwashed/unworn, tags attached and in their original packaging are eligible for a full refund within 7 days of delivery. After 7 days, refunds are available in the form of Online Store Credit only.

EXCHANGES: 14 days from delivery date to exchange for Online Store Credit. After 14 days, items are non-refundable and non-exchangeable.

- All items bought on sale are final sale (no returns, no exchanges).
- Gifts can only be returned for Online Store Credit at the current retail value.
- Items purchased using a promo code equal to or greater than 30% are final sale. Items purchased with a promo code are only eligible for refund in the form of Online Store Credit.
- Monogram/Custom items are final sale.
- Dondolo does not refund shipping cost.
- Dondolo does not provide return labels.

Will shipping be refunded to me?

If you choose to return an item, shipping will not be refunded.

Can I return my monogrammmed item?

Monogram items are final sale. In the event that the wrong monogram was embroidered on your product, please contact us at info@dondolo.com or 469-804-6783.

I was given a gift. Can I return for store credit?

Yes! Just head to our Returns Portal.

Are return labels provided?

Dondolo does not provide return labels. In the event you receive a damaged or incorrect item, Dondolo will happily issue you a complimentary return label.

Orders

Can I cancel/edit my order?

Definitely! But be sure to call or email us ASAP - we ship out Monday-Friday! If it is during store hours, please call us at (469) 804-6783. If it is on weekends or after hours, please email info@dondolo.com.

How long will it take to recieve my order?

Dondolo processes and ships orders Monday-Friday 9am- 5pm CST. If you choose USPS Priority, your package should take about 2-4 days depending how far you live from Dallas, TX once it has been processed. If you choose the FedEx 2-Day option, your order should arrive in two days from the ship date.

How do I track my order?

You will be emailed an order confirmation with tracking once your order is processed.

What if my package is lost/stolen?

Dondolo is not responsible for packages that are lost/stolen in transit with USPS or FedEx. Refunds/replacements are not guaranteed if the order was delivered to the correct address. If your package is lost/stolen, please take the following steps:
-Contact the local USPS or FedEx office. They will be able to locate the carrier that was responsible for delivering your package.
-File a claim with USPS or FedEx.

Shipping

Do you offer international shipping?

We do! We use DHL for all international shipping.

What Domestic shipping methods are available?

At this time, Dondolo offers free USPS Priority and a paid rate on Fedex 2-Day.

Do you ship to PO Boxes and APO/FPO addresses?

Yes! We are happy to ship to PO Boxes and APO/FPO addresses.

If I live in Dallas, can I pick up my order?

Currently, we do not offer local pick up.

What happens if my order arrives incomplete, incorrect, damaged or defective?

Oh no! We are so sorry. We will make it right! Please call us at (469) 804-6783 or email info@dondolo.com

Size Chart

How do I know what size to order for my child?

All Dondolo pieces are very unique and truly one of a kind - so we always suggest referencing the specific size chart for that particular piece (which can be found in description of each product).

General

Will sold out items be restocked?

Items will not be restocked.

Do you offer gift wrap?

Yes! and it's STUNNING! For an additional $28 ♡ You will have the option in the main cart page to add gift wrap.

You just discounted an item I bought full price. Can you adjust the price?

If you pay full price for an item that is later discounted, Dondolo will be happy to adjust the price if it is addressed within 24 hours of your purchase. Items purchased at a discounted rate are ineligible for price adjustments.

Do you have a physical store?

Yes!!
Dondolo Flagship Store
315 Cole Street., #160
Dallas, Texas 75207

Store Hours:
Monday 10am-5pm
Wednesday-Friday 10am-5pm
Closed Tuesdays, Saturdays and Sundays

Where are Dondolo products made?

Dondolo products are made in Colombia and hand sewn with love by moms.

How should I care for my garment?

As many of our pieces are unique and have very intricate details, we recommend washing your garments in cold water, on a gentle cycle and lay flat to dry. Dry cleaning is also an option due to the delicate nature of the threads.

Can my child volunteer to be a Dondolo model?

Yes! Please email us at info@dondolo.com.

Do you ever need photographers?

Yes! Please email us at info@dondolo.com.

Do you have a Rewards Program?

Coming soon ♡

Pre-Sale

What is a pre-sale and when am I charged?

Pre-sale is an item that has not yet arrived but we are offering to purchase ahead of time! This way you can ensure you get one!! You will be charged at checkout. The estimated ship date with be noted in the item’s description.

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