Frequently Asked Questions

Where can I Purchase Dondolo?

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

Dondolo Flagship Store
3737 Atwell Ave.
Suite 105
Dallas, Texas 75209
Phone: (469) 381-4121
Email: info@dondolo.com

Store Hours:
Monday | Closed

Tuesday - Friday | 10am - 5pm

Saturday & Sunday | Closed

I have a very urgent customer service question! How can I get in touch with you asap?

Feel free to call or email us!
Phone: (469) 381-4121
Email: info@dondolo.com

Store Hours:
Monday | Closed

Tuesday - Friday | 10am - 5pm

Saturday & Sunday | Closed

Returns & Exchanges

What is your return policy?

RETURNS/EXCHANGES: Products that are unwashed/unworn, tags attached and in their original packaging are eligible for a full refund, online Store Credit (in the form of a gift card), or exchange within 15 days of delivery. After 15 days, items are non-refundable and non-exchangeable.

- A $5.00 restock fee will be deducted from your refund for returns. This fee will be waived for Online Store Credit and exchanges.

- 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 20% 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. 

Price Adjustments: 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.

Will shipping be refunded to me?

If you exchange your product or select store credit, your return shipping fee will be waived.

Can I return my monogrammed 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 Phone: (469) 381-4121

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

Yes! Just head to our Returns Portal.

Are return labels provided?

Yes! Dondolo happily provides pre-paid Return Labels. ♡

Orders

Can I cancel/edit my order?

Definitely! But be sure to call or email us ASAP - Orders placed before 1:00 PM CST on Monday - Friday will be processed and shipped same day. Orders placed after 1:00 PM CST will be processed and shipped the next business day.

If it is during store hours, please call us at Phone: (469) 381-4121

If it is on weekends or after hours, please email info@dondolo.com and we will get back to you the next business day.

How long will it take to receive my order?

Orders placed before 1:00 PM CST on Monday - Friday will be processed and shipped same day. Orders placed after 1:00 PM CST will be processed and shipped the next business day.

Orders placed on weekends or holidays will be processed and shipped the following business day (including expedited orders).

Please note: promotions may affect processing and shipping turnaround times.

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. For assistance with placing an international order please email info@dondolo.com or give us a call at (469) 381-4121

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?

We do! Choose Pick Up In Store at checkout.

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 Phone: (469) 381-4121 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. Sign up to be notified if we receive a return in your specific size!

Do you offer gift wrap?

Yes! and it's STUNNING! For an additional $12 ♡ 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!
You can purchase Dondolo at both our Flagship Store and online.

Dondolo Flagship Store
3737 Atwell Ave. Suite 105
Dallas, Texas 75209
Phone: Phone: (469) 381-4121
Email: info@dondolo.com

Store Hours:
Monday | Closed

Tuesday - Friday | 10am - 5pm

Saturday & Sunday | Closed

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 models@dondolo.com

Do you have a rewards program?

Yes!

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