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
Phone: (469) 208-9840
Email: info@dondolo.com

Store Hours:
Monday - Friday | 10am - 5pm
Saturday & Sunday | Closed

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 in touch with you asap?

Feel free to call or email us!
Phone: (469) 208-9840
Email: info@dondolo.com

Store Hours:
Monday - Friday | 10am - 5pm
Saturday & Sunday | Closed

Returns & Exchanges

What is your return policy?

*Important Announcement*

Beginning Friday, June 10th 2022, Dondolo will be enforcing a new Return Policy. All orders placed on June 10th and/or after will be subject to the new 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.

- Dondolo provides pre-paid return labels.
- 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. 

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

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 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?

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 - we ship out Monday-Friday and we want to catch it before it ships out!

If it is during store hours, please call us at (469) 208-9840.

If it is on weekends or after hours, please email info@dondolo.com.

How long will it take to receive my order?

Dondolo processes and ships orders Monday-Friday 9am- 5pm CST.

Starting on January 9th, 2022, Dondolo will now only be using FedEx Express® 1-2 Day for all orders.

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 FedEx International Mail Service with a Flat Rate of $40.

What domestic shipping methods are available?

Dondolo offers free FedEx Express® 1-2 Day Shipping on Orders over $99.

Orders under $99 are a $5 flat rate for FedEx Express® 1-2 Day.

*Note - Orders including qty 12+ plates will be charged an $18 flat rate for FedEx Ground®

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 (469) 208-9840 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
315 Cole Street., #160
Dallas, Texas 75207
Phone: (469) 208-9840
Email: info@dondolo.com

Store Hours:
Monday - 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 info@dondolo.com.

Do you have a rewards program?

Yes!

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.

What are you looking for?

Your cart