Customer Service Policy

At Donecia’s Crafts, we strive to provide quality products and excellent service. Please carefully review our store policies before placing your order.

1. Contacting Us

For any inquiries regarding orders, returns, or exchanges, please contact us:
📩 Email: orders@doneciascrafts.com
📞 Text for urgent pickup requests: 832-266-2136

2. Order Status & Support

Customers can check their order status and submit return/exchange requests through their profile at www.doneciascrafts.com.
Orders typically process within 2-3 business days, but processing may take longer during peak seasons.
Some items are made to order or drop shipped, which may affect delivery times.
For special shipping requests, email us with “URGENT SHIPPING REQUEST” in the subject line.

3.Local Order Pickup

📍 Pickup Location:
DC Apparel Design Studio
8811 Westheimer Rd., Ste. 104
Houston, TX 77063

✅ Pickup Process & Requirements:

Customers must select a pickup time at checkout.
We may or may not contact you when your order is ready, depending on order volume. Please plan to pick up your order at your selected time.
Proof of purchase (printed or digital receipt) is required at pickup.
The storefront door remains locked for security reasons—please knock upon arrival.
If you have inquiries about your pickup, you may text 832-266-2136 for assistance.

Shipping & Address Changes

1. Address Accuracy & Changes

🚨 We do not accommodate address changes once an order has been placed.
🚨 Orders delivered to an incorrect address due to customer error will not be refunded.

Customers are responsible for ensuring their shipping address is correct at checkout.
If an incorrect address is provided, the order will be shipped as entered, and we are not liable for misdelivered packages.

2. Lost or Delayed Packages

Donecia’s Crafts is not responsible for lost, stolen, or mishandled packages once they are in the carrier’s possession.
If your tracking number shows your package was delivered but you have not received it, you must:
✅ Contact the carrier (USPS, UPS, FedEx) to check for delivery updates.
✅ Wait at least 48 hours in case of a late scan.
✅ Notify us immediately at orders@doneciascrafts.com so we can begin the claims process.

3. Claims Process for Lost Packages

A lost package claim must be filed with the carrier, which can take up to 60 days to resolve.
We will work with the carrier to attempt a resolution, but Donecia’s Crafts cannot issue refunds until the claim is settled.
If the claim is approved, we will provide store credit or a replacement order.

Returns & Exchanges

🚨 ALL SALES ARE FINAL.
🚨 NO ORDER CANCELLATIONS.

While we do not accept returns, we do allow exchanges under the following conditions:

1. Exchange Policy

Exchanges must be requested within 14 days of receiving your order.
Customers must submit an exchange request through their account profile at www.doneciascrafts.com.
The item must be in its original condition—unworn, unwashed, with tags attached.
Customers are responsible for all exchange shipping costs.
Exchanges may not be possible during homecoming or peak seasons due to high demand.

2. Store Credit for Returns (Limited Cases)

If an exchange cannot be accommodated, customers may receive a store credit (minus shipping costs) upon approval.
Items must be shipped back using the return label issued by Donecia’s Crafts—otherwise, the return will not be accepted.

🚨 Sale items, custom orders, and items purchased with a coupon code are final sale and cannot be returned or exchanged.

3. Damaged or Incorrect Items

If you receive a damaged, defective, or misprinted item, please email orders@doneciascrafts.com with a photo and description of the issue.
If the issue is confirmed, a replacement may be issued at no additional cost.

Pre-Orders

Pre-orders allow customers to secure highly anticipated items before they are released.

1. Pre-Order Processing & Shipping Timelines

Standard pre-orders require a minimum of 4 weeks for production.
Homecoming pre-orders require a minimum of 6 weeks due to high demand.
While we strive to meet estimated delivery dates, delays may occur. Updates will be provided via email and social media.

2. Pre-Order Shipping Policy

Orders containing pre-order items will not ship until all items are available.
Customers who want in-stock items sooner may request a partial shipment (additional shipping costs apply).

3. Pre-Order Cancellations & Refunds

🚨 Pre-orders are non-refundable.
If an item is discontinued, store credit will be issued.

Homecoming & Peak Season Policy

1. Order Processing & Shipping

Processing Time: Expect longer fulfillment times (up to 10 business days) during peak seasons.
Carrier Delays: Donecia’s Crafts is not responsible for shipping delays caused by carriers during peak seasons.

2. Exchanges & Returns During Peak Seasons

Exchanges may be difficult due to limited stock.
🚨 All sales are final during homecoming, graduation season, and major sales events.
Customers are responsible for return shipping costs.

🚨 No order cancellations, address changes, or modifications will be accepted during peak seasons.

Custom Orders

1. How to Place a Custom Order

Custom orders require a minimum of 10 pieces per design.
To inquire, email donecia@doneciascrafts.com with:

Quantity needed
Design or logo details
Deadline for delivery

2. Custom Order Processing Time

Custom orders typically process in 2-3 business days, but larger orders may require additional time.
Some items may be made to order or drop shipped, impacting fulfillment times.
Expedited production is not guaranteed, but we will accommodate where possible.

3. Custom Order Returns & Refunds

🚨 All custom orders are final sale. No returns, exchanges, or cancellations are permitted once production has started.

Final Notes

Customers are responsible for entering the correct shipping address at checkout.
If a package is lost, the claims process can take up to 60 days before a resolution is determined.
Donecia’s Crafts is not responsible for packages delayed in transit, especially during peak shopping seasons.