FAQ

Where can I see sizing information for my country?

You can find an international size guide on the product pages, click SIZE GUIDE.

Where can I find information about how to care for my product?

You can find care information on the product pages, click CARE. We also have some general care advice and tips. Click GENERAL CARE INSTRUCTIONS. Always check the product care label before cleaning.

How do I make a purchase?

Shopping is easy. Browse by type, add items to your shopping bag and follow the prompts at checkout.

Which payment methods do you accept?

We accept all major credit and debit cards from Visa, Mastercard, American Express and Maestro. Currently we do not accept Paypal.

Can I ship to multiple addresses?

You cannot have goods from the same order shipped to multiple addresses. If you wish to ship to multiple addresses you should raise a separate order for each address.

Is UK VAT charged on my order?

All prices displayed in GBP include UK Value Added Tax (VAT) except if you are visiting the website from Japan where prices are displayed in Japanese Yen. They include local tax at the current rate.
If you are purchasing goods for delivery to a UK or EU address, we will charge UK VAT. For deliveries to the rest of the world (excluding Japan) no UK VAT will be charged and it will be deducted at the checkout.

Can I claim UK Value Added Tax (VAT) back on my purchase made online?

For orders to UK and EU addresses, UK VAT is applied, therefore you are not eligible for a VAT refund. For orders to Non-EU addresses, UK VAT is not applicable and will be deducted from the price shown during checkout. Local taxes and duties will be the responsibility of the buyer at the destination country.

Can I change my address on my order once I have placed it?

Once an order is confirmed, we regret that you cannot change the delivery address, please cancel the order and replace using the correct address.

What packaging will my order be shipped in?

Orders are packaged in a brown single or double wall cardboard box with (smaller items may be shipped in jiffy bags). In addition a product may also be supplied with a branded gift box or cloth dust bag, this will be indicated in the product details.

Do I need to sign for my order?

Yes, our carriers will require a signature when they deliver your parcel. For more information, see our Dispatch and Delivery page.

When will my order be delivered?

Delivery times will depend on the options you select at checkout; see our Dispatch and Delivery page for more information.

How do I return items to you?

If you have made your purchase within Japan and received your order from our Japanese distribution centre then unfortunately we are unable to accept returns unless they are found to be faulty or the incorrect item has been sent in error.
For the rest of the world, if you have changed your mind, doesn’t fit, no problem! If for any reason you need to return something to us, please complete our returns form located within your order package and follow the steps set out under ‘Returns’. Goods must be returned within 14 days of purchase.
We offer a full refund within 14 days of receiving your return. For more information please see our Returns Policy.
Please see our Terms and Conditions for full details.

What happens when I've lost my returns label or did not receive one?

If you did not receive a returns label or you cannot find it, please contact our Customer Service team by emailing customercare@karldonoghue.com

How long does it take to get a refund?

Once we have received your item, you will be refunded to your original payment method within 14 days. This will then appear in your account depending on your card issuer within five days.
Please see our Returns Policy for more information.

Will I be refunded the delivery charge if I return an item?

If you return your order you will not be entitled to a refund for any of the delivery charges.
For full details please see our Returns Policy for more information.

Can I cancel my order before it is dispatched?

You can cancel your order at any time before it is dispatched. To do this, you will need contact customercare@karldonoghue.com with your order number.
If your order has already been dispatched, you can return it to us within 14 days of delivery.
See our Returns Policy for more information.

My size/colour is out of stock, is it still possible to order?

If you select a size which is unavailable a pop up box will appear asking you if you would like to enquire about the item. Complete the simple enquiry form with no obligation and our customer care team will respond as quickly as possible.

Where is my item shipped from?

If you order from within Japan your order will be shipped from Tokyo. If you order from any other country your order will be shipped from the United Kingdom.

What is your refund policy?

For all countries (excluding Japan)
We want you to buy with confidence so we offer a full refund if you are not 100 per cent happy with your purchase. The order must be returned in the original packaging with all the original labels attached within 14 days. A completed Returns Form must be included in the box.

For Japan
Within Japan refunds are only offered if the goods are faulty or the incorrect item has been sent in error.
See our Returns Policy for more information.

What currencies can I pay in?

If you are visiting the website while in Japan prices will be displayed in Japanese Yen and you will pay in Japanese Yen. If you are visiting the website anywhere else in the world prices will be displayed in Great British Pounds (GBP) and you will pay in GBP. We currently do not offer other currencies; however your credit card company will convert to your local currency at the current rate of exchange. Note there is often a bank fee for foreign currency transactions.

How much will my delivery cost?

Standard delivery is free on all order over £300 (except in Japan). If you require a different delivery service or your order is under £300 the services and prices are displayed on our Delivery & Returns page.
If you are visiting the website in Japan standard delivery is free if your order is over JPY 21,600 + tax. If your order does not meet the minimum spend for free delivery you will be charged JPY500 for delivery.

Can I track my order?

Yes you can track your order. More information about delivery times and how to track your order is available in our Delivery & Returns section.

Which countries do you deliver to?

We deliver to most countries from the UK. If you order from our website outside of Japan, we cannot deliver to Japan. We can only deliver to Japan if you are based in Japan and your order will be dispatched from our Tokyo distribution centre.

Where is my item made?

You can click on Details of a product to find where a specific item is made. We manufacture most of our original designs in the United Kingdom or Europe. We take great care in the craftsmanship and quality of each product.

Do you use leather from animals that are ethically treated?

We use only reputable suppliers from Europe with traceable sources meeting all the required EU regulations.

What is shearling?

Shearing describes the tanned skin of a lamb where the wool is left intact with the leather. Shearling is a by-product of the meat industry. Sometimes shearling can be described as sheepskin but this would be more appropriate to describe the skin from an older animal i.e. a sheep rather than a lamb.

What is lambskin?

Lambskin describes the tanned skin of a lamb. This can include skin where the wool is left intact during the tanning process, often referred to as shearling. It can also include skin where the wool is removed during the tanning process, often referred to as lamb nappa or lamb leather.

Is shearling affected by the rain?

Shearling is a type of leather and therefore requires the same protection as normal leather goods from the rain. It is important to understand the natural wool (usually curly) maybe have been ironed (straighten) on certain products. If the wool becomes wet or is exposed to excessive humidity it can regain some or all of its natural curls over time. This is part of its natural evolution. For further advice on caring for your item, see our General Care Instructions under CARE on the product page.

Do you sell real fur?

We sell many different types of skin including fur, lambskin, shearling and leather. We use only reputable suppliers from Europe with traceable sources meeting all the required EU regulations.

Is it possible to purchase multiples of a style?

You cannot purchase multiples of a style through our website. If you wish to purchase more than one of a style/colour/size please email our customer care team at customerservices@karldonoghue.com with your enquiry.

What do I do if I wish to raise a complaint?

Whilst we always strive to provide the best possible goods and services to our customers, should you feel unsatisfied at any point, then please contact our customer services team at customerservices@karldonoghue.com

Do you have a mailing list I can join?

We do have a mailing list which you can sign up to and receive information about events, special offers and news. You can find the sign-up box if you scroll down to the bottom of the home page.

Do you offer a gift wrap service?

Currently we are unable to offer a gift wrap service. Most products are sold with either a branded dust bag or gift box. This is listed in the DETAILS section on the product page.

What if I am interested in an item that is not listed online?

No, problem. Please contact our customer care team customercare@karldonoghue.com to discuss your query.

Can I exchange my item?

Unfortunately, we are unable to offer an exchange service. If you would like a different size, colour or style simply return your unwanted items then place a new order. This excludes goods bought within Japan and shipped from our Japanese distribution centre. For further information see our exchange policy.

Do I need an account to place an order?

You do not need an account to place an order.

Who do I contact if I have a problem with my order?

Please contact our customer service team. See how in our customer care section.

Can I place an order by phone?

Currently we can only process orders via the website but if you are experiencing problems please contact our customer service team.

If the item is out of stock is there a way I can be notified when it becomes available?

If you click on a product which is out of stock a pop up box will appear inviting you to leave a message via email indicating your interest with no obligation.