Frequently Asked Questions - FAQ

General

How do I contact you?

You can get in touch with us via live chat on WhatsApp or Call us at +9714 887 2990 or email at customer.service@dondano.com

Where is your location?

We are located in Jebel Ali Free Zone, LOB6, Dubai - United Arab Emirates

What are your working days & hours?

We are open from Saturday - Thursday, from 9 AM to 8:30 PM

Do you print all the products in house ?

Yes, we do! This way we have full control over the printing process as well as the quality - and we can offer great prices across our entire product range.

Placing an Order

How do I place an order?

You can place an order by choosing the product you would like to customize via the CREATE menu, such as a ladies or men t-shirt, and then click the ‘Design Your Own T-Shirt’ button once the specific product is selected. You will then be directed to the design studio where you can add text, upload photos and place them exactly as you like on the product. You can also choose from pre-designed products from our SHOP menu "Shop by Theme". Once complete you can choose the sizes if applicable and add to cart. Once you are done creating all the items and adding them to the cart, you can then click check out, enter your details and complete your order.

How do I customize a T-Shirt?

Once you choose a product that you would like to customize from the ‘Design Your Own T-Shirt" menu, you will see a ‘Design Your Own T-Shirt’ button inside the product page. Once you click this button it will take you to the design studio where you can upload your own photos or add any text you like.

Do you have minimum quantity to order?

No at all, All products that you see available for purchase or customizing on the website have no minimum order quantity. You can get just one! We do have minimums for some products shown on our bulk order page. Get in touch to learn more.

Where can I find the material composition of the products?

Each product page has a description of the product which describes its materials and other relevant details.

How do I select the right size for my order?

On each product page, besides the available sizes, there will be a size chart button which you can use as a reference when deciding what size t-shirt or other product you would like.

Can you print on sleeves?

Yes, We can print on the sleeves of most of our apparel products.

I have my own T-Shirt or other garment, can you print on it?

Yes, we can in most cases. It depends on the material of the garment that you bring but anything cotton, polyester or even most blends are fine and we can print on them. Note that some designs have restrictions in terms of colors and printing methods so we will be able to assess this when you come by. We recommend that you send across the design before-hand via email so that we can check it for you.

What form of payment do you accept?

We accept all major debit & credit cards via our online secure Payment Gateway. We also accept payments via PayPal. We offer Cash on Delivery or Cash on Pickup for our UAE customers placing orders of AED 500 or below. For larger orders (AED 500 and above) we can also accept payment via Bank Transfer or Cheque.

Can I cancel my order?

If you have just placed your order within the last couple of hours you can cancel it by either canceling it from your account dashboard, giving us a call at 04 887 2990 during working hours or sending us an email to customer.service@dondano.com. If it has been longer than a few hours, you can still request to cancel and if it has not yet been processed we will cancel it and fully refund any payments made.

Creating a Design

I'm not a designer and I'm not familiar with designing, is that a problem?

Not at all! We have an easy-to-use designing studio that has all the tools necessary for you to be able to create your design. You can add text, change font and colors as you would on any document and also upload your own photos from your hard drive or from Facebook/Instagram. We understand that sometimes there are things you want on your design that you cannot figure out how to do on the design studio, in that case just get in touch with us and we’ll be more than happy to help you with your design

How do I change the product color?

In the design studio, if you wish to change the color of your item you may have to start over again by closing the current page and pick another product that we are offering on the ‘Products’ page.

Can I get a photo printed on a T-Shirt?

Yes, we can print it for you. You can also upload your photos from your Facebook and Instagram account, you just have to link it with your account on DonDano within the design studio.

What file format should I upload or submit?

You may upload any image file as long as it is in high resolution. If you are unsure about it, not to worry! You can still upload it and the design team will always check if there are any issues with the image resolution or clarity and in-case there is they will get in touch with you before printing your order.

What is the maximum size can you print?

We can print A4 and A3 size on the most products, however depending on the product chosen and the design, in some cases we are restricted to A4 size printing. You can make the design in the size that you like and if there is any issue the printing team will get in touch with you before processing your order.

Can I change the size of my order?

Yes! Before checking out, you will be asked what size and quantity you would like. If you have already placed an order and it is not yet being processed, you may give us a call to change the size of your item.

How can I be sure of the placement of my design?

If you are unsure if your placement of the design is correct, you can always leave a note for our print team to see and ask them to make any adjustments based on their professional opinion if necessary. If they have any doubts they will get in touch with you before printing your order. You can also get in touch or give us a call before placing the order to answer any of your questions related to design positioning and we’ll be happy to help

After-Sales Support

How many colors can I print?

We can print as many colors as you like but it also depends on the product we are printing on and artwork. You can get in touch with us via WhatsApp, phone or email if you would like us to check for you

Which printing process would you use for my order?

We have a variety of printing methods available to us such as Heat Transfer, Sublimation, DTG, Silk Screen Usually, we choose the optimum printing method for the best quality/durability based on the design that needs to be printed. Each printing method has pros and cons and have their own limitations, but luckily our experienced print team will be able to identify the best option for your order. If you need some more information or have a preference for a particular printing method, you can always specify this in the notes of your order and our print team will take it into consideration.

What happens after I place an order?

Once an order is placed, our print team reviews it within 24 hours to ensure everything is good to go! They check the design and any uploaded images and also ensures we have the stock available for your order. Should there be any doubts or issues, they will get in touch with you right away via email or phone before processing your order. In most cases, orders are checked and go smoothly into our production queue where it gets printed and shipped to you.

How should I wash my T-Shirts?

Each t-shirt and apparel product comes with washing instructions on the label which you can follow. The general rule is to avoid ironing overprints, iron inside-out, wash cold or warm, not hot and do not use bleach, for more information please refer to our blog.

Will the ink wash off?

As long as you follow the washing instructions on the label of your garment, the ink will not wash off.

Can I get the same design on a different product or re-order and old one?

Yes, you may! If you have saved your design in your account, you can open up another product in the design studio and add your saved design to that product. If you want to re-order a previously made order on the same products or different ones, you can always get in touch with us and let us know the order number. We save all designs from previous orders up to 2 years so we can definitely reprint an old order for you on any product you like.

Pricing

Do you offer discounts?

Yes, we do! When ordering any 5 products or more you will automatically get a discount added onto your shopping cart. The more products you order, the higher the discount goes, starting at just 5 pieces. The next discount increment comes at 10 pieces or more and so on.

How do I get a quote?

For a quote for a bulk order or an order of 5pcs or more, you can send us an email together with the artwork and product details (color , sizes) that you would like to customer.service@dondano.com. Our team will get back to you asap with a quote and a mockup as well if required. or just click on Bulk Orders from the main menu and fill the form with the need details and we will get back to you shortly.

How much to get my own T-Shirt printed?

Our printing only charge is usually AED 45 for one side and AED 60 for two side printing + VAT. This can vary depending on the quantity you need printed and the size of the design to be printed. Other products may have other printing-only charges. Check with our team at customer.service@dondano.com if you have any further questions.

Shipping & Returns

How do I track my order?

As soon as your order is shipped, you will receive an email that includes the Tracking Number or Airway Bill Number. Usually, we ship via Century Express, so you can enter this airwaybill number on their website (www.centuryexpress.me) and track your order.

How long does it take to receive my order?

We take on average 2 working days to process your order, print it and ship it out. For our UAE customers, allow an extra day for shipping.

How much the shipping cost?

Our shipping costs within the UAE are AED 15 + VAT only. For orders above AED 200 shipping is on us.

How do you ship my order?

Almost all of our orders are shipped via our courier partners Century Express

I received a wrong item, how can I return it?

Please refer to our Return Policy which has all the guidelines for how to handle returns. Should you need any further assistance please give us a call or contact us via WhatsApp Chat or Email.

Can I replace or exchange an item rather than a refund?

Please refer to the Return/Exchange Policy.

When will I receive my refund?

Once the refund request and any associated investigation is complete, we will refund the amount as soon as possible (usually within 45 working days) via the same mode of payment.

What if I'm not happy with the item?

We do our best to make sure all of the products we ship out are of top quality and accurate based on what our customers have requested. However if for any reason you are not satisfied with your order, do let us know via email at customer.service@dondano.com and our customer service team will look into it and see if there is anything we can do.

What is your return policy?

You can find our Return Policy here: https://www.dondano.com/refund-exchange-policy

Bulk Orders

Can we get a mock up?

Absolutely. We create detailed mockups for every bulk order, even if it is just 10 pieces. We place great importance on getting all the details and expectations clarified in advance. We also provide mockups for printed samples before getting them made too.

Can we get samples?

If you require samples of just the product to see the material, or if you need a sample with your logo/printing on it we can do it. Get in touch with us at customer.service@dondano.com and we can take it forward from there.

Do you provide designing services?

Indeed, contact us on customer.service@dondano.com with your brief.

I have t-shirts that need to just get printed, can you do that?

Yes, we can. contact us on customer.service@dondano.com and let us know what print you require and for how many pieces. Once we finalize the printing method and price we can even collect the t-shirts from you (minimum 20pcs for pickup service) and drop it back off to you once done.

What is the turnaround time with Bulk Orders?

The turnaround times vary for all bulk orders, depending on factors such as 1) the product, 2) stock availability, 3) printing method, 4) quantity and 5) our work-load at the time of placing the order. Either way, we will provide you a delivery date when placing your order and ensure delivery on or before the committed date.

Do you provide custom branding or labeling options?

Sure we do. For more information get in touch with us customer.service@dondano.com