Returns & Complaints
How do I return or exchange a product?
We do not make direct changes at our warehouse. Return the product for repurchase and then place a new order on the website.
To return an item back to us you need to do following:
Send it back to us in the original packing with the labels still on You, as the customer, are responsible for shipping it back to us and the upcoming cost for it.
Note! No returns will be accepted without our packing slip.*
The customer is responsible for the package until we receive and register it. Please keep in mind to save your receipt. It can take up to 20 working days for a return to arrive and be processed at our warehouse. Then, it takes an additional 2-5 working days for the refund transaction to go through. Do note that, if you paid for shipping costs with your original order, they will not be refunded when your return package is registered and refunded.
The refund is paid to the same account used for the purchase.
* If you have returned a package to us without your packing slip we will not be able to issue a refund. If you have returned a package without the packing slip - please go ahead and email us at info@donley.eu as soon as possible.
To return an item back to us you need to do following:
Send it back to us in the original packing with the labels still on You, as the customer, are responsible for shipping it back to us and the upcoming cost for it.
Note! No returns will be accepted without our packing slip.*
The customer is responsible for the package until we receive and register it. Please keep in mind to save your receipt. It can take up to 20 working days for a return to arrive and be processed at our warehouse. Then, it takes an additional 2-5 working days for the refund transaction to go through. Do note that, if you paid for shipping costs with your original order, they will not be refunded when your return package is registered and refunded.
The refund is paid to the same account used for the purchase.
* If you have returned a package to us without your packing slip we will not be able to issue a refund. If you have returned a package without the packing slip - please go ahead and email us at info@donley.eu as soon as possible.
How do I know you have received my return?
You will receive an email when we register your return. It can take up to 14-20 working days for a return after it arrived and be processed at our warehouse.
Then, it can take an additional 2-5 working days for the refund to go through.
The refund will be made to the account that was used for the purchase.
Thank you for your patience!
How do I make a complaint?
If you purchased the product with any of our resellers, please contact them instead and they will help you further.
If you have received a product with a manufacturing fault from us, first of all: We are sorry about that! Please contact our customer service as soon as possible. Otherwise, please let us know within 3 months. Here's what we need you to do:
1. Photograph or record a video of the defect
2. Photograph your receipt or tell us your order number
3. Email it all to info@donley.eu
The right of the claim covers goods that are incorrect in accordance with current consumer protection legislation. Complaints made within three months of discovering the error are always considered to be timely.
You, as a consumer, have three years of right of claim. We reserve the right to refuse complaints. You must be able to prove that the product was purchased from www.donley.eu
Donley.eu always pays freight charge on a complaint.
If you have received a product with a manufacturing fault from us, first of all: We are sorry about that! Please contact our customer service as soon as possible. Otherwise, please let us know within 3 months. Here's what we need you to do:
1. Photograph or record a video of the defect
2. Photograph your receipt or tell us your order number
3. Email it all to info@donley.eu
The right of the claim covers goods that are incorrect in accordance with current consumer protection legislation. Complaints made within three months of discovering the error are always considered to be timely.
You, as a consumer, have three years of right of claim. We reserve the right to refuse complaints. You must be able to prove that the product was purchased from www.donley.eu
Donley.eu always pays freight charge on a complaint.
You sent me the wrong item/one item is missing
We are very sorry for the mix-up and will help you in the best possible way!
Please send a photo/video of the product and the packaging slip to info@donley.eu so that we can take a closer look into this.
Once again we are sorry if this happened to you and we are grateful for your cooperation and patience!
Return policy
Generally, you have 30 days to decide if you wish to keep your products. Beginning from that date you received the package from Donley.eu. If this period expires on a Saturday, Sunday or a holiday, it will be extended until the following business day.
We unfortunately do not make direct changes at our warehouse. We ask that you return the product for repurchase and then place a new order on the website.
The easiest way to inform us about your return is by filling in and shipping the packing slip that came in the package with your products.
The product should be shipped well packaged, in good condition and in the original packaging. Customs and import VAT and any other expenses associated with delivery outside of Sweden that can occur is the responsibility of the customer to pay.
Once we have received and approved your return, we will refund you for the returned order amount or if a gift card was used, the amount will be uploaded to the gift card used.
Do note that, if you paid for shipping costs with your original order, it will not be refunded when your return package is registered and refunded.
Note! No returns will be accepted without our packing slip.*
The customer is responsible for the package until we receive and register it. Please keep in mind to save your receipt. It can take up to 20 working days for a return to arrive and be processed at our warehouse. Then, it will take an additional 2-5 working days for the refund transaction to go through. The refund is paid to the same account used for the purchase.
* If you have returned a package to us without your packing slip we will not be able to issue a refund. If you have returned a package without the packing slip - please go ahead and email us at info@donley.eu as soon as possible.
We unfortunately do not make direct changes at our warehouse. We ask that you return the product for repurchase and then place a new order on the website.
The easiest way to inform us about your return is by filling in and shipping the packing slip that came in the package with your products.
The product should be shipped well packaged, in good condition and in the original packaging. Customs and import VAT and any other expenses associated with delivery outside of Sweden that can occur is the responsibility of the customer to pay.
Once we have received and approved your return, we will refund you for the returned order amount or if a gift card was used, the amount will be uploaded to the gift card used.
Do note that, if you paid for shipping costs with your original order, it will not be refunded when your return package is registered and refunded.
Note! No returns will be accepted without our packing slip.*
The customer is responsible for the package until we receive and register it. Please keep in mind to save your receipt. It can take up to 20 working days for a return to arrive and be processed at our warehouse. Then, it will take an additional 2-5 working days for the refund transaction to go through. The refund is paid to the same account used for the purchase.
* If you have returned a package to us without your packing slip we will not be able to issue a refund. If you have returned a package without the packing slip - please go ahead and email us at info@donley.eu as soon as possible.
