You are welcome to return any item(s) you have purchased online back to our warehouse for a refund or exchange. Please follow the steps below and make sure to carefully read through the terms.
The return is to be arranged and paid for by you as a customer. Dondead does at this point, unfortunately, not provide any prepaid return label.
You must return your order to us within 30 days of receiving it.
Dondead does not refund any shipping fees or any customs fees that have been paid by the customer.
You as a customer may exchange your product for another size, in which case Dondead will ship the exchanged product back to you at no further cost. We do not make any exchanges for other models or products, only for the same item in a different size. If the size you wish to exchange for is not available in stock, we will instead make a refund for that product.
Remember that the shoebox is part of the product. If we received a damaged shoebox in return, we will charge a fee of 30Euros.
The product you wish to return cannot be used and must be in mint condition.
Your order comes with a return form. Please fill this out and enclose it in the return shipment. It is very important that it is enclosed, otherwise, we will not be able to process your return.
Pack the products you wish to return safely in the shipping box. Also, if you’re returning shoes, please remember not to damage the shoe box with tape, writing, shipping labels, etc.
Take your product to a shipping company’s location or arrange with them for it to be sent back to us. We always strongly recommend that you use your local postal services rather than a specific courier. From our experience, this almost always ensures that there are no issues for neither you as a shipper or for us receiving the return order. The postal service is usually also your cheapest option.
If you do not use the postal service, you must make sure that the shipment can be made to a box address - otherwise, we will not be able to receive it.
Send your items to the following address:
Industriestr.19 90441 Nürnberg Germany
(We have recently updated our address and some return forms that are included in orders, an older address may be visible. We kindly ask you to use the address that we have listed above. This makes it easier both for us and the postal service. However, please note that if you accidentally use the old address it will still be forwarded to the correct address.)
We advise you to pick an option where the return shipment is trackable. This is for your own convenience and safety.
Save the tracking number and any receipt from when leaving the return shipment.
What happens next?
Once your return arrives at our warehouse we will unpack it, process it, and fulfill your refund or exchange. Once this has been done, we will notify you via email regarding your return or exchange.
We receive many returns and carefully review each one to ensure a continued high-quality standard on our products. Therefore, it may take up to 2 weeks for your return to be processed and for you to be notified.
Sales and Campaigns
Furthermore, if your purchase has been made during a sale, it is possible that we will experience an increased number of returns. We understand the importance and your desire of receiving your exchange or money back as soon as possible, however, are kindly asking for your patience and understanding that the process may sometimes take a bit of time during these periods.
Have you still not received an update regarding your return order?
If you can see that your return has been delivered to our warehouse, but you are yet to receive an update after 2 weeks, please do not hesitate to contact us including the name of the courier you used and the tracking number. We will then do our best to help you.
Improving our return services
We want to improve the customer experience and understand that a vital part of this includes returning and exchanging orders. We may, therefore, reach out to you with a short update asking for your feedback once your return has been completed. Your input, whether positive or negative here is greatly appreciated.
Thank you for your cooperation. Stay safe.
PayPal free returns
If you are signed up, you can get access to free returns via PayPal. For more information please see here: (link to https://www.paypal.com/us/webapps/mpp/returns) My return order has been delivered to your warehouse. When will I receive my refund or exchange?
Firstly, thanks for successfully returning your order to us.
We will, of course, do our best to unpack it and process your request as soon as possible. We are thorough with our review process and can during periods of time receive many return orders. We are, therefore, kindly asking for your patience in our handling of your errand.
If your order has been delivered, it will be handled. Please allow this process to take
up to 2 weeks before contacting us further. During this time, our customer service team will be unable to help you with your request. Your patience here is sincerely appreciated. However, if you are yet to receive an update after two weeks, by all means, please contact us as it should not take this long time. We will then help you sort everything out.
When contacting us, please remember to include your
tracking number and state which shipping company you used.
We're really sorry for any delay. Again, many, many thanks for your cooperation and patience.
Do I need to pay for returns and exchanges?
At this point, we do, unfortunately, not provide any prepaid return labels nor any free returns for our customers.
Instead, you as a customer are yourself responsible for arranging and paying for your return order to be sent back to our warehouse. We do not refund any shipping fees that were paid when placing your order.
If you have ordered the wrong size and wish to make an exchange for the right one, we will send the new product back to you free of charge. Please note that we cannot make any exchanges unless it is of the same model. In these cases, you may ship back your product for a refund and then place a new order for the right product.
The product I received was damaged/flawed, what should I do?
Product quality is of the utmost importance for us at Dondead. Despite this, human errors and handling can, unfortunately, damage or flaw goods during production, handling and delivery. We're very sorry if you have received any defective product and would then advise you to contact our claim team through the contact form below. We will then help you accordingly.
Please make sure to include several detailed pictures from different angles of the product and the damage. If the package you received your product in was damaged, please make sure to include pictures of it as well. This will be necessary in order for us to assist you with your claim.
We look forward to assisting you as best as we can.
I am experiencing issues / damages with my product, what should I do?
It is the nature of everything to sooner or later wear down. However, there are, of course, instances where damage or flaws are brought upon by manufacturing defects. If you are experiencing such unfortunate issues, please make a damage claim through our contact form below and explain in as much detail as you can what you are experiencing so that we can make an accurate assessment of your case.
Please also make sure to include several detailed photos of the damage. This will be necessary as it can be quite difficult to determine whether damages are brought upon by manufacturing defects, or if they are part of wear and tear.
Which payment methods do you accept?
Depending on the delivery country, we provide different types of payment methods. The different payment methods available are listed below. They will also be displayed at the checkout.
Our payments are handled by SSL Secure, one of the world's leading companies at providing secure online payments.
The card payments are limited to
Visa, Mastercard, American Express, and some other local types of cards . The payment methods are limited because they serve not only as means to pay, but also allows us to verify you as a customer and to limit customers signing up multiple times.
We normally offer payment in our app through Paypal. However, our new app is still in development, and PayPal as a payment service has yet to be fully rolled out. Therefore, adding payment methods in the app is currently limited to credit cards.