Exchanges & Returns
We hope you are happy with your Dondella order.
If the product is not quite right or you would like a different size or style, you can let us know that you wish to exchange or return it within 14 days of receiving the product.
EXCHANGE
I would like to choose a different size, style or product.
TAGASTAMINE
I would like to return the product and receive a refund.
If you received the wrong, damaged or defective product, please do not use the standard exchange or return form. See the instructions on our Product Defects, Repairs and Claims page.
HOW TO EXCHANGE A PRODUCT
1. Complete the exchange form
2. Wait for return instructions
We will usually email you within 1–3 business days.
3. Pack the product carefully
Pack it securely to prevent damage during transport.
4. Include your order details
If possible, include your order number in the parcel.
5. Send the parcel
Return the parcel using the method specified in our instructions.
Please notify us that you wish to exchange a product within 14 days of receiving it.
EXCHANGING A PRODUCT ORDERED WITHIN ESTONIA
Products can be exchanged free of charge at the Dondella showroom at Turu 47/2, Tartu, regardless of the price of the product.
For exchanges via parcel locker, Dondella will cover the shipping cost for one exchange if the amount actually paid for the product being exchanged is at least €40.
To qualify for a free exchange, you must use the return instructions or shipping label provided by Dondella. Shipping costs related to any subsequent exchange will be paid by the customer.
If the amount actually paid for the product being exchanged is less than €40, the customer must return the product to Dondella at their own expense.
Once Dondella has received the returned product and checked its condition, we will send the replacement product to the customer at our expense.
EXCHANGING A PRODUCT ORDERED OUTSIDE ESTONIA
For orders delivered outside Estonia, the customer is responsible for shipping costs related to the exchange.
Before sending the product back, complete the exchange form and wait for our instructions.
For international shipments, we recommend using a tracked shipping service.
FREQUENTLY ASKED QUESTIONS
What if the amount paid for the product is less than €40?
If the amount actually paid for the product being exchanged is less than €40, the customer must return the product to Dondella at their own expense.
Once Dondella has received the returned product and checked its condition, we will send the replacement product to the customer at our expense.
Is the replacement product always available?
Exchanges are subject to the availability of the requested product, colour and size.
We recommend completing the exchange form as soon as possible.
The requested product will not be reserved until we have confirmed that the exchange is possible.
If the requested product is unavailable, you can choose:
another product or size; a Dondella Gift Card; to return the original product for a refund.
What happens if there is a price difference?
If the new product is more expensive, you will need to pay the difference in price.
If the new product is less expensive, we will refund the difference to the original payment method.
We will provide detailed payment or refund instructions after reviewing your exchange request.
When will the replacement product be dispatched?
The replacement product will be dispatched after Dondella has received the returned product and checked its condition.
If an additional payment is required due to a price difference, the replacement product will be dispatched once the payment has been received.
HOW TO RETURN A PRODUCT
1. Complete the return form
2. Wait for return instructions
We will usually email you within 1–3 business days.
3. Paki toode Pack the product carefully
Pack it securely to prevent damage during transport.
4. Include your order details
If possible, include your order number or the information provided on the return form.
5. Send the parcel
Return the parcel using the method specified in our instructions.
Please wait for our return instructions before sending the product so that we can select the correct return method and link the parcel to your order.
WHEN ARE RETURNS FREE WITHIN ESTONIA?
Products can be returned free of charge to the Dondella showroom at Turu 47/2, Tartu, regardless of the price of the returned product.
Returns via parcel locker are covered by Dondella if all four of the following conditions are met:
The amount actually paid for the returned goods is at least €50.
The return form is submitted no later than three calendar days after receiving the parcel.
The return is made according to the instructions provided by Dondella.
The Unisend return method specified in the instructions is used.
Good to know! Eligibility for free returns is based on the amount actually paid for the returned goods after any discounts have been applied, not on the total value of the original shopping cart.
We will email you the return instructions or a pre-prepared shipping label. If the shipping label needs to be printed, it must be attached to the parcel before taking it to the parcel locker.
Dondella’s free return option does not restrict your right to submit a withdrawal request within 14 days.
WHEN IS THE CUSTOMER RESPONSIBLE FOR RETURN SHIPPING COSTS?
The customer is responsible for return shipping costs if:
the amount actually paid for the returned goods is less than €50;
the return form is submitted more than three calendar days after receiving the parcel, but still within the 14-day withdrawal period, including purchases over €50;
the customer chooses a return method other than the one specified in Dondella’s instructions.
Returns from outside Estonia are at the customer’s expense.
If you return the product using a delivery company of your own choice, we recommend using a tracked shipping service and keeping proof of shipment until the return has been completed.
FREQUENTLY ASKED QUESTIONS
What condition must the returned product be in?
You may try the product only to the extent necessary to determine its nature, characteristics and suitability — in the same way as you would in a physical store.
Please return the product: clean and carefully handled; without signs of wear, use or damage; with all parts and accessories originally supplied with the product; in its original packaging where possible.
Jewellery may be tried on briefly to check its suitability, but it must not be worn for an extended period or used in a way that leaves signs of wear, cosmetics, perfume, moisture or other use.
If the product has been used more than would normally be permitted when checking its suitability in a physical store, or if the product has been damaged, Dondella may reduce the refund to reflect the reduction in the product’s value. We will notify you before issuing the refund if this applies.
The absence of the original packaging does not automatically prevent a return, but we ask that you keep the packaging where possible and return it together with the product.
When will I receive my refund?
Refunds are generally issued using the same payment method that was used to pay for the order.
We will refund the amount paid as soon as possible and no later than 14 days after receiving your withdrawal request.
Dondella may withhold the refund until we have received the returned product or until you have provided proof that the product has been sent back, whichever occurs first.
If, after receiving the returned product, we determine that it has been used more than necessary to establish its nature, characteristics and suitability, Dondella may request compensation for the resulting reduction in the product’s value.
The time it takes for the refund to reach your account may depend on the payment method and bank used.
Can I return a discounted product?
Yes. Discounted products are covered by the same 14-day right of withdrawal as full-priced products.
Eligibility for free returns is based on the amount actually paid for the product after the discount has been applied.
Can I return a product I received as a gift?
Yes. To return a product received as a gift, complete the return form and, if possible, provide the original order number or the purchaser’s details.
The refund will be issued to the original purchaser and generally using the same payment method that was used to pay for the order.
The refund cannot be transferred separately to the gift recipient. The gift recipient may choose to exchange the product instead of returning it.
IS THE PRODUCT WRONG, DAMAGED OR DEFECTIVE?
If you received a product different from the one you ordered, a product damaged during delivery or a product with a possible manufacturing defect, please do not return it as a standard return.
Stop using the product and send us: your order number; a brief description of the issue; a photo of the entire product; a close-up photo of the damaged or defective area; photos of the packaging if the damage occurred during delivery.
Dondella will cover the costs associated with returning a wrong, damaged or defective product.
NEED HELP?
If you are unsure whether to choose a return, an exchange or submit a claim, please contact us.
Email: info@dondella.com
Phone: +372 525 2144
Customer service hours: Mon–Fri, 9.00–16.30