Frequently Asked Questions

Choose the product you would like to purchase, add it to your shopping cart and proceed to checkout. Enter your contact and delivery details, choose a suitable delivery and payment method, and confirm your order.

Once your order has been successfully placed, an order confirmation will be sent to your email address.

Read more: Ordering and Payment

In the Dondella online store, you can pay using bank links, Visa and Mastercard, Apple Pay, Google Pay and other payment methods displayed during checkout.

All payment methods available to you will be shown when you place your order.

Read more: Ordering and Payment

Check that the code has been entered correctly and review its validity period and campaign terms. Some discount codes apply only to full-priced products, selected categories or orders above a certain value.

If the conditions are met but the code still does not work, please contact us before paying for your order.

First, check your spam and Promotions folders and make sure you entered the correct email address.

If the payment has been debited from your account but you have not received an order confirmation, please do not place another order immediately. Contact us and, if possible, include your payment details.

If your order has not yet been prepared or handed over to the delivery company, we will try to make the requested change.

Please contact us as soon as possible at info@dondella.com or by phone on +372 525 2144.

Yes. If you would like the invoice to be issued to a company, add the company name, registration number, address and, if applicable, VAT number in the order notes field during checkout.

In Estonia, orders are usually delivered within 1–5 business days. Delivery times to other countries depend on the delivery method and destination country.

Orders paid for before 3:00 p.m. on a business day are generally dispatched the same day. During promotional periods and holidays, order processing may take slightly longer than usual.

Read more: Shipping

Once your order has been handed over to the delivery company, we will send you a dispatch notification by email.

For parcel locker and courier deliveries, the delivery company will usually also send an SMS or email containing tracking information and collection or delivery instructions.

Read more: Shipping

In Estonia, parcel locker delivery is free for orders of €50 or more.For other countries, free shipping conditions depend on the delivery method and destination country.

Exact delivery methods, prices and free shipping conditions are displayed during checkout and on our Shipping page.

Yes. Orders can be collected free of charge from the Dondella showroom at Turu 47/2, Tartu.

Select “Dondella Showroom” as the delivery method during checkout. Please collect your order only after you have received an email confirming that it is ready.

Yes. We ship orders to many European countries and other destinations worldwide.

Shipping costs, free shipping thresholds and delivery times depend on the destination country.

See detailed prices and delivery times: Shipping

Yes. Consumers purchasing as private individuals have the right to withdraw from an online purchase without giving a reason within 14 days of receiving the product.
To make a return, first complete the Dondella return form and follow the instructions we send you.

Read more: Exchanges and Returns

Within Estonia, Dondella covers the return shipping cost if the amount actually paid for the returned goods is at least €50 and the return form is submitted no later than three calendar days after receiving the parcel.

Products can be returned free of charge to the Dondella showroom regardless of their price.

Returns from other countries are at the customer’s expense.

See the full conditions: Exchanges and Returns

Yes. You must notify us that you wish to exchange a product within 14 days of receiving it.

Within Estonia, a product with an amount actually paid of at least €40 can be exchanged once at Dondella’s expense.

If the amount actually paid for the product is less than €40, the customer returns the product to Dondella at their own expense and Dondella sends the replacement product to the customer at Dondella’s expense.

For orders outside Estonia, exchange-related shipping costs are paid by the customer.

Read more: Exchanges and Returns

Yes. Discounted products are covered by the same 14-day right of withdrawal as full-priced products.

Eligibility for free returns or exchanges is based on the amount actually paid for the product after any discounts have been applied.

We will issue the refund 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.

 

The easiest method is to measure the inside diameter of a ring that already fits you well and compare the measurement with the Dondella size chart.

If you do not have a suitable ring to measure, you can measure the circumference of your finger using a soft measuring tape or a printable ring sizer.

See the instructions and size chart: Ring Size Guide

If your measurement falls between two sizes, we generally recommend choosing the larger size.

Also consider the width of the ring. A wider ring may feel tighter on the finger than a narrow ring in the same size.

The most reliable method is to measure a ring that the recipient already wears on the same finger and hand.

Measure the ring’s inside diameter in millimetres and compare it with the Dondella size chart.

Read more: Ring Size Guide

Dondella silver jewellery is made from 925 sterling silver and coated with a thin layer of rhodium unless the product is described as gold-plated or rose gold-plated.

Rhodium gives jewellery a bright, even finish and helps slow down the natural tarnishing of silver. The coating may gradually wear over time due to regular use and friction.

Read more: Jewellery Materials

Gold-plated Dondella silver jewellery is made from 925 sterling silver with a layer of gold applied to its surface. It is not solid gold jewellery.

The durability of the plating is affected by how often the jewellery is worn, as well as by friction, moisture, perspiration and cosmetic products.

When a Dondella product description lists “Crystal” as a material, the product features high-quality crystal selected for its clarity, light reflection and beautiful sparkle.

Crystals are used in both Dondella jewellery and many of our hair accessories.

This depends on the specific material and each person’s individual sensitivity.

If you have a known metal allergy or very sensitive skin, please check the material information provided with the product before purchasing, or send us a link to the product. We will be happy to check its materials for you.

Read more: Jewellery Materials

This depends on the material of the jewellery.

We recommend removing 925 silver and gold-plated jewellery, as well as jewellery featuring stones, pearls or glued details, before showering, swimming, using a sauna or exercising.

Waterproof Chadoré stainless steel jewellery is suitable for more active everyday wear. Always follow the care instructions provided with the specific product.

Read more: Jewellery Care

Store jewellery in a clean, dry place and, where possible, keep individual pieces separate from one another.

Put your jewellery on after applying perfume and cosmetic products, and wipe it with a soft, dry cloth after wearing.

The bathroom is not the best place to store jewellery because humidity levels are usually high.

See the full guide: Jewellery Care

It is a natural characteristic of 925 sterling silver to oxidise and darken over time. This process may be accelerated by humidity, perspiration, skin pH, perfume, cosmetic products and chemicals.

Tarnishing does not automatically mean that the jewellery is of poor quality.

Proper cleaning can generally restore the shine of silver.

Stop wearing the jewellery immediately. Do not try to glue the stone yourself or bend its setting.

Email service@dondella.com with a photo of the entire piece of jewellery, a close-up photo of the problem and your purchase information. We will review the case and provide further instructions.

No. A loose or missing stone does not automatically qualify for a free repair.

Each case is assessed individually, taking into account the age and condition of the jewellery, how it has been used and cared for, and the possible cause of the damage.

If the assessment shows that the loose stone is related to a manufacturing, material or workmanship defect, Dondella will handle the case in accordance with the applicable terms.

Damage caused by impact, dropping, bending, excessive friction or normal wear and tear is generally not covered by free repair.

Read more: Repairs and Claims

In many cases, yes.

If the damage is not caused by a manufacturing defect, it may still be possible to repair the jewellery for a fee. Depending on the design, for example, a stone may be replaced or certain settings may be repaired.

The availability and cost of a repair depend on the product, the type of damage and the availability of the required spare parts. We will confirm the exact price before starting the repair.

For products ordered outside Estonia, it may be more practical to have the stone replaced by a local jeweller in your country.

Read more: Repairs and Claims

Enter the code shown on your gift card in the “Discount code” field in the shopping cart and apply it before paying for your order.

If the order total exceeds the remaining balance on the gift card, you can pay the difference using one of the payment methods available during checkout.

Read more: Ordering and Payment

A Dondella Gift Card is generally valid for 12 months from the date of purchase. The exact expiry date is shown on the gift card.

No. You do not have to use the full value of the gift card on a single order.

If the order total is lower than the remaining gift card balance, the unused amount will remain on the gift card and can be used towards a future order.

You can check your gift card balance here.

The product page will state whether a gift box is included in the product price.

If a box is not included, you can add a suitable Dondella jewellery or hair accessory gift box to your shopping cart separately.