Shipping

Dondella ships orders throughout Europe as well as to countries outside the European Union.

Available delivery methods, shipping costs, free shipping thresholds and estimated delivery times depend on the destination country. The exact options will be displayed during checkout after you enter the delivery country and address.

When ordering from outside the European Union, customs duties, import taxes or other local charges may apply in the destination country. These charges are not included in the order price or Dondella’s shipping fees and are the responsibility of the recipient.

International delivery times may be extended due to customs clearance or delays involving the local delivery company.

If your destination country is not listed, the available delivery methods will be shown during checkout. You can also contact us for more information.

We begin preparing your order once the payment has reached Dondella OÜ’s bank account.

Orders paid for before 3:00 p.m. on a business day are generally dispatched the same day. For orders paid by bank transfer, preparation begins once the payment has been received in Dondella’s bank account.

Orders placed during weekends or public holidays will be processed on the next business day.

The estimated delivery time of 1–5 business days may be extended during promotional periods and holidays, due to exceptional weather conditions or delays caused by the delivery company.

If the dispatch of your order is significantly delayed, we will contact you.

Once your order has been prepared and handed over to the delivery company, we will send you an order status notification by email.

When your parcel has arrived or is ready for collection, you will receive a notification from the delivery company by SMS or email.

Please make sure that the phone number and email address entered during checkout are correct.

The parcel storage period depends on the delivery company. The exact final collection date will be stated in the SMS or email sent by the delivery company.

Please collect your parcel within the period indicated in the notification. If you are unable to collect it in time, contact the delivery company or Dondella customer service as soon as possible.

If the parcel is not collected within the storage period and is returned to Dondella, the shipping costs associated with returning the parcel to Dondella will be borne by the customer and deducted from the order refund.

If the customer would like the order to be sent again, the customer will be responsible for the cost of reshipping.

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

Please contact us as soon as possible:

Email: info@dondella.com
Phone: +372 525 2144

Once the parcel has been handed over to the delivery company, Dondella may no longer be able to change the parcel locker or delivery address. In some cases, changes may be possible directly through the delivery company.

In Estonia, orders are usually delivered within 1–5 business days.

If more than five business days have passed since you received the dispatch notification and you have not received a parcel arrival notification:

1. check your spam and Promotions folders;
2. check the delivery company’s tracking information, if a tracking number is available;
3. make sure the phone number and email address provided with your order were correct;
4. contact Dondella customer service.

Email us at info@dondella.com and include your name and order number. We will check the status and location of your shipment.

If the packaging is visibly damaged when you receive it, take photos of the package before opening it.

After opening the parcel, check the condition of the products as soon as possible. If a product is damaged or something is missing from the parcel, do not use the product or attempt to repair it yourself.

Please email the following information to info@dondella.com:

• your order number;
• a brief description of the issue;
• fa photo of the outer packaging;
• a photo of the inner packaging;
• a photo of the entire product;
• a close-up photo of the damaged area.

We will contact you and provide further instructions.