How can I help you?

Do you have questions about your order, the dipping products or the application? Here you can quickly and easily find the answers to many frequently asked questions.

How can I help you?

Do you have questions about your order, the dipping products or the application? Here you can quickly and easily find the answers to many frequently asked questions.

Return, Exchange & Guarantee

Return

The return period is 14 days from the day on which you or a third party named by you, who is not the shipping company, first took possession of the goods. You can cancel the contract within this period without stating any reasons.

If the parcel is still in transit, you can refuse it at the time of delivery at the door (or online via the shipping service provider). If you refuse to accept it, the parcel will be returned to us directly and free of charge. If you accept it, you can arrange a return via our returns portal:
https://doonails.typeform.com/to/HxSo1MkN

NEW: The 30-day warranty applies to all orders from September 1, 2023 to November 30, 2023 For all orders from December 1, 2023, we have extended the warranty from 30 to 45 days.
Click here for the exact terms of the warranty:

https://eu.doonails.com/pages/garantie

The direct costs for the return shipment are to be covered by yourself and cannot be borne by us.

If the delivered items are not in good condition in any way, you can of course return them to us free of charge - the same applies if you have received the wrong item.

For all inquiries about returns & complaints, you can contact us via our returns portal:

https://doonails.typeform.com/to/HxSo1MkN

Due to hygiene and cleanliness regulations, it is unfortunately not possible to return opened products.

Unfortunately, we cannot take back these items and cannot refund the amount paid.

NEW: For all orders from September 1, 2023 to November 30, 2023, the 30-day guarantee applies. For all orders from December 1, 2023, we have extended the guarantee from 30 to 45 days.

Click here for the exact terms of the guarantee:


https://doonails.typeform.com/to/HxSo1MkN

You can return your order to us within 14 days without stating a reason. If you would like to return your order, please contact us via our returns portal.

https://doonails.typeform.com/to/HxSo1MkN

Please note that we cannot accept returns for products that have been opened. If your product has a defect in quality, please also contact us via our returns portal.

NEW: 
The 30-day guarantee applies to all orders from September 1, 2023 to November 30, 2023 For all orders from December 1, 2023, we have extended the warranty from 30 to 45 days.

Click here for the exact terms of the warranty

https://eu.doonails.com/pages/garantie

As soon as we have received your return, it will be checked and processed by us. Please allow us some time to confirm your return. Once it has been processed, the refund will be made in the following days to the payment method you used to place the order.

The purchase amount will be credited depending on the payment method:


Credit card
The credit will be credited back to the credit card account we have debited. You can view the chargeback on your next credit card statement. It is possible that the date of the chargeback is the same as the date of payment.

PayPal
The amount will be credited to the PayPal account you used. You can decide for yourself whether the amount is deposited in your PayPal account or credited back to your bank account.

Gift voucher
The refund will be credited to your originally selected gift card. A cash payment of the balance is not possible. If you have combined the gift voucher with another payment method, we will offset the value of the voucher against the items you keep. We will refund the additional amount paid according to your chosen payment method.

Klarna invoice or instant purchase
Your refund will be forwarded to Klarna and processed via your chosen payment method.

If it takes more than 14 days for your refund or you need support, please contact our Customer Care Team, stating your order number and the items concerned.

After we have carefully checked your return, you will receive a confirmation of arrival from us. The refund will then be made in the following days to the payment method you used to place the order.

We are sorry that you are not 100% satisfied with your Doonails order.

If a delivered item is not acceptable in any way or if you have received the wrong products / an incomplete delivery, please contact us via our returns portal:

https://doonails.typeform.com/to/HxSo1MkN

We do not offer exchanges in the true sense of the word.

If you have changed your mind and would rather buy something else instead of the products you received, you can simply return your order to us. You must bear the costs of the return shipment. As soon as we have received the products, we can refund the amount to your original means of payment.

You can then place a new order for your desired products.

For a return, please contact us via our returns portal:

https://doonails.typeform.com/to/HxSo1MkN

If you have received an incomplete or damaged delivery, please contact us directly via our returns portal to make a complaint.

https://doonails.typeform.com/to/HxSo1MkN

Please contact us directly via our returns portal for all inquiries about returns & complaints: https://doonails.typeform.com/to/HxSo1MkN

We can assure you that we only send new products.

It sometimes happens that even with new colours, the seal does not always adhere correctly to the powder jar, as some powder can get between the adhesive and the seal during sealing and thus impair adhesion. As the seals are made of paper, they detach more easily from the edge. The detached seal is then usually found in the lid of the powder.

However, if there are any problems or signs of use, please contact us directly via our returns portal to make a complaint:

https://doonails.typeform.com/to/HxSo1MkN

We apologise if your order has been cancelled by us. Sometimes an item is already sold out but is still shown as available in the shop. Especially if an item is particularly popular, it may have been sold out shortly before you finalised your order. In very rare cases, our system may not be able to update this in time, meaning that the order must then be cancelled.

We are sorry if your desired item is out of stock. In this case, you can set up an availability notification on the product page.

Will I be charged the purchase amount in the event of a cancellation?
Of course, you do not have to pay for items that have been cancelled. The amount will be refunded directly.

Guarantee

Your satisfaction is very important to us. We are proud of the quality of our products and we are convinced that you will love them too.

That's why we offer a 45-day money-back guarantee. If for any reason you are not satisfied with your purchase from us, you can return the items within 45 days of receiving them.

Once we have received and inspected your return in our warehouse, we will refund you the full purchase price. To initiate a return, simply click on the link below and fill out the form:

https://doonails.typeform.com/to/HxSo1MkN


You will then receive all the necessary information for the return shipment. If you are not satisfied with anything, please let us know so that we have the opportunity to solve the problem. Our goal is for you to be completely satisfied with your Doonails experience.

Please note that you will be responsible for the return shipping costs.

All orders from September 1, 2023 to November 30, 2023 are covered by the 30-day warranty. For all orders from December 1, 2023, we have extended the warranty from 30 to 45 days.

We look forward to welcoming you to Doonails and providing you with the best nail experience possible ❤️

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