Order
General
As long as your order has not yet been processed, we can still change and adapt your delivery address.
Please use the contact form to contact our customer service with the subject ‘Change’. You will then receive feedback from us as to whether we have been able to change the address.
Please enter your order number / name directly to speed up the process.
Your Doonails order is transferred directly to our merchandise management system once the payment process has been completed and can therefore no longer be changed for the most part. We therefore cannot change any colours or sets for you.
Only a full or partial cancellation as well as a change of billing/delivery address are possible - depending on the shipping status - please use the corresponding contact reason in the contact form, then we can sort this directly and process it as quickly as possible.
If an order is already in the packing or shipping process, it can no longer be changed, and unfortunately we can no longer make any cancellations or address changes.
If you no longer want the products or order, please do not accept the order on delivery, it will be automatically returned to us and you will then receive a refund to the payment method you used.
Please contact our customer support.
Your e-mail address may not have been correct or there may have been connection problems during the order process.
From time to time the order confirmations also end up in the spam folder.
Please also note that it can take up to 24 hours for the confirmation to reach you.
If there is nothing there and you have not received the confirmation after 24 hours, you are welcome to contact our Customer Care Team and we will send you the confirmation again.
Guest order
If you order as a guest, you will receive an order confirmation by e-mail after placing your order. This will list all the items you have ordered. Unfortunately, it is not possible to view this directly on our homepage. If you have made a mistake with your e-mail address, our Customer Care Team will of course be happy to help!
Customer account
As soon as you have logged in and placed an order, you will of course receive an order confirmation by e-mail.
You can also find your complete order history in your customer account under ‘My orders’.
Not logged in
If you have placed an order without being logged into your customer account, these will be handled in the same way as guest orders.
PayPal Express is a way to place an order with Doonails without detours. If you select PayPal Express as the payment method for your order in the Doonails online shop, the address used for the PayPal account will be used to create the order.
If the address used for PayPal is different from the address you normally use for orders at Doonails, then these orders will also be in a different customer account and you will also receive the order confirmation and dispatch notifications to your PayPal email address.
The same applies to Apple Pay (or Google Pay) - we use your Apple Pay (or Google Pay) email address for all communication.
Still unanswered questions?
Your question was not included and you still need our help? Our Customer Happiness Team will be happy to answer all your questions personally!
