Return & Refund
Return
The cancellation period is 14 days from the day on which you or a third party named by you, who is not the carrier, first took possession of the goods. You can cancel the contract within this period without giving any reason.
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 the parcel, it will be returned to us directly and free of charge. If you accept it, you can arrange a return via our returns portal:
The costs for the return shipment must be borne by you and unfortunately cannot be covered by us.
If the delivered items are faulty or damaged, please send us a photo of your order so that we can quickly arrange a subsequent delivery. Please contact our support team.
For reasons of hygiene and purity, it is unfortunately not possible to cancel or return opened products.
We regret that we cannot take back these items and cannot refund the amount paid.
NEW: The 30-day guarantee applies to all orders. Click here for the exact terms of the guarantee:
You can return your order to us within 14 days without giving any reason. If you would like to return your order, please contact us via our returns portal.
As soon as we have received your return, it will be checked and processed by us. Please give 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 is credited depending on the payment method:
Credit Card
The credit will be returned to the credit card account we have debited. You can view the chargeback on your next credit card statement. It may happen 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 use. 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 made as a credit to your originally selected gift card. Cash payment of the credit 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 the other payment method you selected.
Klarna invoice or instant purchase
We will forward your refund to Klarna and arrange it via your chosen payment method.
If you are waiting longer than 14 days for your refund or 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 returns receipt confirmation from us. The refund will then be made in the following days to the payment method you used for the order.
We are sorry that you are not 100% satisfied with your Doonails order.
If a delivered item is not in order in any way or if you have received the wrong
products / an incomplete delivery, please contact our Customer Care Team via our contact form.
We do not offer an exchange 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 will be responsible for the cost of the return. As soon as we have received the products, we can refund the amount to your original payment method.
You can then place a new order for your desired products.
For a return, please contact us via our returns portal:
If you have received an incomplete or damaged delivery, please contact us via our contact form.
Please contact our Customer Care Team directly via our contact form for all enquiries regarding incorrectly received items.
We can assure you that we only send new goods.
Sometimes it 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.
If there are still problems or signs of use, please contact us directly via our contact form.
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 any items that have been cancelled. The amount will be refunded directly.
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 30-day money-back guarantee. If for any reason you are not satisfied with your purchase from us, you can return the items within 30 days of receiving them.
Once we have received and inspected your return in our warehouse, we will refund the full purchase price. To arrange a return, simply click on the link below and fill in the form:
https://.doonails.com/pages/garantie
You will then receive all the necessary information for the return shipment. If you are not satisfied with something, 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 cost of return shipping.
We look forward to welcoming you to Doonails and providing you with the best nail experience possible ❤️
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!
