Return

🔄 The Great Donder Return Adventure ☁️

Welcome to Donder's return adventure! 🌟 Do you have an item you'd like to exchange, return, or swap for a different size? No worries, we'll guide you step-by-step through the process. Get ready for a smooth journey through the world of returns! 🚀

🏁 The Start: How to access your Donder account?

To request a return, begin in your Donder account. Don't panic if you don't know your password – you don't even need one! Simply follow these easy steps:

  • 📌 Click this link to go directly to your account: Donder Account
  • 💻 On a computer? Click the person icon in the top right of the webshop.
  • 📱 On a mobile device? Scroll all the way down and tap "My Account" or open the menu (the three lines in the top right) and choose "My Account" at the bottom.
  • Enter your email address (use the same address you used to place the order) and click "Continue".
  • You'll immediately receive a one-time code in your email. Enter this code and voilà – you're in! 🔑

🎥 Video: How to log in?

We'll soon add a helpful video here showing you how to log into your Donder account! 📹

📦 Requesting a Return – Step by Step

Now that you're in your account, proceed as follows:

  • Click on "Orders" (this usually opens automatically after logging in).
  • On mobile? Tap the three lines in the top left and select "Orders".
  • Here you'll see all your orders with products linked to your email address.
  • Click on the product you wish to return or directly choose "Request Return".
  • Select a reason and add a comment (for example, if you want to exchange, receive store credit, or a refund).
  • You'll immediately see the amount of the items you are returning. ⚠️ Please note that if you were entitled to bundle discounts, free shipping, or a gift before returning, you might no longer be entitled to these after the return. This will then be settled with the return.
  • Also, include the return reason and what you want to do with it (exchange, credit, or refund) in your return package.

📧 Confirmation & Shipping

After you have requested your return:

  • 📩 You will receive a confirmation email for your return request.
  • 📲 In your account, you can see that your return has been approved – you will also receive an email about this.
  • 📦 Neatly pack your return and add an identifier, such as your name or order number, AND what you want us to do with the return (exchange, credit, or refund).
  • 📮 Send your package to us and use customercare@donder.com as the Track & Trace email address (if possible).
  • ✅ As soon as we have received and checked your return, we will process it immediately as indicated in your return request.

⏳ How long does a refund take?

  • We process your refund immediately as soon as we have received and approved your return. 🎉
  • Depending on the payment method, it may take 5-10 business days for the amount to appear in your account.
  • For payments via Klarna, the amount is immediately settled with your outstanding invoice. Have you already paid? Then Klarna will arrange the refund.
  • Chosen an exchange? We usually ship your new item the same day! 🚀

📜 Return Conditions

For your return to be accepted, the product must meet these conditions:

  • The item must be in its original condition and packaging.
  • It must not have been worn, washed, or damaged.
  • Outlet and Live Auction items cannot be returned.
  • Upon refund, shipping costs and any lost volume discounts will be settled.

📍 Return Address

Donder®
Truyenhoekweg 1
6004 PV, Weert
Netherlands

💌 Questions?

Do you have any further questions about your return? Send us a message via the contact bubble at the bottom of the page or email us at customercare@donder.com. We usually respond within a few hours and aim to reply within 24 hours at the latest. ✨

🎉 Thank you for trusting Donder – we'll make sure everything runs smoothly! ☁️