Returns

🔄 The Great Donder Returns Adventure ☁️

Welcome to the Donder returns adventure! 🌟 Got an item you'd like to exchange, return or swap for a different size? No worries — we'll walk you through the process step by step. And the best part? Your first two return shipments are completely free — we cover the shipping costs for you! 🚀

✨ Returns policy

At Donder you can return your order within 30 days, as long as the items meet the return conditions (see below).

• 🎁 Your first two return shipments are free — we arrange the shipping costs through our returns portal. Returning items more often? Then we'll look at it case by case. Did something go wrong on our end? Then your return is always free, of course.
• 📦 No fuss with paying for labels or claiming money back afterwards — with a free return shipment it's €0 for you, right away.
• 🔁 You choose how we sort it out: a refund, store credit (available on your Donder account as soon as we've processed your return) or an exchange for a different size or colour.

By "return shipment" we mean one parcel sent back to us — no matter how many items are inside.

🏁 Getting started: how do you access your Donder account?

To request a return, start in your Donder account. Don't panic if you don't know your password — you don't need one! Just follow these simple steps:

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

📦 Requesting a return — step by step

Once you're in your account, here's what to do:

• Click "Orders" (this usually opens automatically after logging in).
• On mobile? Tap the three lines at the top left and select "Orders".
• Open the order and choose "Request a return".
• Tick the items you're sending back and choose the reason.
• Then choose how we sort it out: a refund, store credit or an exchange — if you choose an exchange, you pick your new size right away.
• 💬 Prefer to do it together? When you're logged in on donder.com, our little cloud (the chat at the bottom right) can handle your entire return with you — finding your order, making your choices and submitting it, all within the conversation.

📧 Confirmation & creating your return label

After you've requested your return, everything happens automatically:

• ⚡ Your return is approved instantly — no waiting.
• 📩 Within a few minutes you'll receive an email with a link to our returns portal.
• 🔗 Click the button in the email — that's your personal link to the Donder returns portal.
• 📝 Enter your Track & Trace and postcode (you'll find both in the email).
• 📮 You'll receive your return barcode straight away — drop the parcel off at a PostNL point within 72 hours.
• 📦 Important: put a note or packing slip in the box with your name or order number — you already told us your choice (refund, store credit or exchange) when you requested the return. Without something to identify you, we can't match your return to your order.
• ✅ As soon as we receive your return, we'll process it straight away.

💰 What do you get back?

When you return items, you get the full amount of the returned items back. With a free return shipment we cover the shipping costs entirely — nothing to pay upfront and nothing to claim back afterwards. 💚

Chose store credit? Then the amount is on your Donder account as soon as we've processed your return, ready to spend at checkout.

Please note: did your original order ship for free, and does your return take it below the free-shipping threshold? Then the original shipping costs will be deducted from your refund.

⏳ How long does a refund take?

• We process your refund immediately once we've received and approved your return. 🎉
• Depending on your payment method, it can take 5–10 working days before the amount shows up in your account.
• Paid with Klarna? The amount is settled directly against your outstanding invoice. Already paid? Then Klarna takes care of the refund.
• Chose store credit? It's on your account as soon as your return is processed — no waiting.
• Chose an exchange? We usually ship your new item the very same day! 🚀

📜 Return conditions

For us to accept your return, the product must meet these conditions:

• The item must be in its original condition and packaging.
• It must not be worn, washed or damaged.
• Outlet and Live Auction items cannot be returned.
• Discounted (sale) items can be returned — you'll receive the value as store credit on your account.
• Gift cards are excluded from returns.

⚠️ Items that don't meet the conditions above? Then we can't give a full refund. We'll get in touch to discuss what's possible (a partial refund, store credit, or sending the items back to you — shipping costs at your expense).

📍 Return address

Donder®
Truyenhoekweg 1
6004 PV, Weert
The Netherlands

💌 Questions?

Any questions about your return? Ask us directly in the chat at the bottom right of the page, or email us at customercare@donder.com. We usually reply within a few hours and aim to get back to you within 24 hours at the latest. ✨

🎉 Thank you for trusting Donder — we'll make sure everything goes smoothly! ☁️