Return

🔄 The Donder Returns Adventure ☁️

Welcome to Donder’s return adventure! 🌟 Do you need to exchange, return, or swap an item for a different size? No worries! We’ll guide you through the process step by step. Get ready for a smooth and easy returns journey! 🚀

🏁 Step One: Logging Into Your Donder Account

To request a return, you’ll need to log into your Donder account. Don’t worry if you don’t remember your password – you don’t need one! Just follow these simple steps:

📌 Click this link to go directly to your account: Donder Account
💻 On a computer? Click on the little person icon at the top right of our website.
📱 On mobile? Scroll down and tap "My Account" in the footer or open the menu (three lines in the top right) and select "My Account" at the bottom.
Enter the email address you used when placing your order and click "Continue".
You’ll receive a one-time code via email. Enter this code and – voilà! You’re in. 🔑

🎥 Video: How to Log In

A video showing how to log in will be added here soon! 📹

📦 Requesting a Return – Step by Step

Once you're in your account, follow these steps:

Click on "Orders" (this usually opens automatically after logging in).
On mobile? Tap the three lines in the top left and select "Orders".
You’ll see all your orders and products linked to your email address.
Click on the item you want to return or choose "Request Return" directly below it.
Select a reason and add a comment (for example, if you want an exchange, store credit, or a refund).
You’ll immediately see the refund amount. ⚠️ Keep in mind that if you qualified for bundle discounts, free shipping, or a gift before returning an item, you might lose eligibility after the return. The refund will be adjusted accordingly.
Also include the return reason and what you’d like (exchange, store credit, or refund) in your return package.

📧 Confirmation & Shipping

After submitting your return request:

📩 You’ll receive a confirmation email about your return request.
📲 In your account, you’ll see the return approval – you’ll also receive an email confirmation.
📦 Pack your return securely and include a reference, such as your name or order number, along with what you want us to do (exchange, store credit, or refund).
📮 Ship your return to us and use customercare@donder.com as the Track & Trace email (if possible).
✅ Once we receive and inspect your return, we’ll process it according to your request.

⏳ How Long Does a Refund Take?

We process your refund immediately once we receive and approve your return. 🎉
Depending on your payment method, it may take 5-10 business days for the amount to appear in your account.
If you paid via Klarna, the amount will automatically be adjusted on your Klarna invoice. If you’ve already paid, Klarna will handle the refund.
Opted for an exchange? We usually ship your new item the same day! 🚀

📜 Return Conditions

To be eligible for a return, your item must meet the following conditions:

The item must be in its original condition and packaging.
It must not be worn, washed, or damaged.
Items from the Outlet or Live Auction cannot be returned.
Shipping costs and any lost bundle discounts will be deducted from your refund.

📍 Return Address

Donder®
Truyenhoekweg 1
6004 PV, Weert
Nederland

💌 Questions?

Need help with your return? Send us a message via the chat bubble at the bottom of the page or email us at customercare@donder.com. We usually reply within a few hours and always within 24 hours. ✨

🎉 Thanks for shopping with Donder – we’ll make sure your return process is smooth and hassle-free! ☁️