Shipping policy
🚚 Shipping & Returns
📦 Shipping
We do our very best to ship your order as quickly as possible. Orders for items that are in stock, placed on working days before 16:00, are shipped the same day, provided the PostNL Business Point is open. This point is closed on Saturdays and Sundays, so weekend orders are shipped on Monday.
Our shipments are handled by PostNL. In most cases your order is delivered the next working day between 09:00 and 18:00. Unfortunately, we cannot guarantee the exact delivery moment.
Would you like to adjust the delivery options? You can do this easily in the PostNL app, where you can:
- Change the delivery day
- Choose a specific time slot (where available)
- Select a PostNL pick-up point
Download the PostNL app and manage your parcel with ease.
💶 Shipping costs
Shipping is free in the Netherlands from €59.99 and in Belgium from €80. Below those amounts, the shipping costs are shown in the checkout before you pay.
🏠 Pick-up
Prefer to collect your order yourself? Choose pick-up at our warehouse in Weert in the checkout. Please contact us in advance so we can have your order ready for you.
🔄 Returns
Not satisfied? No problem. You have 30 days after receiving your order to register your return via your Donder account. After registering, drop your parcel off at a PostNL point within 72 hours.
Your first two return shipments are free — we arrange the shipping costs through our returns portal. If you return items more often, we look at it case by case. Did something go wrong on our side (wrong or damaged item)? Then returning is of course always free.
📌 Return conditions
- The item must be unworn, unwashed and undamaged.
- The original packaging must be intact.
- Outlet items, products from our Live Auction and gift cards cannot be returned or exchanged.
- We cannot process returns that were not registered in advance.
📩 How do you register a return?
- Go to your Donder account (email address + one-time code, no password needed) and select the order.
- State the reason and mention in the comment what you would like: money back, store credit or an exchange (for an exchange: size and/or colour).
- Your return is approved immediately. Within a few minutes you will receive an email with your personal link to the Donder returns portal, where you get your return barcode or label.
- Add a note or packing slip with your name or order number to the box and drop the parcel off at a PostNL point within 72 hours.
- You can read all the details on our Returns page.
💰 Refunds
As soon as we have received and inspected your return, we process your refund right away. Depending on your payment method, the amount will be in your account within 5-10 working days. Did you pay with Klarna? Then the amount is settled against your Klarna invoice.
Please note: did you have free shipping, and does your order drop below the free-shipping threshold because of the return? Then the original shipping costs will be deducted from your refund.
Important: Klarna is a separate service. For payment-related questions, please contact Klarna Customer Service directly.
♻️ Exchanging an item?
Would you like to exchange an item for a different size or colour? That's possible. Register your return via your account and state in the comment which size and/or colour you would like to receive. With a free return shipment we arrange the shipping costs; your new item usually ships the same day.
🚨 Wrong delivery address?
Oops! Did you accidentally enter a wrong delivery address? Contact us as soon as possible, so we can adjust your order before it is shipped.
💬 Questions?
Send us a message via the chat 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. ✨
