Shipping and returns Donkidshop

Do you have any comments or questions regarding shipments and returns? Do you want to request a product not present in our catalog?

Contact Us!

Customer care:

e-mail: info@donkidshop.com

Our address:

Donkid S.r.l.

Via Bonfadina 73

25046 Cazzago San Martino (BS)

VAT: IT03983300983

Shipping

Costs and couriers

Shipping in Europe is free for order over 24,95€. For orders less than 24,95€ will be applied a shipping cost of 9,95€, the courier used is Fed Ex Express Courier. You can always be informed of the status of your shipment through the link you will receive in the order confirmation email or in “My orders” page in your personal Donkidshop account. Shipments and deliveries are made only on working days, from Monday to Friday. * Warning: Some heavy or bulky products have a specific shipping cost indicated on the product page.

Shipping times

Orders received, normally will be shipped in 1 working day after order confirmation. You will receive your package within 5 working day after shipping in the absence of unforeseeable setbacks.

How to schedule reception

If you are afraid of not being at home for delivery, when you receive the notification by mail from the courier, open the link to their site and access via the shipping number that you find on the email. On their portal you can view the delivery time slot

Shipping to an address other than the billing address

Delivery will always be made to the address provided at the time of purchase. In case you think you will not at home during the delivery time, you can conveniently indicate the address of the workplace or that of a neighbor.

In the same way you can indicate the address of the place where you are on vacation (including hotel) or the address of a relative or friend and the product will comfortably arrive at the address you provided.

When you proceed with the purchase you can safely choose to ship to the billing address or to a different shipping address: After insert billing data, click the “

Procedure in case of failed delivery attempt due to absence of the receiver

If no one is available to receive the delivery of the shipment, the courier will leave the notification of his passage and the information relating to the next delivery attempt. In this case, we suggest you to contact courier for agee your delivery.

Courier usually delivers from 9.00 to 12.00 and from 14.00 to 17.00, from Monday to Friday.

Check the order progress

When the goods will be committed to the courier you will receive an e-mail from noreply@donkidshop.com with the shipping confirmation of the order. If you can’t find it, try checking in the “Spam” folder.

Within 24 hours from order confirmation you will receive an e-mail directly from the courier with the shipping number that can be used to check online the delivery status of your package on the courier’s website.

Order not received

If you don’t receive your order within 15 days of shipping confirmation, we suggest you to contact our customer service by e-mail to support@donkidshop.com – Our team will help you solving your problem.


Returns

We trust that you will always be satisfied with your purchases on Donkid.it, but if you want to return an item and get refunded, it has the possibility to do so. Donkid ensures you are always “satisfied or refunded” in compliance with the Right of Withdrawal.

The returned products must be new, never used, intact, with the labels intact and as far as possible in the original packaging (plastic or cardboard sachet with label and code).

Before making the return, you must send a request via the personal page on your account or (if you do not have an account) by sending an email to the address support@donkidshop.com to be authorized by Donkidshop who will have to consider your request. Unauthorized returns will not be accepted.

 

Return acceptance times

The return request must be received only within 14 days of receipt of the product. In addition, any shipping costs incurred at the time of the order will not be refundable. In this case, only the value of the returned goods will be refunded.

Return costs

The charge of transport costs incurred by the subjects to return the goods is charged to the customer.

You will have the opportunity to request Donkid S.r.l. to organize the transport of the goods through their own agreed courier. In this case, the return costs will be as follows:

 

WEIGHT COST
From 0 to 15 kg € 14,90
From 16 to 30 kg € 29,90

 

 

 

The cost of transport costs incurred will be deducted from the refunded amount. Any refund will be made using the payment method chosen when placing the order. If the payment was made by cash on delivery, you will need to provide the bank details on which to make the refund.

Our customer service will provide you with the Waybill to be printed and applied to the sealed package containing the returned goods. You can then, with the waybill in your possession, deliver the package to any post office or post office. The one closest to your home will do just fine!

If you wish to make an authorized return with a courier other than the one proposed by Donkid S.r.l. however, you will have to bear the relative expenses. In this case, the goods must be sent to the following address:

Donkid S.r.l. – Via Bonfadina 73, 25046 Cazzago San Martino (BS)

 

How to request a return

  • Log into your account and go to your private area
  • Select the product you want to return in the “my orders” section and choose the “return” option for purchased products that you want to return. You will need to indicate the reason for the return (too big, too small, wrong order, defective goods, etc.)

After sending the return request

  • Our Customer Service will review your request and will send you a return authorization email containing the waybill with which you can make the return.
  • You will place the product/s in its original packaging (including tags, labels, instruction leaflets, etc.) in a box or postal envelope (even the one in which the goods were sent to you). Make sure that the packaging is properly sealed.
  • A collection will be scheduled at your address and you will have to give the package to the courier
  • When the return arrives at our warehouse, we will check that the returned products are new, never used, undamaged, with the labels intact and as far as possible in the original packaging (plastic bag with label and code).
  • Within 7 working days of receiving your return we will send you an e-mail confirming receipt including a refund notification.

Mind out there!

Please take special care in handling purchased items as we can refund new (unused) items that have been treated with particular care and are not altered such as:

  • Lack or alteration of the original packaging and packaging
  • Removal of the tags attached to the items
  • Changes or interventions of any kind to the article
  • Washing or alteration of the garment

For products packaged in boxes (for example toys, puzzles), please be careful when opening the package so as not to damage it.

If you have any questions regarding exchanges and returns do not hesitate to contact our customer service at info@donkidshop.com