Return & Refund
Return
As long as your package hasn’t been shipped yet, you can cancel your order.
Just contact our Customer Care Team as quickly as possible.
If the package is already being processed or on its way, you can simply refuse the delivery – it will automatically be returned to us, and you’ll get your money back.
We want you to try our products risk-free.
That’s why all orders are covered by our 30-day money-back guarantee – even opened products.
If you’re not happy within 30 days of receiving your order, you can submit it through our returns portal: Go to the guarantee page: https://us.doonails.com/pages/garantie
Once your request reaches us, our support team will check and confirm it. Then you can send your package to our warehouse.
When your return arrives and is checked, our team will process the refund using the method you chose in the portal – either back to your original payment method or as store credit.
You’ll get an email once the refund is completed.
Your statutory 14-day withdrawal right also applies for unused products.
Discounted items in the outlet, Advent calendar, and Mystery Box products are excluded from our money-back guarantee. In these cases, returns are only possible within the statutory withdrawal period if the items are unused and in their original packaging.
1. Open our guarantee page and click on our returns portal. -https://us.doonails.com/pages/garantie
2. Enter your order number and email address.
3. Select the reason for your return.
4. Choose whether to purchase a return label through us or arrange the shipping yourself.
5. Pack the products securely and send them to the address provided in the portal.
Once your return is received, you’ll automatically get a confirmation email.
Processing can take up to 14 business days after we receive your return.
In rare cases, a product can sell out even though it still showed as available in the shop.
If that happens, your order will be canceled automatically and you’ll get a refund immediately.
Tip: Sign up for the availability notification on the product page to be informed as soon as the item is back in stock.
You can return your order to us within 14 days without stating a reason. If you would like to return your order, please contact us via our returns portal.
Yes, return shipping costs are on you.
In the returns portal, depending on your country, you can buy a return label directly from us or organize the shipping yourself.
Please note: returns from other countries may cost more.
Yes! Under our 30-day money-back guarantee, you can return opened products if you’re not satisfied.
We want you to try our products risk-free.
Please send the products back fully and securely packaged so we can process them correctly.
For hygiene reasons, this does not apply to completely used-up products.
Yes, you can return just individual products from a set.
Open our guarantee page and click on our returns portal. There you can select all the products you want to return. Once you’ve completed everything, you’ll receive your return instructions immediately.
If your return brings your order below the minimum value for a free product, you need to return the gift product as well.
If you want to keep it, we’ll deduct the regular price of the free product from your refund.
This keeps the process fair and transparent for all customers.
Yes, that’s possible – you can return multiple orders together in one package. However, it’s important that each return is registered separately in our returns portal.
https://us.doonails.com/pages/garantie
Here’s how to do it:
- Register each order individually in the returns portal so we can properly record and assign them.
- Write down the order numbers of all registered returns clearly on a note and place it inside the package.
- Pack all items securely and send the package to the return address shown in the portal.
This ensures that we can correctly match your return and process all registered orders quickly and accurately.
A direct exchange (e.g., “return Color A, send Color B”) isn’t possible for technical and logistical reasons.
If you want a different color, simply order it as usual in our online shop.
If you want to return products, please follow the normal returns process via our returns portal.
Once your return has arrived and been checked, we’ll refund the amount using the payment method you chose. Please note that return shipping costs are on you.
Don’t worry, this is completely normal. We ship paperless and eco-friendly – so your packages don’t include an invoice or return documents.
If you want to return one or more products, simply register your return via our returns portal. There you’ll get all the necessary information and – depending on your country – the option to purchase a return label through us or arrange the shipping yourself.
https://us.doonails.com/pages/garantie
Please note: the cost of the return label or shipping is your responsibility.
Unfortunately, no.
Thanks for understanding that we can only process returns for orders placed directly through our official Doonails online shop.
If you purchased your product from another retailer (Amazon,...) please contact their customer service team.
Refunds & Store Credit
As soon as your return arrives at our warehouse and has been checked, we’ll process your refund.
The timing depends on your payment method:
- PayPal: usually within 1–2 business days
- Credit card: within 5–7 business days
- Gift cards / Store credit: credited to your account
You’ll receive an email as soon as your refund is completed.
As soon as your package arrives at our warehouse, you’ll get a confirmation email.
Once our team has checked it, we’ll process your refund or store credit.
Processing can take up to 14 business days, depending on the volume of returns.
If you haven’t heard from us after this time, please contact our Customer Care Team with your order number.
After we have carefully checked your return, you will receive a confirmation of arrival from us. The refund will then be made in the following days to the payment method you used to place the order.
Yes! In the returns portal you can choose whether you prefer:
- a refund of the purchase amount, or
- store credit for your next order.
You can select this option directly in the portal – super easy with just one click.
Store credit is an amount we add to your personal Doonails account – for example when you choose store credit instead of a refund during a return. You can use this credit like a payment method on your next order.
To make sure your store credit is correctly recognized, you need to log in to your customer account using the same email address you used for your original order. Once you’re logged in and add products to your cart, your available credit will automatically appear at checkout and can be applied directly.
This way, your credit is always linked correctly – and you can benefit from it right away on your next purchase.
To pay with your store credit, you need to log in to your account using this link: Click here
Delivery Issues
Oh no, we’re really sorry!
Please contact our Customer Care Team directly.
Send us a photo of the product, your order number, and a short description of the issue.
Our team will check everything and make sure you get a replacement or refund as quickly as possible – of course, completely free.
If you have received an incomplete or damaged delivery, please send us a photo for verification:
- For incomplete deliveries:
Please send a photo of the products you received – ideally from the back, so that the batch code or product name is visible. - For damaged products:
Please send a photo where the damage is clearly visible.
Our support team will review your case and assist you as soon as possible.
Please contact our Customer Care Team directly via our contact form for all inquiries regarding incorrectly received items.
We can assure you that we only send new products.
It sometimes happens that even with new colors, the seal does not always adhere correctly to the powder jar, as some powder can get between the adhesive and the seal during sealing and thus impair adhesion. As the seals are made of paper, they detach more easily from the edge. The detached seal is then usually found in the lid of the powder.
If any issues or signs of wear are present, please contact us directly via our contact form.
Sometimes it’s not the product, but how it’s being used.
Before returning it, check out our instructions and how-to videos – you’ll find lots of tips for the perfect result.
If you’re still not satisfied after that, get in touch with our Customer Care Team – we’ll find a solution together.
Still unanswered questions?
Your question was not included and you still need our help? Our Customer Happiness Team will be happy to answer all your questions personally!
