We want you to be able to try our products without any risk. That's why we offer a 30-day money-back guarantee on all orders—even for products that have already been opened. If you are not satisfied within 30 days of receiving your order, you can register it via our returns portal. → Go to the returns portal

As soon as we receive your request, it will be reviewed and confirmed by our support team. You can then send your package to our warehouse.

Once your return has been received and checked, our team will arrange for a refund using the method you selected on the portal – either to your original payment method or as store credit. You will receive an email once the refund has been completed. Regardless of this, your statutory 14-day right of withdrawal also applies to unused products. Discounted items in the outlet, advent calendars, and mystery package products are excluded from our money-back guarantee. In this case, returns are therefore only possible within the statutory withdrawal period, provided that the items are unused and in their original packaging.

1. Open our warranty page and click on our returns portal.
2. Enter your order number and email address.
3. Select the reason for your return.
4. Decide whether you want to purchase a shipping label from us or organize the shipping yourself.
5. Pack the products securely and send them to the address provided in the portal.

Once we have received your return, you will automatically receive a confirmation email. Processing can take up to 14 business days after receipt of the return.

Yes, you are responsible for the return shipping costs. Depending on which country you are from, you can purchase a return label directly from us via the returns portal or organize the shipping yourself. Please note: Returns from other countries may incur higher shipping costs.

Yes, as part of our 30-day money-back guarantee, you can also return opened products if you are not satisfied. We want you to be able to try our products risk-free. Please return the products complete and securely packaged so that we can assign them correctly. For hygiene reasons, this does not apply to completely used-up products.

As soon as your package arrives at our warehouse, you will receive a confirmation of receipt by email. After our team has checked it, we will arrange your refund or credit note. Processing can take up to 14 business days, depending on the volume of returns. If you have not received any feedback after this time, please contact our Customer Care Team with your order number.

Oh no, we're very sorry to hear that! In this case, please contact our Customer Care Team directly. Please send us a photo of the affected products, your order number, and a brief description of the problem. Our team will review the case and ensure that you receive a replacement or refund as soon as possible—free of charge, of course.

Sometimes it's not the product, but how it's used. Before returning a product, please take a look at our application instructions and how-to videos, where you'll find lots of tips for perfect results → Go to the video tutorials If you're still not satisfied, please contact our Customer Care Team—we'll work together to find a solution.

Yes, you can also return individual products from a set. Open our warranty page and click on our returns portal. There you can select all the products you want to return. Once you have completed everything, you will receive your return information immediately.

As long as your package has not yet been shipped, you can cancel your order. Please contact our Customer Care Team as soon as possible to do so. If the package is already being processed or is on its way, you can simply refuse delivery—it will then be automatically returned to us, and you will receive a refund.

In rare cases, a product may be sold out even though it was still listed as available in the shop. If this happens, the order will be automatically canceled and you will, of course, receive an immediate refund. Tip: Sign up for availability notifications on the product page to be notified as soon as the item is back in stock.

If your return means you no longer meet the minimum order value for a free product, you must return the gift product. If you wish to keep it, we will deduct the regular price of the free product from your refund. This ensures that the process remains fair and transparent for all customers.

Yes! In the returns portal, you can choose whether you would prefer:

• a refund of the purchase amount or
• store credit for your next order.

You can select this option directly in the portal—it's easy, with just one click.

A store credit is an amount that we credit to your personal Doonails customer account—for example, if you choose store credit instead of a refund for a return. You can easily use this credit as a payment method for your next order. To ensure that your store credit is recognized correctly, you must log in to your customer account using the email address that was used for your original order. Once you are logged in and add products to your shopping cart, your available credit will automatically be displayed at checkout and can be used directly for your order. This ensures that your credit is allocated correctly – and that you can benefit from it immediately on your next purchase.

Yes, this is possible—you can return multiple orders together in one package. However, it is important that each return is registered separately in advance via our returns portal. Here's how to do it:

1. Register each order individually in the returns portal so that we can record and assign it correctly.
2. Write down the order numbers of all registered returns clearly on a piece of paper and place it in the package.
3. Pack all products securely and send the package to the return address specified in the portal.

This is important so that we can clearly identify your return and process all registered returns quickly and correctly.

Unfortunately, no. Please understand that we can only process returns that were ordered directly from our official Doonails online shop. If you purchased your product from another retailer (Amazon, Müller, DM, etc.), please contact their customer service department.

As soon as we have received and checked your return, we will arrange for a refund. Depending on the payment method, this may take varying amounts of time:

• PayPal: usually within 1–2 business days
• Credit card: within 5–7 business days
• Klarna: directly via Klarna
• Vouchers/store credit: as a credit in your account

You will receive an email once the refund has been completed.

Don't worry, this is completely normal. We deliberately ship paperless and environmentally friendly – that's why your packages do not include invoices or return documents. If you want to return one or more products, simply register your return via our returns portal. There you will find all the necessary information and, depending on your country, the option to purchase a return label directly from us or to organize the shipment yourself. Please note: You are responsible for the costs of the return label and return shipping.

Unfortunately, direct exchanges (e.g., “return color A, send color B”) are not possible for technical and logistical reasons. If you would like a different color, please simply reorder it as normal in our online shop. If you would like to return products, please follow the normal returns process via our returns portal.

Once we have received and checked your return, we will refund you the corresponding amount according to your chosen refund method. Please note that you are responsible for the costs of returning the goods.