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When will my order be dispatched?
After you place your order, we wait for payment to be received. Your parcel is then carefully prepared for dispatch and usually handed over to our shipping service provider within 48 hours.
When will I receive my order?
Within Germany, as well as to Austria, the Netherlands and France, our products usually arrive within 3-5 working days of ordering.
Shipping to other countries such as Switzerland, Italy and the rest of Europe can take 3-9 working days.
Please note that Sundays and public holidays are not counted as working days.
In exceptional cases (sales events, Christmas season, etc.), it may take a little longer, but we always work hard to ensure that all orders are processed quickly and smoothly.
My delivery is incomplete. What can I do?
We apologise that something is missing from your parcel. In this case, please contact our customer support team, quoting your order number and the missing items. Please also take a photo of the opened parcel so that we can better understand the situation.
What should I do if the delivery attempt has failed?
Don't worry, you can use the shipment tracking feature to check at any time whether your parcel has been delivered to a neighbour or a branch, for example, or whether another delivery attempt will be made the next day.
If you see that the parcel is being returned to us, please contact our customer support. We will then check immediately whether we can resend the parcel to you free of charge.
According to the tracking number, the parcel has been delivered, but it hasn't. What can I do?
We have found that some postmen forget to leave a delivery notification. In most cases, the item is at your local post office or has been left with a neighbour.
If you cannot find your order, please contact our customer support directly.
Which countries does Doonails ship to?
We currently ship to the following countries:
Germany, Austria, Switzerland, Netherlands, France, Belgium, Croatia, Czechia, Denmark, Estonia, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Poland, Portugal, Slovakia, Slovenia, and Spain**
**Mainland only
Do I have to pay import duties?
For deliveries outside the EU, additional import fees, customs duties or taxes may be incurred in the recipient country. These costs are not included in the shipping price and may have to be borne by the recipient.
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