Exchanges and returns
If you find yourself dissatisfied with your online order, Donna Dorée provides you with the option to exchange the purchased jewelry or receive a refund for the items you wish to return.
Upon delivery, you have the right to open the package and inspect your purchase. However, in order to be eligible for an exchange or refund, the products must be returned unused and in their original packaging. Failure to meet these conditions may result in the inability to process the exchange or refund.
To initiate a jewelry return, please follow the return procedure provided by MyParcel/PostNL, which will be sent to you via email when you place your order. We kindly request you to complete the online return form with as much detail as possible. Prepare the package for the return shipment and ensure that at least your name is included on an enclosed note within the package, along with the items you wish to return.
You have a total of 15 calendar days from the date of delivery to return your purchase. Once the return is arranged, the package should reach us within 7 working days for returns within Europe and 14 working days for returns from the rest of the world.
Please be aware that all costs associated with return shipping are your responsibility. If you choose to return your items via local post, we strongly recommend using registered mail for secure tracking. You are accountable for the package until it reaches Donna Dorée. Upon the safe and timely arrival of your return package at Donna Dorée, the refund will be processed within 30 days using the same payment method you originally used. NB! We charge €7.50 handling costs per return.
For questions regarding the return of your order, please contact Donna Dorée at service@donnadoree.com .
Guarantee
All Donna Dorée products are covered by the legal guarantee. This guarantee ensures that a product should perform as expected, or as the consumer reasonably expects it to.
As Donna Dorée jewelry is crafted partially by hand, there may be variations in the natural materials used or occasional imperfections resulting from human actions. However, please note that all jewelry undergoes thorough inspection before being shipped to ensure its quality.
In the event that you are still unsatisfied with the product you receive or discover any manufacturing defects, you are entitled to invoke the legal guarantee and seek a resolution.
Guarantee rules
Donna Dorée's jewelry is backed by a six-month guarantee starting from the date of purchase.
It is important to note that the gold-plated layer on our gold jewelry is a thin coating of 14-karat gold (U-gold plating). With regular use and insufficient care, this layer may gradually wear off over time.
To learn more about our materials and proper care instructions, we recommend referring to our section Materials and Care.
Underneath the gold-plated layer, you will find genuine silver, ensuring that your Donna Dorée piece remains valuable.
Please be aware that this guarantee specifically covers material and manufacturing defects only.
The following conditions are not covered by the guarantee:
- Breakage, unless it can be clearly demonstrated as a production error;
- Damage resulting from normal wear and tear, improper use (such as dropping), or mishandling;
- Discoloration caused by exposure to water, perfume, soap, lotion, hair spray, or highly acidic skin;
- Alterations or repairs conducted by a third party other than Donna Dorée (e.g., repair work performed by a local jeweler);
- Loss or theft of the jewelry.
To initiate a guarantee claim, please contact Donna Dorée regarding the specific item in question through service@donnadoree.com
When a complaint or defect is covered by the guarantee, we will make every effort to find the best possible solution for you.
If you are unsure whether the defect falls within the guarantee conditions, we encourage you to contact us at service@donnadoree.com
