Return of an order
You have 30 calendar days from the delivery of the order to request the return of your purchase.
To make a return, the product must be in perfect condition, with all the accessories and the original packaging, otherwise the good will suffer a depreciation. In accordance with the exceptions to the Right of Withdrawal, the return of those products configured to measure (personalized) will not be accepted.
You will only be responsible for the decrease in value of the goods resulting from handling other than that necessary to establish the nature, characteristics and operation of the goods.
Returns of items that have clear signs of having been used / tried on will not be accepted or refunded.
If there is a gift for purchase in the order, it must be returned in order to accept the withdrawal.
If the order includes a gift box, it cannot be returned, only the products that were included in it can be returned.
Once the merchandise has been received and after checking its status, the corresponding amount will be paid through the means of payment used in the order.
You must do it from the donnaflor.com online store, accessing this link, with your username and password.
Once you are in your account, you must enter the "my returns" section and click on "Request a new return", select the order you want to return, and within the order the item or items.
You must bear the direct cost of returning the products, that is, the shipping costs will be borne by the customer.
Then, the return will be approved and an email will be received with instructions and necessary documentation in case of return, to make it. (This email may take about 20 minutes to arrive).
In the event that a product is returned, it will be refunded for the price of the product at the time of purchase. When a promotion is applied to the order, the product will be reimbursed, discounting the proportional part of said promotion.
Within approximately one week, you will receive the refund in the same payment method you used for your purchase.
Refunds
We will proceed the refund using the same payment method up to 3 business days.
There is no restocking fee.
The refund will be made by the same payment method you used to place your order.
If you have any questions, you can write us a message by filling out our contact form.
Damaged Packages in Transit:
You have 24 hours to open a complain about a possible damage or faulty item that may be caused at the transportation. This is a requirement by the insurance that the couriers and transport companies have. If you believe the box was violated, product is broken, leaked or any issue during the transit.
We have a dedicate team of support through the Contact Form, but you can also reach us:
Telephones (Monday to Friday from 10 am to 5 pm (CET) *excluding Saturdays, Sundays and public holidays):
+372 668 1287
+33 7 45 39 06 20
+49 176 68148101
+34 690 337 682
+351 300 52 80 43
+55 11 3957 0433
e-Mail: services@donnaflor.com
Write your question by email. We will process your request within 72 hours.
Contact Form: https://donnaflor.com/en/contact-us
Write your question by email. We will process your request within 72 hours.
Office (by Appointment Only)
Estonia | Ruunaoja tn 3, 11415, Tallinn, Harjumaa
France | 37 Avenue Trudaine, 75009 Paris, France
Spain | P.º de la Castellana, 43, Chamberí, 28046 Madrid, Spain
Germany | Taunusanlage 8, 60329 Frankfurt am Main, Germany
United Kingdom | 30 Churchill Pl, London E14 5RE, United Kingdom
Portugal | Rua Alexandre Herculano 50, 1250-011 Lisboa, Portugal