This Returns and Exchanges Policy applies to all purchases made through the website donkeewear.com. We are pleased to accommodate returns and exchanges within 30 days on all products that have not been used and in the same original packaging that you received it. A photo of the product will be requested before the returns process starts.
Here are some FAQ in regards to our return policy:
WHAT IS THE RETURN PERIOD?
If for any reason you are unsatisfied with your purchase returns will be accepted within 30 days of purchase.
I RECEIVED DAMAGED, DEFECTIVE, OR WRONG ITEM(S). WHAT SHOULD I DO?
Should you receive damaged, defective, or the wrong item(s), please contact us immediately within 30 days from delivery date and specify the damage, defect, or wrong item(s) including a picture of the packaging with clear tracking number shown and the picture of the product received. Our Online Returns Department will inspect your complaints and proceed with available options of returning the defective products for a replacement or gift card. We will gladly send out a replacement of the original item(s) purchased, at no cost, as long as the merchandise is available.
DO I HAVE TO PAY FOR THE SHIPPING OF MY RETURN?
Yes, all customers are responsible for their own return shipping costs. We recommend that you send your return with a tracking option via USPS, UPS or FedEx insured parcel post because Donkee Wear will not be responsible for lost returns.
Note: Please indicate "RETURN, NO DUTIES" on the package, otherwise the package may be returned back to you.
MAY I RETURN MY Donkee Wear PRODUCTS WITHOUT CONTACTING YOU OR GETTING AN RMA?
You must contact us prior to sending your return, as the return address may be different from the address your order was originally shipped from. Also, the RMA facilitates tracking of your returned product and expedites your refund. Please note that refunds for merchandise returned without contacting us cannot be guaranteed.
HOW CAN I TRACK MY RETURNS?
Track your return/exchange using the information provided by your carrier to ensure it has been delivered to Donkee Wear. We will send you a return confirmation email once we have received your package and refund has been processed, you can also view the status of your return or exchange in your online order history.
WHEN WILL I RECEIVE MY REFUND?
A full refund will be provided to the original method of payment after we have received, inspected and confirmed that the returned hair extensions were not opened. All customers must contact us after sending the package back and provide us with the tracking information in order for us to process the refund.
Note: Most financial institutions will take an average of 3-5 business days to process the refund, however, it could take longer. Please allow up to 7 business days for your financial institution to reflect the refund on your statement prior to contacting us. For more information, we recommend contacting your credit card provider.
HOW MAY I CONTACT YOU?
You may contact us by e-mail at firstname.lastname@example.org. The Donkee Wear Support team operates seven days a week, 24 hours a day. To get in touch, please include your order number and product details in the email. We always guarantee a response within 24 hours and will be happy to help you!
WILL I BE REFUNDED MY EXPRESS SHIPPING COST?
No. We provide free standard shipping for all orders, however, any express shipping costs will not be refunded.