My order

Your Doonails order will be transferred directly to our merchandise management system once the payment process has been completed, which is why we can no longer make any changes to the order itself.

Depending on the shipping status, it is only possible to cancel the order in full or in part and to change the billing/delivery address. Please use the contact request "Change and cancel" in our contact form so that we can process your request as quickly as possible.

However, if your order is already in the packing or shipping process, it unfortunately cannot be canceled, nor can a change of address be made.

If you no longer want the order after all, you can refuse or not accept it on delivery, in which case it will be automatically returned to us and you will then receive a refund to your chosen payment method. Please contact our customer support team.

Your e-mail address may not have been correct or there may have been connection problems during the order process.

Please also note that it can take up to 24 hours to receive the confirmation. Also check your spam folder regularly.

If you can't find anything there and you still haven't received the confirmation after 24 hours, please contact our Customer Care Team and we will resend the confirmation.

Guest order

If you order as a guest, you will receive an order confirmation by e-mail after placing your order. This will list all the items you have ordered. Unfortunately, it is not possible to view this directly on our homepage. If you have made a mistake with your e-mail address, our Customer Care Team will of course be happy to help!

Customer account

As soon as you have logged in and placed an order, you will receive an order confirmation by e-mail. At the same time, you will also find your complete order history in your customer account under "My orders".

Not logged in

If you have placed an order without being logged into your customer account, these will be handled in the same way as guest orders.

This may be due to the payment method you have selected: If you choose PayPal Express as the payment method for your order, the address of the PayPal account will be used to create the order. If this address differs from your usual e-mail address, then these orders are also stored in a different customer account. The order confirmation and dispatch notification will also be sent to your PayPal email address.

The same applies to both Apple Pay and Google Pay.

If you cannot find your order with any of your email addresses, please contact our Customer Care Team.