Why was my order split into 2 or more packages?

We apologize for the inconvenience, we split a shipment for several reasons:
1). Products come from different warehouses.
2). Order processing times have been different.
3). Carrier weight limit.
You will receive an email notification when each package has been sent. If you only get a tracking number after your shipments have been split, please contact us for assistance.

Email: service@donnerfr.com 

Why can't I pay for my order?

 There are 4 possible reasons for this:
1. Out of stock problem: Please pay attention to the product stock counter. If a product is listed as soon to be sold out, other buyers may have purchased it while you were placing an order, preventing you from completing your order. Please remove these products and try again.
2. Shipping address problem: Please provide a valid shipping address and phone number or try to change them and try again.
3. Connection problem: Please refresh the page and try again.
4. Free gift issue: A free gift cannot be accepted alone. 
For more information, please contact us for assistance.

Where can I find my tracking number and check the progress of my order?

We will notify you of your tracking number via email after your package has been dispatched.
If you do not receive any emails or there are no updates on the tracking information page after the package has been dispatched, please contact us for more information.
Email: service@donnerfr.com 

Why was my order cancelled?

1. Payment Failed: Your order will be canceled if your payment did not go through.
2. Order Issue: Your order will be canceled if, for example, we are unable to contact you about an address issue regarding the delivery of your order.
3. Out of stock: Your order will be canceled if all products are sold out, we will contact you after this cancellation. 

Can I change my shipping address/order?

1. For orders not yet sent, you can contact us by e-mail to modify your delivery address. 
2. For orders already sent, addresses and products CANNOT BE CHANGED.

Can I cancel my order?

You can contact us to cancel the order before the order is sent out of our warehouses.
Be aware that once outside our warehouses, the order can no longer be cancelled. Thank you for understanding. 

How long will it take for my order to be sent?

Normally, order preparation takes 24 hours.
(This may sometimes be delayed by stock issues)
Due to the special context of the COVID-19 pandemic, global transport resources have been reduced, which could cause delays in your order. Your order may be delayed 4-6 days in the process and a few days in the delivery transport, which depends on the transport company in particular. Thank you for your understanding and your patience.
After preparation of the order, your package will be sent. You will then be notified by email of your tracking number and a link directing you to the tracking information page. 

How long does the delivery take ?

It usually takes 3-5 business days for your package to be delivered. 

Why haven't I received an email confirming my order has been dispatched?

You should normally receive a shipping information email once your order has been handed over to the carrier.
If you still haven't received an email, there could be two reasons for this:
1. You did not provide your email address when registering for the Donner account, or when placing an order, to receive delivery notifications. 
2. The security of your e-mail account blocks our e-mails considering them as spam. Remember to check your spam/junk mail.
Contact us for more information.

Email: service@donnerfr.com 

How do I check the status of my order?

You normally receive delivery information by email after the package is sent.

Contact us for more information.

Email: service@donnerfr.com 

Do you restock sold out products?

If a product is listed as "sold out", we advise you to check the site frequently within two weeks as the product may be restocked. You can contact us for more information.