We ship orders throughout Europe

Shipping costs to any European address will be indicated during the purchase process, and always before placing the order.

Once the order has been placed on our website, we will send you an email with the purchase details indicating your order number. When the order is processed in our warehouses, we will send you an email notifying you of the order's departure.

Deliveries will be made at the address indicated by the corresponding parcel agency. It is recommended to add a valid contact form when placing the order to speed up this process.

The products will be delivered to the address indicated by the customer during the ordering process.



Shipping cost

  • Mainland Spain and the Balearic Islands: €6 - Free on orders over €50.
  • Pick up in store: Free (C/Trueno nº22, Pol. Industrial San José de Valderas II., 28918 Leganés, Madrid, Spain)
  • International: €6 - Free on orders over €50.



Deadline and delivery methods



HOME DELIVERY

Remember that, if you want, you can indicate a delivery address other than the billing address. This is very useful in cases where you want to give a gift, if you spend more time at work than at home or if you are going to stay away from your usual residence for a while. For home delivery in orders to mainland Spain, the Balearic Islands and mainland Portugal, our transport provider will send an SMS (if you have provided a contact mobile number in your order) indicating the day the delivery will be made and enabling the change of delivery date. delivery.

The delivery period will start counting from the completion of the order and the receipt by the customer of the subsequent confirmation email. It will be 24-72 working hours for mainland Spain, the Balearic Islands and mainland Portugal and 4-5 working days for the rest of Europe.

However, longer delivery times may be indicated for certain products, which will be communicated to you at the time of the purchase process.



PICKED UP AT THE STORE

You can pick up your order at the Dakonda store, located at: C/Trueno nº22, Pol. Industrial San José de Valderas II., 28918 Leganés, Madrid, Spain. For store delivery, our transport provider will send an email and an SMS (if you have provided a contact mobile in your order) with the status of your order. Once the order has been delivered to the store, we will notify you via email from Customer Service, so you can pick it up. In order to pick up your order, you need to show the order confirmation email at the store. You need to submit this information so we can deliver your order.

The customer will have a maximum period of 15 calendar days, from when their order is available, to pick it up. In the event that after this period, the order has not been delivered to the client, for reasons not attributable to our Company, we will understand that you decide to withdraw from the contract and we will consider it resolved. Consequently, we will return the payments made within a maximum period of 14 calendar days from the date on which we consider the contract terminated. The refund will be made by the same means of payment with which it was paid.

IN SPECIAL CAMPAIGNS OR PROMOTIONS SUCH AS SALES, BLACK FRIDAY, CHRISTMAS, ETC., DELIVERY TIMES MAY BE AFFECTED BY HIGH DEMAND.



Delivery time and problems

Each delivery is considered made from the delivery of the product to the customer by the transport company, materialized by the control system used by it.

The delivery of the merchandise will be made at the address designated by the sender, except for repeated absence of the recipient or that due to its weight, volume or functional characteristics of the property do not allow a normal person the aforementioned realization, in which case, prior notice It will be carried out at the door of the street or at the headquarters of the corresponding transport company of destination.

The non-delivery of the transported merchandise due to the absence or refusal of the recipient, deficiency of their data or non-payment of the amounts derived from the freight made, will be the responsibility of the client requesting the product, who will be obliged to bear, at his own expense, all the expenses of said incidence, including, where appropriate, the storage costs, the price, the reimbursement premium and other expenses of the freight of the merchandise produced in its return to origin or subsequent deliveries, and the repercussion of the corresponding insurance.

It is up to the recipient to check the order at the time of delivery. In the event of delivery problems or if the product is damaged, you must obligatorily notify Dakonda, by sending an email to: atencionalcliente@dakonda.com, the state of the product and its packaging within a period of twenty-four hours following the delivery of the product.

You will then be able to benefit from exchange and/or refund conditions for the products.



Product Compliance

If within seven days of receipt of the goods you do not submit any claim, DAKONDA understands that it has arrived correctly and is satisfied with the products received and the delivery time.

Please note that the colors and shades in the photos may differ from the actual colors of the product, and depend on the settings of the device used to view them.



RETURNS


WE EXTEND THE DEADLINE FOR EXCHANGES AND RETURNS UNTIL JANUARY 22, 2023

Can I return my order?

You have 14 calendar days to return the item from the moment you receive the package at home. We only accept items that have not been used (except for reasons of defect).

Do you want to return something? Please verify that you meet the following criteria:

  • Items must be returned within 14 calendar days of receiving the order. Keep in mind that there are certain products that cannot be returned except in the case of defective products such as products that do not allow their return due to hygienic or health protection reasons if it has been unsealed by you after delivery (for example, underwear , swimsuits, …), or that were, after delivery, inseparably mixed with other products; products that can deteriorate; goods made to your specifications or clearly personalized.
  • We recommend that you send us the items well protected by additional external packaging, just as you received it at your address, to avoid possible damage during transport.
  • In the event that you return an item to us in an unsuitable condition, we may have to return it to you, assuming the cost of shipping to the address indicated in the order.
  • It is important to follow the return process, which begins by making a return request through the My Account section.
  • Items are your responsibility until they reach our warehouse, please make sure they are packed properly and cannot be damaged on the way. We recommend that you keep proof of postage. Our return address is: DAKONDA, C/Trueno nº22, Pol. Industrial San José de Valderas II. 28918 Leganes, Madrid, Spain.



How can I make a return?

To speed up the management of your return, you can process it from the My Account section by following these steps:

Step 1: Sign in to My Account

Log in to your account with your email address and password and go to the My Orders menu. Next, select the order with which you purchased the item to be returned and go to the Return item(s) section. Then select the product(s) you want to return and tell us the correct reason for your return. Once we have validated the reason for the return, we will notify you by email so that you can access the Merchandise Returns section on the web, and download the return document.

Step 2: Prepare a new package

Once you have printed the return document, prepare a new package and insert the document in it. Please send us the items well protected by additional external packaging, just as you received it at your address, to avoid possible damage during transport. Please do not stick any label or tape on the item's original box.

Step 3: Send the package

Send the package to the address indicated on your return document. You can use the carrier of your choice to ship.

In the case of Returns from mainland Spain, the Balearic Islands or mainland Portugal, we give you the option of managing the collection of the package for a cost of €6, which will be deducted from the refund of your order. To do this, contact Customer Service via email: serviciosalcliente@dakonda.com

Step 4: Refund the money

Once we manage your return, we will refund the money and send you a confirmation email. We will refund the amount according to the payment method you used when placing the order. Once the order is received, the refund can take up to 14 days. The return of the products will give rise to a refund equal to the purchase price of the product or products returned minus the shipping costs.

In case you wish to receive the same product in another size or another alternative product, you must process a change through our Customer Service department, writing an email with all the order information and garments to: atencionalcliente@dakonda.com .

How can I make a return if I have a guest account?

In the event that you have made a purchase on our website but you are not registered at Dakonda.com, you need to send an email to: atencionalcliente@dakonda.com with the details of your request, and our Customer Service department will tell you the steps to proceed with your return.

How to make a claim if I have received an erroneous, damaged or defective item?

If you receive a wrong, damaged, or defective item, please follow these steps:

Step 1: Sign in to My Account

Log in to your account with your email address and password and go to the My Orders menu.

Step 2: Choose the product(s) you want to return

Select the order with which you purchased the item to be returned and click the Return Item(s) icon. Then select the product(s) you want to return and choose the correct reason for your return.

Step 3: Provide us with more information and photos

In order to process your request, please provide us via email to: atencionalcliente@dakonda.com, a brief description of the error, damage or defect of the article and attach a photo in which the error, damage or defect of the article can be clearly seen. .

If upon receiving the package you detect that there may be damage due to transport, it is important that you notify the carrier and that within 4 business days you provide us with the following:

  • A photo of the packaging and carrier label.
  • A photo of the damage that the product has suffered.


Step 4: We will review the application

After receiving your request, we will study your case as soon as possible. In a few days we will contact you to inform you about the procedure to follow.

We do not accept claims in the following cases:

  • Item wear and tear due to daily use.
  • Damage due to incorrect use of the product or frequent use of the product.
  • Dye (eg blue jeans that fade).
  • Balls or lint on clothes.
  • Damage caused by external factors: friction, sharp or sharp objects, chemical products...
  • Items that cause physical discomfort, for example, blisters.



How do I receive my refund money?

The refund of an order is made between 3 to 7 working days. Any refund will be automatically issued to the payment method you used to place your order.

  • If the payment was made with a debit or credit card, the money will be returned to the bank account linked to the card.
  • If the payment was made through PayPal, the value of your return will be refunded to your PayPal account. You will receive an email confirmation when your return is received at our warehouse and you should generally receive your refund within 48 hours of receiving this email.


Please note: If you received a gift and wish to return it for a refund, the person who originally purchased the gift will receive the refund. We apologize for any inconvenience this may cause you.

If the reason for the return of the product is not because the product arrived damaged, was defective or was incorrect, we will not reimburse you for the shipping costs or any other service related to your order; We will only refund the amount of the product.



How can I process a change?

In case you wish to receive the same product in another size or color, you must process a change through our Customer Service department, writing an email with all the order information and garments to: atencionalcliente@dakonda.com.

If you want to make a second change to your order, you must process a new order through our website, paying the shipping costs again.

SIZE INFORMATION

There may be a difference between the size you have ordered and the one indicated on the label of some items and brands, but do not worry, this is due to the equivalence between international sizes (eg size 38 in Spain is equivalent to 36 in Germany). We recommend that you try everything calmly at home.



Who pays the cost of my return?

In the case of a voluntary return, the shipping costs are your responsibility. Return costs will be borne by us as long as the product is indeed damaged/defective or the item is incorrect.



How can I process an item under warranty?

If you detect that the item has a manufacturing and/or operating defect, it will be sent to the brand. Deficiencies caused by negligence, blows, improper use or manipulation, unsuitable voltage, incorrect installation not carried out by the authorized Technical Service when appropriate, or materials subject to wear due to normal use are not included. We offer a collection service for the defective item at our cost and then we send it back to the brand. The waiting time will vary depending on the management time that the technical service of each brand has. In those incidents that justify the use of the guarantee, the repair, replacement of the item, reduction or return will be chosen, in the legally established terms.

In order to process your warranty request, please follow these steps:

Step 1: Sign in to My Account

Log in to your account with your email address and password and go to the My Orders menu.

Step 2: Choose the product(s) you want to return

Select the order with which you bought the item to be returned and go to the Return item(s) section. Then select the product(s) you want to return and tell us the correct reason for your return.

Step 3: Provide us with more information and photos

In order to process your request, please provide us with a brief description of the item's damage or defect and attach a photo that clearly shows the item's damage or defect, by sending us an email to: atencionalcliente@dakonda.com.

Step 4: We will review the request

After receiving your request, we will study your case as soon as possible. In a few days we will contact you to inform you about the procedure to follow.

We do not accept claims in the following cases:

  • Item wear and tear due to daily use.
  • Damage due to incorrect use of the product or frequent use of the product.
  • Dye (eg blue jeans that fade).
  • Balls or lint on clothes.
  • Damage caused by external factors: friction, sharp objects, chemical products, …
  • Items that cause physical discomfort, for example, blisters.



What should I do if my package is delivered damaged or items are missing?

When the delivery is made, it is important that you examine the package for signs of damage, loss or theft. If the package is open and/or damaged (the security seal is broken), and the contents appear to be damaged as well, make sure to open and check the contents in front of the delivery person. If the content is really damaged or the package is incomplete, the customer must reject the order. Be sure to contact customer service to report the issue. The driver's verbal acknowledgment cannot be used as proof of your claim.



FIRST FREE CHANGE

WE EXTEND THE DEADLINE FOR EXCHANGES AND RETURNS UNTIL JANUARY 22, 2023

You have 30 calendar days from the shipping date to exchange your purchase for the same product in another size or color. Items must retain all tags, original packaging and be in perfect condition.

We only accept items that have not been used (except for reasons of defect).

We do not accept changes in the following cases:

  • Item wear and tear due to daily use. (except for reason of defect).
  • Damage due to incorrect use of the product or frequent use of the product.
  • Dye (eg blue jeans that fade).
  • Balls or lint on clothes.
  • Damage caused by external factors: friction, sharp or sharp objects, chemical products...

The exchange must be for a product of the same or lower price (in these cases, the corresponding partial refund would be processed).



How can I make a change?

Steps to change your merchandise in our online store:

Step 1: Tell us about the change

You must notify us of the reason for the change via email to: atencionalcliente@dakonda.com. To do this, we need you to provide us with the following information:

  • Name and surname,
  • Order reference
  • Reference of the product you want in exchange with the new size

Step 2: Prepare a new package

Once we have confirmed the change, prepare a new package and introduce the items well protected by additional external packaging, just as you received it at your home, to avoid possible damage during transport. Please do not stick any label or tape on the item's original box.

Step 3: Free Package Pickup

Dakonda will manage the collection and delivery of the change at no additional cost to the customer.

Customer service will coordinate with you the date and time of collection of the product(s) whose changes you have requested.

The term to return the merchandise is 14 days from the request for change. If after the deadline we have not received the items involved in the exchange process, the amount of the new items will be charged to the original payment method.

Step 4: Quality control

Once Dakonda has received the returned items, and after approval by the Quality Department, we will proceed to send the replacement product(s) to the address indicated in the original order.

You will receive this shipment on the dates indicated for any conventional shipment.


Remember that if you want to make a second change to your order, you must process a new order through our website, paying the shipping costs again.

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