Shipping & handling
Shipping Fees & Delivery Times
We are happy to offer Free Economy Shipping within UAE.
Our delivery time 2-4 business days from the order date.
We will do our best to deliver your orders on time and ask for your understanding should your order arrive later than expected.
Shipping Terms
We do not deliver to P.O. Boxes.
We recommend downloading the Aramex application (opens in a new tab) to track your shipping and make sure you will be available to receive the delivery upon arrival.
Changes & Cancellations
Order cancellations and changes of order placement are guaranteed. After that, depending on how far along the order fulfillment is, we may not be able to make updates or changes.
If you need to change any details or cancel your order, contact us at info.ae@doona.com (opens in a new tab) as soon as possible by replying to the order confirmation email.
Returns
At Doona, we strive to create exceptional products that make parenting simple. We stand behind our products and want you to be fully satisfied with your purchase. If for any reason you are not pleased with your purchase, you may return it within 7 days from the date of delivery.
Returns Terms
Merchandise must be in its original packaging, unused, and in new condition with all stickers and inserts included. Merchandise not returned in the original condition will result in charges in addtion to restocking fee, or could potentially disqualify the item from being eligible for a refund.
Refunds can only be given to the original form of payment.
If an item was purchased as a gift, we can either refund the original form of payment, or an exchange can be made.
Products returned after 7 days of the delivery date will be refused or returned to the customer.
Start a Return
If you would like to return your order for any reason, simply contact us at info.ae@doona.com (opens in a new tab) within 7 days from the delivery date.
The Return Process
Once your return is approved, the following steps will be taken:
Items may be returned via our free home pick-up service.
Through this service, a courier will collect your parcel containing the items you wish to exchange or return.
Once your return request has been received, our team will contact you to arrange the pickup of the item(s).
The pickup will be arranged within 3 working days for the UAE.
The item will be received and checked at our facility in the next 3 working days.
Refunds will be processed upon successful evaluation, which will be reflected in the customers' account in 7-10 days.
Exchanges
At Doona, we strive to ensure that every product meets the highest standards of quality.
However, in the unlikely event that a product is defective or malfunctioning, we are committed to providing a hassle-free exchange process.
Eligibility for Exchange:
The product must be defective or malfunctioning due to manufacturing issues
Issues arising due to misuse, accidental damage, or wear and tear do not count as manufacturing defects
Proof of purchase (receipt or order number) is required to initiate an exchange.
How to Request an Exchange:
Contact our sales team at info.ae@doona.com (opens in a new tab)
Provide details of the defect or malfunction, including photos or videos if possible.
Once your request is reviewed and approved, instructions for the return will be provided.
Lost or Damaged Shipments
In case your package is lost or damaged, please contact us at info.ae@doona.com (opens in a new tab) as soon as possible so we can investigate the matter with the carrier.
If the box shows severe damage, please refuse the shipment and contact our Customer Service for a replacement.
If you find the product is damaged and is not in usable condition upon opening the box, contact our Customer Service for a replacement.
We are not responsible for items stolen from residences or businesses.
In most cases of damaged packages, we will need to inspect the damaged product before sending a replacement. In cases in which the shipping company confirms it damaged the package, a replacement can be sent once the carrier has taken possession of the damaged product.
Undeliverable or Refused Shipments
Aramex will make a total of 3 attempts to deliver your package.
In case the package wasn’t claimed or marked as undeliverable, it will return to our warehouse, and a full refund will be issued.
Price Adjustments
If purchased merchandise is marked down within seven days of the original order date, you are eligible for a price adjustment. To receive a price adjustment, please contact us at info.ae@doona.com (opens in a new tab) with your order number. Eligible refunds will be applied to your original form of payment.
Acceptance of Orders
We reserve the right to refuse or cancel an order for any reason, including limitations on quantities available for purchase, inaccuracies, errors in product or pricing information, or problems identified through our efforts to avoid fraud and/or account abuse.
Any Questions?
Our customer service team will be happy to assist you with any problem and answer any questions. Please feel free to contact us at: info.ae@doona.com (opens in a new tab)
