frequently asked questions
Don't worry, find the answers to the most frequently asked questions here!
order
To place your order, simply select the item(s) that you wish to purchase and add it to your cart. Then, proceed to the checkout page, fill in your personal information and pay for your order. Please make sure you have filled in your details correctly to ensure that you receive all the necessary info by e-mail and that your order is delivered without any complications.
Once your order is placed, we are unfortunately not able to make any changes to it. You will need to place a new order and cancel the original order.
Please note, it is only possible to cancel your order if our warehouse has not started handling it yet.
Yes, we can cancel any order that hasn’t yet left our warehouse.
If you want to cancel your order, send us an email to shop@donebydeer.com with the subject line “Cancel order” or contact us by phone +45 44 22 66 03 during our opening hours.
If you haven't received your order confirmation, it could be because:
1. Your order confirmation e-mail has been caught in your junk mail folder.
2. You made a spelling mistake when typing in your email address during checkout.
Please contact us at shop@donebydeer.com and we will happily re-send you your order confirmation.
Unfortunately, we do not offer price matching.
shipping
We ship to these countries (mainland only):
Austria, Belgium, Denmark, Finland, France, Germany, Ireland, the Netherlands, Portugal, Spain, Sweden, and United Kingdom.
If you cannot find your country on the list make sure to check our store locator to find a store near you. Find our store locator here.
Austria: 10 EUR / 12 EUR (free shipping to parcel shop above 89 EUR)
Belgium: 8 EUR / 10 EUR (free shipping to parcel shop above 79 EUR)
Denmark: 39 DKK / 49 DKK (free shipping to parcel shop above 499 DKK)
France: 10 EUR / 12 EUR (free shipping to parcel shop above 79 EUR)
Finland: 10 EUR (free shipping above 89 EUR)
Germany: 6 EUR / 8 EUR (free shipping to parcel shop above 79 EUR)
Ireland: 12 EUR (free shipping above 89 EUR)
Netherlands: 6 EUR / 8 EUR (free shipping to parcel shop above 79 EUR)
Portugal: 12 EUR (free shipping above 89 EUR)
Spain: 10 EUR / 12 EUR (free shipping to parcel shop above 89 EUR)
Sweden: 49 SEK (free shipping above 799 SEK)
United Kingdom: 12 GBP (free shipping above 99 GBP)
It depends on your location, but GLS usually deliver your order within 4-6 working days.
Contact us at shop@donebydeer.com if you are experiencing any delivery issues (remember to include your order number). Please note, that delivery delays might occur on international shipping.
Your package will be delivered with GLS.
You can choose between GLS private home delivery (not possible in Finland and Sweden) or GLS parcel shop delivery.
DDP stands for Delivered Duty Paid. This is a shipping option where we takes full responsibility for all costs and risks associated with the delivery of your order to the UK.
As a UK customer, DDP means you won’t be faced with any unexpected additional fees or charges when your goods arrive in the UK. Everything is handled by us, and your delivery will arrive at your doorstep without you needing to worry about customs or extra costs.
returns
If you wish to return an item bought at www.donebydeer.com you have 365 days to do so.
Just send this return form together with the items you wish to return and write this address on the package:
Done by Deer A/S
att. Webshop
Haarupvej 22D
8600 Silkeborg
Denmark
Please note that we do not cover return shipping costs and we recommend that you send it insured with a tracking number.
Read more about returns here.
Yes, the return shipping costs are at your own expense.
Done by Deer does not reimburse shipping costs.
It’s a good idea to use a trackable shipping service or purchase a shipping insurance.
Your refund will take place within 14 days after we receive your return parcel at our warehouse. Your refund will be credited to the original payment method.
If you receive a wrong item or an item with an defect, please send an email to shop@donebydeer.com with photos and a description of the defect.
We are very sorry, but we are not able to transfer money to a gift recipient's account. If an item is returned, the money will be returned to the account from which the gift was purchased.
If you would like to exchange your product to another size or colour we ask you to return the product to us and place a new order in our webshop.
Please be aware that Done by Deer does not reimburse the return costs.
If you bought a Done by Deer item in a physical store or in another webshop, we kindly ask you to contact the particular shop.
The Done by Deer webshop only accepts returns for products bought at www.donebydeer.com.
products
All Done by Deer products are tested to comply with strict European standards and are therefore perfectly safe for kids to use.
All our toys are approved according to the European safety standard EN 71 and CE marked.
Read more about our safety standards and regulations
You can read about the materials in our material guide
All our bedlinen are tested according to the Oeko-Tex® Standard 100 and are washable at 60°.
Yes, all our tableware is dishwasher safe.
- Use dish soap or dishwashing tablets without perfume.
- Allow the product to air-dry after washing.
- To remove any odour from food or perfumed soap, it is recommended to wash the product in a dishwasher using dishwashing tablets without perfume. Repeat treatment may be necessary.
- Some highly coloured foods such as tomato sauce may transfer to the product. Clean the product as soon as possible after use. Repeat treatment may be necessary.
To ensure that velcro remains in good condition after washing, it is important to close each fastener before washing.
This will help prevent the fabric from getting snagged and minimize the amount of lint that gets trapped in the velcro.
Over time, velcro can become dull and less effective.
Please try one of these methods to revive the velcro:
· If there's any dirt in the velcro, remove it (meybe you need to use tweezers)
· Use a piece of velcro (the hard side with the hooks) to remove lint and other debris by rubbing it against the velcro.
· Use a fine comb or toothbrush to brush the velcro.
gift cards
You will receive the gift card by e-mail.
If you have other items in your cart together with your gift card, the gift card will be e-mailed to you, when the rest of your order leaves our warehouse. If you would like to receive the gift card right away, please place two separate orders.
The gift card is valid for 5 years.
The gift card is only for online use on donebydeer.com.
Yes, you can use the gift card as long as there is a balance remaining on the card.
Please send us an e-mail at shop@donebydeer.com if you want to know the updated balance on your gift card.
No, you can't use a gift card to buy another gift card.
Please note that the value of the gift card is in EUR, but you pay in DKK, SEK or GBP.
If you have other items in your cart together with a gift card, free delivery does not apply unless you meet our free shipping limit.
The gift card is print-friendly.
Yes. But it is important that the person whom the gift card is for lives in one of the countries we ship to.
Payment
We accept online payments with the following credit cards and payment methods: PayPal, Visa/Dankort, Mastercard, American Express, Maestro, Shop Pay, Apple pay, Google Pay, Mobilepay (Denmark), Bancontact (Belgium) and iDEAL (the Netherlands).
Yes, it is safe. We use a secure payment server that encrypts all information with SSL protocol, that means your data is secure and cannot be read by other third parties.
After placing your order, we automatically contact your bank for authorization to verify your card information.
We then reserve the amount for your order on your credit card until we ship your order.
Note that we can only reserved the amount on your card for up to 7 days.
Please note that the actual charge on your credit card will occur only when we ship your order from our warehouse.
customer account
There are several reasons why you should become a part of our Deer universe! We will save your basket for you, you can save and share your wishlist, you can easily find your previous orders and we'll save your addresse for a fast and friendly checkout. Come join us!
To create your own personal account and become a part of the Done by Deer universe, go to our customer account page.
Send us an e-mail at shop@donebydeer.com and we will delete your account for you. Please remember to inform us which e-mail address you used to create the account.
Didn't find the answer to your question?
Contact us at shop@donebydeer.com and we will get back to you as soon as possible.
