Donkey Help

DONKEY LIFESTYLE - FAQ'S

CONTACT INFO

Donkey Lifestyle Private Limited

124, Master Mind -1, Information Technology Park,

Royal Palms Estate, Goregaon East,

Mumbai 400065, Maharashtra, INDIA.

CIN:U18109MH2019PTC324162

Email: wecare@donkeyonline.in

Website: donkeyonline.in

 

GENERAL


1.    How do I choose the correct size? 

You can view the sizing information of a product by clicking on the Know your size link just above the size options on the product's page. This link will open a specific size chart for the selected product's category. 

Our size charts have predefined sizes depending on the type of product.  

 

2.    What do I do if a product is not available in my size or preferred colour? 

If a particular product is not available in your size or your preferred color, you can choose to be notified when we bring it back in our stock. If you are logged on to our website as a User, your email id will be prefilled in the email text area, else you will need to enter your email id to be notified. We will email you as soon as the product is back in stock. 

 

3.    Is it mandatory to create a DonkeyOnline.in account to shop? 

Yes, it is necessary to create a DonkeyOnline.in account to shop on this site. The process of creating an account shouldn't take more than a couple of minutes. Your DonkeyOnline.in account will allow you to track your orders, receive the status of your orders via email as well as remain notified on exclusive offers, newsletters and much more. 

 

4.    How do I create a DonkeyOnline.in account? 

Simply click “Join” at the top of the page and enter your details under Register. 

 

5.    What if I forget my password? 

If you have forgotten the password of your DonkeyOnline.in account, click on the "FORGOT YOUR PASSWORD?" a link next to the "LOGIN" button. Clicking it will redirect you to a new page where you will be required to enter the registered email id of your DonkeyOnline.account. After clicking "SUBMIT", an email with a link to reset your password will be sent to the registered email id. Kindly follow the instructions on this email to create a new password for your DonkeyOnline.in account. 

 

6.    How do I change my password? 

After logging on, you can change your password at any time by clicking on 'Welcome' or 'Your Name' on the top of the page. Clicking it will redirect you to "My Account." Select the "Settings" tab and under "Personal Details" you will find "Change Password". Clicking "Change Password" will open a pop-up which will prompt you for your current password and new password details. 

 

7.    I have received a password change initiation email. However, I did not raise any such request. What do I do? 

If you have not raised such a request, kindly ignore this email. Your password will not be changed unless your proceed with the steps outlined in the email. 

 

8.    How will I know if my order has been placed successfully? 

As soon as your order is successfully placed, you will be redirected to the “Thank You” page which will have your order information. An email and SMS will also be sent as a confirmation with your order related details. 

 

9.    Can I change my shipping address after I have placed an order? 

We regret to inform you that once you have placed an order, you will not be able to change your shipping address. 

 

10. Can I modify my order after it has been placed? 

Once an order has been placed, it cannot be modified. 

 

11. How will my order be delivered to me? 

DonkeyOnline.in has partnered with FedEx, GoJavas, DTDC, etc. courier services for shipment of the products. Depending on your location and reach, we will allocate the delivery of your order to one of our courier partners.  

 

12. In how many days will my order be delivered? 

The expected delivery date is calculated based on your location and reach. It will be mentioned on the “Thank You” page and in order related emails.We stock all our products with us and attempt to process and ship each order on priority. 

 

13. What is your Return Policy? 

We have a 7 day Return Policy, that initiates from the date of delivery to the customer. To maintain strict hygiene standards of our products, we do not accept returns on Innerwears, Vests, Underwears, Briefs, Bras, Panties, Camisoles, Tank Tops, Shapewears, Thermals, Socks or any other product falling under the Innerwear category. However, we do accept returns on Outerwears. Please see our Return Policy Page for more information. 

 

14. How do I subscribe to DonkeyOnline.in’s newsletter? 

If you have created an account on DonkeyOnline.in’s website, you will automatically be subscribed to our newsletters. If you want to subscibe to our newsletter without creating a DonkeyOnline.in account, please type in your email address in the space provided next to "Newsletter Subscription." 

 

15. How do I unsubscribe from DonkeyOnline.in’s newsletter? 

After logging on, you can unsubscribe from our newsletter by clicking on "Welcome" or "Your Name" on the top of the page. Clicking it will redirect you to "My Account." Select the "Settings" tab, choose the "Inactive" option and click the "APPLY" button. On the newsletter, there will also be an unsubscribe link at the bottom of the email. 

 

16. How do I search for a particular product on the website? 

At the top of every page, you will find a Search box. Enter the keyword of what you are looking for within this Search box, and press the "Enter" button on your keyboard or button next to the text box. If you are still having trouble finding what you are looking for, kindly call our Customer Care number and we will gladly help you. 

 

17. What if I receive a product with different design than what is displayed on the website? 

We strive to deliver the product as it appears on the website. However, if it appears that the product design you received is different from what is displayed on the website, please note the following:

  • Products with check, print or stripe designs may be changed on a monthly basis. If this is the case, a particular deisgn may be discontinued or out of stock. We will explicitly mention this on the Product's Page wherever this may be a possibility.
  • Certain colours on the website may slightly appear different from the original colour of the product. This may be due to the display resolution of your Web-browsing device.

 If you would like to raise a request for this issue, please see below (Q18.) 

 

18. How do I raise a request? 

To raise a request for any issue, please email us at wecare@donkeyonline.in. If you are emailing, kindly use the registered email id for your DonkeyOnline.in account as it will allow us to better process your request. Once your request has been lodged, an email with a request ticket id will be sent to you.   

 

RETURNS 

 

1. Is there any particular product which is non-returnable? 

To maintain strict hygiene standars of our products, we do not accept returns on Innerwears, Vests, Underwears, Briefs, Bras, Panties, Camisoles, Tank Tops, Shapewears, Thermals, Socks or any other product falling under the Innerwear category.  

 

2. Can a partial order be returned? 

If you have ordered several products from DonkeyOnline.in, you are eligible to return a part of the order. Your order can only be returned as it was received:  

  • The product(s) should be purchased only from www.donkeyonline.in and not from any other retailer be it online or offline.
  • Return request should be raised within 7 days from the date of delivery.
  • Product(s) should be unused (other than fit trial) and unwashed.
  • There should be no stains, marks, stitches or holes in the product(s) caused by the consumer.
  • All the tags and original packaging should remain intact and should be sent along with the product(s).
  • Original Invoice shall be returned with the product(s).
  • Product(s) should reach us in sellable condition.

 

Kindly visit our Return Policy page for more information. Your return request will be further handled by our Quality Check Team's standards.Kindly note that during a promotion, specific rules will apply for returning a promotional product. We do not accept returns on consumer promotion / freebies if the correct product has been delivered, only in case we send a wrong product or wrong size we will accept return. 

 

3. How much time does the return and refund process take? 

After placing your return request, it will take approximately 3 to 4 business days for our assigned courier service to pick up the product from the shipping address associated with that order. The returned product will then be delivered to our warehouse where it will undergo an inspection by our Quality Check Team. Our Quality Check Team will conduct an analysis to determine if the product is suitable for a refund. Once deemed refundable, our Quality Check Team will initiate a refund request. An email will be sent to your DonkeyOnline.in registered email id stating a refund has been approved for your returned product.

Please note: It will take approximately 3 to 4 business days from receiving your returned product at our warehouse to initiating a refund request. Once the refund request is initiated, the time taken for the refund amount to be reflected in your Bank account will depend on the mode of payment chosen upon purchase (Please see the table below). Also, depending on the mode of payment chosen upon purchase, the method for refund will be the following:  

 

Payment Mode

Refund Method

Refund Receipt Time (After Initiation)

Credit Card

Reverse Credit

5 to 7 Banking Days

Debit Card

Credit in Bank Account

7 to 14 Banking Days

Net Banking

Credit in Bank Account

7 to 14 Banking Days

Cash-on-Delivery

Bank Transfer/NEFT

2 to 4 Banking Days

Wallet

Wallet

2 to 4 Banking Days

 

Please note that the table above approximates the Refund Receipt Time. The Refund Receipt Time for Debit Card and Credit Card modes of payment, will depend finally on the Bank. Please note that there may be an additional delay for Nationalized Banks.  We advise you to check your Bank Statement within the Refund Receipt Time for all modes of payment. If you receive an SMS from your Bank whenever there is a credit transaction within your account, please note that if the refund amount is less than Rs. 5,000, you may not receive an SMS once the refund has been credited. We advise you to check your Bank Statement within the Refund Receipt Time. Depending on the mode of payment chosen upon purchase and external circumstances, the total time it will take from the return product being collected to a refund being reflected in your bank account ranges from 10-20 banking days. 

 

4. How do I know if the product I returned has reached your warehouse? 

When your returned product has been received at our warehouse, an email will be sent to your DonkeyOnline.in registered email id. 

 

5. How will I receive my Refund?

If the mode of payment chosen upon purchase was Credit Card, Debit Card or Net Banking, we can reverse the credit to the Credit Card, credit the Debit Card or credit the Net Banking account respectively. Please see the table in Q3. (above) for modes of payments and their refund methods. - If the mode of payment chosen upon purchase was Cash on Delivery (COD), kindly read on: After placing your return request with our Customer Care, you will be required to email your Bank Account Details and Order Details to wecare@donkeyonline.in from your DonkeyOnline.in registered email id. When a refund request has been initiated by our Quality Check Team (see Q3. above), the Refund Amount (excluding the COD charge) will be remitted to your Bank Account. The Bank Account Details and Order Details required to send to wecare@donkeyonline.in are as follows: 

1) Bank Account number

2) Account holders name

3) Bank branch

4) Bank name

5) IFSC Code (Indian Financial System Code)

6) Order ID  

Kindly note that it will take approximately 2-4 Banking Days for the Order Amount to be transferred to your Bank Account. 

 

6. How and where do I return a product? 

1) You must return the gift or promotional item which accompanied the order. 

2) Kindly ensure that the product(s) you wish to return is safely placed in a deliverable package. This is to prevent any externalities occuring to the returned product as it gets transported to our warehouse.   

3) Please do mention the Return Request ID sent to your registered email id and send the package to the delivery address mentioned below 

DONKEY LIFESTYLE PRIVATE LIMITED

 

124, Master Mind -1, Information Technology Park,

 

Royal Palms Estate, Goregaon East,

 

Mumbai 400065, Maharashtra, INDIA.