Here you can find the answers to our most frequently asked questions. If the answer you are looking for isn't available, don't hesitate to contact us, our team is happy to help.

Flagship Stores

What are the opening days and hours of our Flagship Stores?

Our Flagship Store in Amsterdam welcomes you on:
Monday to Saturday from 10:00 AM to 6:00 PM
Sunday from 11:00 AM to 5:00 PM

Our Flagship Store in Düsseldorf is open on:
Monday to Saturday from 10:00 AM to 6:00 PM

Our Flagship Store in Antwerp welcomes you on:
Monday to Saturday: 10:00 AM - 6:00 PM

For more details about our Flagship Stores, please click here: Flagship Stores

How can you get in touch with one of the Flagship Stores?

Flagship Store Amsterdam:
Email - flagship-store-amsterdam@donsje.com
Phone - +31 20 210 15 99 

Flagship Store Düsseldorf:
Email - flagship-store-dusseldorf@donsje.com
Phone - +49 173 6740826

Flagship Store Antwerp:
Email - flagship-store-antwerpen@donsje.com
Phone - +32 3 318 32 11

Can you return your purchased items at one of the Flagship Stores?

Yes, you can certainly return or exchange an item at one of our Flagship Stores.
However, items purchased during promotions or other special events cannot be returned or exchanged at our Flagship Stores.

Delivery & Order

When will my order be shipped?

You can check the different delivery times and costs by country through this link.
After placing your order, you will receive an order confirmation email with a track & trace link.
Your order will be delivered as swiftly as possible, but in exceptional cases, the delivery may take longer.
For any inquiries about your order's delivery, feel free to reach out to us by sending an email to info@donsje.com.

Please note that during special events, the delivery of an order might take longer.
Rest assured, we always strive to dispatch your package as quick as possible.

Is it possible to modify or cancel my order?

For modifications or cancellations of an order, please contact info@donsje.com.
We're more than happy to assist you with your order!

Which countries does Donsje ship to?

We deliver worldwide to 40 different countries. Use the table available through this link to calculate delivery times and costs per country.

I have a complaint about an item I purchased from Donsje.

If you have received a damaged item, kindly email info@donsje.com.

In this email, please attach a photo of the damaged article along with the order number or proof of purchase.

Returns

Can you exchange your order?

Yes, you can exchange your order. For more information, please click on this link

It's also possible to exchange your order at one of our Flagship Stores in Amsterdam, Düsseldorf, or Antwerp.
However, please note that items purchased during promotions or events cannot be exchanged in our Flagship Stores.

What is the return period?

You have 30 days to return your purchase. Click on this link to initiate your return package.
The purchase amount will be refunded within 5 to 10 days after receiving your return, via the original payment method.
Click here for more information about our return policies.

How can you return your order?

Initiate your return through this link: Return Initiation. The costs for returning your package are your responsibility.
The purchase amount will be refunded within 5 to 10 days after receiving your return, via the original payment method.
We recommend keeping the track & trace link until the return amount is reimbursed.
Unfortunately, we cannot reimburse lost packages without a track & trace.

Sizes & Fits

Where can you find the right size?

To determine the size for your little one, we recommend consulting our size charts. If the size falls between two sizes, we recommend going for the larger size. For personalized advice, you can always email us at info@donsje.com; we're here to assist you in making the right choice.

Baby shoes
Baby clothing
Baby hat

Kids shoes
Kids clothing
Kids hat

Kapi Mittens
Leg warmers
Socks
Tights

How should you measure the little feet?

To determine your child's size, we recommend measuring your child's foot. Measure from the heel to the tip of the big toe using a ruler or tape measure. If the size falls between two sizes, we recommend going for the larger size. For personalized advice, email us at info@donsje.com; we're here to guide you in making the right choice. For more information, refer to our size charts.

Product Care

How can you maintain the finest quality of your leather item?

Donsje baby shoes and children's shoes are handcrafted from premium leather. The leather is durable and meticulously selected.
To ensure your product maintains its finest quality, we recommend the following:

Baby shoes:
- We recommend to avoid contact with water, direct lighting and heating sources. If the babyshoes do get wet, let them dry and tap them gently with a soft, neutral-colored cloth. Avoid over-exposure to direct lighting and keep them away from direct sources of heat such as radiators.

- To remove small amounts of dirt or spots from your leather baby shoes, you can use a dry nubuck/suede sponge or napping brush to gently remove the dirt. If necessary, you can use a soft damp cloth (not too wet) and gently clean the shoes by tapping them with the cloth to remove any persistent stains. Once finished cleaning, allow the shoes the time to dry, but do not place them in the sun or near a heater.
The shoes cannot be washed in a washing machine.

- We advise not to use any leather sprays for baby shoes to avoid that young children are exposed to hazardous chemicals.

Children's shoes:
- In order to protect your shoes against dirt and water, you can spray them with a special leather spray such as Collonil.
For shoes made of suede or nubuck we recommend a waterproofing spray such as Collonil.

- We recommend to limit contact with water, direct lighting and heating sources. If the shoes do get wet, let them dry and tap them gently with a soft, neutral-colored cloth. Avoid over-exposure to direct lighting and keep them away from direct sources of heat such as radiators.

- To clean the shoes, remove dry dirt and dust as much as possible, and subsequently take a soft damp cloth (not too wet) to gently clean the shoes by rubbing them down with the cloth. Once finished cleaning make sure to allow the shoes the time to dry, but do not place them in the sun or near a heater. Nubuck or suede shoes can be brushed delicately after drying. The shoes cannot be washed in a washing machine.

How can you maintain the finest quality of your Donsje clothing?

Donsje clothing is handcrafted from refined and soft materials. These materials are carefully selected based on their natural and sustainable attributes. To maintain the finest quality of your product, we recommend following the instructions on the label in the clothing.
In general, we advise washing our clothing at a maximum of 30 degrees Celsius and letting it air dry (avoid using a dryer).
Do not use bleach during the washing process. The clothing can be ironed at a minimal heat.

How can you maintain the finest quality of your leather accessories?

Donsje accessories are handcrafted from premium leather. The leather is durable and meticulously selected.
To ensure your product maintains its finest quality, we recommend the following:
- We recommend to avoid contact with water, direct lighting and heating sources. If the accessory does get wet, let it dry and tap it gently with a soft, neutral-colored cloth. Avoid over-exposure to direct lighting and keep it away from direct sources of heat such as radiators.
- To remove small amounts of dirt or spots from your leather accessory, you can use a dry nubuck/suede sponge or napping brush to gently remove the dirt. If necessary, you can use a soft damp cloth (not too wet) and gently clean the accessory by tapping it with the cloth to remove any persistent stains. Once finished cleaning, allow the accessory the time to dry, but do not place them in the sun or near a heater.
- Accessories cannot be washed in a washing machine.
- We advise not to use any leather sprays for accessories to avoid that young children are exposed to hazardous chemicals.

Payment

What payment methods are available?

We offer a wide range of payment methods! For online payments, donsje.com ensures optimal security by utilizing Adyen/Shopify Payments' internet checkout. All online payments are processed via a secure (SSL) connection.

Sustainability

What is the Shining Star Foundation?

Donsje helps children in the slums of Nairobi, Kenya, take their first steps in education. We donate a part of our profits to the Shining Star school. The school has been founded by the two managing directors of Donsje. The school is an ‘Early Childhood Development’ school for children from the ages of 2 to 9 years old. Today, the school provides a better start in life for over 250 children. Please visit ShiningStar-Africa for more information.  

What is Donsje currently doing concerning sustainability and the environment?

Throughout our entire process we pay special attention to your little ones’ safety, to building and maintaining relationships with our trusted partners and to the effect we have on our world.

Over the years we have developed our Sustainability Program based on four important pillars: Fair Trade Approach, Sustainable & Safe Materials, Environmental Commitments and Shining Star Foundation. These pillars guide us towards achieving our ambitions regarding sustainability and social responsibility. We care deeply about our community and uphold a high standard of social and environmental values which dictate our daily actions.

Learn more about our sustainability efforts.

Gift Cards

How can you use your gift card or discount code?

Our gift cards can be redeemed on our website at the checkout or at one of our Flagship Stores.

Can you redeem your gift card for cash?

A Donsje gift card cannot be returned or exchanged for cash.

How long is your gift card valid?

The gift card is valid indefinitely.

Can you redeem your gift card in-store?

Gift cards can be redeemed both online and in-store.

How will you receive your money back when payment is made with a gift card?

Whenyou make a purchase using a discount code/gift card, you'll receive a new code with the same amount. If any additional payment was made for the order, you'll receive a refund to your account.