0

Frequently asked questions

Below you will find commonly asked questions regarding our website and bookstore. If you are unable to find your question in the list below, please contact our customer service.

1) What payment methods can I use on Donner.nl?

You can place an order with the following payment methods:

  • iDEAL - With iDEAL you can purchase your orders online based on specific security methods of your own bank: SNS, ASN, Regiobank, ING, ABN Amro, Rabobank, Knab, Triodos, van Lanschot and bunq.
  • Creditcard (Visa, MasterCard) - Pay safely with your creditcard.
  • PayPal - With PayPal you can purchase your order online with just your email address and password.
  • Book voucher - Before completing your order you can choose to pay with a book voucher. Unfortunately, it is not possible to pay online with a paper book voucher. Please note that from 1 July 2020 you are only allowed to use your book voucher for a maximum amount of €50,00. For the remainding amount you need to use another payment method such as iDeal or credit card.
  • VVV gift voucher - Before completing your order you can choose to pay with a VVV voucher. Unfortunately, it is not possible to pay online with a paper VVV voucher. Please note that from 1 July 2020 you are only allowed to use your VVV voucher for a maximum amount of €50,00. For the remainding amount you need to use another payment method such as iDeal or credit card.
  • Bancontact/ Mr. Cash - Online banking.
  • Maestro.
  • Sofort Banking - Secure European payment method.
  • SEPA Credit Transfer - Transfer money to the given bank account and indicate your order number. Upon receing your payment we start processing your order.
  • Pay in our store - You can place your order on our website and collect it at our store. You pay in advance or at the store.

2) What payment options do you offer in the store?

In our store located at Coolsingel in Rotterdam you can pay in cash, by debit card, creditcard (Mastercard/Visa), book voucher and VVV gift voucher (both paper and card vouchers).
Please note that when using a paper voucher you have to spend the total amount on your voucher, as we are unable to return you any remaining money.

3) Where is your store located and what are the opening hours?

The opening hours and all other information regarding our bookstore you can find on the Customer Service & Contact page.

4) Do you have your own gift voucher?

Although Donner does not have her own gift voucher, you can still support us by purchasing a book voucher in our store or on our website. This voucher allows you to pay for any item we offer for sale at Donner.
If you want to purchase a book voucher online, please visit www.boekenbon.nl.
Please note that it is not possible to use the book voucher for purchases from our subtenants such as Diner at Donner and Velvet Music Donner.

5) What are your delivery fees?

We have a free delivery service for all orders from €15,00 and shipped within the Netherlands or to Belgium.

  • For orders below €15,00 shipped within the Netherlands or to Belgium: €2,90 delivery fee per order.
  • Within Europe (including UK): €20,00 delivery fee per order.
  • Outside Europe: €30,00 delivery fee per order.

6) What are your delivery estimates?

Our delivery estimates depend on the items on your order:

  • For books in Dutch that are sent via our supplier applies: ordered on working days before 23.00, shipped the same day.
  • For books and other articles that are sent via our bookstore applies: ordered on working days before 16.00, shipped the same day.
  • For books in a language other than Dutch we have deviant delivery estimates. These specific estimates are indicated next to your article of interest.

Please be aware that due to the lockdown in December 2020 we experience delays with deliveries. Our bookstore aims to provide the postal delivery service in time with your order. If the track & trace informs that your package has not been received or processed yet, it means that the delivery service has not been able to register your package because of time constraints.

The estimated delivery times mentioned above only apply to orders within the Netherlands. For deliveries outside of the Netherlands we offer alternative estimates.

7) Is it possible to collect my order in the store?

Please note that due to the lockdown in December 2020 we only work with time slots. When completing your order, you have the option to choose to collect in our store. After we have processed your order, you will receive an email from us with an invitation for a time slot reservation.

If the ordered item is available in our store, you will receive within the same day a notice. You can find the stock status on the details page of the article of interest. We aim to present the stock status of our store as accurately as possible on our website. Unfortunately this is not always guaranteed: the last copy of an item could be sold or reserved while our website indicates differently. If an item is not in stock in our store, we will order you a copy. You will receive a notification from us when we have received your product. On the detail page of the relevant article you can find the estimated delivery time.

8) Is it possible to have my order wrapped as a gift?

Gift wrapping at Donner is entirely free. During your order you can choose to have your order wrapped. You can choose from regular wrapping paper and wrapping paper for children. During the Holidays you can also choose for Sint or Christmas wrapping paper. If you wish so, you can personalise your order with your own card message.

Please note that wrapped items can take up a longer delivery time as they are directly sent from our store rather than delivered by an external supplier. For more information on packing, please visit our Donner Packing - page.

9) What is your return policy?

Goods can be returned within 14 days.
Due to the pandemic we have extended our return period: all goods that have been purchased between 1 October 2020 en 27 December 2020, whether in our store or online, can be - provided that the products are not damaged and/or unread - returned or exchanged within two weeks after the end of the lockdown measures.

10) How can I return my order?

For orders on our website: please send an email to klantenservice@donner.nl with your order number and the concerning titles. In return you will receive an email with more information on the return process.

11) I have received my order but the invoice receipt is missing.

After receiving your order we will send you an email with your invoice receipt as a PDF.
Please note that we do not send invoice receipts for orders on e-books. In case you still want to receive an invoice, you can send us a mail with your request to klantenservice@donner.nl.

12) I have a question regarding an e-book.

For questions related to e-books and e-readers we kindly ask you to visit our e-book FAQ page.

13) Does Donner also sell second hand/used books?

We do not sell second hand books. However, we do have an independent antiquarian located in our store in Rotterdam: Antiquariaat Looijestijn. For questions concerning the purchase and trade of second hand books, please contact Antiquariaat Looijestijn: antiquariaatlooijestijn@gmail.com.

14) Can I sell my books to Donner?

For questions concerning the purchase and trade of second hand books, please contact Antiquariaat Looijestijn: antiquariaatlooijestijn@gmail.com. Antiquariaat Looijestijn does not sell studybooks.

 

For other information regarding our store, please visit our Terms and Conditions page.