FREQUENTLY ASKED QUESTIONS (FAQ)
1. How can I place an order?
You can place an order in two ways:
By registering as a customer on www.donkeye.com
As a guest, without the need for registration
2. I'm having trouble completing my order — the cart page just reloads. How can I fix it?
This issue may be caused by your browser (e.g., Firefox, Chrome) or a pop-up blocker.
Try using a different browser or temporarily disabling pop-up blocking.
For assistance, contact us at: info@donkeye.com
3. What payment methods are accepted?
We accept the following payment methods:
Bank transfer
Credit card
Satispay
Stripe
Paypal
GooglePay
- ApplePay
4. How do I pay with Satispay?
Satispay is a free app that lets you pay online or in physical stores without entering card details.
Simply select your order, confirm it via the app, and you're done.
For more info: www.satispay.com
5. I'm looking for a specific model from a brand you carry, but I don’t see the color I want. Can I order it?
Yes! If the frame or color you're looking for is not listed on donkeye.com, just email us at info@donkeye.com with the following details:
Brand and model
Desired color
(Optional) Frame size
We’ll check availability in-store or if it can be ordered for you.
Since we carry many design brands, not all models are always listed online.
6. Can I cancel or return my purchase?
Yes. According to Italian Legislative Decree 206/2005 (Articles 50–68), you have the right to withdraw from your purchase if you are a private consumer (i.e., not purchasing for professional use).
You must send a clear written statement within 14 working days of receiving the product, expressing your intention to withdraw.
Return shipping costs are the responsibility of the customer.
For full details, see our Terms and Conditions of Sale.
7. How do I use a promo code?
During checkout, there is a dedicated field where you can enter your discount or promo code.
Simply enter it and click “Apply”.
8. How can I track my order shipment?
On the day your order is shipped, you’ll receive an email with the tracking number so you can follow your package.
9. I chose bank transfer as my payment method. If I send the CRO or receipt, can you process the order faster?
Sending the CRO code or transfer receipt can speed up processing.
However, shipment will only occur once the payment has been credited to our bank account.
We will send you an email confirmation as soon as we receive your payment