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1. Can I track my order?
All orders sent from Doyoueven are sent via a traceable method via DHL or Australia Post. Upon dispatch from our warehouse you will be emailed a tracking number and link to track your parcel.
2. When will my order be sent out?
Orders are dispatched between Monday - Friday 9.30am - 5.30pm AEST/AEDT. Please allow up to 72 hours from order confirmation to dispatch.
Orders placed on Public Holidays or Weekends will begin their processing on the next business day.
3. How do I Exchange/Return my order?
Our returns portal is extremely easy to use. Simply click the following link and you can begin your return using your order number and postcode - https://returns.doyoueven.com/
Our Australian customers can return for an exchange, refund* or store credit.
For international customers, items can be returned for a store credit or refund*.
*Please note, items returned for a refund within Australia incur a $10 handling fee. Doyoueven does not cover the return shipping cost for international returns.
4. Is there a customs/duties charge or import tax for international orders?
In most cases, yes. International orders may incur customs duties and taxes, which are payable by the customer.
Import taxes, customs/duties are enforced by local Governments and are not controlled or imposed by Doyoueven, or our chosen freight provider.
If you are unsure whether this is applicable for your destination country we recommend you contact your local customs office for more information.
If an order is refused based on the import tax, customs/duties, it will be returned to sender (Doyoueven) and refunded*.
*The refund amount does not include the original shipping cost.
5. Do you deliver to PO Boxes?
Yes, we do for most countries, but if you are unsure please contact us at email@example.com and we can let you know.
6. I think my order has gone missing, what do I do?
These things can happen unfortunately, don’t worry we’re here to help!
In the event of a lost parcel, please ensure you have checked your delivery times and that your order is at least 2 business days past your expected delivery, before contacting us. You can check our standard delivery times on our Delivery page - https://www.doyoueven.com/pages/support/.
If your order is outside of its delivery time and receiving no tracking updates, please contact us (firstname.lastname@example.org) and we will lodge an investigation for you with your elected courier service. Please note this process can take up to 2 business days to initiate and up to 7 business days to investigate thoroughly. In the event of a lost parcel by fault of the courier, we will reimburse or replace your order once an investigation has been closed.
7. I just placed my order, can I cancel/change it?
We aim to process orders super quickly in our warehouse, as a result we cannot guarantee cancelations or changes can be made.
However, we recommend you contact our friendly Customer Service Team via Live Chat, Email or Facebook DM urgently and we will try our best to help you.
If we are unable to cancel or change your order in time, our returns process is super easy and we will work with you until the process has been finalised and you’re happy with the outcome.
8. What payment methods do you accept?
We accept the following merchants through our secure payment gateway:
- AfterPay (AUS / NZ, USA & UK only currently)
- Klarna (AUS and USA)
- ZipPay AUS
9. How do I know you received my order?
Successful orders will display a Thank You page with your order number and confirmation immediately after completing your order.
A confirmation email with your order number, invoice and details will also be sent. This should come through within an hour, but sometimes can go to your spam - so please check your junk to make sure if you haven’t received a confirmation.
If you haven’t seen or received either of these, please contact our friendly Customer Service Team via Live Chat, Email or Facebook DM urgently and we will be more than happy to help you.
10. What is currency conversion?
Currency conversion means you pay and order your items in your country's native currency, which means no conversion fees!
The currencies supported via our multi-currency gateway are:
- Australian Dollar (AUD) (this is our default currency)*
- United States Dollar (USD)
- Canadian Dollar (CAD)
- Pound Sterling (GBP)
- Euro (EUR)
- Hong Kong Dollar (HKD)
- Japanese Yen (JPY)
- New Zealand Dollar (NZD)
- Singapore Dollar (SGD)
*if you don’t see your currency above, the total order amount will appear in our default currency at checkout; AUD. However, don't be alarmed as it will convert to your usual currency as it will state in your bank account. This means, you will still get charged in your usual currency after payment but the website will state the dollar amount in AUD at checkout.
11. What should I do if I receive a faulty or incorrect item?
In the event you have received an incorrect or faulty item, please contact our Customer Support Team (email@example.com) with your order number and brief description of the issue and we will happily find a solution for you.
Do you have another question that was not answered here..? Please send us your enquiry via email (firstname.lastname@example.org), Facebook DM or use the Live Chat option on our website and one of our Customer Service Team will be in touch within 24hours.