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Doyoueven customer services are here to help!

Please note: Shipping times commence once the order has been dispatched from our facilities and you’ve received an email of fulfilment. Please also check your junk/spam folder as our replies can sometimes end up there!

    If I have a question about sizing or a recent order placed, what is the best way to get in touch with you..?

    Easily the quickest and most efficient way to get the answer you need is to contact us via Live Chat, Facebook Messenger or Email: contact@doyoueven.com

    Can I send you a DM via Instagram..?

    Of course! However during this period we receive literally hundreds of DMs, shares, comments, tags, requests etc, and if you have a specific question or request regarding an order that you have just placed, it will take longer for us to reply and your request might get missed. For all order, stock, size related questions, please hit us up via Live Chat, Facebook Messenger or email: contact@doyoueven.com

    When does the sale start..?

    The sale kicks off at 12pm AEDT, Monday 23rd November and ends at 11:59PM AEDT, Tuesday 1st December. For those around the globe 🌏 Mon 23rd NOV 12PM AEDT 🇦🇺 Mon 23rd NOV 2PM NZDT 🇳🇿 Sun 22nd NOV 5PM PST 🇺🇸 Sun 22nd NOV 8PM EST 🇺🇸 Sun 22nd NOV 7PM (Central Time) CT 🇺🇸 Sun 22nd NOV 8PM EST 🇨🇦 Mon 23rd NOV 1AM GMT 🇬🇧 Sun 22nd NOV 2AM CET 🇪🇺

    What is the DYE Blackout offer this year..?

    We’re offering discounts of up to 60% OFF site wide! The sale price and discount will be listed on each item so you can see exactly how much you’re saving! Plus, we will be breaking items down into the following two categories to make it even easier for you to save on your DYE faves: 20% to 39% OFF 40% to 60% OFF

    Are there any specialty offers..?

    Sure are! This year the we’re offering two exclusive limited edition Blackout bundle packs: Spend over $250 and score yourself an exclusive ‘not for sale’ pack valued at $65 featuring a DYE Skipping Rope, Flight Bag & Protein Shaker. Spend over $400 AUD and double the value with an exclusive ‘not for sale’ pack valued at $125 featuring a DYE Blackout Cap, Water Flask and Duffle Bag!

    Can I choose the Tier 1 items if I spend over $400..?

    No, unfortunately these are specific to each tier.

    Are there any special release items for Black Friday..?

    Yep, there sure are.. you’ll need to wait until the Thursday before we announce the surprise for this one..! Stock on these custom items will be extremely limited, so get in quick!

    How much do I need to spend to get Free Shipping on international orders..?

    Unfortunately we are unable to offer any international Free Shipping this year.

    What is the freight cost for International orders..?

    While we absorb much of the freight charge, there is a $20 AUD flat fee.

    What is the freight cost for Australian order..?

    All Australian orders under $100 are shipped via Australia Post eParcel Express at a $10 flat rate. All orders over $100 receive FREE SHIPPING!

    How is my order shipped..?

    All international orders are shipped EXPRESS via DHL and generally take between 5-10 business days to arrive. All orders within Australia are also shipped EXPRESS via AusPost eParcel and usually take between 2-5 days to arrive depending on your location.

    Where has the $15 AUD Pack and Track service gone..?

    Given the extremely busy nature of the Black Friday/Cyber Monday period, we want to ensure your treasured DYE items are received as quickly as possible, as a result ALL orders will be shipped via DHL Express. We have also reduced the cost of Express Shipping to $20 AUD on ALL international orders!

    Will my order be delayed..?

    Due to the significant increase in orders we receive during this period, plus the worldwide situation with COVID-19, you may see a slight delay in your order of up to 5 business days.

    Will I need to pay extra charges, duties or taxes on top of the $20 AUD freight cost to receive my order..?

    In most cases, unfortunately the answer is YES. This is a local government charge and is not in any way imposed by Doyoueven. We recommend you contact your local customs office to see if duties or taxes are payable in your country.

    Can I add to my order after I check out..?

    Unfortunately not, once an order is confirmed you cannot add to it.

    I’ve made an error on my order, can I change my size or address..?

    We will do everything we can to accommodate all changes requested like this, however you must get in touch with our Customer Support team as soon as possible. During the sales period, our Warehouse works around the clock to dispatch your orders as quickly as possible, therefore it may not be possible to meet every request. For the quickest response, please jump on our Live Chat, or send us an email: contact@doyoueven.com

    Is there a place I can sign up to get all the information and exclusive deals..?

    YES! Head to www.doyoueven.com/pages/bfcm-sign-up and sign up. You’ll receive all the information needed to get the most out of this awesome sale!

    What is the new ‘Wishlist’ feature..?

    The Wishlist allows you to pre-populate your cart with all your DYE favourites to help ensure you don’t miss out and can check out super quick! **Please note: The Wishlist does not secure the items for you, it simply works as a way in which you can create a virtual cart overtime then checkout when the sale starts. Stock is only allocated to your order once you check out.**

    I had an item in my Wishlist cart, but when I went to checkout it was sold out!

    The Wishlist does not secure the item for you, it simply works as a way in which you can populate your cart overtime then checkout when the sale starts. Stock is only allocated to your order once you check out.

    Can I use a discount code during the sale..?

    No, sorry. Discount codes will not work in conjunction with the Blackout Sale as all products have been heavily discounted already.

    I have a store credit, can I use that..?

    Yes, however it works a little different during the Blackout sale period. Please contact Customer Support via Live Chat, Facebook Messenger or Email and we will be more than happy to explain how this works.

    I won a gift card on a recent Instagram promotion, can I use that..?

    Yes, however it works a little different during the Blackout sale period. Please contact Customer Support via Live Chat, Facebook Messenger or Email and we will be more than happy to explain how this works.

    Can I return items purchased during the Blackout Sale period..?

    Yes you can! Returns will be processed as per our normal returns policy: Full price & sales* items can be returned for a full refund less shipping within 30 days of receipt of product. We are unable to offer exchanges on wrong size items for international customers, however you can return for a credit note and repurchase the correct size. Returns must be received in their original, unworn condition, with all packaging, tags and labels attached. Doyoueven reserves the right to refuse returns that do not comply with company standards and will return the garments at the customers own expense. Return shipping is payable by the customer. We recommend using a prepaid, traceable method to ensure safe delivery. Doyoueven takes no responsibility for missing parcels without proof of delivery. Credit notes will be issued once returns have been received and approved for credit.

    What payment options do you have available..?

    This year, we have more payment options than ever before! Afterpay for customers in Australia, New Zealand.. Clearpay for our awesome UK fam.. plus the usual CC, PayPal and ZipPay options!

    I'm trying to add the code 'BFCM15' to my cart but it won't work...?

    The 'BFCM15' code is only activated when your cart reaches $250 AUD.

    SHIPPING AND DELIVERY

    Doyoueven is based in Melbourne, Australia and we ship worldwide.

    We deliver to over 200 countries; including the USA, Canada, United Kingdom, Asia and certain countries around Europe.

    Shipping times and costs will vary depending on your delivery location and shipping method.

    Doyoueven sends all parcels via a pre-paid, traceable, safe method of delivery. Shipping times are indicative from the date of dispatch, not the date of order.



    **International Shipping Update**

    Due to circumstances beyond our control as of Wednesday the 11th November 2020, we are no longer able to offer the $15 AUD AusPost Pack and Track service.

    From this date, all orders will be shipped EXPRESS via DHL for a flat rate of $20 AUD.

    The estimated EXPRESS delivery time is between 5 and 10 business days**

    Given the current situation with COVID-19 and the significant increase in global freight charges, regrettably we cannot offer free shipping at this time. We have already seen things can change dramatically with international shipping and as a result we are monitoring this situation very closely.

    **Please note the above delivery times are estimates only.

    Please be aware that International orders may incur import duties and taxes, these are payable by you, the customer. If you are unsure whether this is applicable for your destination country we recommend you contact your local customs office for more information.


    If you would like to know where you can track your parcel once it arrives in your country, you can find it here.



    **Australian Shipping Update**

    Here at Doyoueven we pride ourselves on providing you, our DYE Community, with the best online shopping experience possible. This is why we partner with the best possible freight companies to ensure the quickest, most efficient and affordable delivery times possible.

    Unfortunately due to the impact of Covid-19 this year, we are unable to maintain our current Australian shipping costs. Effective from the 25th of September 2020 we will be raising our free shipping threshold to $100AUD and our standard shipping rates for purchases between $0-$99.99AUD to $10AUD. This will allow us to continue providing everyone who shops through DYE the best experience possible!



    We appreciate your continued support during this tough time and thank you for being part of Team DYE.

    SHIPPING TIMES

    COUNTRY

    METHOD

    COST

    DELIVERY TIME

    Australia

    AusPost Express E-Parcel

    $10

    2-3 Business Days

    Australia

    AusPost Express E-Parcel

    Free over orders of $100

    2-3 Business Days

    International

    DHL Express

    $20 Flat Rate

    5-10 Business Days

    All pricing is displayed in AUD

    Still don’t see what you’re looking for? Check out our FAQ’s page

    ORDER TRACKING

    All orders sent from Doyoueven are sent via a traceable method, upon dispatch from our warehouse you will be emailed a tracking number and link to track your parcel.

    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.

    WRONG SHIPPING ADDRESS OR ORDER PLACED

    We aim to process orders super quickly in our warehouse so usually we cannot change or cancel orders placed. However, you can contact our friendly customer service team via live chat, email or DM and we will try our best to assist you where we can.

    If we can’t assist with cancelling or changing your order, our returns policy is super easy (and yes we do refunds!).

    If we can’t assist with cancelling or changing your order, our returns policy is super easy (and yes we do refunds!).

    CUSTOMS AND IMPORT DUTIES ON INTERNATIONAL ORDERS

    Please be aware that International orders may incur import duties and taxes, these are payable by you, the customer. If you are unsure whether this is applicable for your destination country we recommend you contact your local customs office for more information.

    Still don’t see what you’re looking for? Check out our FAQ’s page

    DOYOUEVEN RETURNS POLICY

    **FYI - we know how tough the last year has been, so during COVID-19 we have extended our return period to 60 days**

    We truly hope that you will absolutely love your DOYOUEVEN pieces! However, in the event that you are unhappy with your purchase, we will happily accept your return within 30 days (ok, 60 during COVID-19) providing it is as new and with the tags attached.

    It’s absolutely fine to try your new item on, however a massive gym session or run is maybe not so fine.

    For all our loyal Aussie customers, if you’re looking for an exchange or store credit, we’ll happily cover the cost of the return shipping for you. If it’s a refund, we subtract $10 to help cover the shipping cost.

    If you’re from our awesome international community, unfortunately right now we can only offer a refund or store credit.. I know, I know, I promise we’re working on it!

    READY TO KICK OFF YOUR RETURN..?
    • Jump through to our super easy returns portal here!
    • Just enter your ORDER NUMBER and POST/ZIP CODE and all your items will be there!
    • Select the item you want to return, follow the prompts and you’ll be finished in no time.
    A few quick points to note, AKA the fine print:
    • DYE Masks, DYE Seamless Thongs and Marked Crew Socks cannot be returned due to health and hygiene reasons, sorry.
    • All returns are sent to and processed in our facility in Melbourne, Australia.
    • There is no expiry on store credits, however they must be used in the one transaction.
    AUSTRALIAN CUSTOMER RETURNS
    • Before you return your item, please make sure you have attached the return label that was provided when you finished your return. If there is no label we won’t know it’s you..!
    • Once your item has been packaged and the label attached, it’s good to go! Please drop it off at any Australia Post location.
    INTERNATIONAL CUSTOMER RETURNS
    • We can’t offer free international returns at the moment, so unfortunately this cost will need to be covered by you. Pro tip - a prepaid, traceable service is best, so if anything happens to your order, we can track it.. (If it gets lost, it’s not your fault!)
    • It’s super important that you make sure your return label is attached before returning the item. The return address is provided in the final step of the returns page. Oh, please also remember to include your sender information (Full Name, Order Number and Email Address) so we know who you are. (Please note, we do not refund the shipping amount you originally paid on your order).
    FAULTY ITEMS:

    Unfortunately, sometimes items that are not 100% can slip through, we get it. Don’t worry, we’re here to help! If you think your item is not quite right, please email our customer service team (contact@doyoueven.com) before diving into your return.

    So we can help get you on your was as quickly as possible, please include the following info in your email:

    • Your order number
    • Photos that clearly show the fault and the DOYOUEVEN logo

    Here are a couple of quick points on how an item is deemed faulty or not acceptable quality:

    • There is a manufacturing fault.. Of course.
    • The product has been damaged during transit.. Not your fault!
    • It is significantly different from the description or image.. It has three arm holes..!
    • The sizing/measurements don’t match the size chart of the item on the website.. This is not an incorrect size choice BTW..

    General wear and tear over time, damage caused by incorrect washing, neglect or misuse is not considered a manufacturing fault.. However if you are unsure about anything, simply send us an email and we will be very happy to help.

    PAYMENTS

    Doyoueven wants to make your experience as easy as possible, which is why we use a multi-currency platform allowing you to shop & check out in your own currency - goodbye conversion rates.

    The currencies supported via our multi-currency gateway are:

    1. - Australian Dollar (AUD) (this is our default currency)*
    2. - United States Dollar (USD)
    3. - Canadian Dollar (CAD)
    4. - Pound Sterling (GBP)
    5. - Euro (EUR)
    6. - Hong Kong Dollar (HKD)
    7. - Japanese Yen (JPY)
    8. - New Zealand Dollar (NZD)
    9. - Singapore Dollar (SGD)

    *if you don’t see your currency above, you will be charged in our default currency AUD

    Our preferred secure third party gateway provider is Stripe for processing all online transactions. Using a third party gateway means all your sensitive information cannot be accessed.

    We accept payments from the following merchants:

    1. - Maestro
    2. - Mastercard
    3. - Visa
    4. - PayPal
    5. - Klarna AUS
    6. - AfterPay (AUS / NZ & the UK only currently)
    7. - Google Pay
    8. - Apple Pay
    9. - New Zealand Dollar (NZD)
    10. - Singapore Dollar (SGD)

    We are working on US Afterpay & Klarna ;)

    Still don’t see what you’re looking for? Check out our FAQ’s page

    Support

    • 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. Can I exchange an item?
      We do not offer exchanges, but recommend returning your item for a credit note and purchasing your correct size. Feel free to read through our returns policy here to initiate a return.
    • 4. Will I be charged customs and duties taxes?

      International orders may incur import duties and taxes, these are payable by you, the customer.

      If you are unsure whether this is applicable for your destination country we recommend you contact your local customs office for more information.

      Parcels sent that have their customs and duties taxes refused will be returned to sender and refunded less delivery & cost of return to our warehouse.

    • 5. Do you deliver to PO Boxes?

      Yes, we do for most countries, but if you are unsure please contact us at contact@doyoueven.com and we can let you know.

    • 6. I think my order has gone missing, what do I do?

      We’re sorry to hear that your order is lost, we’re here to help!

      In the event of a lost parcel, please ensure before lodging an enquiry with Doyoueven you have checked your delivery times and that your order is at least 2 business days past your expected delivery. You can check our standard delivery times on our Delivery page here.

      If your order is outside of its delivery time and receiving no tracking updates, please contact us at contact@doyoueven.com 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 it?

      We aim to process orders super quickly in our warehouse so usually we cannot change orders placed. However you can contact our friendly customer service team via live chat, email or DM and we will try our best to assist you.

      If we can’t assist with cancelling or changing your order in time, our returns policy is super easy (and yes we do refunds!) check it out here.

    • 8. What payments do you accept?

      We accept payments from the following merchants through our secure third party Stripe gateway:

      • Maestro
      • Mastercard
      • Visa
      • PayPal
      • Klarna AUS
      • AfterPay (AUS / NZ & the UK only currently)

      We’re working on US Afterpay & Klarna!

    • 9. How do I return my package?

      At Doyoueven we are happy to offer a 30 day return policy for change of mind.

      To initiate a return please email returns@doyoueven.com with your order number, product name/colour/size and reason for return and a member of our team will be in contact with a Returns Authorisation number and Returns Form to lodge your return.

      Check out our full Returns Policy here to see if you are eligible for return.

    • 10. 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, DM or email to check your order status for you.

    • 11. 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 will the website will state the dollar amount in AUD at checkout.

    • 12. What should I do if I receive a faulty or incorrect item?

      Sometimes mistakes do happen! In the event you have received the wrong or a faulty item, please contact our team at contact@doyoueven.com with your order number for further assistance.

    • 13. Why has my order been cancelled?

      Due to the high influx of orders we receive everyday, sometimes products can sell out. In the event we are out of stock of your item, we will contact you immediately and issue a full refund.

      If only part of your order has sold out, we will offer a partial refund and send the remainder of your order, or a full refund of the entire order if you wish.

      Still don’t see what you’re looking for? Please email contact@doyoueven.com , DM or live chat us with your query and one of our Customer Service Team will be in touch within 24hours.

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