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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!

    SHIPPING AND DELIVERY

    Doyoueven is based in Melbourne, Australia but 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 date of dispatch, not the date of order.



    **International Shipping Update**

    We are always looking to provide our international customers with the best value freight options available, and we are extremely pleased to be able to reinstate the AusPost Pack and Track service!
    This is a $15 AUD Flat Rate service with an estimated delivery time of between 10 and 20 days**
    While Pack and Track offers a cost effective shipping solution, if you are in immediate need of your items we do recommend using DHL Express.
    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 Pack and Track delivery times are estimates only, for further information please visit the Australia Post CoronaVirus updates page
    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

    Aus Post Pack & Track

    $15 Flat Rate

    10-20 Business Days

    International

    DHL Express

    $25 Flat Rate

    2-5 Business Days

    International

    Aus Post Pack & Track **NOT AVAILABLE**

    Free over orders of $150

    7-21 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

    **Please note - during COVID-19 we have extended the return period to 60 days**

    We truly hope that you will love your DOYOUEVEN pieces! However, in the event that you are unhappy with your purchase for any reason, we will happily accept your return providing it meets the below criteria:

    • Full price & sales* items can be returned for a full refund (less shipping) upto 30 days after receiving the product. (*this does not include final sale items)
    • We are unable to offer exchanges for wrong size, however you can simply return the incorrect size for an in-store credit and repurchase the correct size.
    • 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.
    • Returns must be received in their original, unworn condition, with all packaging, tags and labels attached. DOYOUEVEN reserves the right to refuse a return that does not comply with company standards and will return the garments at the customer's own expense.
    • Refunds and in store credits will be issued once returns have been received and approved for credit.
    • Store credits are valid for 12 months from the date of issue.
    TO INITIATE A RETURN, PLEASE FOLLOW THE STEPS LISTED BELOW:
    • Email contact@doyoueven.com
    • Please include your order number and reason for return (Faulty Item, Wrong Size, Incorrect Item Sent etc)
    • Faulty Items - please include photos that clearly show the fault and the DOYOUEVEN logo
    • An item is deemed ‘Faulty’ or ‘Not Acceptable Quality’ if:
      • There is a manufacturing fault
      • The product has been damaged during transit
      • It is unfit for purpose.
      • It is significantly different from the description or image.
      • It is received damaged on arrival.
      • The sizing/measurements do not match the size chart of the garment on the website (this is not an incorrect size choice)

    Please note that general wear and tear over time, damage caused by incorrect washing, neglect or misuse is not considered a manufacturing fault.

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

    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. - AfterPay (AUS / NZ only currently)
    6. - Google Pay
    7. - Apple Pay
    8. - New Zealand Dollar (NZD)
    9. - Singapore Dollar (SGD)

    We are working on US Afterpay ;)

    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
      • AfterPay (AUS / NZ only currently)

      We’re working on US Afterpay!

    • 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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