Customer Care

CUSTOMER CARE

1          PAYMENT METHODS, SECURITY & CURRENCY

PAYMENT METHODS

CREDIT CARDS - We accept Visa, Mastercard and American Express. Paypal is also available at checkout.

STORE-CREDIT & GIFT CARDS - Customers may also use store-credit or a gift card to make a purchase. A store-credit or gift card issued by Dough are valid for 12 months from the date of issue and may be combined.

AFTERPAY - Afterpay is an interest free payment plan service. It is only available to Australian customers (i.e. customers with an Australian billing address). Please see the Afterpay website for more information.

PAYMENT SECURITY AND ORDER VEERIFICATION

Dough is committed to maintaining the highest levels of security and protection against fraud. All orders submitted through our website are protected by **. In the event that a purchase is not authorised by the card holder, the card holder must notify their credit card provider immediately.

For the protection of our customers, some orders may also be subject to payment verification by Dough to ensure that the cardholder has authorised the payment. In such a case, your order will be put on hold and we will contact you.

CURRENCY & CONVERSIONS

Dough.com is an Australian website. Your card will be charged in AUD and any conversions will be handled by your financial institution.

2          ORDERING PROCESS

ORDER CONFIRMATION

Once a successful payment has been made, an order confirmation email is sent to your nominated email address. If you do not receive a confirmation email, please let us know.

 

CHANGING OR CANCELLING AN ORDER

Unfortunately, we are unable to make any changes or cancel an order once it has been placed. Please make sure to carefully review the items in your cart and shipping information before placing the order.

If you have made an error in your delivery address, please contact us immediately. However, as we aim to pack and ship orders within 2 -3 business days we cannot guarantee that your requests can be made. If your order has already been shipped, Dough accepts no responsibility for lost or stolen items where incorrect details have been entered.

Please note we reserve the right to cancel any order at any time, at our sole discretion.

3          SHIPPING & DELIVERY

PROCESSING TIME

Orders placed on a weekday (Monday – Friday (Melbourne, Australia)) will be processed within 24 hours of the next business day.

Orders placed on weekends and public holidays will be processed within 24 hours of the next business day.

All orders will then be dispatched within 1-3 working days.

We do our best to ensure that all orders are packed and dispatched in a timely manner. However, there may be occasions, particularly during busy periods, where this is not possible and there may be a small delay to the processing and/or dispatching of orders.

SHIPPING ADDRESS & ATTENDANCE

Please make sure that you have provided the correct shipping address in your order. Once your order has been dispatched and is on its way to you, we are unable to change the shipping address.

Please also note that a signature will be requested for all deliveries. Therefore, please ensure that someone is available at your delivery address on the day of delivery. If an authorised person is not present to sign for your delivery the driver will leave a card and the delivery will be returned to the nearest collection centre for you to collect.

Shipments which are rejected by the receiver will result in the customer incurring redirection fees. On the instance that a shipment is rejected by the receiver, it is the customer’s responsibility to contact us to notify us of the situation.

SHIPPING WITHIN AUSTRALIA

SHIPPING OUTSIDE AUSTRALIA

POSSIBLE SHIPPING DELAYS

Please keep in mind that delivery timeframes supplied by Dough have been provided by our shipping carriers are are estimates only. Therefore, there may be occasions where your order can arrive outside the estimated delivery date which is outside our control. Dough is not liable for any loss or damage suffered by you through any reasonable or unavoidable delay in delivery.

International orders may also be subject to delivery delays as a result of customs charges and clearance procedures that they are subject to when they reach their destination country.

DUTIES & TAXES – INTERNATIONAL ORDERS

All packages are shipped from Australia. Therefore, all international packages may be subject to duties and taxes upon arrival when it reaches your own country. These duties and taxes are the responsibility of the customer. We recommend that you contract your local customs authority for estimated costs.

Dough reserves the right to deduct any return costs incurred from the total return amount for orders that are refused at customs should the duties and taxes be unpaid by the customer.

Dough is legally required to declare the full value of each package and must include an invoice for customs.

 

TRACKING ORDERS

Once your order has been dispatched, you will receive a shipping confirmation email, which contains the tracking details for your order. If you do not receive your tracking details, please contact us.

 

 

4          RETURNS & EXCHANGES POLICY

We want to make sure that your shopping experience with us is a good one and you are completely satisfied with your purchase. Therefore, we offer easy 14-day exchanges on all items (excluding. sale items, custom orders, and under garments such as socks and underwear). Items are eligible for an exchange or store-credit only. Exchange requests are subject to item/s availability. Please note that refunds are not provided, other than in the event of them being faulty.

Sale items, custom orders or under garments are final sale and are not eligible for a refund, exchange or credit-note.

Please also note that original shipping charges incurred at the time of purchases are non-refundable.

Please ensure that you read the below Returns Policy before making a purchase. The below terms apply to both on-line and in-store policies.

We will happily accept an item for an exchange or store credit subject to the following conditions:

  • Item/s must be received by us within 14 days of receiving your purchase together with the original proof of purchase. We suggest all items are tried on as soon as they are received to ensure you are able to return items within this timeframe;
  • Item/s must be returned in their original condition, unworn, unaltered, unwashed, unmarked, with their tags attached;
  • Item/s must be returned in their original packaging, unmarked, unaltered, and without any signs of damage;
  • Item/s must be accompanied
  • Shoes – you must try on shoes on soft surfaces only. We will not accept shoes returned with ANY sole markings or scratches;
  • Gift cards may not be returned.

Any item/s returned outside the return period listed above, or returned in a condition that does not meet the above conditions, will not be accepted for a return. Dough reserves he right to reject items that do not comply with the above conditions and in such a case will return the item to sender.

Store-credits-  are issued to the original purchaser and are valid for 12 months from the date of issue. They are sent via email.

Exchanges – are processed as a new order to the same address as your original order with new shipping costs. If your new order is of a lower value then you will be issued a store credit for the remaining amount.

HOW TO RETURN YOUR ORDER

We’ve made sure that the return process is super easy! All you have to do is follow the steps below:

  1. Contact Dough via email at sales@doughstore.com to obtain a Return Authorisation Number (RA). Please make sure to include your name, order number, item/s you wish to return, and indicate whether you would like an exchange or credit note. We recommend you do this as soon as possible to make sure that your item is received within the return period (the item/s must be received by Dough within 14 days from receiving your order).

 

  1. Once your return has been approved for a return, you will receive a reply email from us containing your RA number and the address to send your return back to.

  2. All that’s left to do is to pack and ship your item/s for a return! Please make sure to have a read of our ‘Return Shipping’ policy below before returning your item.

 

  1. Once we have received your item/s we will send you an email confirming receipt and processing of the return.

RETURN SHIPPING

Original shipping charges are non-refundable and all costs associated with returning items are the responsibility of the customer. Dough takes no responsibility for missing incoming deliveries of a return.

We encourage you to return your item/s using a registered or traceable postal method as return packages remain the responsibility of the customer until received by us. Dough is not liable for the loss or damage of item/s being returned. We also strongly advise that you hold on to your tracking number to make sure the return package has arrived safely to us! 

RETURN PROCESSING TIMES

Upon receipt of your return you will receive an email when our team have received your return and it is being processed. We aim to process returns daily however this may not always be possible. Therefore, please allow 3 -5 business days for your return to be processed.

During processing your item/s will undergo a quality review. If the item/s does not satisfy the return conditions listed above the item/s will not be eligible for a return (exchange or credit-note). In such a case the customer will be responsible for costs associated with shipping the item/s back to them. 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

FAQ

Please find below some of our most Frequently Asked Questions (FAQs). If your question isn't answered here and you’d like to speak to someone in Customer Care please CLICK HERE.

 

AUTHENTICITY

DOUGH guarantees the authenticity of every item sold, every item has been check by our experts to ensure that all items are authentic. Upon receiving your item you will receive a card stating that this item has been check and has our guarantee

SIZING

All sizing is in US sizing.

Store

We currently have 1 store . Details below:

 

CURRENCY USED ONLINE

You are currently on our Australian website. All prices are charged in AUD. If you aren’t from Australia or paying using ** then

WHAT DO I DO IF WRONG ITEM

 

Email us instangtly wirth order number and style incorrectly received. Once we receive your request we will ensure you reicive original order.

 

HOW CAN I USE A GIFT VOUCHER/PROMO CODE

When you’re ready to checkout and are looking at the items in your cart, click proceed to checkout. You will then have the option to add your discount code or promo code to your order. Please note, only one discount code can be redeemed per order.

 

 

 

 

 CAN I USE PROMO CODE AND GIFT CARD ON THE SAME ORDER

Yes! You can use a promo code and also your Gift Card in the same order. Gift Cards are a valid form of payment regardless of using a promo code.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

If the items in your order are in stock, your order will be dispatched same business day if placed before 12pm AEST or the next business day if placed after 12pm AEST. 

During busy periods, promotional events and sales there may be delays on the dispatch of your order.

CAN I SHIP TO A PO BOX

Within Australia, we can ship to a PO Box, but sadly cannot ship to hotels. If you are shipping outside of Australia we cannot ship to PO Boxes or Hotels.

 

CAN I CHANGE MY ORDER

Our warehouse starts processing orders immediately after they are placed, we cannot guarantee that your requested changes can be made to your order prior to shipment.  Please make sure you choose your items carefully and add the correct shipping before placing your order. If you have an urgent change contact our team straight away and we’ll try and assist with any change requirements as once the order has left our premises we are not able to make any changes.

 

HOW LONG ARE GIFT CARDS VALID FOR

SIR Gift Cards are valid for 3 years from the date of purchase. E-Gift Cards will receive an email notification with code to use at checkout, Physical Gift Cards will have code provided on the back of card.

 

It is the customer’s responsibility to review all shipping and returns policies before purchase and therefore agree to these terms when ordering from Dough. Please read our full returns policy.

ITEM CANCELLATION DUE TO ERROR OR AVAILABILITY

In the event that a sold-out item has been purchased or, product has been listed at the incorrect price or, an item has been listed with incorrect descriptive information or image due to a typographical error or similar genuine mistake Dough reserves the right to cancel the transaction.

You will be notified by email as soon as possible and offered either 1) the product to you again at the correct price/and or with the correct information 2) a suitable replacement or 3) a full refund (whichever is most applicable).

If you have been charged for the purchase, DOUGH will immediately refund the total amount debited.

* For all online customer service and order enquiries, get in touch at at info@doughstore.com