Frequently Asked Questions
DELIVERY TERMS
What should I do if my order hasn't been delivered yet?
Check the delivery date
We ship your orders within 1-10 business days. Please allow your order to be shipped during this interval. You will receive a shipment notification e-mail when your order is shipped.
Track the order online
You’ll be able to follow your order. To check this, all you need to do is click on the “Order Query” and enter your order number. You can also sign in to your account and go to “My Orders.” The status will be shown under ‘Order Details’, just click the link and you’ll be able to follow your package.
Your tracking link will be able to provide up to date information on the status of your order.
Contact us
If your delivery date has passed and you haven’t received your order, please contact via live chat on Dogostore.com or [email protected] or give us a call from +90 (850) 277 36 46, +90 (232) 431 05 31
How can I find your international delivery information?
What are the basics?
Wondering if we are shipping to your country? We probably do. Once you have entered your delivery address, you will be able to see if we can ship to your country. You can always get in touch with us via live chat on Dogostore.com or [email protected] or give us a call from +90 (850) 277 36 46, +90 (232) 431 05 31
We ship to;
Albania
Andorra
Angola
Argentina
Armenia
Australia
Austria
Azerbaijan
Bahrain
Belarus
Belgium
Bosnia and Herzegovina
Brazil
Bulgaria
Canada
Chile
China
Colombia
Costa Rica
Croatia
Cuba
Cyprus
Czech Republic
Denmark
Dominican Republic
Ecuador
Egypt
El Salvador
Estonia
Finland
France
Georgia
Greece
Hong Kong
Hungary
Iceland
India
Ireland
Israel
Italy
Jamaica
Japan
Jordan
Kosovo
Kuwait
Latvia
Lebanon
Liechtenstein
Lithuania
Luxembourg
Macedonia
Malta
Mexico
Moldova, Republic of
Monaco
Montenegro
Netherlands
New Zealand
Norway
Oman
Panama
Peru
Poland
Portugal
Puerto Rico
Qatar
Romania
Russia
San Marino
Saudi Arabia
Serbia
Singapore
Slovakia
Slovenia
South Korea
Spain
Switzerland
Sweden
Taiwan
Tajikistan
Thailand
Turkey
Ukraine
United Arab Emirates
United Kingdom
United States
Uzbekistan
Viet Nam
International orders are sent and delivered within 1-10 business days via DHL.
Under normal conditions, DHL’s average delivery time is between 2-4 business days.
How much does the delivery cost?
The cost of shipping is 9.90 in the currency of the country you place your order.
* Please be noted that when a package is shipped internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These charges will typically be due once the shipped goods arrive at the country of destination. You are responsible for ensuring to comply with laws and regulations of the country of destination. Dogostore.com does not have any responsibility for these additional charges that may apply.
*Excluding Black Friday period.
Can I track my order?
You'll receive a shipping information email from us with a tracking link for your package so you can follow its journey.
What happens if I'm not in when my order arrives?
If your phone number is registered to our system, the courier will send the message to the phone at the time the product is received from us. In this way, you can follow your order situation. If you are not in when your package arrives, the carrier tries to reach you via your phone number. You can also contact with DHL.
RETURN & REFUND
What is your international exchange policy?
You have the right to change the product(s) that you have purchased from our website in thirty (30) days after delivery without any damage to the product and without using it. If the product is used or damaged, unfortunately, the exchange is not possible.
You can make an exchange with another product of the same price or with another size of the same product.
Please be informed that in the process of exchange, the total shipping cost will be covered by the customer*. You can send back the product with any cargo firm you have chosen and we will let you know regarding the cost of shipping to your country.
Based on this condition, you can ship the product(s) to our warehouse.
Company Name: DOGO TASARIM SANAYİ VE TİCARET A.Ş.
Address: 10014 Sokak No:1 A.O.S.B. Zip Code 35620 Cigli / IZMIR / TURKEY
Once your product is delivered to our warehouse we will let you know by e-mail and we will share the shipping date of your new order.
* In case you receive a faulty product, or your item is damaged after usage, please send an e-mail to [email protected] images of your damaged product, to learn how to proceed.
**Please do not forget to fill the return form.
Please provide us with the tracking number when you ship back your product.
What is your international refund policy?
You have the right to return the product(s) that you have purchased from our website in fifteen (15) days after delivery and get your money back, without any damage to the product and without using it. If the product is used or damaged, unfortunately, the return is not possible.
Please be informed that in the process of return, the shipping cost will be covered by the customer*. You can send back your product with any cargo firm you have chosen.
Once your product arrives in our warehouse we will let you know by e-mail and will refund you within 15 business days.
Based on this condition, you can ship the product(s) to our warehouse.
Company Name: DOGO TASARIM SANAYI VE TICARET A.S.
Address: 10014 Sokak No:1 A.O.S.B. Zip Code 35620 Cigli / IZMIR / TURKEY
* In case you receive a faulty product, or your item is damaged after usage, please send an e-mail to [email protected] images of your damaged product, to learn how to proceed.
**Please do not forget to fill the return form.
Please provide us with the tracking number when you ship back your product.
Have you received my returned items?
Once your return has been received by our warehouse, we'll start to exchange or refund process. The refund will be issued within 15 business days after your package reaches our warehouse.
Please provide us with the tracking number when you ship back your product.
Contact us
In the unlikely event that you haven't received an email after the timeframe shown above, please contact our Customer Care Team using one of the contact options below, and we'll get back to you as soon as possible.
E-mail: [email protected]
Phone: +90 (850) 277 36 46, +90 (232) 431 05 31
Make sure you let us know your original order number, which items you have returned, when this was returned to us and any delivery reference numbers (i.e. from a collection service or courier) when you contact us.
What happens to my refund if my card is no longer in use?
Your refund will still go back onto the card details used on your order as long as the card account is still open. When a card is lost, stolen, or canceled, we can still refund that card.
We cannot refund your order to a different card. If you have any issues viewing your refund 15 business days after it is issued by us, please get in touch.
ORDER STATUS
I've received a faulty item, what should I do?
We want to sort out any issues with faulty items straightaway.
As soon as you discover a fault, please contact our Customer Service [email protected], +90 (850) 277 36 46, +90 (232) 431 05 31 teams with:
The order number, date of purchase, e-mail address
The faulty item's name, number, and size
If you purchased your product from the store, please provide the store information, the image of your invoice/ receipt slip, and the purchase date.
A description of the fault (You can send an e-mail to [email protected] with the images of the fault.)
When will the refunds be back in my account after I've canceled an order?
Your refund will be issued within 10 business days after we received your package back to our warehouse.
I'm missing an item from my order, what should I do?
If an item is missing, please contact our Customer Service team by choosing one of the below options with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can. If your package is damaged, please check with the DHL responsible, and please, take the statement down with DHL responsible.
I've received an incorrect item, what should I do?
We want to sort out any issues with incorrect items straight away.
If one of the items you received isn't what you ordered, please contact us. If we confirm, you can send it back to us and we'll start the refund or exchange process as soon as it's arrived back at our warehouse.
Please fill the return form.
For more information on how to return click here.
What if something isn’t right on my customs invoice?
If you have any issues with your customs invoice that you've received from DOGO, please get in touch with Customer Service [email protected] or feel free to fill the Contact Us Form.
How long I can keep my order on the shopping cart?
The product remains in your cart as long as we have it in stock.
PRODUCTS & STOCK
Are DOGO products vegan?
All shoes and bags are made of high-quality synthetic leather which is 100% vegan. In addition, all materials and adhesives are used in the production process are animal-friendly.
How can I clean my product?
The synthetic leather used in our shoes is printed with solvent-free painting. Please avoid any chemical cleaners in order to preserve the print. Use a soft, damp cloth for cleaning. For more information, click here.
Where is your guide displayed?
Just click on the 'Size Chart' button on each product page.
Will you be getting more stock?
We don't currently have the facility to let you know when an item is due back in stock. As we like to offer you new and exciting products regularly, we don't tend to restock a lot of our spectacular designs again.
TECHNICAL
MEMBERSHIP INFORMATION
How can I become a member?
You must have a valid e-mail address to create a membership. You can also register easily via your Facebook and Google Account. Please click the “LOG-IN” link on the main page. You will become a member and start shopping.
By becoming a member, you will have advantages of shopping with special discounted prices and you will be informed about newly released products and campaigns before everyone else.
I forgot my password, what should I do?
When you click the “FORGOT PASSWORD” link, a text box will appear. Please enter your e-mail address which you used during creating your account will be enough.
You will receive an email that will help you create a new password for your account. Unfortunately, you cannot recover your password by calling us by phone because your whole information is encrypted with high-level security in our system and we do not have access to your sensitive information.
How can I edit my account information?
You can change your membership information, your password, or add a new address, whenever you want. In order to edit, you need to log in to your account. After login, you can easily make any changes by clicking “MY ACCOUNT” on the homepage.
What is the invoice address?
The invoice address is the address of the person/institution who placed the order. If you wish, you can edit the recorded addresses from your account anytime you want.
As there will be no chance to change the invoice address information after you placed your order, please do not confirm any order unless you are sure about the invoice address. You can always get in touch with us via live chat on Dogostore.com or [email protected] or give us a call from +90 (850) 277 36 46, +90 (232) 431 05 31
What is the delivery address?
You can save the addresses that you want your orders to be delivered. You can save up to 5 different addresses (e.g. home, work, etc.) in your account and you can select any of them during shopping.
Your order will be sent to the delivery address you’ve entered for the respective order.
Please be careful: The most common reason for late delivery is insufficient, wrong or missing address information. Please fill the delivery address information completely including your exact zip code.
You can change the delivery address until you receive your order receipt e-mail. You can always get in touch with us via live chat on Dogostore.com or [email protected] or give us a call from (+90 (850) 277 36 46, +90 (232) 431 05 31)
How can I make sure that my order reaches you?
You will be receiving a confirmation e-mail from us regarding your order.
If I have a problem with the order process to where should I refer?
In a case you experience a problem during your order, please get in touch with us via live chat on Dogostore.com, or send an e-mail defining your problem to the [email protected] or call us at +90 (850) 277 36 46 and +90 (232) 431 05 31
OTHERS
GENERAL INFORMATION
I would like to join the DOGO Team. How can I send my resume?
We are glad that you want to join us! Just visit our career page to get an idea about our departments and send your updated CV to [email protected]. We will be informing you after the evaluation regarding our needs.
I'd like to open a DOGO shop, what should I do?
Thank you for your interest! Please fulfill “THE FRANCHISE APPLICATION FORM” on our "contact us" page on our website and send us. Our franchising team will be at your disposal.
Newsletter Subscription
You can create a newsletter subscription through our website without being a member.
I sent an e-mail about I didn’t/ don’t want to receive campaign emails. When will I be removed from the mailing list?
We are sorry that you decide to leave us but we hope you will be back soon! Please send your request to unsubscribe from our newsletters to [email protected]. You will be removed from our mailing list. Dogostore newsletter mailings will not be sent again. You can also click on the unsubscribe link at the bottom of our newsletters.
I sent an e-mail about I didn’t/ don’t want to receive campaign emails. How can I subscribe to the mailing list again?
To subscribe to an e-newsletter subscription, please click on the button on the left of "I want Newsletter” on the "My Account> Personal Settings" page and click on the "Save" button or send an e-mail to [email protected] writing that "I want to subscribe to your e-newsletters." Your subscription will be renewed within 3 business days.
Where do you have a store?
For information about our physical stores, you can send an e-mail to [email protected], contact form, or contact us by phone. ((0850) 277 36 46 and (0232) 431 05 31)
How can I contact you?
DOGO TASARIM SANAYİ VE TİCARET A.Ş.
10014 Sokak No:1 A.O.S.B. PK 35620 Çiğli / İZMİR
Via e-mail [email protected]. We will get back to you within 48 hours.
Via phone: +90 (850) 277 36 46, +90 (232) 431 05 31
