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Frequently Asked Questions

DELIVERY TERMS

RETURN & REFUND

PAYMENT OPTIONS

ORDER STATUS

PRODUCTS & STOCK

TECHNICAL

OTHERS

 

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 number. You can also sign into your account and g oto “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.comor [email protected] or give us a call from +90 (850) 277 36 46, +90 (232) 431 05 31

 

We ship to;

Albania

Andorra

Australia

Austria

Azerbaijan

Bahrain

Belgium

Bosnia and Herzegovina

Bulgaria

Canada

Croatia

Czech Republic

Denmark

Egypt

Estonia

Finland

French

Georgia

Greece

Hungary

Indonesia

Ireland

Iran

Israel

Italy

Japan

Jordan

Kazakhstan

Kuwait

Latvia

Lebanon

Liechtenstein

Lithuania

Luxemburg

Macedonia

Malaysia

Malta

Mexico

Moldova

Monaco

Mongolia

Montenegro

ENew Zeland

Netherlands

Norway

North Korea

Poland

Portugal

Qatar

Romania

San Marino

Saudi Arabia

Serbia

Singapore

Slovakia

Slovenia

South Africa

South Korea

Spain

Sweden

Switzerland

Turkey

Ukraine

Russia

United Arab Emirates

United Kingdom

USA

Uzbekistan

International orders except orders from Russian Federation are shipped in 1-10 business days via DHL. We cary out our shipments in Russia with B2C Direct.

DHL’s average delivery time is 2-4 and B2C Direct’s average delivery time is 4-8 business days.

How much does the delivery cost?

Our shipping is free for orders over 115€. We have a shipping fee as 4.95€ for other orders which is below the 115€. 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 with ensuring to comply with laws and regulations of the country of destination. Dogostore.comdoes not have any responsibility on these additional charges that may apply.

Can I track my order? 

You'll receive a shipping information email from the 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 try 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 amount 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 SANAYI VE TICARET A.S. 

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]with images of your damaged product, to learn how to proceed.

**Please do not forget to fill the return form.

Please provide us with 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 fİfteen (15) days after delivery and get your money back, without any damage on 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]with images of your damaged product, to learn how to proceed.

**Please do not forget to fill the return form.


Please provide us with 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. Refund will be issued within 15 business days after your package reach to our warehouse.

Please provide us with 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 cancelled, 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.

 

PAYMENT OPTIONS

DUTY CHARGES

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 with ensuring to comply with laws and regulations of the country of destination. DOGO does not have any responsibility on these additional charges that may apply. DOGO cannot refund your for any of these charges.

Our Shipment Conditions;

International orders are shipped within 1-10 business days by Dogo Store via DHL as DAP. Please refer to the link for further information: https://www.dogostore.com/en/cargo-2

In delivered at place (DAP) agreements, the buyer is responsible for paying import duties and any applicable taxes, including clearance and local taxes, once the shipment has arrived at the specified destination.

We’d kindly inform you that custom fees and taxes are not a usual procedure, they are depending to the customs of your country. It is not certain whether you will encounter any other custom extras, however, it is not a usual practice, and we are not receiving much customer feedbacks about this issue.

There are two options. Either you can cover the taxes and receive your delivery or we can cancel your order and clear the goods from customs.

HOW CAN I PAY FOR MY ORDER?

You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.

Please see below the payment options we accept:  

Credit Cards, as Visa - Master Card - American Express - Union Pay and Bank Cards, as Visa Electron - Maestro Card and PayPal are valid in all countries.

Card Type

Countries that in use

Ideal

 Nertherlands

Giropay

 Germany

Sofort

 Germany, Austria, Netherlands, Belgium, Italy, France, Spain               

My Bank

 Belgium, Italy, Luxemburg        

Eps

 Austria

QIWI

 Russia, Kazakhistan, Ukraine    

 

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 team 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, image of your invoice/ receipt slip and purchase date.

A description of the fault (You can send an e-mail to [email protected] with the images of fault.)

CAN I CANCEL MY ONLINE ORDER? HOW?

As soon as you would like to cancel your order, please contact our Customer Service [email protected] , +90 (850) 277 36 46+90 (232) 431 05 31 team with the order number.

 

When will the refunds be back in my account after I've cancelled an order?

Your refund will be issued within 15 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 chosing 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 exchnage 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 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 new released products and campaigns before everyone else.

How can I benefit from the Dogostore.com new membership discount? What are the benefits of being a member?
New members gain 15€ discount automatically for their purchases over 150€. This discount only valid for the first purchase and will be applied on the subtotal of your cart. New membership discount will not apply if you are benefiting from outlet category and another campaign/discount.

When will my membership become active?

Your membership will be activated immediately.

I forgot my password, what should I do?

When you click 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 you account. After log in you can easily make any changes by clicking MY ACCOUNT on the homepage.

What is the invoice address?

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 of 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 the insufficient, wrong or missing address information. Please fill the delivery address information completely including your ewact 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 to 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 (0850) 277 36 46 and +90 (0232) 431 05 31

OTHERS

GENERAL INFORMATION

I would like to join 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” in "franchising" page on our website and send us. Our franchising team will be at your disposal.

How can I earn points in Dogostore.com? How can I use my points?

Please click here to learn how you can earn points and use them.

What is the Wishlist? How can I use it?

You can add the products you like on our website to the wish list by clicking on the heart icon on the product.

You can purchase the products you add to your wish list later via your request list.  Also, the products in your list can also be a gift to you by your friends. To share your list with your friends, you just need to send the URL in the list.

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.

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 (0850) 277 36 46