FAQ

  • FAQ
  • Deliveries
  • Orders

Hi, how can we help you ?

FREQUENTLY ASK QUESTION

I have not received my order yet, what should i do ?

You can check the status of your order by email. After we send the product to you we will notify you through your email the tracking code. If you put the wrong email address please inform us  +6282139364849 or to our email address at info@dokoyo.com 

I have just mad my order and wish to cancel/ modify it, what can i do?

The cancellation of your order is possible only for a limited amount of time following confirmation in order status or by contacting us through email (info@dokoyo.com) or whatsapp(+6282139364849).
If this time span has passed, it is no longer possible to cancel the order in our system. Your order will be processed on schedule in our warehouse. At this time you are not able to modify your order once the order has been placed. See the Return section for more information. 

Can i return the items i bought ?

Yes, you can always change your mind and return them.  You can either return your order for a full refund or exchange it for something else. You can return or exchange your purchase for up to 30 days from the purchase date. Returned or exchanged products must be in the condition you received them and in the original box and/or packaging . For more information, please visit the Returns and Refunds section.

How much delivery cost

Flat shipping rates for all international retail purchases are $20 USD per shipment for any quantity of items selected.

Delivery

Processing Time

Orders are processed pending item availability and payment approval. During high volume periods, product availability may be subject to change while your order is being processed.


Most orders placed Monday through Friday will be processed and shipped within 2-4 business days.


Orders placed on Friday or over the weekend will start processing on Monday and ship within 2-4 business days.


Certain products may have longer processing times. These will be noted on the product and cart pages.

Delivery Cost

Delivery Cost

Flat shipping rates for all international retail purchases are $20 USD per shipment for any quantity of items selected.

Order Tracking

Once your order has been shipped, you will receive an e-mail notification containing the shipment tracking information.

Your order may arrive in several shipments. You will receive a separate e-mail notification for each shipment.

Lost or Stolen Package

We know carrier issues and delays can happen, if you have not received your order by the 3rd business day after it has been scanned as "Delivered," please contact Customer Service for assistance. We find that carriers may scan a package as “Delivered” when it is still out for delivery and will deliver within the next three business days. If after 3 business days, you have still not located your delivery, and you have checked the surrounding delivery address, Customer Service will coordinate the refund of your order to original payment method for re-ordering.


Note: DOKOYO is not currently set up for reshipment orders or exchanges and requires that a new order is placed with the returned funds. If the carrier’s tracking link for your order is not showing activity or movement for more than 5 business days, please contact Customer Service to investigate.


If the carrier’s tracking link for your order is not showing activity or movement for more than 5 business days, please contact Customer Service to investigate.

Orders

I have not received my order yet, what should i do ?

You can check the status of your order by email. After we send the product to you we will notify you through your email the tracking code. Your order may arrive in several shipments. You will receive a separate e-mail notification for each shipment. If you put the wrong email address please inform us +6282139364849 or to our email address at info@dokoyo.com 

I have just made my order and wish to cancel / modify it, what can I do ?

The cancellation of your order is possible only for a limited amount of time following confirmation in order status or by contacting us through email (info@dokoyo.com) or whatsapp(+6282139364849).


If this time span has passed, it is no longer possible to cancel the order in our system. Your order will be processed on schedule in our warehouse. At this time you are not able to modify your order once the order has been placed. See the Return section for more information. 

I need help with placing an order, what can I do?

Please contact our Customer Service. We will be happy to place an order on your behalf with credit card as the payment method (you will receive an email with a payment link).

We kindly ask you to send us the following information:

- list of products that you want to order (quantity, color, size)

- contact details (name, surname, email address, phone number)

- delivery details (full address for home delivery or store).

If you are already registered on our website, please indicate whether you want us to place your order as a logged-in registered user or as a guest.