F.A.Q

  • DELIVERY TERMS

    • What should I do if my order hasn't been delivered yet?

    Check the delivery date

    We ship your orders within 2-3 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 info@dogostore.com or give us a call from +90 (850) 277 36 46, +90 (232) 431 05 31


    • How can I find your international delivery information? 

    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 info@dogostore.com 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
    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
    Vietnam

    International orders are sent and delivered within 1-10 business days via Fedex

    Under normal conditions, Fedex's average delivery time is 4 business days.


    • How much does the delivery cost?

    The cost of shipping changes depends on your country.

    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.



    • Can I track my order?

    You'll receive a shipping confirmation email from us with a tracking link for your package so you can follow its journey.


    • What happens if I'm not at my delivery address when my order arrives?

    If your phone number is registered in our system, we will notify you with a text message when the courier collects your order from us. Therefore, you can track the status of your order. If you are not at your delivery address when your package arrives, the carrier tries to reach you via your phone number. You can also contact Fedex for the status of your shipment.

    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 chose.

    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 info@dogostore.comwith 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 info@dogostore.comwith 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 the exchange or refund process. The refund will be issued within 15 business days after your package arrives 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: info@dogostore.com

    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 it 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?


    Refunds can be made to the card used in your order as long as the card account is 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.



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

    Our Shipment Conditions;

    International orders are shipped within 1-10 business days by Dogo Store via Fedex as DAP. Please refer to the link for further information: Shipping

    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 would like to kindly inform you that customs fees and taxes are not a usual procedure, they are based on the customs of your country. It is not certain whether you will encounter any other customs extras, however, it is not a usual practice, and we are not receiving much customer feedback 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: 

    • Payment by Credit Card or Payment by Credit Card (with installment)
    • EFT/Money Transfer
    • Pay To Door Cash
    • Pay to Door Credit Cart
    • Paypal


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

    Card Type

    Countries that in use

    Ideal

    Netherlands

    Sofort

     Austria, Netherlands, Belgium, Italy, France, Spain

    My Bank

    Belgium, Italy, Luxemburg

    Eps

    Austria

    QIWI

    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 info@dogostore.com, +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 info@dogostore.com 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 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 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 Fedex responsible, and please, take the statement down with Fedex responsible.


    • I've received an incorrect item, what should I do?

    We want to sort out any issues with incorrect items straight away.

    If any of the items you received isn't what you ordered, please contact us. If we confirm, you can send the items back to us and we'll start the refund or exchange process as soon as your shipment has 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 info@dogostore.com 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 vegan leather. In addition, all materials and adhesives are used in the production process are animal-friendly.


    • How can I clean my product?

    The vegan 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. 


    • Where is your guide displayed?

    Just click on the 'Size Chart' button on each product page.



    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 the 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 info@dogostore.com 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 info@dogostore.com 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  info@dogostore.com 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 cv@dogostore.com.  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” . Our franchising team will be at your disposal.

    Newsletter Subscription

    You can create a newsletter subscription through our website without becoming 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 info@dogostore.com.  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 info@dogostore.com 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 info@dogostore.com, 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 info@dogostore.com. We will get back to you within 48 hours. 

    Via phone: +90 (850) 277 36 46, +90 (232) 431 05 31