RETURNS & EXCHANGE POLICY
We want you to love your DOF Studios pieces as much as we do, so we are here to help you with your return or exchange requests to ensure you are completely happy with your purchase.
You have 14 days from the date of delivery to lodge and return your order. Returned items must be unworn, unused and in original condition with all packaging intact. When you try your new shoes we recommend doing so on a soft surface so the soles stay in perfect condition
- Refunds are eligible on full priced styles only.
- Full price items can be returned for a full refund, credit note or size exchange.
- Sale items are not eligible for a refund. All discounted styles marked as "sale" on the product page or discounted during a flash/promotional sale with a code or automatic discount can be returned for a credit note or free exchange only.
- Final Sale items are not eligible for a refund or store credit. Styles marked as "final sale" are eligible for size exchange only, pending size availability. If your desired size is not available to exchange, you may exchange for a different item, but you cannot return the item for store credit or refund.
- Welcome Code: Welcome codes do not affect the above. If you purcahse a full price item and apply a welcome code it is still eligible for a refund / exchange.
If your return does not comply with these conditions your item/s will not be accepted and returned to you at your cost.
Australia: $15 return postage label fee will be deducted from the refund or credit note amount. *Exchanges are free
New Zealand: $35 return postage label fee will be deducted from the refund or credit note amount. *Exchanges are free
FAQS ABOUT RETURNS
REFUNDS
If your return is eligible for a refund, you will be refunded back to your original payment method, less the return shipping fee and any original shipping fees. Once the refund has been issued, you will be notified via email. Please allow up to five business days for this amount to appear in your account.
INSTANT EXCHANGES
We offer free and easy online exchanges within 14 days from delivery. Submit your online return through the portal and follow the steps to select a new size/product. Exchange items will be dispatched free of charge once your return label has been scanned in transit by the courier. Please note, as we are unable to hold your item until your package has been scanned is in transit, we encourage you to drop it off as quickly as possible to avoid disappointment. If the size you are hoping to exchange for is no longer available at the time of processing, a refund or credit note will be issued depending on the item’s eligibility.
FINAL SALE
Final sale refers to items that are marked down during a special offer, or are marked to clear. Item/s marked as "final sale" cannot be returned for a refund or store credit, unless in the event of them being faulty. Items are eligible for direct size exchange, pending size availability. Please note, if your desired exchange size is not available, you cannot return the item for store credit or refund. If final sale items are returned despite this policy, items will be sent back to you at an additional charge.
CAN I USE A PROMO CODE AND A 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.
CREDIT NOTES
Credit notes are valid for three years from issue date, and will be emailed to you with a unique code to use exclusively on our online store. If you have purchased an item using a credit note, you will be issued a new credit note as a return.
EXTENDED HOLIDAY RETURNS
Enjoy extended online returns during the holiday season with all online items purchased from 22nd November 2024 eligible for return up until Tuesday 7th of January 2025
INCORRECT OR FAULTY ITEMS
All items are quality controlled to a high standard before dispatch, but if you receive an item that is not 100% right please contact us at customercare@dofofficial.com with your order number and images of the fault or issue and we will work with you to resolve it as soon as possible. Please note that items which are damaged or as a result of normal wear and tear; by accident; failure to use in accordance with care instructions; or through misuse will not be considered faulty.