FAQ

ORDER ISSUE

I’m missing a product from my order, what do I do?

We may have sent your items in separate packages so please check your emails to see if any of your items will be arriving separately.

If an item is missing, please contact our Customer Care team via support@doveno.com with the order number and the missing item’s name and number. We’ll get back to you within 24 hours.

I have an incorrect item in my order, what do I do?

Please contact our Customer Care team via support@doveno.com with the order number and the incorrect item’s name and number. We will sort out any issues with incorrect items straightaway.

What do I do if I receive a faulty item in my order?

If the item is damaged when you open the package, please take a picture and send it to our Customer Care team via support@doveno.com. There is no need to return the damaged items to us. We will send a new item to you free of charge.

Can I cancel my order with you after I’ve placed it?

You have up to 12 hours to cancel your order from the time your order is completed through email. Once the 12-hour period has passed, it’s too late for you or our Customer Care team to cancel your order If you cancel your order, we will refund what you paid through PayPal within 5 working days.

Will you refund the shipping charges on my parcel?

We will usually refund what you paid for your order but not the delivery charges (fee & tax where applicable). Sorry for this inconvenience.

Can I amend my order with you after I’ve placed it?

You have up to 12 hours to amend your order from the time your order is completed through email. Once the 12-hour period has passed, it’s too late for you or our Customer Care team to amend your order. Please contact our Customer Care team as soon as possible.

DELIVERY

How does US Standard Shipping work?

Your package will arrive within 20 business days (excluding weekends and public holidays) after you place your order.

*We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our systems or force majeure events, such as extreme weather conditions, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum.

How does International Shipping work?

After your order has been printed within 5-7 business days, your package will be shipped out for delivery. We use the UPS Mail Innovations to ship all orders and tracking will be available through them UPS.com. This tracking, however, only follows the package within the United States. After it departs the US Processing Center it becomes the property of that country’s postal system and they may be able to help you further. Shipping times for international orders vary greatly, but we would recommend that you allow at least 2-4 weeks from the time it leaves the US for you to receive it. Many countries can be as quick as 7-10 days, although others may take as long as 6 weeks. For international deliveries as well, please note that any applicable import taxes or tariffs are the responsibility of the recipient and are not included in the original shipping cost.

RETURN & REFUND

All sales are final so we cannot cancel nor refund your order after the first 12-hour period. However, to ensure your pleasant shopping experience with us, we offer refund or replacement for damaged goods. Simply send us a photo verification of the damaged goods, then we will gladly send a replacement at no cost to you.