Customer Service

DOTSHOP Operating Company (Australia) Pty Ltd (ACN 677 366 004) (we, us or our) is a social marketplace dedicated to serving a discerning and style-savvy client with highly curated content, shopping edits and authentic recommendations. We work with a range of trusted, prestigious sellers worldwide and stand behind the authenticity of each item available for purchase on our platform.

This Authenticity Guarantee Policy (Policy) sets out our commitment to product authenticity and the protection we provide to customers who purchase items through our platform.

This Policy should be read in conjunction with our Terms and Conditions and other policies available on our website.

We provide an authenticity guarantee to address legitimate authenticity concerns raised within 12 months of purchase (Authenticity Guarantee). Where an item acquired through our platform is conclusively determined to be non-genuine, our Authenticity Guarantee may provide reimbursement of up to the amount of the original purchase price and associated shipping costs, subject to the conditions outlined in this Policy.

Our Authenticity Guarantee covers the following product elements as they appear on the item listing:

• Brand: We stand behind the accuracy of the specific brand, designer, creator, manufacturer, or artist identification displayed on the product listing. This guarantee excludes items described as "inspired by," "in the manner of," or similar designations that indicate the item may not be directly produced by the named creator.
• Materials: We guarantee that products are constructed from authentic materials as specified in the product description, including fabric composition, metal type, gemstone authenticity, precious metal weight, and construction materials listed on the product page

The following elements are not covered under our Authenticity Guarantee: internal mechanisms, design style, physical dimensions, case specifications, and size measurements. Concerns regarding these elements may be addressed under our separate Returns and Refunds Policy.

To receive your reimbursement under our Authenticity Guarantee, customers must:

• have purchased the item on our platform;
• submit their authenticity concern, including 1 written assessment from a qualified independent
• expert confirming the non-authentic status of the item, within 12 months of order confirmation;
• supply any additional documentation reasonably requested by us to assess the claim; and
• return the item in its original condition as received.

Upon receiving a properly submitted claim with required documentation, we will conduct an internal review in consultation with the relevant brand. The brand may present counter-evidence, including expert opinions, to contest the authenticity challenge. We aim to get back to you within 2 weeks of receiving the customer’s claim.

We will determine claim validity and may approve reimbursement for:

• original purchase amount (including applicable taxes and duties);
• initial shipping charges;
• return shipping costs; and
• reasonable expert assessment fees for the required authenticity evaluations.

We recognise that authentic products form the foundation of customer trust. We require our sellers to uphold equivalent authenticity standards within their own operations and supply networks.

We provide this Authenticity Guarantee to you in addition to any rights or remedies you have under the Australian Consumer Law or any other applicable law (Consumer Law Rights). Nothing in this Policy limits your Consumer Law Rights.

We may vary, remove or replace this Policy at any time. All changes become effective immediately upon publication on our website.

For any questions, contact us at:

DOTSHOP Operating Company (Australia) Pty Ltd (ACN 677 366 004)

Email: customercare@dotshop.ai