Customer Service
Table of content
DELIVERY COSTS AND TIMES
Orders placed on DOTSHOP can be delivered on every day of the week. Express delivery is available for the majority of destinations. At the moment we are only shipping to Australia, the U.S. and UK.
Our brands process and ship orders within 48 hours after the receipt of payment.
Delivery costs
Shipping is free.
Delivery Times
Depending on where your order is coming from and being sent to:
- Express shipping for Australia, the U.S. and UK is usually delivered within 2 - 4 days
- If express shipping is not available, standard shipping is used and usually delivered within 5 - 7 days
DUTIES AND TAXES
DOTSHOP offers transparent, product-specific shipping and tax information directly on each product page (PDP). At checkout, we clearly indicate whether your item will ship DDP (Delivered Duty Paid) or DDU (Delivered Duty Unpaid) based on the Brand's shipping policy and the destination
- If the Brand ships DDP: All duties and taxes will be paid by the Brand. You'll see the final, all-inclusive price at checkout.
- If the Brand ships DDP: If the Brand ships DDU: You'll be responsible for paying any duties and taxes directly to the courier in order to receive your item. These fees are assessed at your country's point of entry and are not included in your DOTSHOP order total.
If your order exceeds your region's import threshold, DOTSHOP will automatically remove local sales tax at checkout to avoid double taxation, as duties and taxes will be collected by customs.
We recommend checking your local import limits and customs policies before placing an order. DOTSHOP and the Brand are not liable for unclaimed or unreleased orders due to unpaid import duties or lack of required documentation.
Please note, orders may be unrecoverable—and therefore non-refundable—under the following circumstances:
- Failure to provide required customs documents when requested within a reasonable timeframe.
- Refusal to pay duties/taxes on DDU shipments.
- Unreachable customer following multiple failed delivery attempts.
If you need help understanding whether your order will ship DDU or DDP, or have questions about regional import rules, please reach out to our care team—we're happy to assist.
Delivery to US
If you’re a U.S. customer ordering from one of our international brands, U.S. Customs may ask for your IRS, EIN or SSN number before authorising delivery to your address. Don’t worry – you’ll usually have one week to provide this information before your order is returned to its original location for a refund.
TRACKING YOUR ORDER
After you've placed an order, you will receive an order confirmation email. Our brand partners will ship your product within 48 hours.
You can also track your order by heading to Order List in your account.