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 the UK.
Our brands confirm and dispatch orders within 2 business days of receiving payment. Occasionally an item may sell out before your order is confirmed; if that happens, your order will be cancelled and you'll be refunded in full.
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 the UK is usually delivered within 2–6 days.
- If express shipping is not available, standard shipping is used and usually delivered within 5–10 days.
DUTIES AND TAXES
DOTSHOP offers transparent, product-specific shipping and tax information at checkout. We display this at checkout because the duties and taxes that apply depend on what's in your order and where it's being shipped.
Our brands ship Delivered Duties Paid (DDP) or Delivered Duties Unpaid (DDU).
For Australia and the UK:
- If the brand ships DDP: All duties and import taxes are paid by the brand. You'll see the final, all-inclusive price at checkout with the message: 'Free Shipping — duties and taxes incl.'
- If the brand ships DDU: How duties and import taxes are handled depends on the brand:
- Calculated at checkout: For most DDU brands, any duties and import taxes are calculated for you at checkout and added as a separate line. You pay them at checkout — not to the courier on delivery — so your order arrives with nothing further to pay. At checkout you'll see the calculated amount with the message: 'Local duties included'
- Paid to the courier on delivery: For some DDU brands, duties and import taxes are paid directly to the courier at the point of entry before your item can be released. These charges aren't collected at checkout. At checkout you'll see the message: 'Free Shipping — duties and taxes excl.'
For the US:
- If the brand ships DDP: All duties are paid by the brand. You'll see the final, all-inclusive price at checkout with the message: 'Free Shipping — duties incl.'
- If the brand ships DDU: How duties are handled depends on the brand:
- Calculated at checkout: For most DDU brands, any duties are calculated for you at checkout and added as a separate line. You pay them at checkout — not to the courier on delivery — so your order arrives with nothing further to pay. At checkout you'll see the calculated amount with the message: 'Local duties included'
- Paid to the courier on delivery: For some DDU brands, duties are paid directly to the courier at the point of entry before your item can be released. These charges aren't collected at checkout. At checkout you'll see the message: 'Free Shipping — duties excl.'
Local sales tax is always collected at checkout (point of sale) in the US.
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 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 accept delivery of an order.
- Unreachable customer following multiple failed delivery attempts.
If you have any questions about duties, taxes, or regional import rules, please reach out to our Customer Care Team — we're happy to assist.
Delivery to the 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'll receive an order confirmation email. Our brand partners will dispatch your product within 2 business days and an email with tracking information will be sent to you. You can also track your order by heading to the Order List in your account.