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FAQs

MEASURES ABOUT COVID-19

  • What measures have been taken about COVID-19?

No cases of infection were found in any of Doohoob’s workers. All measures are taken to prevent the virus. All workplaces are disinfected several times a day, and the temperature of all employees is checked at the beginning and end of the working day.

  • Can the virus be transferred to the items?

According to the United States Centers for Disease Control and Prevention (CDC) “there is no evidence to support that transmission of COVID-19 associated with imported goods”. This means the virus cannot be transferred to the clothes.

  • Is there a change in the delivery schedule?

All manufacturing processes currently are going according to schedule. With the spread of COVID-19, online shopping continues to rise dramatically. Because of this shipping may sometimes take longer than expected. We are working 24/7 to make sure your order arrives as quickly as possible. You would be notified by our customer service if any delay on your order can be expected. Thank you for your understanding!

ORDERS

  • How can I check the status of my order?

You can track the status of your order in the page My Orders but to do this you need to log into your profile.Upon every change in the status of your order you will be notified immediately by e-mail.

  • Can I cancel my order?

You may cancel any order at any time before shipment for no reason.
Contact us as soon as possible and we will check the status of your order and whether it can be cancelled. You can do that by yourself by logging into your user profile, then go to My Orders and choose the Cancel Order option.
 Expect to receive our confirmation for your cancellation by e-mail. If you do not receive such confirmation within a couple of hours, please, contact us immediately.

  • Can I place orders by phone?

No, but you can contact us to assist you in completing your order online.

SHIPPING

  • To which countries do you make deliveries?

We ship worldwide!

  • How is the shipment processed?

Shipment is processed by courier service (Fedex,UPS,HDLor other local delivery company) to the destination address specified by the customer.

  • How much does the shipment cost?

Shipment is free for the customer in USA, EU and Switzerland.

  • Are there any taxes or duties charged or payable?

No, the entire cost of delivery is at Doohoob charge.

  • How long does it take to make the delivery?

The whole process of making your dresses and deliver them to a specified destination address takes up to 1-2 weeks (7-14 days).

RETURNS AND REFUNDS

  • The items do not fit. Can I replace them?

Yes, in case your item do not fit exactly, you have the right to one free replacement.

Contact us as soon as possible, but not later than 14 days.

  • What to do if the items I have received are defective?

Contact us as soon as possible, but not later than 30 days as of receiving them. We’ll be happy to repair or replace them with new ones.You can also return the product without replacement – in such case we are going to refund the whole sum paid by you.

  • What can I do if the clothing I have received differs from I have ordered?

If there is a significant difference between the design of clothing that you ordered and the design of clothing that you have received – for instance the shape, sole, material, colors, accessories or size, the product will be considered defective and may be returned or replaced.Please, bear in mind that a slight difference between the visualization of your design as it appears on our site and the actual model you receive, is possible. For instance, the colors displayed on your monitor depend on the customized settings and may create expectations for a bit different shades. In such cases the product will not be considered defective and will not be replaced or returned.

  • In what cases can my order for replacement or return of items be refused?

In case your order concerns replacement due to unfitting size, your order will be refused if you have had replaced once and you want a second replacement. Clothing that show traces of having been worn and used will not be replaced either. To satisfy your order for replacement or return, you need to place it within 14 days as of receiving the items.

If you want to order the replacement or return of a defective clothing, you need to notify us about the defect not later than 30 days as of the date of receiving it, by describing the defect in great details and attaching photos to illustrate the problem, if possible. We have the right to refuse replacement or return of the product when, to our opinion, the product cannot be classified as defective – for instance in case of intentional damages or damages resulting from improper use, etc.

Replacement or return orders for no sound reason will not be satisfied.

  • Who will pay the shipping cost for returns or replacements?

The cost of return and/or replacement of defective products will be entirely charged on Doohoob.

For replacement of an unfitting product one-time shipping cost will be charged on Doohoob.

PAYMENT

  • What payment methods will you accept?

For US and all European countries you can pay by credit card, via PayPal and by bank wiring.

  • What kind of credit cards do you accept?

Currently we accept Master Card, Visa and American Express, as well as Carte Bleue for France and CartaSi for Italy.

  • How are my data protected via online payment?

No matter which payment method you may choose, your data will be 100% secured and only authorized institutions (such as the bank issuing your card) may access them. For payments with credit or debit card, we use the SSL (Secure Socket Layer) technology for encoding your data, and for extra protection we also support Secure payment.

  • Do you offer any discount codes?

Yes. If you buy 2 products,you can use the code "BUY2" to get 10% off. If you buy 3 products,you can use the code "BUY3" to get 20% off.

Keep an eye on the promotional campaigns posted in our website and in our Facebook page.

  • How can I use the discount code?

Add the clothes that you want to order in your shopping cart. Copy your code and paste it in the field Enter your coupon code if you have one, then click the button Apply Coupon. If the code has been properly attached, your discount will be deducted from the price of the products in your shopping cart.

SIZING

  • Where can I find the sizing options?

You can find the sizes available for your selected model in the product page with the model in the field entitled Size.

Furthermore, when looking up a model in our catalogue, you may use the size filter that will show up only those models, which are available for the size you wanted.

  • Size correspondence according to different sizing standards?

You can find detailed information and table of the exact size measures for each specific model by choosing size/width from the option Size Guide.

PRODUCTS AND QUALITY

  • What is the origin of our materials?

All materials that we use have European origin and meet the highest requirements for quality, strength and safety.

  • How can I be sure about the quality of materials?

To be sure of the quality of our materials, we rely on multiple tests, laboratory analysis and certifications. ICEC (ISO9001:2008; ISO14001:2004), SCAM, TÜV, SGS are only some of the certificates that can reassure you of the quality of used for the production of your Doohoob!

  • Do the colors fully match the ones shown on the website?

Every monitor has customized settings of colors and brightness, therefore there may be differences between what you see on your monitor and the real colors of materials. Such differences are usually minor but if you have any doubt, you can contact us at any time for further information.

  • What warranty do the clothes come with?

We accept claims for defective or damaged clothes within 30 days as of the date of their receipt and we shall bear the cost of shipment for returns and replacements.

If the clothing do not fit, you are entitled to a single free replacement. To do this, you should contact us not later than 14 days as of the date of receiving the clothing that you want to replace.

For further information,please,examine our Warranty Policy.

 

Warranty Policy

Doohoob provides a new rapid and completely free process for return and exchange in 3 easy steps for all customers in Europe and U.S.

#1. Submit your request for free return/exchange at our Return Center

#2. Wait for Doohoob‘s confirmation in 1 to 4 hours (business)

#3. Schedule a pick-up or print the return label for leaving the package at Fedex/TNT point

>DON'T FIT

If customer has received clothing and they don't fit right, they should contact us as soon as possible within 14 days of receiving the order. As long as they’re in an unworn condition, we’ll happily remake them free of charge in a different size.

Customer can have only one exchange for product which does not fit.

>FAULTY ITEMS

The clothing will be considered faulty if they are received damaged, or a manufacturing fault occurs within 30 days of purchase. Clothing damaged as a result of wear and tear are not considered to be faulty.

When possible, we’re happy to repair faulty items. Alternatively, we’d love to replace them with a pair made in the same design.

If the product is not faulty the customer can exchange it only once – if the size he has ordered does not fit. If not faulty customer cannot return the product for no other reason that wrong size and also can do so only once. After the customer has received an exchanged product in a different size he can no longer return it.

If the customers needs to return the item you can submit the Returns Form. We'll then send you details on how to return them to us and confirm the next steps to remake or refund your clothing. Alternatively he can also contact the support of the webshop.

>MONEY-BACK POLICY (REFUND)

Customer may only request a full refund if the product is faulty. If the product is faulty customer can either choose Nora Princess to replace/repair it or choose a full refund. If he chooses a full refund he needs to contact the support of the webshop or alternatively he can also choose to fill in the return form on the return policy section of the webshop.

>GUARANTEE POLICY

Each product has a 30 day guarantee policy. If any defect occurs within the 30-day period, then the customer has the right to request a repair/replacement or refund. The guarantee policy does not cover damage which occurs in some of the following terms:

Customer has used clothing under extreme conditions

Discoloration of the skin after incorrectly used for staining or cleaning

Damaged done on purpose

>WRONG PRODUCT AND DIFFERENTIATION OF THE ORDERED DESIGN

The received product may differ slightly from the visualization of the product from the site. Slight differences like slight color variation are not considered a reason for the product to be considered faulty. Products are considered wrong if there is a significant variation of the type of the chosen color, accessories, size or other key features from the ordered. In this case the product can be considered faulty and can be replaced/repair or refund following the known procedure. Customer must very carefully describe the differences from the ordered product.

>ORDER CANCELLATION

Customer may cancel his order for custom-made models at any time unless the order has been send as a request for manufacturing in the factory. Customer will be informed via email about any change of the status of his order. Once his order gets status “in manufacturing process” then he may no longer cancel his order. He will get an automatic email about the status change. Once this happens we will no longer have the ability to cancel his order. Customer will also not be able to cancel his order.

If customer has the right to cancel the order then he can do so by contacting the support of the webshop or by login to his account in the webshop.

If customer wishes to make a change in already ordered product, then he must first cancel his order and go to his profile in the webshop. Through there he must go to “my orders” and click on the ordered product he wishes to edit. Then he will go to the product page with configuration features and may make the desired changes. Then he must make a new order. He must also be sure that he has cancelled his previous order.

Customers may cancel any order for a non-personalized model (from the Ready-to-wear collections) at any time before shipment for no reason. Customers can order replacement and/or return of a product within 14 days. The request for free return/exchange must be submitted at our Return Center. As an alternative customers can complete this form. If our clients encounter any difficulties, they can contact our customer service center for assistance.