FAQs - Frequently Asked Questions

1. How long does it take to receive my order?

- Our delivery service ensures that if the order is confirmed before 03:00 P.M., you can receive your package within 1-2 working days.

2. What are the delivery charges?

- Free delivery is available for orders valued at 79 AED or more.

3. How can I track my order?

- You can track your order by accessing your DOD login account and navigating to MY ACCOUNT, where you will find all your order-related details.

4. Can I cancel my order?

- If customers wish to cancel their orders, they may do so at any time before it is handed over to the courier. However, if the order has already been processed, please reach out to our customer care department for further assistance.

5. I am not satisfied with the product I received, what should I do?

- In case you are dissatisfied with your purchase, you may initiate a return by contacting us within 7 days from the date of delivery. Make sure that the product is in its original packaging, has not been worn, and is in the same condition as it was when you received it.

6. Can I return my item after 7 days?

- After a period of 7 days, returning the items will no longer be possible. Nevertheless, if there were circumstances that prevented you from returning the items within this timeframe, kindly get in touch with our CUSTOMER SERVICE TEAM for further assistance.

7. How can I receive a refund for my credit card?

- If you have placed your orders using a credit card or PayPal, the payment will be refunded to your original payment method. However, please note that the amount of refund may take up to a month to appear on your card statement.

8. What should I do if my payment is not accepted online?

- Please ensure that your account balance is sufficient and that you have a stable internet connection to complete the payment. If you are still experiencing issues, please reach out to our customer care service for assistance.

9. I paid cash on delivery, how can I receive a refund for an item?

- If you have placed a COD (Cash on Delivery) order and need a refund, please note that the refund amount will be deposited into your DOD Wallet Account, which can only be used for your next order. We have a no cash refund policy in place.

10. I lost the original packaging in which I received the item, can I still return it?

- We can only accept returns if the item is in its original box or packaging, with all labels and barcodes intact. If you need to return an item, please contact our customer service team for further instructions.

11. How long does it take the courier to collect the returned items?

- Typically, our courier representative will contact you within 3-5 business days from the day you requested a return. However, please note that in some cases, it may take up to two weeks for the courier to collect the item.

12. Can I schedule a time with the courier to return an item?

- Currently, we do not provide direct contact information for the courier company. Once our courier representative contacts you to schedule the pick-up of a returned item, you can provide your preferred timings for the pick-up. We will do our best to accommodate your request based on the availability of the courier company.

13. Who pays for the shipping charges when I return an item?

- If a customer wishes to return a product due to a change of mind, they will be responsible for all shipping charges. However, if the item is damaged, incorrect, or missing, DOD will cover the cost of shipping.

14. Does DOD have a physical store?

- Yes, we are located at Sharjah City Centre, Al Wahda Street, Ground floor, nearby C parking door first shop.

15. How can I contact customer service?

- Our customer service team is available seven days a week. You can contact them via email at [email protected], by calling 06-5562505, or through WhatsApp at 0544443200.

16. Where can I find my tax invoice?

- DOD is registered with the TAX department and has a VAT TRN number, which you can find on your invoice. Normally, we send an invoice at the time you place an order, as long as you enter a valid email address during the registration process.

17. What is the customer service WhatsApp number?

- Our customer service WhatsApp number is 0544442300.

18. What are the working hours for customer service?

- Our customer service team is available from 9:00 AM to 7:00 PM to assist you.

19. What is the return policy for lingerie, bras, underwear, and makeup items?

- Due to hygiene reasons, lingerie, bras, underwear, and makeup items are not allowed to be returned.

20. Do you provide international shipping?

- Currently, we only provide shipping within the UAE.

21. Can I place an order over the phone?

- We suggest placing orders through our website for a smooth and secure transaction. However, if you require assistance, you can contact our customer service team for guidance.

22. What payment methods do you accept?

- We accept credit card payments, PayPal, and Cash on Delivery (COD).

23. How can I reset my password?

- To reset your password, click on the "Forgot Password" link on the login page and follow the instructions provided. 

24. Can I change my delivery address after placing an order?

- Unfortunately, once an order is placed, we are unable to change the delivery address. Please make sure to double-check your address before confirming your order.

25. How can I redeem my DOD Wallet Account balance?

- You can redeem your DOD Wallet Account balance by selecting it as a payment method during checkout.

26. Can I request a specific color or size for an item?

- We strive to provide a variety of options for our customers, but availability may vary based on stock. If a specific color or size is not listed, it is likely that it is not currently available.

27. What happens if an item I ordered is out of stock?

- In the rare instance that an item you ordered is out of stock, our customer service team will reach out to you to provide alternative options or process a refund.

28. Can I return an item if it was a gift?

- Yes, you can return an item that was a gift by following the standard return process. However, please note that the refund will be credited to the original purchaser's payment method.

29. Can I exchange an item for a different size or color?

- We currently do not offer direct exchanges. If you need a different size or color, please return the item and place a new order for the desired item.

30. How can I provide feedback or suggestions?

- We welcome any feedback or suggestions you may have. You can reach out to our customer service team or submit your feedback through the CONTACT US page on our website.

31. Can I place an order for a product that is currently out of stock?

- Unfortunately, you cannot place an order for a product that is out of stock. Please check back later to see if the item becomes available again.

32. Are there any restrictions on the quantity of items I can order?

- There are no specific restrictions on the quantity of items you can order. However, if you wish to place a bulk order, please contact our customer service team for further assistance.

33. Is there a warranty on the products?

- The warranty coverage and duration vary depending on the brand and product. Please refer to the product description or contact our customer service team for warranty information on specific products.

34. Can I add additional items to an order I have already placed?

- Unfortunately, once an order is placed, we cannot add additional items to it. You will need to place a new order for any additional items.

35. How can I subscribe to newsletters and promotional emails?

- You can subscribe to newsletters and promotional emails by visiting your DOD login account settings and opting in for email notifications.

36. Can I ship items to a different address than the billing address?

- Yes, during the checkout process, you can provide a different shipping address.

37. Can I change or cancel my order after it has been placed?

- If you need to change or cancel your order, please contact our customer service team as soon as possible. We will do our best to accommodate your request, but please note that once an order is processed, changes or cancellations may not be possible.

38. Can I combine multiple orders into one shipment?

- We currently do not offer the option to combine multiple orders into one shipment. Each order will be processed and shipped separately.

39. Can I place an order for a product that is listed as "out of stock"?

- No, you cannot place an order for a product that is listed as "out of stock." Please check back later to see if the item becomes available again.

40. How can I redeem a coupon or promotional code?

- During the checkout process, you will have the option to enter a coupon or promotional code. Enter the code in the designated field and click "Apply" to see the discount reflected in your total.

41. Can I use multiple coupons or promotional codes on one order?

- Generally, only one coupon or promotional code can be used per order. If you have multiple codes, you may need to place separate orders to utilize each code.

42. Is there a minimum order value required to use a coupon or promotional code?

- The minimum order value requirement, if applicable, will be specified in the terms and conditions of the coupon or promotional code.

43. Can I redeem my DOD Wallet Account balance along with a coupon or promotional code?

- In most cases, you can redeem your DOD Wallet Account balance along with a coupon or promotional code. However, please note that some promotions may have specific terms and conditions that exclude the use of the DOD Wallet Account balance.

44. Can I return a discounted or promotional item?

- Yes, you can return a discounted or promotional item following our standard return policy.

45. Can I request a price adjustment if an item I purchased goes on sale?

- Price adjustments are evaluated on a case-by-case basis. Please contact our customer service team to inquire about a possible price adjustment for your specific purchase.

46. Is there a loyalty program or rewards program?

- We currently do not have a loyalty program or rewards program. However, we occasionally offer special promotions and discounts for our customers.

47. Can I change the shipping method after placing an order?

- Once an order is placed, the shipping method cannot be changed. Please make sure to select the desired shipping method during the checkout process.

48. Can I request a specific delivery time or date?

- Unfortunately, we cannot guarantee specific delivery times or dates. Our courier service will deliver the package based on their standard delivery schedule.

49. Can I purchase a gift card?

- Currently, we do not offer gift cards. However, you can purchase items as gifts and have them shipped directly to the recipient.

50. Can I request a personalized message to be included with a gift order?

- Unfortunately, we currently do not offer the option to include personalized messages with gift orders.