FAQ

Frequently asked questions

Shipping & Processing

What is the cost of shipping?


We ship all goods at a flat rate. Standard shipping is free for all orders Australia wide over $100. Under $100 Australia wide Standard shipping is $9.95 and Express Post is 14.95. International Shipping is $12.95




When will my order arrive?





How can I track my order?


A tracking code will be provided once your order is ready to ship. Head to Australia post https://auspost.com.au/mypost/track/#/search and enter in your tracking code provided.




What can I do if I cannot find my tracking code?


Please contact us and we will provide your tracking number to you.




What can I do if my order has not arrived?


Once we ship your order it is now the property of Australia Post, however we know what its like to not receive goods you have been waiting on, so we will be here to help. Please contact as once your parcel has not arrived within 3 days of your expected delivery date. We will contact Australia post on your behalf to have a case lodged.




Why is there a 3 day turn around on personalised items?


These items are completed made to order. This means we will complete all orders as they come in. Your item may be processed sooner. If for any reason there is a delay in completing your item, we will contact you as soon as possible.




Can I get my personalised order rushed?


We want to ensure that your order arrives when you need it. Please contact us prior to making your order if timing is a factor. You may always order express shipping at checkout.




Where is my order coming from?


All items are held in Sydney. While items are purchased from supplies worldwide, we ship the items to us directly. This ensures quality check by us on each and every order.

Personalised occasion and birthday wear are all completed in house. Currently complete embroidery/vinyl items on Baby Berry bodysuits and Brilliant Basics Tees.





Changes to Orders

Can i request a specific item design?


Our personalised catalogue is ever growing, if you do not see something that suits what you have in mind please contact us via the “Custom Order” form. We will endeavour to provide as many options to you to complete your request.

Please take note prior to submitting your request. The request can only be for embroidery designs, vinyl designs, tutu or small alterations. eg. You would like a birthday outfit with an animal not on offer currently, or a quote on a baby bodysuit. If your request is completed, we have the right to sell this design to future customers. If you would like exclusive rights to the design we can complete this also, however a fee will apply. Dotsey will maintain the design rights, however we will not reuse for any other customers.




Can I make a change to my order after it has been processed?


Please contact us as soon as possible. If you have ordered a personalised item it may not be possible to cancel your order, however we can review to discuss options.




Can I make changes to personalised items?


Please contact us prior to completing your order and we can discuss options available.





Sizing

Are your sizing measurements the same across all styles?


As items are purchased by different suppliers sizing may be slightly different. However, these are personally reviewed to ensure as close as possible across all styles.
Each item will show information regarding sizing measurements.

For personalised items bodysuits and t-shirts are:





Payments

What are the forms of payment?


Your orders can be processed via Paypal or using your Credit/debit card.




How do I use a coupon code?


At checkout please enter the coupon code into the “COUPON” field. If successful you will see the total price of your order updated.





Returns/Exchange

There has been an error with one of my items?


Please contact us as soon as possible to discuss, we want to ensure any issues are resolved as soon as possible.




Can I return my item for refund/exchange?


You can return any item/s within 30 days of the purchase date.

Personalised Item:As items are personalised no Return or Refund will be provided due to buyer error or change of mind. If error has occurred from shops end please message as soon as possible to allow us to rectify.

To arrange a return or discuss further please contact us at Enquiries@dotsey.net

Please include in your email a copy of your order confirmation email along with information on what has occurred. All goods must arrive in their original, unworn and resalable condition. In the cases that your items are returned unworn and not in the original condition a refund will not be able to be provided. Please keep a copy of your receipt of proof of shipment for any returns back to Dotsey. We recommend using tracked postage to ensure your item arrives safe and sound.

Please note, we do not accept returns for any underwear purchases.





Contact

How can I contact you?


Please contact us via Email, Facebook, Instagram or via contact us form on our contact page. We will respond within 24-48 hours.





Item Care

How do I wash my item?


Recommend a gentle hand wash. Hang dry and do not tumble dry. Do not use bleach. For items containing vinyl do not iron directly, either protect vinyl with sheet over top or iron inside out.





Newsletter Competition

T&C


All new newsletter signups receive 1 entry into the draw to win a free Personalised Santa Sack.
Competition winner will be randomly selected on the 30/11/2020. The winning entry will receive 1 Personalised santa sack. Style of prize will be of winners choosing. Shipping costs for Personalises Santa Sack will be at the cost of Dotsey. If winner would like to make further purchases, shipping will also be Free and paid for by Dotsey. Winner will have until the 20/12/2020 to respond to email with details required to receive their winning prize.





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