Help & FAQs
Products and Stock
- How reliable is product availability?
If a product is unavailable, you will not be able to select the size (it should be greyed out). In the case where the size of the product is available, you should select a size and then select ‘’Add to bag’’ to which it will refresh the page, and a banner above the image should appear stating ‘’Item successfully added to your basket!’’
- How long will items be on sale for?
Usually once an item has been reduced it will remain at the lower price until all the stock is sold, the price may even drop further. Some offers, deals and price reductions may only apply for a limited time but the price advertised when the order was placed will be honoured providing stock is available.
- Does DO apply price match?
Although we don't price match we do have regular promotions throughout the season including deals and regular reductions on various products every month. Please check the website regularly or call our UK Sales Team as stock will be limited!
- Can I order by email?
We do not accept orders by fax or email due to the obvious personal information security issues. While we are happy to deal with initial enquiries this way, final orders must be processed on our secure website or by calling our UK Sales Team on +44 (0) 371 423 20 20.
- Can I order by email?
We do not accept orders by email due to the obvious personal information security issues. While we are happy to deal with initial enquiries this way, final orders must be processed on our secure website or by calling our UK Sales Team on +44 (0) 371 423 20 20.
- What sizing formats does DO use?
We will use UK sizes as our predominant format. If you require assistance, please contact a member of our UK Sales Team by phone or email.
- The product I received looks different to the image on the website/in the brochure
Whilst every effort is made to ensure that products, prices and colours are correct at the time of selling on our website or the printing of our brochures, we cannot be held responsible for any manufacturer errors or product changes. All product images on our website are as accurate as possible, however due to the inconsistency of monitors and screens, colour tones and shades may not be exact to the product. Please contact our customer service team if you are unhappy with what you have received and we'll do our best to rectify the problem quickly and fairly.
- What payment methods are accepted?
Payment methods available through the website are:
- Visa Debit/ Credit/ Electron
- American Express
- Maestro (only UK issued)
- Solo(only UK issued)
- What is the security check?
For your security, every single order goes through a security check. The security check has been put in place due to increased anti credit card fraud procedures and identifies multiple orders within a short space of time. All new orders are checked to ensure they are not fraudulent or a duplicate. If your order fails to complete the security check we will contact you by email to request additional information so that we can validate your order.
- How long it will take for order to be put through security check?
Normal process times will be within 24 hours. If you have chosen Priority Delivery this will be actioned in time for the order to be processed as requested.
When your order has been processed you will receive either an order confirmation email which confirms authorisation was successful or an email detailing any payment problem including what to do next.
- I received an email saying the name and address details I entered do not match that held by the card issuer, but they are correct?
When we request Pre-Authorisation on your card our bank will check with your card issuer that both the full order value is available and that the name/address details entered match that which they have on file. If there is ANY discrepancy it will be flagged and we will need you to contact us with confirmation of your billing address.
- How can I cancel an order?
“If you would like to cancel an order, we ask that you CONTACT US as soon as possible preferably by phone – so that we can see if this action is possible. Please note that we cannot guarantee cancellation of your order when you call, as it could be too far into our picking process. However, if the goods have been dispatched you may return them but please check our returns policy and Terms and Conditions as some items/services may be excluded”
- What does status 'Picked' mean?
“Picked means we have validated payment and the item/s are awaiting packing in our dispatch dept. You may sometimes hear this phrase when on the phone to our customer services team, mainly if you need to cancel an order if there is a delay. Once your order has been dispatched, an email will be sent to you confirming this”
- Why has full payment been taken straight away?
Once your payment details have been entered, your bank will place an authorisation against the full order amount. This will show as a pending transaction on your account (unavailable funds). We will then either take all or part of this pending amount depending on whether we are processing all or part of the order straight away.
If you cancel your order before we have completed the transaction the pending transaction can be voided. Please allow 3-5 working days for any amount pre-authorised by your bank to be cleared into your available funds. For orders placed from overseas this may take longer.
- When will I be charged?
Following on from the question above, we will capture funds just before stock is ready to be shipped.
- Why is the total price still including VAT when my order is being shippend to the Channel Islands?
In order for our system to determine that you are VAT exempt you must select Channel Islands rather than United Kingdom from the drop down list of countries. In the unlikely event you have been charged VAT when you are exempt please contact a member of our Customer Service Team.
- Are my details retained for future orders?
We do keep records of your NAME /ADDRESS and records of previous orders. If you have ordered previously via the website, you should have a login with which you can place an order more quickly.
- What happens if a price of an item has changed, after it is ordered but before it’s shipped to me?
Price reduction decisions are not always made in advance so if you notice a price has been reduced after you order has been confirmed, but before you have received it, please contact us by phone or email and we'll credit the difference. If a price is reduced after receipt of the order, we cannot refund the difference.
- Delivery to Russia?
Our couriers have informed us of the following important information regarding import of goods into Russia: in order to clear your parcel through customs you will likely be contacted by phone to be asked to confirm your FULL NAME and PASSPORT NUMBER. Please therefore ensure that you provide us with a daytime telephone number, so you can easily be contacted, this will ensure swift delivery of your parcel.
Our courier has informed us that the following charges will apply:
1. Free admission and no duty or tax below €200 Euros.
2. Parcels over €200 EUROS but less than €1000 Euros. Consignee must provide a power of attorney. No Duties and taxes, however brokerage fees will apply as follow:
A Fix cost of 75 Euros/shipment and an additional cost of 0.4 euro per Kg for handling
3. Parcels over €1000 Euros. Duties and taxes may apply depending on the goods description (leather, silk…). A fix cost of 75 Euros + 0.4 Euros/kg will be added. Process of delivery / recovery of the payment remain the same.
- What delivery options are available?
“The two delivery options we use are Royal Mail or DPD. Depending on the items you have ordered and where in the world you are having your goods shipped to, there may only be one delivery option for you”
- If I am ordering from Non EU countries, am I liable for import taxes?
For Customers in Non EU countries: If goods are being sent outside of the EU we will remove any VAT (Value Added Tax) applied at the prevailing rate by the UK government to goods purchased. Customs or import duties are then applied once the package reaches its destination country. The only exception to the removing of VAT is Australia, as this falls under GST ‘Goods and service tax’.
Any additional charges for customs clearance must be paid by the recipient (including, but not limited to, taxes, duties, holding fees). We have no control over these charges and cannot predict what they may be.
Customs policies vary widely from country to country and are subject to change so we would advise you to contact your local customs office for current, up-to-date information prior to placing your order.
We will also not be liable for any further costs incurred as a result of a recipient's refusal to pay customs charges and will charge accordingly for any charges incurred by DO as a result of the recipient's refusal to pay the applicable charge levied by Customs.
- Why is CPF number is required for Brazilian Customers?
The CPF number (Cadastro de Pessoas Físicas - Natural Persons Register) is a number attributed by the Brazilian revenue agency. The CPF is required because Brazil customs strictly check each resident importing goods.
- Why is PID reference required for delivery in Norway?
For Norwegian customers your PID number is required for any shipments going through customs, this will likely be the case for any orders over the weight of 2KG.
- Do you deliver to British Forces Post Office (BFPO)?
Unfortunately, no we do not at this time.
- Has my order been dispatched yet?
As soon as your order is dispatched from our warehouse you will be sent an automatic email to confirm that it's on the way with an approximate delivery time frame. If your order has been sent on a tracked service the email will include reference details and a link to the courier website. You may not get any tracking information on the courier's website until the following working day after dispatch.
Please note: Collections from the DO warehouses are Monday - Friday. If your parcel is marked as dispatched after 6pm or on Saturday or Sunday it will be collected on the next working day. From the next working day after that you will be able to track it on the courier's website.
- After dispatch how can I track my delivery?
When your order is dispatched you are sent an email to confirm that it's on its way to you. Included in this email is your tracking number and details of how to track your order depending on which courier has been used.
If your delivery has been sent via Royal Mail:
Please enter your 13 Digit reference number in the 'Track and Trace' box on the Royal Mail website. The status of your order will then be shown. If you miss the delivery, please take your missed delivery notification card to the Royal Mail collection office to collect your parcel. You will need to take some identification with you. ROYAL MAIL will hold your order for up to four days before returning it to us. If you did not receive a card you will need to contact your local Royal Mail collection office. If you feel you need to contact Royal Mail concerning the whereabouts of your parcel please call Royal Mail customer service on 08457 740 740.
If your delivery has been sent via DPD Courier:
Please enter your 10 Digit reference number in the 'Quick track' box (when on the DPD website.) The full delivery status of your order will then be shown. All deliveries will need to be signed for between 9.00 a.m. and 6.00 p.m. Deliveries within the UK are sent on a next working day service and to the Republic of Ireland two working days. If you miss the delivery a card will be left, and they will attempt to deliver the next working day. If you feel you need to contact DPD concerning the whereabouts of your parcel please call DPD customer service on 08445 560 560 (International team 08459 300 350.
- What happens if I'm not at my delivery address at the time of delivery?
If you are out at the time of delivery the courier, either Royal Mail or DPD should leave a card explaining where the parcel is being held and their contact details. If someone else is at the address they may sign for the parcel as the courier is contracted to deliver the parcel to the address stated, not the person. If you haven't received your parcel or a card within the expected delivery time you can track your parcel using information provided in your dispatch email. If you require further assistance, please contact a member of our Customer Service Team.
For Customers within Europe:
Royal Mail Deliveries - Royal Mail will export the parcel outside of the UK handing it to a trusted partner within your country, this is generally your national postal service. In most cases they will have left a card to highlight a failed delivery attempt and detail where the parcel is being held. If we have sent your parcel recorded, then use the tracking number on your national postal service website which may give a clear indication of its status. Failing this, please contact us and we will investigate.
DPD deliveries - DPD's network covers most countries within the EU so it will be a DPD van delivering the parcel. They should leave a card highlighting where the parcel is being held. You can easily track your parcel's status by visiting DPD's website (Check your dispatch email for details).
For Customers in the rest of the world:
Royal Mail Deliveries - Royal Mail will export the parcel outside of the UK, handing it to a trusted partner within your country, usually your national postal service. In most cases they will have left a card to highlight a failed delivery attempt and detail where the parcel is being held. If we have sent your parcel recorded, then use the tracking number on your national postal service website which may give a clear indication of its status. Failing this please contact us and we will investigate.
DPD deliveries - DPD will hand your parcel to a trusted partner company in your country for delivery. The parcel is likely to go through customs first and you may be contacted for payment of duties. We would expect the partner company to leave a calling card if there was a failed delivery attempt. You can check the status of your parcel by tracking it using the information provided in the confirmation of dispatch email. If you have any difficulties locating the parcel please contact our Customer Service Team.
- Do you deliver to an alternate/work address?
We ask that you provide the correct billing address details when submitting your order but you may change the delivery address to an alternative residential or business address. If you are requesting delivery in a different country to the billing address this will automatically go through a security check and we may contact you to confirm your details.
If you request a business address for delivery please make sure you enter the address as completely as possible including if necessary: Business name, building name, floor, department etc.
- What should I do if I don't receive the parcel within expected delivery time?
All parcels sent with these couriers should be easily tracked by using the reference number provided in your dispatch email on the courier's website. Even if there has been a delay there should be a clear indication where the parcel is and potentially the cause of the delay.
UK Customers: We would ask that you contact the courier who should be able to provide more detail regarding any problem. They may request further information to locate your address. If you don't get an adequate response, please contact us and we will investigate.
European Customers: DPD's network covers most of Europe so you may be aware of your local DPD delivery depot. If after tracking your parcel it's clear it's made it to your country, we would advise contacting your local depot. If you don't get an adequate response, please contact us and we will investigate.
Rest of the World Customers: Please contact us directly and we will get in touch with DPD to resolve as quickly as possible. Usually the couriers require that you reconfirm your contact telephone number or full delivery address so providing this information again when you first raise the query would be helpful.
Due to the nature of the services we use there is limited tracking on both UK and INT parcels.
For UK Customers: If you have not received your parcel, but it is it still in transit to you – we must wait 7 working days before we can investigate. If your tracking states the parcel has been delivered to you, but you cannot locate it then please call our customer service team, so our Transit team can advise accordingly.
Often, if there has been a delay in transit parcels may arrive a few days late. We must wait 14 working days until we can class the parcel as lost if there is no clear tracking information. We will monitor this and keep you updated.
For all Customers outside of the UK: Please allow up to 10 working days for delivery (14 days outside of Europe) Royal Mail will hand the parcel over to your national postal service for delivery. If you know where your local delivery depot is, we advise you contact them with your tracking number as the parcel may be being held for you. If this doesn't resolve the matter, please contact us and we will investigate. We must allow between 20 and 25 working days from the dispatch date until we can class the parcel as lost. This applies to most countries, however for lost parcels to South Africa and South America, we must wait 35-40 working days before we investigate them as missing items.
We thank you for your patience if you do experience any delays.
- Can I refuse my parcel?
If you want to refuse or have refused delivery for any on the below reasons:
- you did not want to pay import taxes
- you do not want the parcel
You will be liable for any costs, we incur from our courier for return delivery.
If, however, you refuse because there is something wrong with your order, something is missing, or the package is already opened then the above statement is not applicable to you.
- What happens if the courier misplaces my parcel?
In the unlikely event of your parcel being lost by the courier, as the sender, we will be responsible for making the enquires and eventual claim for the lost items. This means that once the courier classes a parcel as lost we can process a replacement or refund immediately.
If a parcel is sent on a Next Day Delivery service, we should get a much quicker and detailed response from the courier.
Please see the above FAQ on the procedure to follow if you have not received your parcel within the estimated time frame.
- What happens if my parcel is damaged upon receipt?
If the outer packaging of your parcel is open or damaged, please take images of what state you received it in and check all items are present and correct. If there are any problems with items missing or damaged, please contact our customer service team immediately. Please include details of what has happened – along with images of how the goods were delivered to you. We will then investigate this with the courier and converse with you if we need any more information to help the investigation move along
- What should I do if I receive the wrong item?
In the unlikely event we send you the wrong product, we will refund the cost of return postage back to the card used to purchase the item(s). Please send the product back to us by recorded delivery with a covering letter detailing what happened. As soon as we receive the returned item(s) we will despatch the correct product and issue you with the postage refund (please include the receipt for postage in the parcel).
- I have received a faulty item; how do I resolve this?
In the unlikely event that goods are faulty upon receipt, please contact our Customer Service Team as soon as possible so we can resolve the matter. We will endeavour to make the process of replacement as convenient as possible.
- An item is missing from my order, how do I resolve this?
If an item is missing from your parcel when it arrives, please check if you have any emails from us detailing if goods were out of stock when ordering. Usually you would know this beforehand as the item size would be greyed out; but in the rare event this is not the case; you can check for our email. If this is not the case and you have had no email correspondence from us, please get in touch with our Customer Service Team. Providing all relevant details including your order number, product code and description of item/s missing will help us to quickly resolve the issue
- Our Returns Policy
1. Merchandise must be returned in its original condition.
2. Merchandise must be unworn, unwashed, and in a resalable condition with all packaging and hangtags attached.
3. Please also enclose and complete the returns form attached to your dispatch note.
As an early 'do' pioneer we are offering our free return service. To take advantage of this service please visit the returns link below and follow the appropriate instructions.
- How do I return a product if I'm not happy with it?
If you find that the product is unsuitable, please return it in its original condition unused with all packaging and tags intact within 28 days of receipt for either refund or exchange. On the dispatch note is a returns form and label which both explains the returns process and requires you to complete the appropriate section so we know what action to take. Please add a covering letter if you feel the need to add more information or it simply will not fit on the returns part of the dispatch note. As an early 'do' pioneer we are offering our free return service. To take advantage of this service please visit the returns link below and follow the appropriate instructions.
Please return the order to:
'do' clothing ltd RETURNS DEPT
TORRE HOUSE, SHALDON ROAD,
Most importantly we suggest you use a recorded method of carriage to return the goods to us (check which is appropriate with carrier). We cannot be held responsible for items lost or delayed in transit on the way back to us.
If you have used the free returns label provided above, then please keep a copy of the tracking number and receipt given to you when the goods are handed into the post office. If you have not done this, then we recommended you use a recorded method of carriage to return the products to us as we cannot be held responsible for items lost or delayed in transit on the way back to us. You will also need to keep a receipt of your tracking number, in case this is needed by our returns team
- What happens if there is a fault with a product?
As an online business, we aim to provide a Returns service that is totally hassle-free for you.
If you find a fault has occurred with a product please return the item in a clean and dry condition to:
'do' clothing ltd RETURNS DEPT
TORRE HOUSE, SHALDON ROAD,
Make sure you include a covering note with your name/address/contact telephone no. or email address, clearly explaining the reason for return along with the outcome you would like (Replacement, Exchange or Refund ). We endeavour to deal with returns within 3 - 5 working days, however this may extend at busy times of the year. Most importantly we suggest you use a recorded method of carriage to return the goods to us (check which is appropriate with carrier). We cannot be held responsible for items lost or delayed in transit on the way back to us.
- Have you received my returned goods?
As soon as your return has been processed by our warehouse, we'll email you to let you know. If you have requested a refund then this will have been processed at this point. If a replacement or exchange is being processed the goods will be dispatched soon after.
If you have not received notification that we are processing the return firstly track the parcel with the courier you sent it with to confirm it's reached us; if it hasn't they will investigate for you. If it is confirmed at DO please contact our Customer Service team straight away and we'll resolve the matter quickly.
- I have been refunded the incorrect amount?
We are very sorry if we have made a mistake on your refund. Please get in touch with us and we will try and sort it out for you as soon as possible. The following may affect the amount you have been refunded:
- Any discounts that were applied at the time of sale, which may not now be applicable.
We may have refunded you less returns costs. If you have refused the delivery of your parcel, or not contacted the courier/mail service after they have attempted to deliver to you, you are then liable for the return charges made by the courier to have it returned to us. This amount varies depending on where the parcel is returned from and its size.
- I returned an item and it was incorrectly refunded or replaced.
We are really sorry if we made a mistake when processing your request.
If you were expecting a replacement and got a refund instead, this may be because we were unable to exchange the item for what you wanted due to stock availability and could not reach you for an alternative decision on what you would prefer. In this instance we would automatically issue you with a refund, so you have the choice to purchase whatever goods you want instead. If you contact our sales team to reorder, we will offer free delivery on the replacement item/s.
If you were expecting a refund and we sent you replacement goods please get in touch with our customer service team and we will resolve the problem as conveniently as possible for you.