FAQ

 

SHIPPING

 

How do you ship my order?

We ship all orders from our warehouse in Heerlen, The Netherlands. All packages are discreetly shipped with no indication of what product is inside. All our orders are shipped discretely for your privacy. 

 

How does my order get to me?

We ship our products with MyParcel and PostNL. International packages are usually handled by a second national shipping company once the package has gone through customs. The number of delivery attempts vary based on the country of delivery and based on the shipping company that handles shipment. In general, packages addressed to private clients are offered twice before the package is brought to a pickup location; packages addressed to business clients are generally only offered once. In the event that your package is brought to a pickup location you will be informed hereof by the shipping company that is in charge of the delivery.

 

Do you accept international orders?

Yes, we do. With the exception of Dieci Does spray cans, digitaldoes.com accepts orders from any country in the world. Due to strict transport regulations we are unable to ship Dieci Does spray cans outside of Europe.

 

Will you inform me when my order is shipped?

Once you have paid for your order we will send you a confirmation email to confirm that your order has been successfully received. As soon as your order is shipped you will receive a confirmation email including track and trace details. 

 

Do I have to be present when my package arrives?

For all packages it is required that you sign for delivery. Therefore it is important that someone is present at the address at the time of delivery. 

 

Can I follow my order in transit?

Yes you can. As soon as your order is shipped you will receive a confirmation email including track and trace details.

 

How long will it take for my order to arrive?

Shipping within Europe generally takes 3 to 7 business days from the day of shipment. Shipping outside of Europe generally takes 7 to 15 business day from the day of shipment. 

 

What are the shipping costs based on?

Shipping costs are automatically calculated when you place your order and will depend on your shipping address, the weight and the size of your order. 

 

What should I do when the package that I received is damaged? 

Please note that you should never accept a package that shows signs of damage. In the unlikely event that the shipping company wants to deliver a damaged package to you, decline the package and send an email to shop@digitaldoes.com to inform us of the situation within 1 business day of accepting the package. In the unlikely event that you accepted a package that did not seem damaged on the outside and the product inside is damaged, do not handle the package any further and send an email to shop@digitaldoes.com with images of the damaged product and the original packaging within 1 business days of accepting the package. We will then contact the shipping company to notify them of the situation.

 

 

 

RETURNS

 

What is your return policy?

You may return a product purchased from us for any reason, keeping the following in mind:

The product should be unused and undamaged. 
You should return the product to us within 14 business days of the email confirming shipment.
Shipping and handling fees for return shipment are non refundable.
To receive a refund you must obtain a RA (Refund Authorisation).
For more details about our return policy, please consult our Terms & Conditions.

 

What should I do if I want to return a product?

If you want to return a product you should send an email to shop@digitaldoes.com, stating your order information and explaining why you wish to return the product. If you want to qualify for a refund, please bear in mind that you can only return unused and undamaged products, that you should return your product to us within 14 business days of the email confirming shipment and that you will need a RA (Refund Authorisation).

 

How do I obtain a RA (Refund Authorisation)? 

To receive a refund you must obtain an RA (Refund Authorization). You can obtain a RA by sending an email to shop@digitaldoes.com stating your order information and explaining why you wish to return the product. You should only send back the product after you have received our confirmation email. 

 

What address should I use to return my order? 

Products that are returned should be sent to the following address:

Digitaldoes.com

Kloosterweg 1

6412 CN Heerlen

The Netherlands

 

What should I do when I received the wrong product or the wrong quantity?

First of all, we sincerely apologize for this inconvenience. We work hard to avoid any mistakes. Please send an email to shop@digitaldoes.com stating your order information and the content of your order. We aim to respond to your email within 3 business days. Provided that we shipped the wrong product or the wrong quantity, we will, if applicable, ask you to return the product that you did not order to our return address. Once we receive your return product, we will ship the right product to you and send you an email to confirm shipment. 

 

What should I do when I ordered the wrong product by mistake?

If you ordered the wrong product by mistake, please send an email to shop@digitaldoes.com. If the product has not been shipped yet, we are happy to correct your order. If the product has already been shipped, we are happy for you to return the product once you receive it and ship the right product to you once we receive the return product. Please bear in mind that you can only return unused and undamaged products, that you should return your product within 14 business days of receiving the product and that shipping and handling fees for return shipment are not refundable. 

In the event that the product you meant to order costs more than the product you ordered, we will ask you to transfer the difference to our account before we ship the product. If the product you meant to order costs less than the product you ordered, we will reimburse you and transfer the difference to your account. 

 

I returned a product. When will I get my money back? 

We will reimburse you once the complete, unused and undamaged product has been received by us. For returns you are responsible for the cost of return shipment and you must carefully package the product to prevent the product from being damaged. An email confirmation and a refund to your account will be issued within 30 days after we receive your return product.

 

I returned a product, when will I get my replacing product?

We will ship your replacing product after the complete, unused and undamaged product that you ordered has been received by us. When you return ship the product that you ordered, please bear in mind that you are responsible for the cost of return shipment and you must carefully package the product to prevent the product from being damaged. An email confirmation and your replacing product will be shipped to you after we receive your return product.

 

Do I have to pay the shipping costs for returning a product?

When you decide to return a product, you will bear the cost of return shipment unless the product was damaged upon delivery. Please note that you should never accept a package that shows signs of damage.

 

 

 

PAYMENT

 

How can I pay for my order?

You can pay for your order using any of the following payment methods: Creditcard, PayPal, iDEAL, SOFORT, MisterCash and SEPA transfer.

For more information on these payment methods, please refer to the websites of the respective online payment services. 

Should you be unable to pay via any of these payment methods, please write to shop@digitaldoes.com and we will try to assist you.

 

 

 

OTHER QUESTIONS YOU MIGHT HAVE

 

Is there a minimum order amount? 

No. You can order single products on digitaldoes.com. 

 

Why do some products run out of stock?

The products on digitaldoes.com are limited edition products and are not reproduced once the products from the first batch have been sold. We strive to offer you new designs on a continuous basis.

 

I placed an order but did not receive a confirmation email. What should I do?

First of all, we apologise for this inconvenience. We kindly request that you check whether you entered the correct email address and write to shop@digitaldoes.com with a detailed description of your order. We aim to respond to your email within 3 business days. 

 

Why do you not sell Dieci Does spray cans outside of Europe?

Due to strict transport regulations we are unable to ship Dieci Does spray cans outside of Europe. We advise you to contact your local Ironlak dealer.

 

What about my privacy?

At digitaldoes.com we take great care in handling your personal information. We will use your personal information only for purposes relating to your order, e.g. to notify you of the status of your order. Personal information is carefully processed and protected and we comply with rules and regulations formulated and governed by the Dutch Data Protection Authority. For more information please consult our Privacy Policy.

 

Is it possible to order a canvas? 

Yes this is possible. For more information please contact us via laboratory@digitaldoes.com. 

 

 

 

CONTACT 

 

How can I get in touch?

For questions about Does’s work or if you would like to get in touch about projects or commissioned work, please contact us via laboratory@digitaldoes.com.

For any questions related to the webshop or products that you purchased through the webshop, please contact us via shop@digitaldoes.com.

 

 

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