FAQ's

GENERAL

How do you treat my personal information?

Please be assured that all personal information is kept private and confidential. Under no circumstances will we share your information with a third party. For further information, please refer to our Privacy Policy.

 

What payment methods do Dotti & Cub accept? Is it safe to use my credit card?

We currently accept the following: Visa, MasterCard, American Express, PayPal, Shop Pay, Google Pay & Apple Pay and Afterpay. All payments are processed via Shopify and are secure and encrypted.

 

Will I have to pay duties & taxes?

Unfortunately, duties and taxes vary from country to country, payment of these (if applicable) are the responsibility of the customer. If you refuse to accept delivery because of duties & taxes and we have to have the goods returned to us, you will have to pay the courier and any duty costs out of any refund we make to you.

 

What is the fit of Dotti & Cub garments?

All items are true to size based on an average sized child. However, we appreciate there is a lot of variability in children's growth and when the style warrants, we will provide advice in product descriptions to size up or down based on the style of the garment. We have a size guide available to help you make the correct decision for your child and are always willing to answer any questions you have.

 

Can I make changes to my order?

Unfortunately, we are not able to change or cancel an order once it has been placed. Please ensure you choose your items carefully and add the correct shipping address before placing your order. Once a payment has been received and your order is completed, it is then subject to our returns policy if you wish to make a change.

 

I forgot to apply a promotional code to my order, can I get a refund?

Once your order has been processed, we cannot apply any promotional codes. Please ensure you apply them prior to checking out as refunds will not be offered because you omitted to apply your code.

 

Do you wholesale?

We do offer wholesale opportunities. To find out more please visit our wholesale inquires page.

 

Did my order go through?

You will receive a confirmation email once your order with Dotti and Cub has been processed. Please check your email (and junkmail) for this order confirmation with your order details. 

If you have not received your order confirmation within 24 hours, please contact us via our Contact Us page and we will provide further assistance with your order process.

 

Can I call and speak to someone about my order?

Unfortunately, our customer service team does not operate via phone. Please contact our customer service team who are always happy to help with any query via our Contact Us page.

 

SHIPPING

 

When will my order be shipped?

We ship our orders every Monday, Wednesday and Friday.

 

Do you ship worldwide?

Yes we do! If you are concerned about the reachability of your location, please contact us via our Contact Us page. Locations outside of Australia and New Zealand, typically take between 10-18 business days to deliver. 

 

Will my package include tracking?

Yes, all our parcels are dispatched with a tracking number which you will receive with your shipping confirmation.

 

If I pre order an item and I also order an in-stock item, when will delivery be?

Your order will be sent in full, so it will be once the pre-order released date has been reached. If you don’t wish to wait for your other Dotti and Cub pieces, please order these items separately.

 

Do you have shipping insurance?

It is the responsibility of the purchaser to organise their own shipping insurance. We do not cover insurance, duty or taxes in the shipping component that is paid during checkout.

 

My order hasn’t arrived yet. What do I do?

Your first step should be to contact the courier in your shipped confirmation email referencing the items tracking number. After this if you have further queries, please contact us via our Contact Us page.

 

What if I entered an incorrect address by mistake?

If an order is delivered to an incorrect address and needs to be sent again, you will be charged for the additional delivery once the items have been returned to us from the incorrect address.

 

RETURNS

Love and care goes into every Dotti & Cub garment, however, if you are unsatisfied with your purchase, we are happy to offer a store credit. We do not offer refunds for change of mind.

Please note, returns will only be accepted if the following conditions apply:

• Item(s) have been returned within 7 days of you receiving your Dotti and Cub package.
• All returns must be pre-authorised via email prior to sending the goods back.
• Item(s) item must be returned unused and in the same condition that you received it. They must also be in the original packaging, including tags and coverings, and garments must not be washed or worn.
• Return shipping costs are at the customers expense. Dotti and Cub does not provide return labels.
• International orders (outside of Australia) and sale items are considered final sale and are not able to be returned. 

If you wish to make a return please email contact us through our contacts page with your order number and return details. For further information please refer to our Returns Policy.

 

Will my credit include shipping costs?

Unfortunately, shipping costs are non-refundable.

 

How should I ship back to you?

We recommend returning items through traceable mailing method, as any returned items that are not received by Dotti and Cub will not be processed. We also recommend that customers ask for proof of postage at the time of posting returned items. 

 

How long does my store credit last?

Dotti and Cub store credits are valid for 3 years.

 

How do I use my store credit?

The store credit will be emailed to you and the email contained a store credit code. The code must then be applied at the checkout and the value of the credit note will be applied to your order. Please ensure this is applied before proceeding to confirm the order. 

 

What if I’ve paid with Afterpay?

If you return an item purchased through Afterpay, we will issue you a store credit. As Afterpay is a third party provider, your agreement with them still stands and you will be required to continue to pay any scheduled payments. For any repayment queries please contact Afterpay through their website. PLEASE NOTE: No refunds will be processed on Afterpay orders.

 

How will I know when my return has been processed?

Once your return has arrived back at Dotti and Cub, it will be processed within 7 days of receiving it. If your return is approved after inspection, you will receive an email letting you know we have received it with your store credit code.

 

When will I receive my store credit?

Your store credit will be issued to you once your return has been processed. We’ll send you an email confirmation with your store credit code letting you know that the return has been processed.

International and Sale Orders:

All International orders (outside of Australia) and discounted or sale items are final sale and are not eligible for returns, exchanges, or store credit.

 

What happens if my item is faulty?

All our items are manufactured with the upmost care for each and every piece. If you feel you have received a faulty item, please contact us immediately at through our contact page with the email subject FAULTY ITEM.

Please inspect all goods upon arrival and ensure to get any faulty items returns back to us within 7 days of receiving the item. Please do not send anything back to us if we have not been made aware of the issue/ fault and discussed this with you. 

If the item is deemed faulty we will offer a replacement (if we have a replacement in stock), or refund once we have received the returned item. We cannot process a return for a faulty garment if we do not get the opportunity to view and inspect the fault.

 

Can I exchange my order?

Unfortunately, we do not offer exchanges. If you do wish to swap your purchase, we recommend you returning your items back to us, and using your store credit to place a new order.