Hi Nkki,
We're sorry to hear about your experience with this order.

Generally, it takes any of our warehouse facilities 2-5 days to dispatch orders and tracking numbers can occasionally take a few days after that to update. From this point and depending on your country, delivery on DHL generally takes 2 - 5 days.

Every month we process well over 1k packages delivering to customers across ANZ, US, UK and the EU. Are 100% of those deliveries made without a single error? No, of course not.

However, some 90%+ of our orders are delivered within our estimates... and this number keeps improving every month as our global team works hard - literally 24/7 - across half a dozen timezones to make it happen. Weve additionally hired two more staff in customer support in the last month to ensure when there are issues; theyre handled promptly and efficiently.

We also offer optional Shipping Protection on your cart at checkout, including delay cover and a full refund of your shipping fees if delivery is made outside those timeframes.

You elected not to receive this protection and instead took to destroying our social media accounts with vile negativity, given our team had communicated with your initial query promptly within a day and was happy to help you.

You have since been both refunded AND still have a package in transit to you while our team now wastes time trying to turn it around.

In future, do everyone a favour and read the policies of the company you are buying from, and for the love of god, stop buying outfits to wear only once; it not only creates waste, its a waste of your money, period.

Please dont shop from us again.

All the best <3

The package was supposed to arrive on the 8th, the latest 11th and the email I got on Friday said it would be coming on the 21st so why do you make it an option for express post if you dont post it for 2 weeks after placing the order? And I also just commented on your posts saying it was a scamming website, dont see that as a vile comment and it was the only way I could get you guys to contact me back after telling me it was dispatched for a week but it actually wasnt. If this is the response Im going to get from customer service then I wouldnt want to be dealing with you again. Every single review on here is the same so I think you need to do something to change or get different staff that are not so rude and useless!

Hi Iano,

I'm sorry that you didn't get the best experience with us. We don't have a phone number for customer support, but you can always contact us by email or by DM on the social media.

Our packages, with standard shipping, usually take 7-14 working days to be delivered. Unfortunately, sometimes delays occur. Nevertheless, we're here to help you and ensure that you receive your items, and that you're happy with them.

To solve this situation, please email us to [email protected] with your name, and order number, so I can follow up this for you.

All the best <3

Ive emailed you multiple times. Youve sent back one generic email saying delivery can sometimes take longer. Ive requested a refund multiple times. Youve never addressed this.

Hi Jasmine,
Were really sorry to hear about your experience here.

Weve managed to locate your order however there are only two items of clothing and two pairs of sunglasses. The glasses it looks like youve kept.

The rave set, honestly we love ourselves and have even had a skydiver using it in a competition recently - you can check out some videos on our Instagram. We couldn't see see any images of the set in your support ticket, but based on those of the shirt, yes it looks like there are minor defects with the stitching.

As per our refund policy, well happily replace or resend any item that is defective.

Alternatively, at the time of lodging the return you may also choose store credit to spend on either Doof Store or more than a dozen of our global partners located in Australia, Europe, UK & the US.

With over 2.5k products we regularly review the return rate of each and remove those that arent meeting consistent quality standards. Even still, on occasion, yes there can be defects the warehouse team or partners dont pick up on and we apologise for that.

Just let the support team know, theyll be happy to assist you with a reshipment or alternative. If you are still not satisfied with the replacement, they can escalate your ticket to management.

Again we apologise for the experience you have received.

All the best <3

Hi Ruby,
Were incredibly sorry for the experience you have received on this order, your ticket has been raised to priority with the support team & if a refund was promised it will be promptly issued.

Were currently growing at an incredible rate as COVD restrictions have lifted and are doing our best to hire more support and technical staff as fast as possible. To make things worse we've also had several staff away with illness this month.

We appreciate your understanding and again, we sincerely apologise for the experience youve received in this instance

I ended up contacting them via Facebook messenger advising I would just dispute it with my bank and then 2 days later I had a refund processed! When you charge back items it puts a black mark against their business!

I emailed them the same, but unfortunately in didnt get the same response, or any response for that matter. I also tried contacting them through the PayPal forum through which I paid but got no response either. Ive been trying to get a refund since November, having paid for my product in October I only found out it wasnt in stock through chasing them. Looking at this feed it seems they are in a habit of advertising and selling stock they dont have and then try to keep the money, if they get a black mark against their name thats in them.

Hello aoifef395.

I am really sorry about the experience you had with our store, however, we dont have any customer that has sent 5 e-mails in the past month asking for a refund. If we did, the situation would have been solved already. If our Support Team hasnt responded to your 5 e-mails it means that we are not receiving them and there may be something wrong.

We deliver hundreds of orders every week and sometimes errors may occur, including with Out Of Stock products. When a product gets out of stock we always inform and refund the customer.

Can you give us your order number and e-mail so that we can contact you to figure your situation out?

Wish you a wonderful day.

This is a fake review

This happened to me too, I've just added my review, they said the item wasn't in stock offered to refund me and have ignored me ever since. I've had to lodge a dispute with my bank to get my $146 back. Total disgrace!