Client service

SHIPMENT

On Dodo.it, the standard and express shipping options have to be paid unless the free shipping promotion is active.

You can choose the express shipping option in the countries where the service is available. Please check the table below to know the available shipping option timing and costs for each country.

Please consider that the delivery timing starts from the moment when your order is shipped, not placed.

All orders are processed from Monday through Friday, excluding weekends and holidays. To calculate the total delivery time for an order, in addition to the time indicated by the Client’s preferred shipping method, please consider up to two business days from the date the orders is placed.

You will receive an email containing your Tracking Number once your package has been shipped from our warehouse.

Our courier delivers from Monday to Friday during business hours and will make three delivery attempts. After the third failed attempt, your order will be returned to our warehouse. Please note that once you have placed an order, it is no longer possible to modify your shipping address.

All orders are processed automatically and we are unable to expedite or delay shipping times on request.

The purchased Products shall be delivered by a courier service selected by us (“Courier”). Products shall be delivered to the address indicated by you in the order form. We are not responsible for any delivery problems arising from incomplete or incorrect address details supplied by you. Please note that we will not deliver to PO Boxes, address of freight forwarders, or hotels. Moreover we will not deliver to Ile d'Heligoland, Bisingen, Iles Canaries, Lanzarote, Fuerteventura, Gran Canaria, Tenerife, La Gomera, El Hierro, La Palma, Plazas mayores, Ceuta, Melilla, Plazas menores, îles Zaffarines, île du Congrès, Île Isabelle II, Île du Roi, îles Alhucemas, Rocher d'Alhucemas, île de Terre, île de Mer, Rocher de Vélez de la Gomera, DOM_Départements d’Outremer, Guyane Française, Guadeloupe, Martinique, Réunion, TOM _Territoires d’Outremer, (COM_collectivités d'Outremer & TAAF), Nouvelle-Calédonie (COM), Wallis et Fortuna (COM), Polynésie Française (COM), Mayotte (COM), Saint-Martin (COM), Saint-Barthélemy (COM), Saint-Pierre-et-Miquelon (COM), Terre australes et antarctiques françaises (TAAF), Mont Athos, Livigno, Campionne d'Italia, Lac de Lugano, Azores Islands, Sao Miguel islands, Santa Maria islands, Terceira islands, Graciosa islands, Sao Jorge islands, Pico islands, Faial islands, Flores islands, Corvo islands, Porto Santo, Les Iles Anglo-Normandes, Alderney, Jersey, Guernesay, Sark, Herm, Les Minquiers, Gibraltar.

The delivery address of your order must match the country site in which you place your order. Orders made from a different country site than the delivery address will be automatically cancelled. Please select the correct country site for your order from the link in the footer of every page.

The billing address may be different form the shipping address and it can be in a country different from the country site in which you place your order.

You will receive a confirmation e-mail as soon as your order will be shipped. In this e-mail you will find a tracking code so that you will be able to follow your order until it is delivered.

Upon delivery of the Products by the Courier, you (or the person designated by you) are required to sign the delivery note and to provide an ID document.

RETURNS

You must return the purchased products within fourteen (14) days from the delivery date for receiving a refund of the purchase price. Only the purchase shipped to Japan, Mexico and US can be returned within thirty (30) days.

The Products shall be returned in their original condition, unaltered, unused, undamaged, in their original packaging and with original tags and labels attached along with all accessories and related documents (e.g., instructions booklet, Product certificates, etc.) if any, and undamaged box.

If you decide to return your order, please follow the instructions in order to complete the return process with no additional fees and receive a full refund.

1. Complete the return form that you will find in your order's original package, check the product/s, the quantity and the reason why you would like to return the selected items.
2. Insert the return form together with the product/s you want to return in the original package or in a box with similar dimensions. Please apply the pre-paid currier return label on the box and secure the package for mailing. Please place the label in such a way that it is perfectly visible on the box so that the return address and the barcode are not hidden in any way.
3. Drop off the package at the nearest UPS Access point or contact UPS to schedule a pick-up.
   • Your nearest UPS Access Point can be located here: https://www.ups.com/dropoff/
   • To schedule UPS pick-up: Call (1-800-PICK-UPS) or visit https://wwwapps.ups.com/pickup/schedule.

If you want to know the UPS pick-up number or link specific for your country, please see the table below:

You will be notified by email when the package arrives in our warehouse. We will verify if the package meets return conditions and requirements as well as conduct Product quality check. Only after the product is deemed acceptable/compliant to our conditions and requirements, we will proceed with a full refund. You will receive a Credit Note notification email once the refund is processed.

If you have lost the label, please contact our Client Service through the contacts available in the Contact Us section of the Website.

We will refund you all amounts paid by you within fourteen (14) days from the date we received your returned product, or you have provided evidence that you have returned them, whichever is the earliest.