NOTE: Coupons and discount are only valid when items are not discounted 
storewide. When we have a storewide discount offer all coupons and codes
are not valid on those products and the storewide code is.

Shopping
How do I add an item to the shopping cart?
How do I know my item has been added to the shopping cart?

Getting to the checkout?
How do I edit items in my shopping cart?
How do I check the shipping charges for my items?
I’m having trouble accessing your site?
How do I order more items than your store carries?

My Account
How do I create an account?
I forgot my password?
I can’t sign into my account?
I can’t remember my log-in?

Guarantees
Price Policy
Privacy Policy
Security Guarantee
Delivery Guarantees

Returns
Return Policy
I’d like to exchange an item?
What is your return address?
Have you received my returned item?

Order Status
How do I know the order was processed?
Can I track my order and has it been shipped?
Order has not arrived?
My order was missing an item?
I have items on back-order when will they arrive?
I received an incorrect item

Shopping and Charges
Do you ship to my country?
Payment options?
When will my order ship and what are my shipping charges?
How will the charge appear on my credit card statement?

Tracking: Use your tracking number at

http://auspost.com.au/track/

Pricing and Billing
I have a question on my charges
I need a copy of my receipt/invoice
When will my credit card be charged?
What is my CVC code on my credit card?

More Answers
How do I contact you?

Contact
Customer care
Media relations
Buying department and commercial contact
Marketing

 


 

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How do I add to the shopping cart?

You can add to the shopping cart basket from the detailed page of a product. On a product page there is a button "add to shopping cart" you can click on to add this item to the basket. If the item requires you to select size and colour this must be done first.

How do I know my item has been added to the shopping cart?

Once you have clicked on the "add to cart" button to place the item in your shopping cart basket, your page will refresh and the item will be added to your cart. You can then locate your otems in the shopping cart under "My Cart"  at the top of the page. It will show how many items you have ordered, if you click on "My Cart" and access your shopping cart you can edit the contents of your cart

How do I get to the checkout?

First locate the shopping "My Cart" link or the link to "Checkout" in the top menu navigation bar. When you access the checkout throough this link you can then process you order

How do I edit my items in my shopping cart?

First locate the shopping cart basket or  "My Cart" in the top menu navigation bar. When you go to the cart you can edit the amount of items and what items are in you cart.

How do I check the shipping cost on my items?

Shipping Costs can be found on this page "Shipping Details". 

Or -

Add the items to your cart you wish to find shipping costs for, then access your shopping cart, here at the bottom of your items is a box where you can get an estimate of shipping costs for your order, then you can select the shipping method and cost and then add it to the total so you can see the total costs. 

I’m having trouble accessing your site?

First clear you internet history in your browser, try another browser such as google Crome, IE, Opera, Safari or FireFox. If it you still ahve trouble contact us though the "Contact Us" page and we will assit you.

How do I order more items than your store carries?

We allow backorders and pre-orders on many products that we sell.  The ability to order more of a product than what we currently have in stock is shown by clicking the 'Check Stock Availability & Backorder Options' button on any product page.  Please be aware that if you order more than what we have available in the warehouse, or something that we do not have available in the warehouse at all, it will delay the shipment of your entire order until that item arrives in our warehouse.   If you would like part of your order now and backorder items later, we suggest either placing two separate orders, or contacting us about arranging two deliveries of your order.

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How do I know the order was processed?
When you click the place order now button it will process the order and then refresh the screen it will confirm your order has been proscessed, it will also provide an inovice number and etxra details depending on payment method. You will also get a confirmation email 

How do I track my order? Has it been shipped?

You can check the status of your order by logging into your account using your email address and password that you used when ordering, in the account section you can look at your order, if it has shipped, shipping and tracking information.

My order has not arrived?

If your order has not arrived yet, please log-in to your account to check if it has been shipped, next check tracking to see if it has been shipped and then delivered, it may be sitting at your local post center if no one was home to take delivery of your mens underwear package. If you find it has been delivered or is being delivered and you still have not Please contact the DUGG team via the "contact us" page if your order has not been received within the time originally stated in the checkout or what you deem to be reasonable. Please include your order number and a brief note.

An item is missing from my shipment.

Please contact the DUGG team via the "contact us" page if your order is incomplete or incorrect. We'll be sure to fix this up for you as speedily as possible and at no expense to you.

When will my backorder arrive?

If the item is later than expected, please contact the DUGG team via the "contact us" page.

I received an incorrect item

We are human, we make mistakes sometimes but are happy to fix them, please contact us on the contact us page and we will fix as a priority.

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How do I create an account?

Click on my account in the header at the top of the page, then follow the steps by adding your information.

I forgot my password.

On the edit page of your account, found via the "Members" box, there is a link called "Forgotten your password? Click here." This is where you can have your password emailed directly emailed to you.

I can't sign into my account?

check to see whether the email is correct, it is the one which you signed up on. you can also reset the passord and try again.

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Do you ship to my country?

To find out if we ship to your country, first fill your shopping basket and locate the shopping cart basket on the side column of this site. Within this shopping basket there is a link called "calculate shipping". Once you click on this link there is a drop down list of countries to choose from, if your country is listed then our online store will ship to you. If we don't ship to you country we may accept an order, though only through the PayPal system of paying.

What are my payment options?

You may pay by Credit Card - American Express, Visa, Mastercard, PayPal or Direct Deposit (Direct Deposit is only available for Australian customers)

Payment Options Page "Payment Options"

Payment options will be listed on the third page of the secure checkout. At the base of the page there will be a drop down list to choose your preferred method.

When will my order ship and what are my shipping charges?

Your order will usually ship within 24 hours on business days. Shipping charges can bee seen on the "Shipping Options" page.  We offer FREE SHIPPING within Australia for many orders.

How will the charge appear on my Credit Card or PayPal Statement?

Charges on your credit card will appear as our company name - FLOOR FIVE PTY LTD in Fortitude Valley.  PayPal charges will appear similarly.  If you find a charge on your credit card from FLOOR FIVE PTY LTD it will be from us or one of our other online stores.

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Price

All prices shopping cart are guaranteed to be fair and accurate in our industry market, they will not alter from the time of your purchase to the time you are charged.

Privacy Policy

We will not sell, share, or rent this information to others. This site collects information from our users at several different points on our website. Please refer to our privacy policy.

Security

This shopping cart has bit Secure Socket Layer protection, the highest level protection for INTERNET sales. The checkout securely encrypts all payment information when a small padlock appears in the bottom right hand corner of your INTERNET browser.

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I have a question on my charges.

Please contact the DUGG team via the "contact us" page if you have any questions regarding your order.

I need a copy of my receipt/invoice

Log-in to your account and you have access to all your past orders, you can print out your invoices from here.  If you do not have an account, please get in touch and we can email you a copy.

When will my credit card be charged?

Your credit card is charged immediately on purchase, if your card can not be charged, the goods you ordered will not be sent.

What is my CVC number on my credit card

It is the 3 digit code located on the back of your card, on American Express cards it is a 4 digit code located on the front.

How do I find my product?

There are three ways to find the item you are looking for. 1) Browse through the stores categories. 2) Use the search tool to find the item through keywords. 3) Browse by brand.

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Contact

How do I contact DUGG.com.au Customer care?

You can contact us via email, phone or fax details are located on the "Contact Us" page.

Media relations contact?

Buying department and commercial contact?

Marketing contact?

Please contact us through the contact us page.  Our phone number is there too.

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What is you return policy?

Return Process:
You can return any new, unused, unwashed product to us within 100 days of purchase for a refund or credit.  Please see our Returns Page for more information.

Notice:
Due to health regulations we do not accept worn or used underwear, they must be in an unopened packing and have all tags attached. We DO NOT return worn or washed underwear due to health regulations.

I’d like to exchange and item?

We like to make things simple at DUGG.  If you would like to exchange your product, simply return the goods you wish to exchange to us and purchase any new items on the website.  We'll refund you for anything you send back so it's a simple return for refund and buy any new items you like.  For more information, see our Returns Page.

Notice:
Due to health regulations we do not accept worn or used underwear, they must be in an unopened packing and have all tags attached. We DO NOT return worn or washed underwear due to health regulations.

Have you received my returned item?

Please use tracking to know if we have recieved your return, or contact us to ask.

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