FAQ
Frequently Asked Questions (FAQ)
Products
What are your products made from?
At Dokamu, we carefully select products made from quality materials. Each product page includes detailed information about materials, features, and specifications so you can make an informed purchase decision.
Are your products safe?
Customer safety and satisfaction are important to us. We carefully review the products we offer and provide detailed product information. If you have any questions or specific concerns about a product, please contact us before purchasing.
Are your products suitable for all ages?
Product suitability depends on the individual item. Please check the product description and specifications on each product page for recommended age guidance and usage information.
For products intended for children, adult supervision is recommended where appropriate.
Are your products handmade?
Some of our products may be handmade or crafted with special attention to detail. Product descriptions will provide specific information about the manufacturing process and materials used.
Do you offer gift wrapping or personalisation?
We do not currently offer gift wrapping or personalisation services. Orders are carefully packaged to ensure they arrive safely.
Can I request a custom product?
We do not currently offer custom orders through our website. If you have a specific enquiry, please contact us at contact@dokamu.com and our team will do our best to assist you.
Orders
How do I place an order?
Simply browse our products, add your chosen items to your cart, and proceed to checkout.
Once your payment has been successfully completed, you will receive an order confirmation email.
Can I change or cancel my order?
Because we process orders as quickly as possible, any changes or cancellation requests must be submitted before your order has been dispatched.
Please contact us as soon as possible at:
Email: contact@dokamu.com
Include your order number and the requested change.
If your order has already been dispatched, we are unable to cancel it. In this case, please refer to our Returns and Refunds Policy after delivery.
I have not received an order confirmation email. What should I do?
Please check your spam or junk folder first.
If you still cannot find your confirmation email, contact us at contact@dokamu.com with the email address used during checkout and we will assist you.
Shipping and Delivery
Where do you ship to?
We currently ship within the United Kingdom only, including:
- England
- Scotland
- Wales
- Northern Ireland
International shipping is not currently available.
How much does shipping cost?
Shipping is free on all orders.
There are no minimum order requirements and no hidden delivery fees. The price shown at checkout is the final amount you pay.
How long will my order take to arrive?
Orders are usually processed within 1–2 working days after payment confirmation.
Once dispatched, delivery typically takes:
2–5 working days after dispatch
Delivery times may vary depending on the carrier and circumstances outside our control.
What delivery service do you use?
Orders are shipped using reliable UK delivery services.
Where tracking is available, you will receive tracking details by email once your order has been dispatched.
How do I track my order?
Once your order has been dispatched, you will receive a confirmation email containing your tracking information.
If you have not received your tracking email, please check your spam or junk folder before contacting us.
My order has not arrived. What should I do?
If your order has not arrived within the estimated delivery timeframe, please contact us at:
Email: contact@dokamu.com
We will review your order status and assist in resolving the issue.
Can you deliver to a PO Box?
We recommend providing a full residential or business delivery address.
Some delivery services may not be able to deliver to PO Box addresses.
What happens if I entered the wrong delivery address?
Please ensure your delivery information is correct before completing your order.
Once an order has been dispatched, we may be unable to change or redirect the parcel.
Dokamu cannot be held responsible for delays or failed deliveries caused by incorrect address information provided by the customer.
Returns and Refunds
What is your returns policy?
You have 30 days from the date you receive your order to request a return.
Items must:
- Be unused.
- Be in their original condition.
- Include original packaging where applicable.
Please contact us before returning any item. Returns sent without prior approval may not be processed.
How do I request a return?
Email us at:
Please include:
- Your order number.
- The item you wish to return.
- The reason for the return.
Our team will respond with return instructions.
Who pays for return postage?
Return shipping responsibility depends on the reason for the return:
- Faulty, damaged, or incorrect item: Dokamu covers the return costs.
- Change of mind or ordering error: The customer is responsible for return shipping.
We recommend using a tracked return service.
My item arrived damaged or faulty. What should I do?
Please contact us within 7 days of delivery at:
Include:
- Your order number.
- Description of the issue.
- Clear photos of the item and packaging.
We will review the issue and provide an appropriate solution.
When will I receive my refund?
Once your return has been received and inspected, we will confirm the outcome by email.
Approved refunds are processed within 7 business days to the original payment method.
Please allow additional processing time from your bank or payment provider.
I have not received my refund. What should I do?
First, check your bank account and contact your payment provider, as processing times can vary.
If you still have not received your refund, contact:
and we will investigate.
Payments
What payment methods do you accept?
We accept various secure payment methods available at checkout, including:
Cards:
- Visa
- Mastercard
- American Express
- Discover
- Maestro
- Other supported card providers
Digital Wallets:
- Apple Pay
- Google Pay
- Shop Pay
Buy Now, Pay Later:
- Klarna (where available and subject to eligibility)
Is it safe to pay on your website?
Yes.
Our store is powered by Shopify and uses secure payment technology, including SSL encryption and PCI-compliant payment processing.
We do not store your complete payment card details.
When is payment taken?
Payment is collected when your order is placed.
Orders are processed once payment has been successfully confirmed.
Can I pay in instalments?
Where available, Klarna may allow eligible customers to pay later or in instalments.
Klarna's terms and conditions apply separately.
My payment was declined. What should I do?
Please check:
- Your card details are correct.
- Your billing address matches your payment provider records.
- Your payment method has sufficient funds.
If the problem continues, contact your bank or try another payment method.
You can also contact us at:
Contact
If you have any questions not answered above, our support team is happy to help.
Dokamu
Email: contact@dokamu.com
Response time: Within 24 hours, Monday to Saturday
Business Address:
26 Lyndo Croft
Birmingham
B35 6PN
United Kingdom
Phone : + 44 7782 279535