FAQ

Hi! How can we help? Below are answers to the most common questions we receive. If you can't find what you're looking for, please email our support team at service@dobif.com.

1. Orders & Payments

Can I modify or cancel my order after placing it? We try to process and pack orders as quickly as possible to get them to you fast. Because of this, the window to make changes is very short.

  • If you need to change something, email service@dobif.com immediately.
  • We cannot guarantee cancellation once the order has entered the processing phase.

I didn't receive an order confirmation. First, please check your Spam, Junk, or Promotions folders in your email. If you still can't find it, send us an email, and we will verify your email address and resend the confirmation.

Do I need an account to shop? No, you are welcome to check out as a guest. However, creating an account allows you to:

  • Track your shipments easily.
  • View your past order history.
  • Save your address for faster checkout next time.

What payment methods are accepted? We accept most major credit and debit cards. All available payment options for your region will be displayed clearly on the checkout page.

Can I use multiple discount codes? Generally, only one promotional code can be applied per order. Also, please note that discounts cannot be applied to an order after the purchase has been completed.

2. Shipping & Delivery

When will my order ship?

  • Processing Time: We usually prepare and pack orders within 1–3 business days (Monday–Friday, excluding holidays).
  • Delivery Time: This depends on your location and the shipping method you choose at checkout.

How do I track my package? Once your order leaves our warehouse, we will email you a tracking number.

  • Please allow 24–48 hours for the carrier’s system to update with the first location scan.

Do you ship internationally? Yes! We ship to many countries. If you do not see your country listed in the dropdown menu at checkout, please contact us to see if we can arrange shipment to your location.

Who pays for Customs and Duties? For international shipments, your local government may charge import taxes, duties, or customs fees.

  • These fees are not included in your payment to us.
  • The recipient is responsible for paying these charges upon delivery.

My package is marked "Delivered" but I can't find it.

  • Check with neighbors, your building manager, or safe spots around your entrance.
  • Wait 24 hours (sometimes carriers mark items as delivered before they drop them off).
  • If it is still missing, please contact the carrier directly or email us for assistance.

3. Returns & Refunds

What is your return policy? We accept returns within 30 days of delivery. To be eligible:

  • Items must be unused and unopened.
  • Items must be in their original packaging. Please refer to our full Return & Refund Policy for more details.

Can I return an item I have used? No. For hygiene and quality reasons, we cannot accept returns on items that have been opened, used, or assembled.

My item arrived damaged or incorrect. We are sorry about that! Please email service@dobif.com within 7 days of delivery.

  • Include your Order Number.
  • Attach photos of the damaged item and the box it came in. We will resolve this for you as quickly as possible.

How long do refunds take? Once we receive your return and approve it, we will issue a refund to your original payment method.

  • Please allow 5–10 business days for your bank to process the funds and show them in your account.

4. Product Care & Information

Are your products safe? Yes, our products are designed for standard home use. We recommend reading all instructions and product descriptions before use. If you have specific material allergies, please check the product specifications.

Why does my new product have a smell? Some items (especially those with foam, rubber, or sealed in plastic) may have a "new product" scent when first opened. This is normal.

  • We suggest airing the product out in a well-ventilated room for 24–72 hours, and the scent will dissipate.

How do I clean the products?

  • For most items, wiping with a soft, dry, or slightly damp cloth is best.
  • Avoid harsh chemicals or abrasive scrubbers unless the product manual says otherwise.
  • Keep items out of direct sunlight to prevent color fading.

Is the color accurate to the photos? We do our best to represent colors accurately. However, due to different screen settings and lighting conditions, the actual product color may vary slightly from what you see online.

Is assembly required? If a product needs assembly, instructions and necessary tools are usually included in the box. If you are missing instructions, please contact support.

5. Contact Us

Customer Support Email: service@dobif.com

Response Time: We aim to reply to all inquiries within 1–2 business days.

Mailing Address: Let Gloss Limited Room 701-702, 7/F, King Tat Plaza 12 Cheung Yuk Street Cheung Sha Wan, Kowloon Hong Kong