Frequently asked questions

Covid-19 update: be prepared for delays

Our fulfillment times might be longer than usual. The entire industry is grappling with challenges and we're seeing delays in our supply chain, including distributors and shipping carriers. Carriers are still operating, however, there might be slight delays (our regular delivery time is 5-10 days) as there are stricter border controls, due to the Covid-19 situation. Unfortunately, this is out of our control. We try to serve our customers the best way that we can, so if you're experiencing any issues, don't hesitate to reach out to support@wearedonque.com!

Sweatshirts, hoodies, t-shirts, onesies, pillows 7-14 business days
Embroidered t-shirts, caps, beanies 10-14 business days
Phone cases 7-9 business days
Laptop sleeves 10-12 business days
Posters 6-7 business days
Mugs 6-9 business days
Products from The Shelter 2-3 business days

  

Do you have a question? The answer might be on this page! If not, don't hesitate to contact us via support@wearedonque.com.

Payments

What payment methods are accepted?

You can pay with Visa, Mastercard, Maestro, American Express, iDEAL, Shopify Pay, Apple Pay, Google Pay, PayPal and Bancontact.

Is it safe to pay?

We take your online security seriously. All orders are sent over a secure internet connection via SSL (Secure Sockets Layer) encryption. Personal and payment information is secure and no data is sent without encryption.

 

Returns

I don't like my product. Can I return it?

If your product is not personalized, you can return your product within 14 days. Please check our Return Policy page for more info.

 

Shipping

When will my order arrive?

The delivery time for all our orders is 5-10 days. We take about 2-7 business days to create your custom made product. Then you should add shipping times on top of that. 97.66% of our orders are shipped within 5 business days. More than a half of our orders are shipped within 3 business days or less.

What are the shipping costs?

The shipping costs are €5,95, worldwide.

What countries do you ship to?

We ship worldwide.

The track & trace status doesn't update. Is there another way to check the status?

Yes. If you are a Dutch customer you can also check the status of your order at www.internationalparceltracking.com. Customers from Belgium can check the status of their order at https://track.bpost.cloud/ Here you fill in your track & trace code (starting with LY..) and your postal code.

 

Products

What's the quality of the products?

Our T-Shirts are made of 100% cotton and our sweatshirts and hoodies are 50% cotton and 50% polyester. More info about the quality of our products can be found on the different product pages.

I can't find my pet's breed on the website. Can I order this?

Yes we can draw your pet/dog. Check out our Custom Made page for more information.

How do the products fit?

All our clothing is unisex. Our sweaters have an oversized fit. For more information about sizes, we recommend you to check the size guides on the product pages.

There is a shirt I really like, but does it come in other colors?

If you fall in love with one of our products but wish it was in another color, contact us via live chat or send us an email to support@wearedonque.com. We will let you know if we can accommodate you - free of charge!

Why does my product have a vinegar smell?

When unpacking a new shirt or hoodie, you might notice a vinegar-like smell or an off-white residue. Don't worry, that's not unusual - it's from a fixation agent applied during the printing process and it's not permanent.  

Fixation agent (sometimes known as pre-treatment) is used for all prints across the industry. It helps the ink bond with the fabric, and without it, the ink would flake off the garment.

How do I need to take care of my products?

Printed apparel

Printed apparel can be machine-washed cold, inside-out on a gentle cycle with a mild detergent and like colors. Use non-chlorine bleach only when necessary. You shouldn't use any fabric softeners, or dry-clean the items.
Our printed apparel can be tumble-dried on a low cycle, but hang dry works best. When it comes to ironing, use cool iron inside-out. Do not iron the print.

Embroidered apparel

Embroidered shirts also can be machine-washed cold and inside-out on a gentle cycle with a mild detergent and similar colors. You can use a small amount of chlorine bleach, but non-chlorine is the safer option. If you notice any color residue in water, rinse the garment in lukewarm water and then in cold several times, but try not to rub any stained embroidery. Embroidered clothing can also be dry-cleaned.

After washing, don't leave the clothing soaking, or lying in a pile while wet. Do not wring out the embroidered articles, but if you want to tumble-dry them, use a cool air setting. If the garment needs ironing, do it inside-out, preferably between two pieces of cloth. You shouldn't wet embroidery before ironing or use a steam iron.

Mugs

Our mugs are microwave and dishwasher safe.

Why is my product being shipped from Latvia (European orders only)?

Our products are being shipped from Latvia because our fulfillment center is based there.