FREQUENTLY ASKED QUESTIONS
How do I return an item?
Contact our customer service team at email@example.com, listing your order number, name, items to be returned and reason for return.
Wait to receive a confirmation from us.
Returns can be exchanged for a different size or colour, or exchanged for store credit (Valid for 36 months)
Post your item back (trackable parcel) to the address below:
ATT: enlacasona returns
I'm having trouble applying a voucher to my purchase.
Please check that your purchase meets the Terms & Conditions listed on your voucher.
This may apply to the:
• Minimum spend amount;
• Expiry date; and
• Whether the voucher applies to sale items.
Voucher codes are case sensitive so please enter the exact code at checkout. If you're still having troubles, contact our Customer Service team firstname.lastname@example.org or by calling us on (+47)84055670.
Has my order placement been successful?
All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder. Alternatively, log into your account to check your order summary. If you do not have an account yet, you can create one HERE.
For further assistance, contact our Customer Service team HERE.
Do you have gift certificates?
Physical Gift Certificates are available at your nearest enlacasona boutique.
They are also available to purchase online HERE.
As of November 2019 - all gift vouchers are valid for 3 years.
Do you have a sizing chart?
Yes, visit our size guide HERE.
Do you cater for larger sizes?
Most of our sizes range from 8 to 16 in women's clothing and S to L.
Some items are from sizes 18 - 20
The item I want is out of stock. What now?
We try to have a stock level that will keep up with demand but some popular items may sell out fast. If something you like is out of stock, contact our online assistant at email@example.com or (+47)84055670, as we would love to help you find alternative options.
Alternatively you may email us to remind you if the item does come back into stock. We can prioritise the order for you.
Do you place items on back order?
Some items can be placed on back order. We try to avoid advertising products that are out of stock. If your desired item has sold out, you will be contacted by our Customer Service team to arrange a store credit or refund if we are unable to source the item from elsewhere.
Can I place an item on hold for purchase at a later date?
Items must be ordered and paid for immediately and are available while stocks last. Layby is another option should you like to hold your garment and pay the balance over the following 4 weeks. A non-refundable 25% deposit is required.
What is your Layby policy?
Lay-Bys are offered in all Dogstar Stores – please see below for the full terms and conditions.
The lay-by period is for a maximum of four weeks.
A deposit must be a minimum of 20% of the total purchase value.
The minimum lay-by sale is €100.
You agree to the purchase price on the date of lay-by, with no alterations impending sale time
The cancellation charge on a lay-by is 20% of the total purchase price.
There are no returns or exchanges on lay-by items with the exception of faulty goods or in accordance with your legislated rights.
The customer or the store has the right to cancel a lay-by.
If the customer cancels the lay-by within four weeks they have the right to a refund of the payments made, less the cancellation charge.
If the store cancels the lay-by within four weeks the customer will be given seven days notice and will be entitled to a full refund of all payments made.
Customers will be contacted for all lay-bys that are not completed by the due date. After the due date the lay-by will be cancelled and the customer will be given a refund for their payments made, less the cancellation charge.
The cancellation charge is applied to compensate the retailer's selling, storage and administration costs.
Any items placed on lay-by cannot be altered until the lay-by has been paid in full.
No items can be taken by the customer until the entire lay-by has been paid in full.
In the lead up to the end of season, Dogstar is unable to offer its lay-by service. Pre existing lay-bys will not be affected, but your committed purchase price will not alter.
There was a problem with my order and my desired item is now out of stock.
Please allow 10 minutes for this item to reappear in stock and then try again. If it still appears out of stock, please contact our Customer Service team who will help to resolve this as soon as possible. Contact us HERE.
When can I expect new products to be listed on your website?
We are constantly updating our product range as new seasons arrive, more styles are released!
How can I provide feedback about a product?
We love to hear from our customers. Send us feedback via our Contact page HERE.
Is there somewhere I can go to view the product before purchasing?
For more information on our store locations, please click HERE.
If you have any futher inquiries about a product, please contact our Customer Service team HERE.
I need personal assistance with my order. Who can I contact?
Our Customer Service team is happy to assist you! Contact our online support at firstname.lastname@example.org or call us on (+47)84055670
How do I create a new account?
Click HERE to create an account.
- Go to our Login page.
- Click on 'Create New Account'.
- Fill in the online form.
- Tip: If you previously made an order as a Guest, enter the same email address used to make your order.
- Once you have filled out the form, click on 'Create My Account'.
- You'll receive an email confirming your new enlacasona account.
How do I update my address details on my account?
- Log in to your account.
- Click on 'View Addresses' at the bottom left hand side of the page.
- Choose 'Edit or Delete' details.
- Amend or add details.
- Click 'Save' to save any changes you have made.
I'm having problems ordering through your website. What can I do?
Our website is best supported by Google Chrome or Apple Safari.Please check that your browser is up to date. If you are still experiencing difficulties, contact our Customer Service team HERE.
How do I unsubscribe from your newsletter?
Open any newsletter sent to you by DOGSTAR.
Scroll to the bottom of the newsletter and click 'Unsubscribe'
Remember, our newsletter is the best way to find out about new arrivals, the latest sales and exclusive offers.
What are cookies? Do I need to enable cookies in my browser?
Cookies are small amounts of data sent from a website to your browser and are stored on your computer's hard drive. Your browser's preferences usually have 'cookies enabled'. This means each website can send its own cookie to your browser. Cookies cannot access your personal information but use anonymous unique identifiers.
Cookies need to be enabled on your browser for you to add products to your cart and access your account information. If you are using a public computer or share your computer with others, please log out before leaving your computer unattended to protect your information. You can log out by clicking the 'logout' link in the top right hand corner of the website.
What payment types do you accept?
DOGSTAR offers a number of payment methods:
- Credit Cards: Visa (including Visa Electron), MasterCard, American Express;
- Zip pay
- Cash (in stores only)
- Gift Cards
Is it safe to use my credit card on your site?
We strive to ensure that every credit card transaction occurs within a secure environment. DOGSTAR payment system has a 128-bit SSL security encryption certification awarded by VeriSign.
You can see the transaction is secure if you see a key lock at the bottom right of your web browser. We do not hold your credit card information after your order is complete, as it is submitted directly to our banks. Rest assure that your credit card and bank account information is secure every time you make an order.
My credit card details are not being accepted. What's wrong?
Please check that:
There are no spaces in your credit card number;
Your billing address is the same as the address on your credit card; and
Your name appears exactly the same as on the card.
If you are still experiencing difficulties, please check with your bank or financial institution. If problems continue, contact our Customer Service team HERE.
How do I use my store credit?
Store credit is issued in the form of a voucher code via email. When placing an order, redeem the voucher code in your Shopping Bag or on the Payment page to have the store credit amount deducted from your order value.
My computer froze while processing payment. How will I know that my payment went through successfully?
All successful transactions receive a confirmation email within an hour of purchase. If you have not received a confirmation email, please try placing your order again. Alternatively, contact Customer Service team at email@example.com or by using our online contact from HERE.
Do Gift Cards expire?
ALL Gift vouchers are valid for 3 years from the purchased date.
What if my Gift Card is lost or stolen?
Once your Gift Card is activated, they are kept on record in our system. We do advise however to keep your copy of the gift voucher safe and secure. Stolen gift cards will be recorded and will be removed from our records to prevent future use.
Lost gift cards may be redeemed if we are provided with the date of issue and the name of which the card has been registered to. Lost gift cards with insufficient information provided will not be valid for redemption.
What should I do if my physical Gift Card is damaged?
If your physical Gift Card is torn but the personal code is visibly easy to read, you can still use the code to redeem the credit. Please take care of your Gift Card as it is no longer valid if damaged and the personal code is not visible. It is recommended to redeem your credit in "My Account" as soon as you receive your Gift Card to store the credit for future purchases. Please contact our customer service team at firstname.lastname@example.org should you need a replacement card.
Are your prices in Australian Dollars (EUR)?
Yes, all pricing is in Australian Dollars.
What is store credit and how do I get it?
When returning an item, you can request for a store credit, which is reissued as a voucher code via email. Store credit can be used on future purchases on the enlacasona website.
Please note that store credit is only sent once returned items have been processed by our Quality Control team, who will confirm that the item is in its original unworn and unused condition or confirm of any proposed fault in items.
How do I use my voucher?
Redeem your voucher code in the specified field in your Shopping Bag or Payment page during checkout. Your discount will automatically be applied.
What is PayPal?
PayPal is a payment method for online purchases that allows users to send and receive money online. It offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant.
How do I sign up for PayPal?
Create a PayPal account HERE
Does enlacasona accept AFTERPAY?
Yes, we gladly accept after pay in store and online.
Create an Afterpay account HERE
Does enlacasona accept Zip pay?
Yes, we accept Zip Pay online.
Create a Zip Pay account HERE
Does enlacasona have a loyalty program?
Yes! You can find out more by clicking HERE
Drop Us A Line
We’re happy to answer any questions you have or provide you with an estimate. Just send us a message in the form below with any questions you may have.