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Frequently asked questions
Who are we?
At Doika we believe in the power of dreams and ambitions. We strive to provide high-quality products that help you improve your living environment, while always providing transparent and honest advice. Our focus is on building long-term customer relationships and providing excellent service. Read more about our mission and core values on our About Us page.
Do you have a showroom?
Unfortunately we do not have a physical showroom, but you can project our products directly into your own space or garden with your phone ! Look at them as if they were really there. For more information, please visit our showroom page and of course our chatbot is available 24/7 to answer all your questions.
What are the delivery times for the products?
Goods are usually delivered within 3 to 5 working days. Although we do not offer next day delivery, this is because our products are usually larger and cannot be sent by standard post. This careful approach prevents damage and ensures that your order arrives to you in perfect condition.
If products are not in stock, the delivery time will be longer. The most accurate delivery time can be found on the product pages. Do you really need products urgently? We can then see if you can collect the goods. Send an email to info@doika.be with what you want to order, the number of pieces and when you would like to pick it up. Please note that same-day pickup is in principle never possible.
Will I receive a Track & Trace of my order?
Yes, you will receive Track & Trace with almost every order. In some cases not, when delivery is made by our own transport. We will then call you to arrange a delivery time. Normally you will receive a Track & Trace within a maximum of 2 working days (excluding weekends), otherwise you will be called.
Do the prices on the website include VAT?
All prices on our online store include VAT.
What are the payment options?
We offer a wide range of safe and trusted payment methods, including Bancontact, iDeal, Klarna Postpay, Mastercard, Visa, Giropay, SEPA (if you prefer bank transfer), Sofort and IN3 (for payment in 3 parts, only available in the Netherlands). This way you can always shop with us with peace of mind.
Pay afterwards with Klarna
Select 'Pay within 30 days' at checkout and you will have 30 days to view your order at home before paying. Always without interest and without extra costs if you pay on time. The advantage? You only pay for what you keep. You can pay with credit or debit card or Bancontact, ideal, etc...
Can I pay afterwards?
Yes, payment afterwards is possible under certain conditions:
- Klarna: If you use Klarna, you can easily pay afterwards. < li>Municipalities: Municipalities have the option to pay afterwards.
- Companies: Companies that have ordered from us more than three times can pay afterwards up to a maximum amount of €750.
We understand that some customers may be concerned about ordering from an unknown website. We want to reassure you that we are a reliable and transparent webshop. You can shop with confidence with us and if you have any questions or concerns, our customer service is always available.
If you need further reassurance, we can also call you back. Simply ask the chatbot to call you back and we will contact you as soon as possible. You cannot call directly, but if the chatbot is not working, you can also send us an email at info@doika.be.
You can't order on the website, what now?
If you are unable to order on our website, we recommend that you contact us directly by email. Our team is ready to help you quickly and efficiently! info@doika.be
Can I pick up products or view them in advance?
We do not offer the option to collect or preview products.
Is customization possible?
Yes, customization is certainly possible! Send us an email at info@doika.be with a detailed description of what you want to order. Add a simple hand-drawn sketch if necessary. Our team is happy to help you! For more information about customization, you can view this page.
Can I order for business purposes?
Yes, business ordering is possible! If you are located in the Netherlands, Germany, France or other EU countries and have a valid VAT number, you can order from us on an intra-community delivery basis, which means you can order without VAT. For companies in Belgium it is possible to order directly via our website, where it is important to state your VAT number at checkout. As standard, we do not offer discounts for companies, unless you are active in the green sector. In that case, you can request a reseller account and we can offer a discount in some cases. Please contact us by email for this. If you have any questions, you can always consult our chatbot. If the chatbot cannot help you further, you can email us at info@doika.be.
I need product advice, what now?
We recommend that you first consult our chatbot for product advice. The chatbot responds immediately and can often help you immediately. If the chatbot cannot answer your question, you can send us an email to info@doika.be.
Is there a gardener or garden contractor discount?
Yes, there is a gardener or garden contractor discount. Send us an email to info@doika.be with information about your company, your VAT number, what you want to order and how often you expect to order. The discount increases as more orders are placed.
Can I request a quote?
Yes, you can request a quote! Send us an email at info@doika.be with all relevant information, such as the number of products, the delivery location, and the period in which you need the goods. If you just want to know the price of a standard product, you can also ask our chatbot for advice. Are you having trouble using the chatbot? Then you can always email us.
How can I return a product?
No problem! Returns at Doika are possible up to 90 days after purchase. You can register the return via this link.
What are the return costs?
When returning a product, we offer you three options so that you can choose what suits your situation best: 1) Free self-bring, 2) Shipping via a collection point (for a fee), 3) Collection by courier (for a fee). This flexibility gives you the freedom to choose the most suitable shipping method. We are ready to help you with tips and support to make the returns process as smooth and easy as possible. You can easily register your return via this page.
What is the return address?
Because we ship from different locations, the return address will depend on which product you ordered. It is therefore important to contact us first for a return, as shipments returned without our approval will not be processed. If a product is sent to the wrong address, we cannot process this. You can easily register your return via this page.
I have received a damaged product, what now?
Don't worry, we will solve this problem for you! It is important that you report damage within 2 working days of receiving the order. If the damage is visible upon delivery, report this immediately to the courier and write it down on the receipt, after which you take a photo of it. In order to be able to treat the damage, we need the following photos from you:
- Detail photos of the damage (at least 2 different photos)
- Photo of the entire product with the damage
- Photo of the outer packaging
- Photo of the packaging with the shipping label clearly visible
- Photo of the opened packaging with the contents and inner packaging clearly visible
- Photo of just the inner packaging
- Photo of the receipt with the comment about the damage
Send these photos to info@doika.be stating your invoice number .
My order has not been fully delivered, what now?
If you order multiple products from us, we may send them to you in several separate packages due to their length or weight. The packages can be separated in the carrier's sorting center, so that one package arrives earlier than the other. It often happens that there are more than two delivery days between deliveries. Check your Track & Trace code or visit our order status page to see how many packages are on their way to you and which have already been delivered.
Have you received all packages, but are you still missing a product? No worries. For small items such as keys or house numbers, first look carefully at the packaging. In 99% of cases, these end up in the strangest places in the packaging due to transport.
If you still cannot find the product after checking, send an email to info @doika.be with your question and order number. We will ensure that you receive the missing product as soon as possible.
Can I cancel my order?
Yes, you can cancel your order, unless the item is custom-made or already in transit. Send us an email with your order number to notify us of the cancellation.
Is a discount possible for a large order?
Yes, you are eligible for a discount for orders of more than 5 items or a total amount higher than 1,000 euros. You can request a no-obligation quote on this page.
Will I receive an invoice for my order?
Yes, you will receive an invoice for your order. Once payment has been received, you will receive the invoice almost immediately in your inbox. Please note, this can sometimes end up in the spam folder, so please check this as well.
My payment method doesn't work and my card is declined. What now?
This almost never happens, but it can happen. Always check two things: is there enough money in the account and is the card not blocked? If both are OK and the payment still doesn't work, try choosing SEPA on the payment page, a bank transfer that you can use if other payment methods don't work.
If that doesn't work either, please contact us by email at info@doika.be. State what you want to order, the quantities and the delivery location. We will then prepare the order manually and you can pay by bank transfer.
If Klarna is rejected, unfortunately we cannot make any changes. Klarna takes into account internal factors such as risk management and the likelihood that you will pay them, as well as your balance and the amount of the order. The best thing in this case is to contact Klarna itself.
Do I need to create an account to order?
No, you do not need to create an account to order. If you want, you can create an account via this link.
I have a complaint, what now?
We understand that it is inconvenient when something goes wrong and we would like to help you solve the problem.
First of all, it is important that we know exactly what the problem is, so that we can help you as quickly as possible. can help as best we can. We recommend that you first contact our chatbot. In many cases, the chatbot can give you direct advice and help resolve your complaint.
If the chatbot cannot help you sufficiently, you can always send us an email atinfo @doika.be. Always include your order number in your email and add photos if necessary. This helps us to handle your complaint faster and more efficiently.
If your complaint concerns damage or warranty, please take a look at the relevant FAQ questions or ask the chatbot for advice on what to do.
We will carefully review your complaint and do our best to find a suitable solution.
How can I submit a warranty claim?
Warranty claims must always be handled by e-mail. Send us an email to info@doika.be with the following information:
- Order number (BV-....)
- What exactly is wrong
- Clear photos of the problem
- How long you have had the product
- What you would like to see as a solution
Do you ship internationally?
Yes, we ship throughout Europe in almost all cases. Please note that this is not always free. For a no-obligation quote, please send us an email to info@doika.be. Please state in the email what you want to order and the delivery address.
Can I change my delivery address after placing an order?
Yes, you can change your delivery address as long as the order has not yet been processed. Please contact us as soon as possible by email at info@doika.be.
My order has not yet been delivered and the delivery period has now expired.
We understand that it is annoying if an order does not arrive on time. Fortunately, this almost never happens. Normally, if orders are in stock, they are shipped the next day. You will then receive an email with a track and trace code the same day or the day after.
What to do if your order has not been delivered within the specified delivery period:
1) Check the track and trace:
- Go to the order confirmation page via the link in your email.
- Here you will find the track and trace code.
- This code will also be emailed as soon as it becomes available is.
- With the track and trace you can see when your order will arrive.
2) Contact the courier:
- If you has a track and trace code, you can contact the courier directly. This is often faster because they are at the source.
3) If you have not received track and trace:
- And if the delivery time has already passed, send please send us an email at info@doika.be.
- Please state in your email: your order number and which item has not yet been delivered.
- We will please investigate this and contact you by email.
What is your telephone number?
We can be reached by telephone from Monday to Friday, between 1:00 PM and 5:00 PM, only in Dutch. For questions outside these hours, you can always email us at info@doika.be.
However, we can often assist you even faster by email. Our chatbot is also ready to help you immediately with frequently asked questions and quick solutions.
Do you install the house numbers?
No, we do not install house numbers. This is because our letterboxes are almost always already packed, so you can decide where you want to mount the house number.
For detailed instructions on how to best do this, please consult our chatbot. Our chatbot provides step-by-step guidance to help you with correct and safe installation.