FAQ - Order Inquiry

We try our best to ship all packages within 48 hours of receipt of the order from our Los Angeles warehouse location (excluding weekends and holidays). Please allow up to 7 business days of additional processing time for orders placed with Ground Shipping or International Economy during and after sales, as well as during season launch periods. If you need to receive your order quickly, please select an expedited shipping option when checking out. All orders placed with expedited shipping will be prioritized and sent out same day if the order is received before 12pm PST Monday-Friday.

If you placed your order during a normal volume period (not during a sale or season launch) and it’s been longer than 72 hours and the item you ordered is currently in stock, please check your email inbox to see if we’ve contacted you with any notifications about your order.

Please ensure that all order information is accurate at checkout. After you receive your order confirmation, we are only able to cancel your order, remove items from your order, and/or update the domestic shipping address. In order to make any of these changes, please reach out to our Customer Care team at customercare@shopdoen.com immediately. Once your order has been processed, we are unable to make any changes to your order.

Please double-check your emailed order confirmation to confirm that all items you ordered were in stock. Items on pre-order will have the text “Pre-ordered items: 1” beneath the product size and color in your order confirmation email. From there you can click on the product name to take you to the product page, where you will see the expected ship date under the Select Size/Pre-Order button.

If your items were in stock at purchase, please double-check your email to confirm that no one from Dôen has contacted you via email to let you know that an item from your order was unable to be fulfilled. If so, you would have one email from Dôen explaining what happened as well as an email indicating you were refunded for the item we couldn't send.

If you have confirmed that all of the items in your order were currently in stock when you placed the order, but an item is missing, please reach out to us at customercare@shopdoen.com with your order number, a photo of the packing slip from your package, and the name of the missing item, and we will investigate this for you.

We're so sorry about this! Please contact us at customercare@shopdoen.com with your order number and a description of the issue, along with a photo of the packing slip from your package, and we will take care of this as soon as we can.

If you've received an email stating your package has been delivered, but your package isn't at your door, please check around the outside of your home (front/back porch, side/back door, garage area, bushes) as well as double-checking your mailbox to make sure it isn't wedged in the back or out of sight. Please also check in with your neighbors, roommates, doorman, or apartment mailroom/front desk if they may have received it for you.

If the package doesn't turn up within the next 24 hours, please contact the shipping carrier and file a claim. Once you have filed a claim, please give them 48 hours to look into it for you. If your package has not been located within two business days you may reach out to us at customercare@shopdoen.com with your claim number and we will do what we can to help.

Discount codes, discount prices, and flash sale prices only apply during the duration of any sale, and cannot be applied retroactively. Because of our limited inventory items can sell out very quickly, especially during sales, so it would not be fair to our customers to allow some to order before a sale begins and get items at a discount when everyone else has to wait for that discount and maybe not get what they wanted. Thank you for understanding!