To our Dôen Community,
We want to begin this letter to you by saying that our hearts go out to those who have been impacted by COVID-19. We also want to share our endless gratitude to the healthcare workers, teachers, sanitation workers, farmers, doctors, nurses, public transportation workers, grocery store workers, journalists, and civil servants (the list goes on!) who are on the frontlines of this crisis.
We know this is an incredibly stressful, uncertain time, and we wanted to let you know how we are responding to the situation here at DÔEN. As of midnight on March 19, the state of California and city of Los Angeles issued a Safer at Home order, which mandates all residents to stay inside their homes and limit movement beyond what is necessary. Our employee safety and health always comes first — and anything we can do to prioritize the wellbeing of our team is of the utmost importance to us.
As a result, our store location at the Brentwood Country Mart is currently closed; however, we are now offering curbside pickup from our store throughout the week as well as Virtual Appointments! Please visit our Local Pickup section on our FAQ for more information on placing an order for curbside pickup. To schedule a Virtual Appointment, please email firstname.lastname@example.org or call the store at 818-206-4471.
Our shipping of in-stock orders will be delayed for an estimated 1-2 weeks, as we plan to ship packages on a sporadic basis throughout the week. Returns will continue to be processed on a slightly modified basis, and we have extended our return window to 45 days. We are closely monitoring the status of our pre-order styles from all three Spring Chapters, and are continually updating their status on our new Shipping Updates page to let you know where exactly these styles are in our timeline to get them to you. As we monitor and navigate this rapidly changing situation, we will be sure to keep you up-to-date and informed as to any future changes in our shipping timelines and estimates.
We proudly work with people all over the globe — from India to Romania to Italy — whose businesses and livelihoods are also being disrupted, and we will stand with them through this. Our continued work with them will hopefully allow for each individual vendor to make choices that prioritize the health, safety and financial security of their employees. We are embracing an agile approach to our upcoming collection launches and delivery dates in order to accommodate vendors and any government regulations for global health protection. As we head into the remainder of our Spring collection and beyond, we are planning for a series of smaller launches that will be more dependent on each individual step in our supply chain — from mill to factory — and what they are able to do in our uncertain present. This will also allow for prompt payment to our amazing extended global team.
Our Customer Care team is still working from their homes, and available via email@example.com, or by phone at (818) 691-0308 or toll-free at (877) 756-7353 for any questions about orders, curbside pickup, shipping, and returns.
We are so grateful for your patience and support as we make these adjustments during this time. We hope that you and your families are all safe and well, and that you are – despite everything – finding some measure of comfort in the small acts of beauty and kindness that have popped up to show us the power of humanity and togetherness.
The DÔEN family