These are uncharted waters for all of us, and we are working to adjust day by day, trying – as ever - to do the right thing, and finding our way as we go. We wanted to share a few of our commitments with you here to give you a window into our approach to this ever-evolving situation:
Employees // We are dedicated to keeping all of our employees safe, employed, and paid during this temporary closure. As an independently owned business, it is day to day support from customers like you that make this possible, and we couldn’t be more grateful. The safety, wellbeing, and health of our employees at our Distribution Center is a major component of this. We are continuing to accept and fulfill orders in a safe and hygienic manner. For now, we are shipping on a normal schedule by creating more shifts that reduce the number of people to 10 at a time within our 5,000 sq ft space, and we are taking extra safety precautions at this time — including sanitizing every 2 hours and providing gloves and masks.
Partners // Our vendors and partners are part of our Dôen family, and we are equally committed to assisting and supporting them during this time. We proudly work with people all over the globe — from India to Romania to Italy — whose businesses and livelihoods are being disrupted, and we will stand with them through this time. 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 working together to embrace an agile approach to our upcoming collection launches and delivery dates, and accommodate vendors and any government regulations for global health protection. To accomplish this, there may be a shift in our product launches in the future: In the past, we have chosen to launch collections as a full story, with no detail overlooked — but as we head into Spring and Summer, 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.
Customer Care // As always, we are dedicated to providing exceptional customer care. Our Customer Care team is diligently working normal hours from home, and is available if you should have any questions regarding your order or our safety measures. If, for any reason, orders should become delayed or face any other changes, we will provide updated information for you immediately. If we need to make the decision to stop all shipments temporarily, we will communicate that to you as quickly as possible and send frequent updates as to the new shipping window. We hope that you trust us in this process, and know that we are doing all we can during this time to get your orders to you as soon as possible. - Additionally, we are extending our return policy to 45 days on any order purchased during this time period. We want to be sure that no one feels unsafe leaving their homes to return an item at a post office or shipping facility. During this time, please feel free to send back your returns any time within this lengthened period.
Causes // We are making a committed effort to continue our support of the causes that we hold dear – and we hope that sharing what we can makes a positive difference for the collective good of our community and our world. Throughout the duration of our Stay at Home Sale, 5% of proceeds up to $10,000 will be donated to our longtime partner, Planned Parenthood LA — an organization that needs our support more than ever as they continue to provide health and reproductive care for all, no matter the circumstances.
Community // On a local level, we are devoted to supporting other small businesses in our community as they navigate this uncertain moment alongside us. Some of our tips on how to keep your favorite local shops and the small business community thriving include: Prepay for a package of haircuts, facials, fitness classes or other services from your favorite local salon or studio; purchase gift cards to restaurants and other businesses that may need to temporarily close their doors; donate to fundraisers for restaurant and service workers (comprehensive list available here); or order take-out or delivery from a local restaurant to lessen the impact of shuttered doors.
Throughout this difficult time, we have developed a sense of immense clarity on one point: We are so grateful for your support and for the community you have helped us build. We are all in this together, optimistically looking to brighter times ahead — and this, more than anything, brings us comfort and peace. With love, The Dôen Family