Customer Service Phone Number 818.691.0308 / 877.756.7353 (toll free)
Customer Service Phone Hours Monday - Friday, 9am - 5pm PST
Product related inquiries firstname.lastname@example.org
Brand related inquiries email@example.com
customer care/order related inquiries firstname.lastname@example.org
Event/Pop-Up related inquiries email@example.com
Brentwood Country Mart Store firstname.lastname@example.org or call 818-206-4471 MON-SAT 10-6, SUN 11-5 PST
To receive digital flats of our product on a white background, please contact:email@example.com
SHIPPING AND RETURNS
We try our best ship all packages within 48 hours of receipt of the order from our Los Angeles warehouse location (excluding weekends and holidays). Your order will be shipped pending item availability and order volume. We ship via Fedex and UPS and all rates are calculated at checkout, so please enter your shipping address to determine shipping cost. All orders placed with 2 Day shipping will be prioritized and sent out same day if the order is received before 12pm PST. Please make sure that your order is shipping to a secure location, as once package has been delivered to the correct location we cannot be responsible for lost or stolen packages. For any special / urgent requests, or to enquire about additional same-day messenger services please contact firstname.lastname@example.org or call 877.756.7353.
We cannot ship to domestic PO boxes at this time.
INTERNATIONAL SHIPPING POLICY
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). Your order will be shipped pending item availability and order volume. We ship via fedex and all rates and duties are calculated at checkout. Please enter your shipping address to determine shipping and duty costs. Please make sure that your order is shipping to a secure location, as once package has been delivered to the shipping address location we cannot be responsible for lost or stolen packages. We are always adding shipping destinations, so if you are not able to complete an order to your destination country please contact customercare@shopdoen.Com or call 877.756.7353 so we can help with your order.
TO CHECK THE STATUS OF AN ORDER PLEASE EMAIL: CUSTOMERCARE@SHOPDOEN.COM
DOMESTIC RETURN POLICY
Dôen offers free returns for items in new condition with tags attached within 30 days of your receipt of shipment with the exception of Last Chance items, which are final sale/no returns. We do not offer exchanges. If you would like to exchange an item, please return the original item for a full refund (less original shipping cost) and place a new order. To complete a return, please follow the steps below:
- Please fill out “return reason” on the packing slip included with original shipment. Please make sure to include a copy of your original packing slip in the return shipment so that we may identify your order.
- When your item is shipped to you, it will include a pre-printed Fedex return shipping label. Please attach this label to the original shipping packaging and seal the package.
- Please drop package at nearest Fedex location. Go to http://www.fedex.com/us/dropbox/ for locations.
- Within 7-10 days of our receipt of your return, you will receive an email that your return was processed. Your refund will be credited to the same card used to make the original purchase. Refunds are for product only and do not include initial shipping cost. Please allow up to 10 business days for the bank to post the refund to your account.
- If you would like to process a return but don’t have the original pre-printed return label, please include your order number in the shipment and contact customer care for the return address at email@example.com anytime or call 877.756.7353 Mon-Fri, 9am - 5pm pst.
INTERNATIONAL RETURNS POLICY:
We offer returns for unworn items in new condition with original tags attached. We must receive your return within 30 days from the date you originally received your order. We cannot be responsible for return shipments that are lost in transit, so please make sure that you obtain tracking info for your return and insure you package appropriately.
Customer pays for and arranges all international return shipping.
Dôen is unable to refund any duties and taxes paid. You can pursue a refund of duties with your local tax agencies.
EXCHANGE POLICY We do not currently offer exchanges. If you would like to exchange an item, please return the original item for a full refund and place a new order.
EXTENDED HOLIDAY SHIPPING / RETURN POLICY
FOR REGULAR-PRICED ORDERS PLACED DURING OUR HOLIDAY SEASON WE ARE HAPPY TO EXTEND OUR 30 DAY RETURN PERIOD. FOR GIFT ORDERS PLACED FOR REGULAR-PRICED ITEMS ON OR AFTER NOV 1 WE WILL HONOR ALL RETURNS POSTMARKED TO US BY JANUARY 31st. PLEASE NOTE THIS POLICY DOES NOT APPLY TO FINAL SALE ITEMS, FOR WHICH NO RETURNS WILL BE ACCEPTED.
TO ENSURE THAT YOU RECEIVE YOUR ORDER ON TIME DURING A BUSY SHIPPING SEASON, ALL ORDERS SHIPPING FEDEX GROUND SHOULD BE RECEIVED BY DEC 12, 2019 FOR GUARANTEED DELIVERY BY DEC 23rd 2019. To receive orders with expedited shipping methods (2nd Day Air, Overnight) please place your order by Dec 19th, 2019 to allow for processing time and guaranteed delivery by Dec 23rd 2019.GIFT RETURN POLICY We are happy to make return arrangements for any item received as a gift, provided it was not Final Sale item. We will issue an e-gift card, which will be sent to you via email. The e-gift card will not expire. We do not offer refunds for items received as gifts.
To make arrangements to return items received as a gift, please contact Dôen customer care at firstname.lastname@example.org or call 877.756.7353.
All purchases made on our site, whether they are for in-stock items or pre-order items, are charged at the time of purchase. Expected pre-order ship dates are listed on their product pages, and can be found by going to the page of the item you’ve pre-ordered and selecting your size. The expected ship date will then show up right beneath the pre-order button.
If you pre-ordered an item and it’s now showing as in stock, that means it just arrived at our warehouse and our team is working as fast as they can to pack and ship your orders. Pre-orders are sent out in the order in which they were received, and you can expect to receive a shipping notification as soon as your package is on the way.
LEGAL & PRIVACY
DÔEN will never rent or sell your e-mail address. We do not store or share credit card information with third parties except for the purpose of processing your order payment and as required by law. If for any reason you choose to access a third party website linked to our site, you do so at your own risk. We are not held responsible for how these outside parties collect, use, protect or disclose the information you provide them.
WHAT INFORMATION WE COLLECT:
contact information, such as your name address, phone number, or email address;
purchase information, billing and shipping address, and contact information (such as for receipts or order updates);
preference information, such as your contact and marketing preferences, and brand and merchandise interests;
profile and account information, which may include contact, purchase, and preference information as well as your account password, information about wish list items, items in your online shopping cart or saved for future purchases; demographic information, which may include age or birthdate, gender, zip code, and other information about you;
location information of your device that you use while accessing our website, if your device setting allows us to collect location information; and device and browsing information, including information about your phone, tablet, computer, or device, and online browsing activity (collectively, “automatically collected information”). Automatically collected information may include ip address, unique device identifiers, cookie identifiers, device and browser setting and information, and internet service provider information. Automatically collected information also may include information about when and how you access and use our website or mobile site, such as the dae and time of your visit or, the websites you visit before coming to our website, how you navigate and what you search for when using our website and mobile site, the website pages and items you view using our website and mobile site, and the items you purchase
HOW WE COLLECT INFORMATION:
information you provide, such as when you make a purchase, interact with website, contact us, register your online account, engage in promotional activity, sign up for emails or marketing; from social media platforms and networks that you use in connection with our website, or that share or allow you to share information with us, such as facebook, twitter, pinterest, and instagram. We will collect the information that you share with us, or that those social media platforms or networks share with us. For more information about social media platform and network privacy practices, please review the privacy policies and settings of the social media platforms and networks that you use;
using cookies and automatic collection methods. For example, we and third parties we work with may collect information from the computer, tablet, phone, or other device that you use to access our website; or that you use to open an email or click on an advertisment from us. This collection includes automatically collected information, and generally does not include personal information unless you provide it through our website or you choose to share it with us.
we use the information that we collect to improve your shopping experience with us. We may use the information to:
provide you with products and services, such as to: fulfill your orders and process your payments; provide you with products and services that we think you will like;
to respond to you such as when you: place an order; make a request or inquiry;
for personalization of your experience with us, including to: remember your interests and preferences, customize the products and services we share with you;
for marketing and advertising, such as to: send you marketing and advertising communications;
for legal and safety purposes such as to: defend or protect us, our customers, you, or third parties, from harm or in legal proceedings; protect our rights; protect our security and the security of our customers, employees, and property; respond to court orders, lawsuits, subpoenas, and government requests, address legal and regulatory compliance;
we do not share personal information about you with third parties for third party marketing or advertising purposes. We do share personal information with third parties for other purposes. For example, we share personal information with:
for a complete list of data processors as related to your personal information please email to: connect@shopdoen.Com, cc: customercare@shopdoen.Com with the subject “data processor inquiry”
we strive to offer you choices about how personal information is used and shared. Your choices include:
social media platforms and networks. We encourage you to review your privacy options and settings with the social media platforms and networks you use to understand what choices you have about sharing the information on these platforms and networks with us.
email choices. You can opt out of marketing or advertising emails by utilising the “unsubscribe” link noted in marketing or advertising emails you receive from us or www.Shopdoen.Com. You may also request to opt out of marketing or advertising emails by contacting us via email
(customercare@shopdoen.Com) or phone 818.691.0308.
mobile location choices. You may choose not to provide your location to us in connection with your use of our website by customizing your mobile device settings to prevent sharing of location information.
security and fraud:
we take steps to help protect the confidentiality and security of personal information you share with us through our website. We do not store credit card payment information and use professionally reasonable efforts to block access to your personal information from employees and contractors and to ensure your personal information is always kept safe. We encourage you to take steps to help protect the confidentiality and security of your account and personal information including by doing the following:
reviewing your credit card, bank, debit card etc. Account periodically and immediately reporting any unexpected acticity or unrecognized information; installing the latest security updates and anti-virus software on your computer to help prevent malware and viruses;
using complex passwords;
not using the same password on more than one website;
not sharing your password with others;
password protecting your computer and mobile device; and sign out/log out of website sessions so that your session is closed; espeically when using a public computer