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The Summer 2019 Collection

The Fine Print

contact us:

Customer Service Phone Number 818.691.0308 / 877.756.7353 (toll free)

Customer Service Phone Hours Monday - Friday, 9am - 5pm

Product related inquiries customercare@shopdoen.com

Brand related inquiries  connect@shopdoen.com

customer care/order related inquiries customercare@shopdoen.com

Press jenny@shopdoen.com and phoebe@shopdoen.com

Event/Pop-Up related inquiries  events@shopdoen.com

To receive digital flats of our product on a white background, please contact:phoebe@shopdoen.com

 

SHIPPING AND RETURNS

Shipping Policy
DOMESTIC SHIPPING
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 all rates are calculated at checkout, so please enter your shipping address to determine shipping cost. All orders placed with 2nd-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 customercare@shopdoen.com or
call  877.756.7353.
The DÔEN offices will be closed on Memorial Day, July 4th, Labor Day, Thanksgiving/Black Friday, Christmas Eve, Christmas Day, and New Year's Eve.  

PO BOXES:
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

RETURN POLICY

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 send to: DÔEN ATTN: RETURNS, 2512 North Ontario Street, Burbank, CA 91504.  For help or questions on a return please contact customercare@shopdoen.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 15TH. 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, 2018 FOR GUARANTEED DELIVERY BY DEC 21ST 2018. To receive orders with expedited shipping methods (2nd Day Air, Overnight) please place your order by Dec 17th, 2018 to allow for processing time and guaranteed delivery by Dec 21st 2018.

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 customercare@shopdoen.com or call 877.756.7353.




PRE-ORDERS

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.

 
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