Everything you wanted to know but were afraid to ask.
Upon placing your order, your products will ship within 24 hours (unless it is a Custom Made order) with the exception of weekends. We ship Monday-Friday.
Any order placed after 1:00PM Eastern Time on Friday will not ship until Monday mid-day.
A shipping confirmation email including the tracking number will be sent to the email associated with the order as soon as the carrier picks up the item and scans the label.
Once shipped, the order will arrive in 2-5 days, depending on your location.
Please note: If you ordered a Custom Made pair of shoes, the expected shipping time is 8 weeks. We will do our best to make it less than that.
We accept returns and exchanges within 15 days of the receipt of your product.
Product must be in “like new” condition. Requests after that time will be denied.
Only Donum products purchased through our website can be returned through this process. Made-to-Order shoes can be returned, but only store credit will be given. No refunds.
Returns are NOT accepted on Seconds or On Sale Items. Please go to our complete Return Policy for more details.
Yes, we do! We want to make sure your shoes fit you just right. If you need to exchange for a smaller or larger size, we are happy to offer that free of charge within the US. We will cover the shipping charges both ways to get you the right fitting pair.
Just follow the instructions on the Step by Step Return/Exchange Guide or email email@example.com and we will get it done quickly. Returns and Exchange requests must be completed within 15 days of receipt of your product. Requests after that time will be denied. Exchanges are NOT accepted on Seconds or On Sale Items.
In the case of refunds, a full refund or store credit will be issued after we have received, inspected and confirmed that the returned products were not worn.
This process is done within 24-48 hours of receiving the returned items. Once we refund your order, the funds will be available on the original payment account according to the terms, conditions, and practices of your banking institution. We cannot control how quickly the funds are returned to you once we submit the refund. In the case of store credits, you will be notified by email once the store credit is issued (within 24-48 hours of receiving the return).
In the case of exchanges, the new product will ship after we have received, inspected and confirmed that the returned product(s) were not worn. This process is done within 24-48 hours of receiving the returned items.