Frequently Asked Questions
How Long will it take to receive my order?
As soon as you complete your purchase, we start the manufacturing process. We have our own factory and make many pairs of shoes per day. Your order will get in line and will take up to 4 weeks to be ready, but in most cases, it is less than that. We will be sending you updates on the status of your order so you can be at ease with your investment at all times.
Once ready or if you purchased from our existing inventory, we ship Monday-Friday. Any order ready or placed after 1:00 PM Eastern Time on Friday will ship on Monday by 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 8 days or less, depending on your location.
Do you ship internationally?
Occasionally, we are able to ship internationally. If you are outside of the United States or Canada, please write to us at email@example.com and we will let you know if your desired products are available for international shipping to your country and the rates of shipping, taxes and duties, which will be charged to you. We only use shipping services that are timely and very reliable. Because of this, international shipping is expensive. If you agree with our quote, we will create a link for you to pay the products, shipping and taxes and we will be glad to start the manufacturing process.
Do you accept returns?
We accept returns and exchanges within 15 days of the receipt of your product. Requests after that time will be denied.
Product must be unworn and in its original, new condition. Returns will not be accepted for On Sale items, which are final sale. Please go to our complete Shipping and Return Policy for more details.
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.
Do you accept exchanges?
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 (for one return or exchange per order). We will cover the shipping charges both ways to get you the right fitting pair.
Please email us at firstname.lastname@example.org to receive a prepaid return/exchange label. 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 On Sale Items.
When will I receive my refund, exchange items, or store credit?
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 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 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 48 hours of receiving the returned items.