SHIPPING AND RETURN POLICY

SHIPPING

Upon placing your order, your products will ship within 24 hours with the exception of weekends. We ship Monday-Friday. Any order placed after 1:00 PM 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. 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.

LOST PACKAGES

For packages that may have been lost in transit, we will wait seven days after the original delivery date to see if the package arrives late. From our experience, giving that extra time often allows time for the shipper or customer to locate the package and get it out for re-delivery.   

INTERNATIONAL SHIPPING

Occasionally, we are able to ship internationally. If you are outside of the United States, please write to us at info@donushoes.com and we will let you know if your desired products are available for international shipping to your country and the rates of shipping 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 and is paid by the customer. We understand if you do not want to complete the purchase due to high shipping costs, but as a small business, we can not afford shipping companies to lose our packages. We appreciate your understanding and patience. In the case of international shipping, and if your merchandise is returned to us due to a failure to pay customs or duties, you will be charged the cost of shipping and refunded the remaining amount. For example, if you purchased a pair of shoes for $430 and we ship the shoes to you for $30, you will not be refunded the shipping costs. By purchasing from Donum Corporation you understand that duties may be required to import the products into your destination country. Donum Corporation is not responsible for any customs fees or duties. If you return an international purchase, you will be refunded the total amount of your purchase less the shipping cost. International shipping cost is non-refundable, as that was the total to ship the initial order to you.   

RETURNS AND EXCHANGES UNWORN, ORIGINAL AND NEW CONDITION

We are pleased to offer our Return Policy on unworn items in their original, new condition. We have remarkably low return rates and we are proud of the high-quality products we offer. However, we understand that there may be a case in which you need to return or exchange your order and we are more than happy to accommodate returns and exchanges on all DONUM products that have not been worn.   RETURNS Free Returns are offered within the contiguous United States on all shoe and belt purchases unless otherwise noted on certain products (namely Custom Made, Seconds or On Sale items). Return requests must be made within 15 days of the date you receive your shoes. Requests after this point will be denied. Returns on Custom Made shoes are accepted but will be returned for store credit only. No refunds will be offered. Shipping for Exchanges or Returns is free of charge within the contiguous United States for one return or exchange per order. If a second exchange or return is requested, the cost of the second shipping will be covered by the customer. Visit this link to print a free return label within the contiguous US.   EXCHANGES (only offered on non-second or On Sale items and within 15 days) If the size you receive does not fit you, we are happy to help you return them for store credit in order to reorder the correct size and make sure you are comfortable in your DONUM shoes. To receive store credit for your exchange, the original product must be unworn and in new condition. Exchange requests must be made within 15 days of receiving your shoes. Requests after this point will be denied.  We offer free exchanges in the contiguous US unless otherwise noted on products named Seconds.  Unfortunately, we are unable to offer free returns/exchanges for Military Forwarders, APOs.  Visit this link to print a free return label within the contiguous US.  If you wish to exchange your product and are an international customer, you are responsible for covering the cost of shipping.    MAKING A RETURN OR EXCHANGE Visit this link to print your prepaid return/exchange label.  Visit this link for step by step instructions on the return/exchange process.  All products must be shipped back unworn in the original packaging and the packaging must not be defaced in any way or a refund will not be issued. The returned items will be inspected to see if they qualify for a refund. Damaged merchandise will not be refunded and you will be invoiced the appropriate amount to cover the cost of shipping the shoes back to you.  Donum Corporation will not be responsible for returns lost in transit.   WHEN DO YOU RECEIVE YOUR REFUND, EXCHANGE PRODUCT 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 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. Visit this link to print your prepaid return/exchange label.