Shipping and Return Policy

SHIPPING AND RETURN POLICY

SHIPPING

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. 

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 or Canada, please write to us at info@donumshoes.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. 

RETURNS AND EXCHANGES FOR UNWORN, ORIGINAL AND IN 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 (except for On-Sale shoes, which are final sales).  

 

MAKING A RETURN OR EXCHANGE

Please email info@donumshoes.com to receive a prepaid return/exchange label.    All products must be shipped back unworn in the original packaging and the packaging must not be defaced in any way or an exchange or a refund will not be issued. The returned items will be inspected to see if they qualify for a refund/exchange. 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. Returns on Custom Made shoes are accepted but will be returned for store credit only. Shipping for Exchanges or Returns is free of charge 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. Donum Shoes 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 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. Please email info@donumshoes.com to receive a prepaid return/exchange label.