Clothing size guide

We include the bust, sleeve length, and body length measurements in size Medium for each top or dress to give you an idea of how the item is cut. The bust measurement is measured from one inch below the armpit and reflects the full chest circumference of the garment. Pants and skirts include waist and hip measurements where relevant; the hip is measured at the fullest part of the hip.

Each product will generally have fit info included in the bullet points below the product description. Most items fit true to size unless otherwise explicitly stated. Garment sizes as worn by the model are included only as a point of reference; please note that items may be clipped or tucked in when photographed, so it’s best to go with your normal size when in doubt rather than judging sizing based on a sample size a model is wearing.

For additional measurements or sizing/fit advice on specific items, please feel free to reach out to customercare@shopdoen.com.

Our Size Guides are below. For ease of reference these same charts are accessible on every product page under the size run buttons. These charts can be used as standard sizing reference for all of our items.

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Shoe size guide

Every shoe product page will have fit information included in the bullet points beneath the item description. Fit can vary between styles so be sure to read the full product description before choosing a size. 

 

Care instructions

Please follow the care instructions as stated on the label. For items marked Dry Clean Only, we encourage you to seek out green dry cleaners who avoid using the toxic chemical perchloroethylene (or “perc”). Two great options to look for that may be offered by your local green dry cleaners are CO2 cleaning and wet cleaning. 
 
Care instructions come from our manufacturers, and should be followed to keep your items in their best shape. Please note that we’re unable to replace or refund items damaged by improper care, so if you choose to go against the care instructions that is at your own risk. 
 

Sold out items

Our inventory can be limited for certain items, which means that sometimes pieces do sell out. The best way to get ahold of a sold out item is to sign up for a Back In Stock Alert on the product page. Please note that once an item from a new collection sells out the only way to get one will be from returns. Returns come back one at a time but the Back In Stock Alert will go out to everyone who signed up for it in that size, so be sure to act fast when you receive a notification as those single pieces can sell very quickly.

We sometimes will recut high demand items, so even if something has been sold out for quite some time we may still do another run. Be sure you're signed up for our mailing list as restocks will be announced there first, and can still sell out quite quickly. 

We're always happy to provide any information we have about restocks when available, or offer alternative options to a sold out style you're after; please feel free to email us at customercare@shopdoen.com with any inquiries. 

 

When will my order ship?

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). Please allow up to 10 business days of additional processing time for orders placed with Ground Shipping or International Economy during and after sales, as well as during season launch periods. If you need to receive your order quickly, please select an expedited shipping option when checking out. All orders placed with expedited shipping will be prioritized and sent out same day if the order is received before 12pm PST Monday-Friday.

If you placed your order during a normal volume period (not during a sale or season launch) and it’s been longer than 72 hours and the item you ordered is currently in stock, please check your email inbox to see if we’ve contacted you with any notifications about your order. If you’re unsure if your item is currently in stock, please double check your order confirmation email to confirm whether or not your order contained any items on pre-order. Orders with a pre-order item will have the text “Pre-ordered items: 1” beneath the product size and color in your order confirmation email. From there you can click on the product name to take you to the product page. Select your size, and the button will change from “Select Size” to “Pre-Order” with the expected ship date listed right beneath it. Please note that expected ship dates are estimated and cannot be guaranteed.

 

I need to change my order

Because of how our system works, we are unable to change sizes or colors of items for you once you've placed the order. If you need a different size or color, or have changed your mind about wanting an item, we can fully cancel your single-item order, or if it's one item on a larger order, we can refund that item for you. 

We advise that you place a new order for the item you need as soon as possible, and then reach out to customercare@shopdoen.com and let us know your order numbers and which item or items need to be canceled. 

 

 

Adding an item to an order

We are unable to manually add additional items to your order after the order has been placed as we do not hold onto your payment information to be able to charge you for that item. The best thing to do is place a second order and then reach out to us with your order numbers, and if the first order hasn't gone to our warehouse yet, we can combine the orders for you and refund your shipping on the second order. 

 

Combining multiple orders

If you've placed more than one order going to the same domestic location within 24 hours, and none of your orders have shipped yet, we may be able to combine your orders to ship together. Please reach out to us at customercare@shopdoen.com with the order numbers and, if they haven't been sent to our warehouse yet, we will combine them and refund your shipping on the second order. 

Please note that international orders cannot be combined at this time. 

 

My order arrived incomplete

Please double-check your emailed order confirmation to confirm that all items you ordered were in stock. Items on pre-order will have the text “Pre-ordered items: 1” beneath the product size and color in your order confirmation email. From there you can click on the product name to take you to the product page. Select your size, and the button will change from “Select Size” to “Pre-Order” with the expected ship date listed right beneath it. 

If your items were in stock at purchase, please double-check your email to confirm that no one from Dôen has contacted you via email to let you know that an item from your order was unable to be fulfilled. If so, you would have one email from Dôen explaining what happened as well as an email indicating you were refunded for the item we couldn't send. 

If you have confirmed that all of the items in your order were currently in stock when you placed the order, but an item is missing, please reach out to us at customercare@shopdoen.com with your order number, a photo of the packing slip from your package, and the name of the missing item, and we will investigate this for you.

 

There's a problem with my order

 

We're so sorry about this! Please contact us at customercare@shopdoen.com with your order number and a description of the issue, along with a photo of the packing slip from your package, and we will take care of this as soon as we can.

 

When are pre-orders charged?

All purchases made on our site, whether they are for in-stock items or pre-order items, are charged at the time of purchase.

 

 

US orders: When will my pre-order items ship?

All expected pre-order ship dates are listed on their product pages. Simply go to the page of the item you’ve pre-ordered and select 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.

 

International orders: When will my pre-order items ship?

Please be aware that all international orders including pre-order items will be held until complete and only shipped out once all items have been received at our warehouse. All expected ship dates for pre-order items are available on their product pages. Please look out for a shipping notification for your order once it’s complete!

 

Items sold out in pre-order

We do not make the entirety of our stock of any item available for pre-order, only limited quantities of each size. When pre-ordered items arrive at our warehouse we receive additional stock available that hasn't been pre-sold.

If an item you like is still on pre-order, but is showing as sold out in your size, please sign up for a Back In Stock Alert to be notified when those additional pieces arrive. Be sure to react quickly when you receive a Back In Stock Alert as inventory is still limited and high demand items may sell out entirely once the full production run arrives.

 

Pre-order item delays

Although we try our best to send out all pre-ordered items by or before the expected ship date listed at purchase, sometimes due to factors out of our control we may need to update an expected ship date to reflect a slight delay. 

It is our general policy to update customers via email if an item is to be delayed two or more weeks from the original ship date. If you haven't been contacted via email, and you can't recall the expected ship date for your items, please check the product page to find the most recent expected ship date. 

 

Exchange policy

Due to our limited inventory we are currently unable to offer exchanges. If you would like a different item, size, or color, please return the original item for a refund and place a new order for the item you'd like. 

 

Domestic shipping

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). Please allow up to 10 business days of additional processing time for orders placed with Ground Shipping or International Economy during and after sales, as well as during season launch periods. If you need to receive your order quickly, please select an expedited shipping option when checking out. All orders placed with expedited shipping will be prioritized and sent out same day if the order is received before 12pm PST Monday-Friday.
 
Shipping rates are calculated by FedEx at checkout. Please add the items you'd like to your cart and then enter your shipping address at checkout to determine shipping cost. You do not have to provide any payment info in order to see the shipping cost. 
 
We currently offer free FedEx Ground Shipping for orders totaling $500 USD or more before tax. Once your cart passes this threshold Ground Shipping will show up automatically at checkout as an option at no cost. 
 
Please make sure that your order is shipping to a secure location. For any special/urgent requests, or to enquire about same-day messenger services in the LA area, please contact customercare@shopdoen.com or call 818.691.0308 / 877.756.7353.
 
Please note the Dôen offices are closed on Memorial Day, July 4th, Labor Day, Thanksgiving/Black Friday, Christmas Eve, Christmas Day, and New Year's Eve.  

We cannot ship to PO Boxes at this time.

 

Domestic return policy

Dôen offers free returns for items in new and unworn condition with tags attached within 30 days of your receipt of shipment with the exception of items marked FINAL SALE. 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: 

  • Fill out "Return Reason" on the packing slip included with your shipment. Please make sure this packing slip is included in your return shipment so 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 (or other packaging of your choice) and seal the package. 
  • Drop the package at the nearest FedEx location. Go to HTTP://WWW.FEDEX.COM/US/DROPBOX/ for locations.
  • Within 7-10 business days of our receipt of your return, you will receive an email that your refund has been processed. Please note we may need additional time to process your return during high volume periods. If your return package shows as having been delivered but you haven't yet received a refund notification, we appreciate your patience in allowing us time to complete the return process. Your refund will be credited to the same form of payment used to make the original purchase. Refunds are for product only and do not include original shipping cost. Please allow 7-10 business days for your bank to post the refund to your account.
  • If you would like to return an item, but do not have the pre-printed return label from your package, please include your order number and reason for return in your package and contact Customer Care for the return address at customercare@shopdoen.com or call 877.756.7353 Mon-Fri 9am - 5pm PST. 

For help or questions about a return please contact customercare@shopdoen.com anytime.

 

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. You can choose to pre-pay all duties and taxes at checkout so that the item goes straight to your door, or wait and pay them upon receipt of your package.

If you live in a country that charges duties and taxes, and you choose not to pre-pay them, please note that we will contact you via email to confirm that you accept the possibility of being charged customs. Please respond promptly to this email from us as we will be unable to ship your package to you until we receive your response. 

Free Economy Shipping is available for all international orders totaling $500 USD before taxes at checkout. Please note this only covers the shipping cost; any duties and taxes levied by your country remain the responsibility of the customer. 

 

International return 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 your 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. 

To complete a return, please follow the steps below: 

  • Fill out "Return Reason" on the packing slip included with your shipment. Please make sure this packing slip is included in your return shipment so we may identify your order. 
  • Contact Customer Care for the return address at customercare@shopdoen.com or call 877.756.7353 Mon-Fri 9am - 5pm PST. 
  • Within 7-10 days of our receipt of your return, you will receive an email that your refund has been processed. Your refund will be credited to the same form of payment used to make the original purchase. Refunds are for product only and do not include original shipping cost. Please allow 7-10 business days for your bank to post the refund to your account.

For help or questions about a return please contact customercare@shopdoen.com anytime.

 

 

Duties and taxes

International customers have the option at checkout to either pay duties and taxes ahead of time, or pay just for shipping and then fully pay the taxes levied by your government once the package enters your country before FedEx will deliver it.

Please note that if you choose not to pay customs at checkout, and you live in a country that levies these taxes, then we will contact you via email to confirm your willingness to pay any taxes upon receipt. We require an affirmative response to this email before shipping your package, and will not send your order until we hear back from you with a confirmation that you accept the possibility of any customs and duties and will pay them in full. If we do not receive your response within a reasonable amount of time your order will be canceled.  

We are unable to falsify the prices of our items on customs forms or mark international purchases as gifts. Any duties or taxes levied are at the whims of your country of residence and are out of our control.

 

How our gift cards work

Our gift cards are online only, we do not offer physical cards at this time. Gift cards are sent upon purchase directly to the email address you used at checkout. From there you can simply forward the gift card email to the intended recipient, or if you’d like a physical copy, you can open it from the email, print it out, and give the paper to the recipient.

 

Refunds on gift card orders

We're happy to accept returns on orders where you paid fully or partially with a gift card. Please note that our payment processor automatically refunds payment first to the original form of payment, so if you paid with a gift card first, the funds will go back to your gift card first, then to your credit card once the gift card is filled back up with the original amount of funds. The gift card you used for your order can be re-used on a future order. Please reach out to us at customercare@shopdoen.com if you need the original gift card re-sent to you. 

If you've ordered multiple items and you’d like funds returned to a credit card first when refunding, please email us beforehand at customercare@shopdoen.com to let us know, and note that you'd like your refund processed that way on the packing slip as well when you send us your return.

Please note that if you return the entire order that funds will still go back onto the gift card as we are unable to offer cash refunds for gift card purchases. 

 

Contact us

For customer service, product, order, or shipping-related inquiries, please contact customercare@shopdoen.com

Customer service can be reached by phone at 818.691.0308 or 877.756.7353 (toll free). Our customer service phone hours are Monday-Friday, 9am - 5pm PST. 

For brand-related inquiries, please contact connect@shopdoen.com

For press or PR, please contact jenny@shopdoen.com or phoebe@shopdoen.com

For questions related to our events or pop-ups, please contact events@shopdoen.com

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

 

Accessibility Statement

Dôen strives to provide customers and other individuals with disabilities with equal access to its products and services, including through an accessible website. If you have questions, comments, or encounter any difficulty in using this site, please e-mail us at customercare@shopdoen.com or call 818.691.0308.

 

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