Questions? Contact Us At 888.307.1630

RETURN AND EXCHANGE POLICY

We accept returns and exchanges on unworn merchandise (excluding Final Sale), for up to 30 days from the shipping date on regular price items and for up to 15 days from the shipping date on sale items. Any merchandise received outside of these respective return windows will be returned to the customer. We only accept returns from our the donaldpliner.com ecommerce website and do not accept returns from Donald Pliner Retail Stores. Donald Pliner Retail Stores do not accept returns from online purchases. We do not accept returns of merchandise purchased by other retailers.


RETURN AND EXCHANGE INSTRUCTIONS FOR U.S. ORDERS


The following instructions are for US orders only with special notes for Puerto Rico. For international orders, please see International Returns/Exchanges.


To return an item, simply PRINT OUT A RETURN LABEL HERE and mail us the merchandise you wish to return using the attached label.


There are no return shipping and handling charges for items sent back to us using the Donald Pliner Return Label.


All return shipping and handling charges for returns that do not use the Donald Pliner Return Label are the responsibility of the customer and are nonrefundable. We do not accept responsibility for packages that are shipped by some method other than using the Donald Pliner Return Label.


For returns from Puerto Rico, the Donald Pliner Return Label functionality is not available at this time and complimentary return shipping is not offered. Please mail your return directly to the following address:


Attn: Donald Pliner Returns
10800 NW 97th Street, Suite 103
Miami, FL 33178


To ensure that your return is processed accurately and in a timely manner:


  • Your return should be in its original condition, in the original box.
  • A completed Return Order Form should be included in your return shipment.
  • Do not use the shoebox as your shipping box.
  • Cover or remove any original mailing address label or carrier barcodes from the packaging.

Once your return is approved, a credit for the original product price and any sales tax will be refunded to your original method of payment. Note that any outbound shipping and handling charges are not refundable. Refunds of returned merchandise to your credit card may take up to one billing cycle to appear on your credit card statement.


For Exchanges, please specify on the Return Order Form, the size of the style which you would like to exchange. We are unable to exchange a style purchased for a different style. If the size for the style being exchanged is available, we will process the exchange and send it back to with no shipping cost to you. If the requested exchange is not available, we will return your purchase for a refund and contact you to advise as such. On exchanges of orders placed with ShopRunner as the shipping method, please note that the shipment of the processed exchange back to the customer will be sent via ground shipping.


FINAL SALE ITEMS


Merchandise that is "Final Sale" cannot be returned or exchanged online or in our retail stores. This includes any merchandise discounted 50% or more. Sample sale merchandise is also considered Final Sale.


RETURN ORDER FORM


If you misplace your original packing slip, which includes your Return Order Form, you can print a new one. Just sign in to your Account, select the order you wish to modify, and press "Print Order.” If you do not have an Account with us, simply print a copy of the order or shipping confirmation that was sent to your email address.


PRICE ADJUSTMENTS


If an item you have purchased through donaldpliner.com is reduced in price within 14 days of your order date, we will happily adjust the price for you. Please contact us anytime during that 14-day time frame and the difference will be refunded to your original method of payment. Please note that we can only make one sale adjustment per item.

Warranty & Repair Policy

Products that are purchased on our website, www.donaldpliner.com, or at one of our six Donald Pliner store locations, are guaranteed against defects in craftsmanship and materials that occur within 365 days of purchase. If a defect beyond normal wear and tear occurs within 365 days as the result of normal use, Donald Pliner will repair the defect. If a repair is not possible, Donald Pliner will exchange the product or provide a refund to a gift card.


HOW TO REPORT A DEFECT


1. Gather your original receipts and proof of purchase from www.donaldjpliner .com or one of our six Donald Pliner store locations.


2. Take a photograph clearly showing the defect in the Donald Pliner product as a result of craftsmanship or materials.


3. Contact Donald Pliner Customer Service at customerservice@donaldpliner.com or by calling 1-888-307-1630. You must have available:


  • The receipts showing that the purchase was made from www.donaldpliner.com or one of our six store locations.
  • The image showing the defect in the Donald Pliner product as a result of craftsmanship or materials.
  • Do not use the shoebox as your shipping box.
  • A detailed description of the defect in the Donald Pliner product.

4. Donald Pliner will evaluate the materials submitted to determine whether or not assistance can be provided. If we determine that a repair or replacement is warranted, we will contact you with further instructions.


NOTE: Repairs will take a minimum of 30 days to process.


DONALD PLINER ITEMS PURCHASED AT OTHER LOCATIONS


Items purchased at a department store or any other store selling Donald Pliner merchandise are not covered by the Donald Pliner Warranty and Repair Policy. We will not repair or replace product unless it was purchased from www.donaldpliner.com or one of our six store locations. Donald Pliner merchandise purchased from a third party retailer must be repaired or replaced by that retailer.


Shipping Information

Free Ground Shipping is available on all orders in the continental US. Orders are shipped via UPS Monday through Friday, excluding holidays. All orders received by 3:00pm EST Monday through Friday (excluding holidays) with a premium shipping option will be shipped out the same day.


Shipping Method Charge
Standard Shipping Free
2 day delivery $25.00
Next Day Delivery $48.00

Orders shipping to Hawaii or Alaska must ship via 2 Day Delivery. Unfortunately, ground and overnight shipping is not available to these destinations. We are happy to ship to APO/FPO locations, however due to the complex nature of these distribution points we cannot guarantee expedited shipping. Please allow additional delivery time for orders shipping to these locations.


  • 2 Day Delivery Arrives in 2 business days
  • Next Day Delivery Next Business Day

If 2 Day Delivery is requested, a $25.00 shipping charge will apply. Your order should arrive in approximately 2 business days after shipping if ordered by 3pm EST. Please note 2 Day Delivery orders placed Friday after 3pm EST or Saturday will be processed Monday (excluding holidays) and should arrive in 2 business days after shipping. Saturday delivery is not available.


If Next Day Delivery is requested, a $48.00 shipping charge will apply. Your order should arrive the next business day after shipping if ordered by 3pm EST. Please note Next Day Delivery orders placed Friday after 3pm EST or Saturday will be processed Monday (excluding holidays) and should arrive the next business day after shipping. Saturday delivery is not available.


2017 Observed Holidays


Holiday Date Day
New Year’s Day (observed) January 2 Monday
Martin Luther King January 16 Monday
Presidents’ Day February 20 Monday
Good Friday April 14 Friday
Memorial Day May 29 Monday
Day Before Independence Day July 3 Monday
Independence Day July 4 Tuesday
Day After Independence Day July 5 Wednesday
Labor Day September 4 Monday
Columbus Day October 9 Monday
Thanksgiving Day November 23 Thursday
Day After Thanksgiving November 24 Friday
Christmas Day December 25 Monday
Day After Christmas December 26 Tuesday

Frequently Asked Questions

Quick Links



RETURNS & EXCHANGES


I want to return my purchase! What do I do?
We accept returns and exchanges on unworn merchandise (excluding Final Sale), for up to 30 days from the shipping date on regular price items and for up to 15 days from the shipping date on sale items. Any merchandise received outside of these respective return windows will be returned to the customer. We only accept returns from our the donaldpliner.com ecommerce website and do not accept returns from Donald Pliner Retail Stores. Donald Pliner Retail Stores do not accept returns from online purchases. We do not accept returns of merchandise purchased by other retailers.


Please see instructions for returns & exchanges here.


I would like to return a gift that was sent to me. How do I do that?
If you would like to return merchandise that you received as a gift from donaldpliner.com, you may exchange the merchandise for a Donald Pliner store credit or choose to refund to the original purchaser's method of payment. Please indicate your choice in the space provided on the Exchange/Return slip enclosed with your merchandise and follow the accompanying return instructions. If you do not have the packing slip, please contact Donald Pliner customer service by phone at 1.888.307.1630 between 9am – 6pm EST Monday through Friday, or email us at customerservice@donaldpliner.com for further assistance.


How long does it take for me to get a refund?
We will process your refund within approximately 4 days of receiving your merchandise. Once processed, we will send you an email confirmation acknowledging receipt of your return. Your banking institution may require additional days to process and post this transaction to your account. Please allow 1-2 billing cycles from the day you return your package for your account to be credited. Donald Pliner reserves the right to deny refund if the merchandise does not meet return policy requirements.


Can I return used products?
We will only accept returns for items that have not been worn or altered. Merchandise must be in its original condition – Donald Pliner does not accept returns for worn merchandise.


Can I return shoes I purchased online at one of the Donald Pliner retail stores?
Donald Pliner concept stores do not accept returns from online purchases. Merchandise purchased from donaldpliner.com must be returned via mail to:


Please mail returns to: Attn: Donald Pliner Returns 10800 NW 97th Street, Suite 103 Miami, FL 33178


Returns must be accompanied by the original invoice and in the original box. We apologize for any inconvenience.


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PAYMENT & ORDER INFORMATION


How can I cancel my order?
In an effort to get your order to you quickly, we fulfill orders immediately upon receipt. Therefore, it may not be possible to modify or cancel existing orders even within an hour of placement. If you have additional questions about your order, please contact Donald Pliner customer service by phone at 1.888.307.1630 between 9am – 6pm EST Monday through Friday, or by email at customerservice@donaldpliner.com.


What forms of payment do you accept?
Payment is accepted in U.S. dollars only. donaldpliner.com currently accepts Visa, Mastercard, American Express, and Discover for all orders. We are unable to verify credit cards orders drawn from international banks or international billing addresses. Upon completion of your order request, your credit card will be authorized for the full amount of your order. Funds will be withdrawn from your account when the item is shipped. If an item is unavailable to ship immediately, the amount authorized for that item will be released within 48 hours.


Is it safe to use my credit card on your site?
All of your transactions are protected by SSL encryption software. This encrypts your credit card number so it cannot be read as the information travels over the internet. This industry standard is the best software available today for secure commerce transactions.


Is it safe to use my debit card on your site?
Yes! The amount you charge will be put on "hold / pending authorization", meaning it will not be available to you once you place your order. Once your order is shipped, the amount of the transaction will be withdrawn from your account and the original "hold / pending authorization" will be voided. If an item is unavailable to ship immediately, the amount authorized for that item will be released within 48 hours.


Do you allow Cashier's Checks or Money Orders?
No. At this time donaldpliner.com does not accept Cashier's Checks or Money Orders.


Do you accept international credit cards?
donaldpliner.com is unable to verify credit cards orders drawn from international banks or international billing addresses. If you would like to place an international order please call one of our concept stores directly.


How do I track my order?
Sign into your account click "My Orders" to view order status. If you do not have an account it's ok, once your order has shipped you will receive a Shipping Confirmation email with your UPS tracking number. For assistance with your order, please contact Donald Pliner customer service by phone at 1.888.307.1630 between 9am – 6am EST Monday through Friday, or by email at customerservice@donaldpliner.com.


What if I received an Incorrect Shipment / Defective Product?
In the event that we processed an order incorrectly or you received a damaged or defective item, we will gladly take back that item for a full refund at our expense. Donald Pliner will provide a pre-paid UPS shipping label to expedite the return. To receive your return shipping label and arrange your refund or replacement product, please contact Donald Pliner customer service by phone at 1.888.307.1630, or by email at customerservice@donaldpliner.com.


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SHIPPING INFORMATION


I just placed an order online, when will I get my order?
All orders received by 3:00pm EST Monday through Friday (excluding holidays), with a premium shipping option will be sent out the same day. Orders shipping to Hawaii or Alaska must ship via 2 day air, unfortunately ground and overnight shipping is not available to these destinations. Orders are shipped via UPS Monday through Friday. Your package will ship once credit card authorization and verification has been completed.


**Please note that orders placed after 3pm EST will not be shipped until the following business day.


Can I expedite my shipping?
Yes! We currently offer three shipping options:


  • UPS Standard Ground (Free) - Delivery guaranteed in 4 to 10 business days after processing
  • UPS 2 Day Air ($25) - Delivery is guaranteed in 2 business days after processing
  • UPS Next Day Air ($48) - Delivery is guaranteed the next business day after processing

Orders shipping to Alaska, Hawaii or Puerto Rico must ship 2 day air, unfortunately ground and overnight shipping is not available to these destinations. At this time we do not offer International shipping, Saturday delivery or deliveries to P.O. Boxes.


Oops! I accidentally placed my order with the incorrect shipping address. What should I do?
In an effort to get your order to you quickly, we fulfill orders immediately upon receipt. Therefore, it may not be possible to modify or cancel existing orders even within an hour of placement. If you have additional questions about your order, please Donald Pliner customer service by phone at 1.888.307.1630 between 9am – 6pm EST Monday through Friday, or by email at customerservice@donaldpliner.com.


Do you ship inernationally?
donaldpliner.com does not ship outside of the United States at this time. However, international orders can be placed with one of our concept stores. For assistance, please contact one of our concept stores directly. Addresses and telephone numbers for our stores are available here.


Do you ship to P.O. Boxes or Military APO/FPO addresses?
We are happy to ship to APO/FPO locations however we cannot guarantee expedited shipping due to the complex nature of these distribution points. Unfortunately, donaldpliner.com does not offer delivery to P.O. Boxes at this time. However, our concept stores are able to ship to both P.O. Boxes and APO/FPO locations. For assistance, please contact one of our concept stores directly. Addresses and telephone numbers for our stores are available here.


What are the shipping charges for returning an order?
Shipping charges for any returned item(s) are the responsibility of the client.


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ACCOUNT INFORMATION


What are the benefits of having an account with you?
Having an account offers you a safe, easy, and fast way to order. It also serves as a way to track and receive notifications about your orders. With a donaldpliner.com account you have the ability to:


  • Save your shopping cart so you can return to it at some other time.
  • Save your shipping and billing information for a faster and easier checkout process
  • Check order status and track your order.

Any information you provide is kept secure and will never be sold to outside parties. Please see our Privacy Policy section if you have further questions.


My email address changed. How do I update this information to my current account?
You are welcome to update your e-mail address by logging in to your account online. The best way to do this is to take the following steps:
1. Visit the donaldpliner.com and click on "My Account" in the upper right-hand corner of the page.
2. Log in to your account by typing your previous e-mail address and password.
3. Once logged in, click on "Edit" within the "Account Information" area.
4. Enter your new e-mail address into both lines.
5. Enter your current password at the bottom to verify. To change your password as well, enter a new password in the "New Password" area below.
6. Click "SUBMIT" to finalize any changes.


How do I unsubscribe from any of your mailing lists?
There are 3 easy ways to unsubscribe:


  • Visit donaldpliner.com and log in to "My Account" in the upper right-hand corner of the page. Select "Newsletter Subscription" on the left-hand side bar. Choose the Unsubscribe option and click "SUBMIT".
  • Just click the unsubscribe link found at the bottom of any email updates sent to you.
  • Email us at customerservice@donaldpliner.com and a representative will assist you.

Forgot your password?
If you have forgotten your password, go to donaldjpliner.com and visit " Your Account " at the top right of the page. Select "Forgot Your Password?" In the space provided, enter the email address you used when you signed up. Your password will be emailed to you shortly. For additional assistance, please contact Donald Pliner customer service by phone at 1.888.307.1630 between 9am – 6pm EST Monday through Friday, or by email at customerservice@donaldpliner.com.


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PRODUCT AVAILABILITY & PRICING


What kind of selection do you have?
Donaldjpliner.com offers a wide selection in both Men's and Women's styles. We frequently add new products to our catalog. Stay tuned for new product launches as well as upcoming sales and promotions by registering for Donald Pliner emails. Simply enter your email address in our "EMAIL SIGN UP" box at the bottom right of every page and click the arrow to receive news and offers.


Do you match prices if an item goes on sale after my purchase?
If an item you have purchased through donaldjpliner.com is reduced in price within 14 days of your order date, we will happily adjust the price for you. Please contact us anytime during that 14-day time frame and the difference will be refunded to your original method of payment. Please note that we can only make one sale adjustment per item.


Is the item I want going to go on sale soon?
Unfortunately, donaldjpliner.com does not know if an item will go on sale. To receive special offers and notifications about upcoming sales, join our mailing list. Simply enter your email address in our "EMAIL SIGN UP" box at the bottom right of every page and click the arrow.


The item I want is out of stock, what do I do now?
We are very sorry that the item you are requesting is not available. Items are available on a first come, first serve basis. Please contact us at any of our concept stores with the style name and size of the item you want and a customer service representative will contact you as soon as the item becomes available. Addresses and telephone numbers for our stores are available here.


Do you do backorders?
No, we do not do back orders. If an item you ordered is out of stock you will notified via email.


Can I write a review on a product?
Unfortunately, writing a review about your product is not an option at this time. Any comments you have can be submitted to our customer service team via email at customerservice@donaldjpliner.com


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GIFT CARDS, STORE CREDIT & PROMOTIONAL CODES


Does donaldjpliner.com sell gift cards?
Yes, e-gift cards may be purchased online at donaldjpliner.com. You can also purchase gift cards at Donald Pliner concept store locations. Our gift cards and e-gift cards never expire and may be used either online or in store.


We recommend you make a record of your e-gift card number when you receive it and store it in a safe place. We are not responsible for lost or stolen gift card numbers. If you have lost your gift card/e-gift card code, please call our Customer Service Center at 1.888.307.163. Once your identity has been verified, we can provide the number again for you via email.


How do I use my eGift Card code?
Gift cards can be applied to your order by entering the code provided to you during the checkout process. E-gift card codes must be entered in the "Gift Card Code" space provided on the Order Summary page. Once the code has been entered, click the "GO" button. Your gift card balance will appear below. Enter the amount of the purchase you wish to pay by gift card into the box underneath and click "APPLY". The value of the gift card will be applied to your order.


For further assistance, please contact Donald Pliner customer service by phone at 1.888.307.1630 between 9am – 6pm EST Monday through Friday, or by email at customerservice@donaldpliner.com.


What is a donaldjpliner.com Store Credit and how do I get it?
A Donald Pliner Store Credit is received for products returned that may be used to purchase future orders on the website. When returning items you have the option to 'Receive Store Credit' or 'Refund my Credit Card'. Store Credit will be sent to you as a code via email in the amount of your return.


How do I use my donaldjpliner.com Store Credit?
In order to use your Store Credit code, you must enter the code in the "Gift Card Code" space provided on the Order Summary page during checkout. After entering the code, you must hit the "GO" button. Enter the amount of the purchase you wish to pay by your store credit code into the box underneath and click "APPLY". The value of the Store Credit will be applied to your order.


For further assistance, please contact Donald Pliner customer service by phone at 1.888.307.1630 between 9am – 6pm EST Monday through Friday, or by email at customerservice@donaldjpliner.com.


How do I obtain the balance of my donaldjpliner.com Store Credit?
To view your Donald Pliner Store Credit or e-gift Card balance, you must enter the code in the space provided on the Order Summary page during checkout and hit the "GO" button.


For further assistance, please contact Donald Pliner customer service by phone at 1.888.307.1630 between 9am – 6pm EST Monday through Friday, or by email at customerservice@donaldjpliner.com.


How do I use a donaldjpliner.com Promotional Code?
Promotional codes can be applied to your order by entering the code into the space labeled "Promotional Code" on the Order Summary page during checkout. Once the code has been entered, click "GO". The value of the promotional code will be applied to your order.


For further assistance, please contact Donald Pliner customer service by phone at 1.888.307.1630 between 9am – 6pm EST Monday through Friday, or by email at customerservice@donaldjpliner.com.


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SHOES / BRANDS


How do I know my shoe size?
Because the foot is three-dimensional, any two-dimensional measuring tool, such as a ruler or Brannock device, can only approximate your true shoe size. Please also keep in mind the manufacturers use different lasts to construct their shoes, and sizing may vary accordingly. Make sure you are standing, wearing the socks or stockings you will wear with your new shoes. Use the chart provided to convert your two measurements from inches to find your actual shoe size.


Size Chart

How do I know if you carry a specific brand/color/size/width?
Please use the search button in the top right corner to find a particular style by entering the style name. Donaldjpliner.com carries most of what is available at Donald Pliner concept stores. If you have additional questions about particular style please contact Donald Pliner customer service by phone at 1.888.307.1630 between 9am – 6pm EST Monday through Friday, or by email at customerservice@donaldjpliner.com.


Some of your shoes are made in China. Is the quality lower? Why do you make shoes in China?
As a company that provides a wide variety of shoes and styles, we're proud to say that all of our international manufacturing choices have been profoundly researched and tested. We are confident that the products we deliver to you are of the highest integrity and will provide the same level satisfaction and quality distinctive to the Donald Pliner brand. We insist on using only the finest quality materials available in the marketplace.


Do you have a catalog?
No! Currently, we have a 'virtual' catalog in order to ensure that our customers have access to the most current styles, prices, sizes, and overall selection. If there is a particular shoe or style of shoe that you are interested in, please feel free to contact us and we will be happy to help you locate it.


Is the item I want going on sale soon?
Unfortunately, donaldjpliner.com does not know if an item will go on sale. To receive special offers and notifications about upcoming sales, join our mailing list. Simply enter your email address in our "EMAIL SIGN UP" box at the bottom right of every page and click the arrow.


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TECHNOLOGY


How do I know it is safe to shop with you?
Donaldjpliner.com respects your privacy and is committed to protecting it. We will not sell, trade, or rent any of your personal information to a third party. All of your transactions are protected by SSL encryption software. This encrypts your credit card number so it cannot be read as the information travels over the internet. This industry standard is the best software available today for secure commerce transactions. If you are not comfortable shopping online and would prefer to place your order by phone, please call our Customer Service Team at 1.888.307.1630 between 9am – 6pm EST Monday through Friday.


What are cookies? Do I need to enable cookies on my browser?
A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites. You need to enable cookies on your browser to enjoy all the shopping features on donaldjpliner.com. Cookies need to be enabled on your browser in order for you to access your account information as well as add products to your shopping bag. If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended.


When placing an order I get an error message stating that there has been an authorization failure. What went wrong?
Please double check that the billing address, credit card number and expiration date entered is accurate. Please be aware that donaldjpliner.com currently accepts Visa, MasterCard, Discover, and American Express for credit card payment.


Why isn't my browser working with your site?
Ordering from our site requires the use of an SSL-compliant browser. We recommend using Google Chrome 58 or later, Firefox 52 or later, Microsoft Edge 14 or later, or Safari 10 or later. If you are using browsers other than those listed here, we cannot guarantee that all of our site features will work correctly. In addition, please note that your browser preferences must be set to accept cookies in order for the site to function correctly.


I tried to check out and the item in my shopping bag disappeared, what happened?
We are sorry that you were not able to complete your order. The selection on donaldjpliner.com is live and reflects what is in stock at that moment. Placing an item in your shopping cart does not guarantee your ability to purchase that item. Until you have completed the checkout process, another customer may purchase the item even if it is in your cart. If that happens, please contact our customer service directly by phone at 1.888.307.1630 between 9am – 6pm EST Monday through Friday, or by email at customerservice@donaldjpliner.com. We will be happy to assist you in locating any styles you need.


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