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Frequently Asked


Buying on

Check order status

Once the purchase has been completed and payment has been verified, you will receive an email confirming your order with the relevant details. If you do not receive it, please contact our customer service department. You will be able to access your account at any time. In the ‘YOUR ORDERS’ section, you will find the list of orders you have placed and the related details of the products and order status.

Modify or cancel an order

Once you have received the order confirmation email, you can modify or cancel your order by contacting our customer service department or by logging on to your account. Please note that you cannot modify or cancel any orders that are in an advanced state of preparation.

My order has been cancelled

Every order we receive undergoes checks on the details entered for it. In case of incomplete, inconsistent or untruthful details, or if the products are unavailable, the order can be cancelled. You will be notified of the refusal or cancellation of your order by email or over the phone. Such notification may not arrive immediately. Cancelled orders cannot be recovered and a new order must be made instead. For more information please contact our customer service department.

I have forgotten my password

You can set a new password from your account.

How to delete my account

You can delete your account by logging into your account and clicking on the MY ACCOUNT section.

How to use a promo code

If you have received a promo code that entitles you to a discount on products sold by, please choose the product or products you would like from our catalogue and add them to your shopping bag. You can type the promo code you have received in the relevant box in your shopping trolley, and see your discount in real time.

Product availability

The product catalogue on is constantly updated. Please contact our customer service department for more information about future product availability online or in our boutiques.

Countries and delivery addresses delivers throughout Europe, including Switzerland and the United Kingdom. It is not possible to enter multiple delivery addresses for the same order.

Outside European Countries, Doucal's website don't allow shopping.

How to choose perfect size

Doucal's models have comfortable fitting compared with standard fittings. For further information on specific model's fittings, please contact customer care by the form in the Contact us section.


Payment methods

The following payment methods are accepted on

  • Visa, Mastercard and American Express credit cards
  • Paypal
  • Cash on delivery (only for direct deliveries to Italy at a cost of €10)

You cannot use multiple payment methods for the same order.

When the amount is charged

The amount will be charged on purchase completion and only once the details entered have been checked for accuracy and truthfulness and it has been ascertained that the products are available.

Failed payment

If an order is cancelled because the payment details given are inaccurate or inconsistent, it will not be possible to recover the order. In this event we therefore ask you to create a new order and to either carefully check the details you have entered or change your payment method.

How to request an invoice

All orders contain proof of purchase. If you need an invoice, you can ask for one at the time of ordering by clicking on the appropriate box and entering the details needed.

Payment security

Starting from 14 September 2019, the European regulation on Strong Customer Authentication, part of the second European Payment Services Directive (PSD2), became effective. This regulation states that for all payments made by credit or debit card issued by European circuits, the customer, when paying online, must be redirected to the bank's 3D Secure page. The 3D Secure is a code that is provided on your mobile phone and through which you authorise the payment transaction. To protect our customers, 3D Secure is also used for purchases made on by credit card.

Dispatch and delivery

Delivery options, times and costs

At the point of payment you can choose between standard delivery at no extra cost, or express delivery at a price of €30. Delivery times for the various delivery methods are indicated when the choice is made, and are valid from the time of dispatch, not from the time the order is received. Deliveries to islands or remote destinations could be subjected to delays. Please note that orders are handled and processed by the delivery warehouse from Monday to Friday, excluding Italian bank holidays.

How to track my order

You can check the status of your order using the tracking information contained in the delivery email. You just need to log in to the DHL website and enter the tracking number in the ‘Track your delivery’ section.

Countries and delivery addresses delivers throughout Europe, including Switzerland and the United Kingdom. It is not possible to enter multiple delivery addresses for the same order.

Outside European Countries, Doucal's website don't allow shopping.

How can I change the delivery address or date

Thanks to DHL On Demand Delivery service, you can change the delivery address up until the day before delivery. You will be notified by the Courier by email or text message about the date and place of delivery. At the link sent to you, you can change the delivery address or date, or ask that the package be left with a neighbour. The service is reserved to all shipments.

Signature on delivery

Packages must be signed for by the recipient upon delivery. However, in accordance with the rules on social distancing to prevent the spread of Covid-19, this may not be possible in some cases.

Delivery duties and taxes

For orders to be delivered to European Countries and USA that requires custom duties, this have to be paid by the customer. For more information, contact the local customs office/corresponding tax authority.

Delivery insurance

Deliveries made from are not insured. The signature requested by the Courier constitutes proof of delivery.

What does the GoGreen logo on my package mean?

Doucal's participates in DHL's GoGreen project, which aims to offset the shipment's carbon dioxide emissions by investing in climate protection projects. All orders placed on the website have the GoGreen logo, revealing that the shipment has been made with zero impact.

Returns and refunds

Conditions of return

The right of withdrawal applies to products returned in their entirety and that respect the following conditions:

  • The goods and all their parts must be whole and intact, packaging included.
  • The goods must come with the return form which you have received by e-mail when you requested the return.
  • The composition of the goods and their parts must not be altered in any way (e.g. labels, ribbons, laces, etc.)

The right of withdrawal is totally forfeited if any of the conditions listed above are not met, in which case Doucal's s.r.l. will return the purchased goods to the Customer.

Return procedure and timings

The Customer may exercise their right of withdrawal within 14 days of receiving the goods. To do this, you can simply visit the returns request page and fill in the form. You will then receive an email with the return form, which you must put in the package. You must then prepare the package in such a way as to avoid damage, as far as possible, during the journey, and send it to the following address:
Doucal's s.r.l.
Via Lombardia 19-19/A
63812 Montegranaro (FM) - Italy
The goods must arrive at their destination intact, unused and in their original packaging.

How to prepare the return

You can prepare your return by putting the product you wish to return in the return box, together with the return form received by email. Be sure to reseal the packaging to prevent tampering during transport.

Request a product exchange

It is not possible to ask to exchange a product, even if it is with another of equivalent value. If you want to make an exchange, please return the purchased product and place a new order.

Refund timing and procedure

Refunds for returned products will be paid within 14 days of receipt of the goods at Doucal's s.r.l.’s warehouses, by reversing the amount charged using the same payment method the customer used for the purchase. In the case of payment with cash on delivery, refunds will be carried out using bank tranfer. The customer will not incur any costs as a result of this refund. In all cases, the refund will be forfeited if the conditions listed in the paragraph on return conditions are not met.

Reimbursement of delivery costs

The costs incurred for the delivery of the order are not refundable.

Customer care

Contact customer services

Our customer service department can be contacted from Monday to Friday, 9.00 a.m. to 6.00 p.m. CET, excluding Italian bank holidays. You can contact us by sending an email to or filling out the form in the Contact us section.

Contact a Doucal’s boutique

You can contact our Doucal's boutiques on WhatsApp, using the numbers on our home page.

How to choose perfect size

Doucal's models have comfortable fitting compared with standard fittings. For further information on specific model's fittings, please contact customer care by the form in the Contact us section.

How to take care of your shoes

In the care and maintenance section, you can find useful tips on looking after your Doucal's shoes.