Customer Service Policy

Customer Service Policy

1. Our Service Commitment

At Dooneyd, we believe exceptional customer service is as essential as the quality of our handbags, wallets, business cases, travel accessories, apparel, shoes, and watches. Whether you need help choosing the right-sized laptop compartment for a business case, have questions about caring for a full-grain leather handbag, or need to resolve an order issue, our team is dedicated to providing prompt, transparent, and solution-focused support. Our goal is to make your experience with Dooneyd smooth, stress-free, and aligned with the care we put into every product we create.

2. How to Reach Us

We offer convenient, accessible channels to connect with our customer service team—choose the one that works best for you:
  • Email Support: Our primary support channel is [email protected]. We respond to all general inquiries (e.g., product details, size guidance, order status) within 24 business hours (Monday–Friday, 9:00 AM–6:00 PM GMT+8). For urgent issues (e.g., damaged items upon delivery, missing orders), mark your email subject with “URGENT” and we’ll prioritize it for a response within 6 business hours.
  • Account Portal: Log into your Dooneyd account on our official website and navigate to the “Help Center” to submit a support ticket. You can track the progress of your ticket in real time, and our team will follow the same response timelines as email support.
  • Social Media Messaging: For quick questions (e.g., “Is this wallet available in tan?”), you can message us via our official Instagram or Facebook accounts. We typically respond within 12 business hours.

3. Pre-Purchase Support: Shop with Confidence

We want you to feel certain about your purchase—especially when it comes to items that fit your lifestyle. Our team provides detailed pre-purchase assistance to help you make informed choices:
  • Product Details & Functionality: Need to know if a travel tote is water-resistant? Wondering if a watch’s band is adjustable? We’ll share specific product specs, material details (e.g., “This business case is made of durable polyester with a leather trim”), and even real-user insights (e.g., “Customers love this wallet for holding 10+ cards without bulging”). If you need extra clarity, we can send supplementary photos (e.g., close-ups of a handbag’s interior pockets) to help you visualize the product.
  • Size & Fit Guidance: For size-sensitive items like apparel, shoes, and belts, we’ll walk you through our size charts and offer personalized recommendations. For example: “If you prefer a relaxed fit in our linen blouses, we suggest sizing up—our medium fits bust sizes 36–38”, or “This shoe runs slightly narrow, so if you have wide feet, opt for half a size larger.” We can also share measurements of specific products (e.g., “The interior of this crossbody bag is 9 inches wide, perfect for a smartphone + small wallet”).
  • Style & Matching Tips: Unsure if a navy handbag pairs well with your wardrobe? Or if a leather watch complements your work attire? Our team knows our collection inside out and can offer tailored suggestions (e.g., “This tan wallet matches our best-selling leather tote—many customers buy them as a set,” or “This minimalist watch works for both business meetings and weekend outings”).

4. Order & Shipping Support

From the moment you place an order to the day your Dooneyd piece arrives, we keep you informed and ready to assist with any hiccups:
  • Order Modifications & Cancellations: If you need to update your shipping address, swap a product color (e.g., change a wallet from black to brown), or cancel an order, contact us within 24 hours of purchase. For orders that haven’t been processed or shipped, we can make changes or cancel free of charge. If your order has already shipped, we’ll guide you through our return process (see Section 5) to resolve the issue.
  • Order Tracking: Once your order ships, you’ll receive a shipping confirmation email with a unique tracking number and a link to the carrier’s website. If tracking shows delays (e.g., “In Transit” for more than 5 days beyond the estimated delivery date), “Delivered” but you haven’t received your package, or a damaged package, contact us immediately. We’ll work directly with the carrier to investigate—whether that means filing a lost-package claim, arranging a replacement for damaged items, or confirming delivery details with your local courier.
  • International Shipping Assistance: For international orders, we can help clarify customs requirements, explain potential import fees (note: these are the responsibility of the customer), or provide documentation to facilitate clearance. If your order is held by customs, we’ll offer guidance on how to resolve the issue (e.g., providing proof of purchase to your local customs office).

5. Returns & Exchanges: Simple, Fair Solutions

If a Dooneyd product doesn’t meet your expectations, we make returns and exchanges straightforward—no hidden fees or complicated steps:
  • Eligibility: Most unused, undamaged products (with original tags, packaging, and no signs of wear) can be returned or exchanged within 30 days of delivery. Exceptions include:
    • Personalized items (e.g., monogrammed wallets, engraved watches) – these are non-returnable unless they have a manufacturing defect.
    • Final Sale items – clearly marked on product pages, these cannot be returned or exchanged.
  • Process:
    1. Initiate your request via email ([email protected]) or your account portal, including your order number, product name, and reason for return/exchange.
    1. We’ll approve your request within 1–2 business days and send a prepaid return label (for all orders, domestic and international—we cover return shipping costs).
    1. Pack the product securely (preferably in its original packaging) and attach the return label. Ship it back to us within 7 days of receiving the label.
    1. Once we receive and inspect the product (usually within 3 business days), we’ll process your refund or exchange:
      • Refunds: Credited back to your original payment method within 5–7 business days (in the same currency as your purchase).
      • Exchanges: We’ll ship your new product within 2 business days of approving the returned item (if in stock).
  • Damaged/Defective Items: If your product arrives with a defect (e.g., a broken zipper on a business case, a watch that stops working, unstitched seams on apparel) or is damaged during shipping, contact us within 48 hours of delivery. Send photos or videos of the issue, and we’ll send a replacement for free (no need to return the damaged item) or issue a full refund—whichever you prefer.

6. Post-Purchase Care: Keep Your Dooneyd Pieces Looking Their Best

We want your handbags, watches, and apparel to last for years—so we’re here to share expert care tips:
  • Material-Specific Guidance: Need to clean a canvas travel bag? Maintain a leather handbag? Polish a stainless steel watch? Our team provides step-by-step instructions:
    • Leather items: “Wipe with a dry microfiber cloth to remove dust; avoid water. For stains, use a leather cleaner (we recommend [brand]—avoid harsh chemicals). Condition every 3 months to keep leather soft.”
    • Canvas items: “Spot-clean with mild soap and a damp cloth; air-dry (do not machine wash).”
    • Watches: “Avoid exposing to extreme heat or water beyond 30m (for water-resistant models). Replace the battery every 12–18 months at a local watch shop.”
  • Warranty Support: Many Dooneyd products come with a limited warranty:
    • Watches: 1-year warranty covering manufacturing defects (e.g., faulty movements, broken clasps).
    • Leather goods (handbags, wallets): 6-month warranty covering hardware issues (e.g., broken zippers, loose stitching) or material defects.
If a covered issue arises, contact us with your order number and photos of the problem—we’ll repair the item for free or send a replacement.

7. Feedback & Continuous Improvement

Your thoughts help us get better. Whether you loved your experience or had a challenge, we want to hear from you. You can share feedback via email ([email protected]), our post-purchase survey, or social media. Every piece of feedback is reviewed by our team—we use it to refine our products (e.g., adding more pockets to a handbag based on customer requests) and improve our service (e.g., shortening response times for urgent inquiries).
For any other questions or needs related to your Dooneyd handbags, wallets, business cases, travel accessories, apparel, shoes, or watches, don’t hesitate to reach out to [email protected]. We’re here to support you—and your style—every step of the way.
— The Dooneyd Customer Service Team