Dooneuy Customer Service Policy

At Dooneuy, we are committed to providing exceptional service that matches the quality of our curated collection of handbags, wallets, business cases, travel accessories, apparel, shoes, watches, and more. This Customer Service Policy outlines the support we offer to ensure a seamless and satisfying experience for every customer.

1. Order Inquiry & Tracking

  • After placing an order, you will receive a confirmation email with your order number and details within 24 hours. If you do not receive this email, please check your spam folder first, then contact us at [email protected] with your name and purchase information.
  • Once your order is shipped, we will send a shipping confirmation email containing a tracking link. You can use this link to monitor the delivery status of your package. For any tracking-related questions (e.g., delayed delivery, missing package), our team will assist you in investigating and resolving the issue within 3 business days.

2. Return & Exchange Policy

  • We want you to love your Dooneuy purchase. If you are not satisfied with your item(s), you may initiate a return or exchange within 30 days of delivery, provided that:
  • The item is in its original condition (unused, unwashed, with all tags and packaging intact).
  • Proof of purchase (order confirmation email or receipt) is provided.
  • Customized items (e.g., personalized wallets, engraved watches) and final-sale products are non-returnable and non-exchangeable, unless the item is defective.
  • To start a return or exchange, please email [email protected] with your order number, the reason for return/exchange, and photos of the item (if applicable). Our team will respond with a return authorization number and detailed instructions within 2 business days.
  • Once we receive and inspect the returned item (usually within 5-7 business days), we will process your refund to the original payment method or send the exchanged item. Refund processing may take 3-5 business days depending on your payment provider.

3. Defective & Damaged Items

  • If you receive an item that is defective, damaged, or incorrect (e.g., wrong style, size), please contact us at [email protected] within 7 days of delivery with your order number and clear photos of the issue.
  • We will cover all return shipping costs for defective/damaged/incorrect items and provide a full refund, free exchange, or replacement—whichever you prefer. Our team will resolve such issues within 5 business days of receiving your inquiry.

4. Privacy Protection

  • We take your privacy seriously. Any personal information you provide (e.g., name, email, shipping address, payment details) will only be used to process your order, provide customer service, and send you updates (if you opt in). We will never share your information with third parties without your explicit consent, as outlined in our Privacy Policy.

5. Contact Us

  • For any other questions, concerns, or feedback regarding our products or service, please reach out to us at [email protected]. Our customer service team is available Monday to Friday, 9:00 AM – 6:00 PM (GMT+8), and we will respond to all inquiries within 24 business hours.

At Dooneuy, your satisfaction is our top priority. We continuously strive to improve our service to meet your needs and ensure every interaction with our brand is a positive one.