Customer Service Policy of Dagnedouer

Last Updated: 2025.10.18

At Dagnedouer, we prioritize providing exceptional customer service to ensure your experience with our work bags, handbags, travel bags, gym bags, and laptop bags is smooth, satisfying, and stress-free. This Customer Service Policy outlines the scope of our support, available channels, response timelines, and how we address your inquiries—so you know exactly how we’ll assist you at every step.

1. Service Mission

Our customer service team is dedicated to:

  • Resolving your questions and concerns accurately and efficiently;
  • Providing transparent, honest communication about orders, products, shipping, returns, and refunds;
  • Ensuring you feel valued and supported, whether you’re browsing our site, placing an order, or seeking post-purchase help;
  • Continuously improving our service based on your feedback.

2. Available Support Channels

We offer a primary, reliable support channel to ensure we can focus on delivering quality responses to your inquiries:

2.1 Email Support (Primary Channel)

The most efficient way to reach our team is via email. You can contact us at [email protected] for any type of inquiry (details on inquiry types in Section 3). When sending an email, please include:

  • Your full name (matching the one used for orders, if applicable);
  • Order number (if your inquiry relates to a specific purchase);
  • Clear, detailed description of your question or issue (e.g., “Need to update shipping address for Order #12345” or “Laptop bag strap is defective—attaching photos”);
  • Relevant attachments (e.g., photos of damaged products, screenshots of order errors) if applicable—this helps us resolve your issue faster.

2.2 Additional Notes on Channels

Currently, we do not offer phone support or live chat. We’ve chosen to focus on email support to ensure every inquiry receives a thorough, documented response (with no risk of miscommunication from rushed phone calls) and to keep our team available to address all users’ needs promptly. If we add new support channels in the future, we will update this policy and notify users via our website or email.

3. Scope of Support Services

Our customer service team can assist you with the following types of inquiries—we’re here to help at every stage of your journey with Dagnedouer:

3.1 Pre-Purchase Inquiries

  • Product details: Information about materials, dimensions, features (e.g., “Is the travel bag water-resistant?” or “What laptop sizes fit the laptop bag?”);
  • Availability: Updates on in-stock or out-of-stock items, including estimated restock dates for unavailable products;
  • Order guidance: Help with navigating the website, adding items to cart, or understanding the checkout process;
  • Policy clarifications: Explanations of our Shipping Policy, Refund Policy, Terms of Purchase, or other site policies.

3.2 During-Purchase & Order Management

  • Order status: Updates on whether your order has been confirmed, processed, or dispatched;
  • Address changes: Assistance with modifying your shipping address (within 24 hours of order placement, as per our Shipping Policy);
  • Payment issues: Help with failed payments, refunding duplicate charges, or verifying payment status;
  • Order cancellations: Support for canceling orders (if eligible—see our Terms of Purchase for cancellation rules).

3.3 Post-Purchase Support

  • Shipping & tracking: Help with locating your tracking number, interpreting tracking updates, or investigating delayed deliveries;
  • Returns & refunds: Guidance on initiating returns, understanding refund eligibility, or checking the status of a pending refund;
  • Product issues: Assistance with defective, damaged, or incorrect products (e.g., arranging replacements for faulty gym bags or resolving cases where you received the wrong handbag);
  • Feedback submission: A channel to share your experience with our products or service (we welcome both positive feedback and constructive criticism to improve).

4. Response Timeframes

We understand that timely support is crucial, so we commit to the following response timelines for all email inquiries:

  • Standard Inquiries: For general questions (e.g., product details, policy clarifications) or non-urgent issues, we will respond within 1–2 business days (excluding weekends, public holidays, and peak seasons like Black Friday or Christmas).
  • Urgent Inquiries: For time-sensitive issues (e.g., order cancellations within the 24-hour window, missing packages beyond the 12-business-day delivery timeline), we prioritize responses and aim to get back to you within 24 business hours.
  • Peak Season Adjustments: During high-demand periods (e.g., holiday shopping, major sales), response times may be extended by 1 business day due to increased inquiry volume. We will post a notice on our website’s homepage to inform users of any temporary delays.

If your inquiry requires additional time to resolve (e.g., investigating a lost package with our logistics partner or coordinating a replacement for a custom product), we will send you an initial acknowledgment within the standard timeline, followed by updates every 2–3 business days until the issue is resolved.

5. Escalation Process

If you are not satisfied with the initial response to your inquiry, or if your issue remains unresolved after 5 business days, you can request to escalate your case:

  1. Reply to the original email thread from our team, clearly stating that you would like to escalate your issue;
  2. Include a summary of your original inquiry, the steps taken so far, and your desired resolution;
  3. Our senior customer service manager will review your case within 1 business day and take over handling it, providing a final resolution or clear next steps within 2–3 business days.

6. Feedback & Improvement

We value your feedback as it helps us enhance our customer service and product offerings. You can share feedback in two ways:

  • Post-Interaction Surveys: After resolving your inquiry, we may send a short survey (via email) asking about your experience with our customer service—this takes less than 2 minutes to complete;
  • Direct Feedback: Email us at [email protected] with the subject line “Customer Service Feedback” to share your thoughts, suggestions, or concerns. We review all feedback monthly and use it to implement changes (e.g., updating response timelines, adding new support topics).

7. Limitations of Service

While we strive to assist with all reasonable inquiries, our customer service team cannot:

  • Modify shipping addresses after an order has been dispatched (per our Shipping Policy);
  • Waive eligibility requirements for returns or refunds (e.g., accepting returns beyond the 60-day window);
  • Cover customs duties or taxes for international orders (these are the customer’s responsibility, as outlined in our Shipping Policy);
  • Provide support for products purchased from unauthorized third-party sellers (we only service products bought directly through our Dagnedouer website).

We reserve the right to update or modify this Customer Service Policy at any time. Any changes will be posted on this page with an updated “Last Updated” date, and your continued use of our website or contact with our customer service team after the changes take effect constitutes your acceptance of the revised policy.

For immediate assistance, please email us at [email protected]—we’re here to help!