Customer Service Policy

At Dagne Dover, our customer service isn’t just about resolving issues—it’s about supporting you as you get the most out of life. Whether you’re navigating an order, choosing the perfect bag for your routine, or need help with a return, we’re here to make your experience smooth, transparent, and stress-free. This policy outlines our commitment to you, and how we’ll show up when you need us.

1. Our Service Philosophy

Every interaction we have with you is guided by three core values:

  • Empathy First: We listen to understand your needs (e.g., a last-minute work bag for a trip, a replacement for a faulty zipper) and tailor our support to what matters most to you.
  • Clarity Always: We avoid jargon and keep you informed every step of the way—no confusing updates or unreturned messages.
  • Resolution Focused: We don’t just acknowledge problems—we solve them, quickly and fairly.

2. Core Service Commitments

We stand behind these promises to ensure you feel supported:

  • Response Time: We’ll reply to all email inquiries ([email protected]) within 1–2 business days (excluding weekends and U.S. federal holidays). For urgent issues (e.g., a missing order before a trip), we’ll prioritize your request and aim to respond within 24 hours.
  • Accurate Information: We’ll provide truthful, up-to-date details about product availability, shipping timelines, returns, and refunds—no misleading or vague answers.
  • No “Passing the Buck”: Every customer service team member is trained to own your issue. If we need to escalate it (e.g., for a custom bag repair), we’ll assign a point of contact and update you until it’s resolved.

3. Support for Common Needs

We’re here to help with every part of your Dagne Dover journey—here’s how we’ll assist with the most frequent requests:

3.1 Order Support

  • Tracking Your Order: If you can’t find your shipping confirmation email or tracking link, we’ll send you a new one immediately (just provide your order number and email address).
  • Changing or Canceling an Order: We’ll help modify your order (e.g., switch bag color, update shipping address) if it hasn’t shipped yet. If it’s already in transit, we’ll guide you through our return process (see Section 3.3).
  • Missing or Delayed Orders: If your package is marked “delivered” but not received, or is delayed beyond the estimated timeline, we’ll work with the carrier (USPS, UPS, etc.) to locate it. If it’s confirmed lost, we’ll send a replacement or issue a full refund—your choice.

3.2 Product Support

  • Choosing the Right Bag: Unsure if a work bag fits your 15-inch laptop, or if a travel bag is carry-on compliant? We’ll share detailed dimensions, fabric care tips, and even personal recommendations based on your needs (e.g., “Our Dakota Tote is perfect for commuters who need extra pocket space”).
  • Product Care: We’ll provide guidance on cleaning and maintaining your bag (e.g., how to spot-treat our neoprene fabric, or protect leather accents) to help it last.
  • Defect Questions: If you notice a defect (e.g., a broken strap, faulty zipper) within 30 days of delivery, we’ll help you start a warranty claim (see Section 3.3).

3.3 Return & Refund Support

  • Initiating a Return: We’ll walk you through our return process step-by-step—sending your Return Authorization (RA) number, sharing shipping instructions, and answering questions about eligibility (e.g., “Final Sale items can’t be returned, but let’s check if your bag qualifies”).
  • Refund Status Checks: If you’re waiting for a refund, we’ll look up its progress and explain any delays (e.g., “Your refund was processed on 10/5—banks typically take 5–7 days to post it”).
  • Warranty Claims: Our bags are built to last, but if a defect arises from normal use within 1 year of purchase, we’ll repair or replace it for free. We’ll guide you through submitting photos of the defect and arranging return shipping (on us).

4. How to Reach Us

We offer simple, accessible ways to connect—choose what works best for you:

  • Email: The fastest way to get help. Send details to [email protected] (include your order number if you have one, to speed things up).
  • Mail: For returns, feedback, or written inquiries, send to:
    Dagne Dover
    915 Main Street
    Anytown, CA 90210
    USA
  • Website Resources: For instant help, use our website (dagnedoves.com) to:
    • Track orders via the “Order Tracking” page.
    • Browse our FAQ section (answers to 90% of common questions, available 24/7).

5. Your Feedback Matters

We’re always looking to improve—and your input drives that change. If you have feedback about our service (positive or constructive), share it with us via email. We review every comment and use it to train our team, update our policies, and make your next experience even better.

At Dagne Dover, we don’t just sell bags—we build relationships. Thank you for trusting us to be part of your journey.