Refund Policy

At Dagne Dover, we want you to love your bag as much as we do. If you’re not completely satisfied with your purchase, we offer straightforward refunds for eligible products—here’s what you need to know. This policy applies to all orders placed through our website (dagnedoves.com) and complements our Terms of Purchase.

1. Eligibility for Refunds

To qualify for a refund, your return must meet all of the following criteria:

  • The product was purchased directly from dagnedoves.com (not from third-party retailers or resellers).
  • You request the refund within 30 days of delivery (we use the delivery date listed in your shipping confirmation email to calculate this window).
  • The product is in unused, undamaged, and original condition:
    • No signs of wear, stains, or alterations (e.g., tags removed, 缝线 cut, or custom modifications).
    • All original packaging (dust bags, boxes, tags) is included and intact.
  • The product is not a “Final Sale” item (clearly marked as “Final Sale” on the product page at the time of purchase) or a personalized/custom product (unless the item arrived damaged or defective—see Section 3 for details).

2. How to Request a Refund

Follow these steps to start your refund process:

  1. Contact Our Team: Reach out to our customer service team at [email protected] with the following information:
    • Your order number (found in your order confirmation email).
    • The name and color/size of the product(s) you want to return.
    • A brief reason for the refund (e.g., “changed mind,” “size doesn’t fit”)—this helps us improve our products!
  2. Receive Return Authorization: We’ll respond within 1–2 business days with a unique Return Authorization (RA) number and detailed instructions for shipping the product back to us.
    • Do not ship items without an RA number—unauthorized returns may be delayed or rejected.
  3. Ship the Product Back: Package the eligible product(s) securely (we recommend using the original shipping box if possible) and include the RA number on the outside of the package.
    • You are responsible for return shipping costs, unless the product is damaged, defective, or we shipped the wrong item (see Section 3 for exceptions).
    • We recommend using a trackable shipping method (e.g., USPS with delivery confirmation) to ensure we receive your return—we are not liable for lost or misdelivered return packages.

3. Refunds for Damaged, Defective, or Incorrect Products

If you receive a product that is:

  • Damaged (e.g., torn fabric, broken zippers) or defective (e.g., faulty stitching) upon delivery;
  • The wrong item (e.g., incorrect color, size, or style) due to our error;

We will cover all return shipping costs and issue a full refund (including your original shipping fee) once we verify the issue. To request this:

  • Contact us at [email protected] within 7 days of delivery.
  • Include photos of the damaged/defective area or the incorrect item (this helps us resolve your request faster).
  • We may ask you to ship the item back (at our expense) or provide additional details—we’ll cover the cost of return shipping via a prepaid label, if needed.

4. Refund Processing & Timeline

Once we receive and inspect your returned product (and confirm it meets our eligibility criteria):

  • We will process your refund within 2–3 business days.
  • Refunds are issued to your original payment method (e.g., credit card, debit card) used at checkout.
  • The time it takes for the refund to appear in your account depends on your financial institution:
    • Credit/debit cards: Typically 5–7 business days (some banks may take up to 10 days).
    • Payment wallets (if applicable): 2–3 business days.

You will receive a refund confirmation email once the transaction is processed—keep this for your records.

5. Non-Refundable Items & Exceptions

The following are not eligible for refunds under any circumstances:

  • Final Sale items (marked as such on the product page).
  • Personalized or custom products (e.g., monogrammed bags) that are not damaged or defective.
  • Products returned after the 30-day window (we may offer store credit at our discretion, but this is not guaranteed).
  • Products returned without original packaging, tags, or in used/damaged condition (we may reject the return or deduct a restocking fee of up to 50% of the product price).

Note on Gifts: If you received a Dagne Dover bag as a gift and want a refund, the original purchaser must initiate the request (we can only refund the person who paid for the order). Alternatively, we can offer store credit to you (the gift recipient) once the return is approved.

6. Need Help?

If you have questions about your refund status, need help with a return, or have concerns about a damaged item, contact our team anytime:

We’re committed to making your refund experience as smooth as possible—thank you for trusting Dagne Dover.