Customer Service Policy for Dagnedovea

At Dagnedovea, we prioritize your satisfaction above all else—whether you have questions about our work bags, handbags, travel bags, gym bags, or laptop bags, need help with an order, or require support after purchase. This Customer Service Policy outlines how we assist you, the channels available to reach us, and our commitments to resolving your inquiries promptly and effectively. By engaging with our services, you can expect the transparency and care outlined below.

1. Our Customer Service Commitment

We strive to deliver customer service that is:

  • Responsive: We aim to acknowledge and address your inquiries in a timely manner, avoiding unnecessary delays.
  • Transparent: We provide clear, honest information about our products, orders, shipping, returns, and refunds—no hidden details or vague responses.
  • Solution-Focused: Our team works to resolve your issues fully, whether that means troubleshooting a problem, adjusting an order, or guiding you through a process.
  • Respectful: We treat every customer with courtesy, regardless of the nature of your inquiry, and value your feedback as a way to improve our services.

2. How to Contact Us

We offer a primary, reliable channel to ensure your inquiries are directed to the right team quickly. For all questions, concerns, or requests, please reach out via:

This is our preferred and most efficient contact method, as it allows us to track your inquiry, attach relevant documents (e.g., order confirmations, return labels), and provide detailed, written responses.

When emailing, please include the following information to help us assist you faster:

  • Your full name (as it appears on your order or account).
  • Your order number (if the inquiry relates to a purchase—found in your order confirmation email).
  • A clear, concise description of your issue or question (e.g., “Need to update shipping address for Order #12345,” “Inquiry about laptop bag dimensions”).
  • Any supporting materials (e.g., photos of a defective product, screenshots of error messages) if applicable.

Note: At this time, we do not offer phone or live chat support, but we ensure email inquiries receive the same level of attention and thoroughness. We may expand our support channels in the future, and updates will be posted here.

3. Service Hours and Response Times

Our customer service team operates during standard business hours (Monday–Friday, 9:00 AM–5:00 PM UTC). We do not provide support on weekends or major global holidays (e.g., Christmas Day, New Year’s Day), and inquiries sent during these times will be addressed on the next business day.

  • Initial Response Time: We commit to acknowledging your email within 1–2 business days of receipt. This acknowledgment will confirm that we’ve received your inquiry and provide a timeline for a full resolution (if additional time is needed).
  • Resolution Time: The time to resolve your issue depends on its complexity:
  • Simple inquiries (e.g., product questions, order status checks): Typically resolved within 1–2 business days.
  • Moderate issues (e.g., updating shipping addresses, requesting return authorizations): Resolved within 2–3 business days.
  • Complex issues (e.g., lost shipments, defective product claims, refund disputes): May take 3–5 business days, as they may require coordination with our shipping partners or warehouse teams. We will keep you updated on progress every 2–3 days until the issue is resolved.

4. What We Can Help You With

Our customer service team is trained to assist with a wide range of inquiries related to your experience with Dagnedovea, including:

4.1 Pre-Purchase Support

  • Answering questions about product details (e.g., dimensions, materials, color options, compatibility with laptops/small items).
  • Providing guidance on choosing the right bag for your needs (e.g., “Which work bag fits a 15-inch laptop?” “Is the gym bag waterproof?”).
  • Clarifying pricing, promotions, or discount codes (if applicable).
  • Explaining our shipping, return, and refund policies in more detail.

4.2 Order Support

  • Checking the status of your order (e.g., “Has my order shipped?” “When will it arrive?”).
  • Updating your shipping address (only if your order has not yet been processed or shipped—we cannot change addresses once the order is with the carrier).
  • Canceling an order (per our Terms of Purchase: only if the order has not been shipped; we will process a full refund for canceled orders).
  • Resolving issues with order errors (e.g., receiving the wrong item, missing items in your order).

4.3 Post-Purchase Support

  • Guiding you through the return and refund process (e.g., issuing return authorizations, explaining how to ship items back).
  • Assisting with defective or damaged products (e.g., helping you submit photos, coordinating replacements or refunds).
  • Addressing shipping-related issues (e.g., lost packages, delayed deliveries, tracking problems).
  • Resolving refund delays (e.g., following up with payment processors if your refund hasn’t posted within the stated timeline).

4.4 Account Support (If Applicable)

  • Helping you create, access, or reset your account (e.g., password resets, updating account information).
  • Assisting with order history tracking (e.g., retrieving past order details for returns or warranties).

5. How We Handle Feedback and Complaints

We value your feedback—whether positive or constructive—as it helps us improve our products and services. If you have a complaint (e.g., dissatisfaction with service, product quality, or a resolved issue), please:

  1. Email us at [email protected].
  2. Include specific details about your experience (e.g., date of interaction, name of team member if applicable, what went wrong).
  3. Let us know what resolution you hope for (e.g., a formal apology, a refund adjustment, a replacement product).

Our team will review your feedback within 2 business days and:

  • Acknowledge your concerns and apologize for any inconvenience caused.
  • Investigate the issue (e.g., reviewing email records, coordinating with relevant teams).
  • Provide a proposed resolution within 3–4 business days.
  • Follow up with you after the resolution to ensure you are satisfied.

6. Limitations of Service

While we aim to assist with all reasonable inquiries, there are a few cases where we cannot provide support:

  • Inquiries about third-party services (e.g., payment processor policies, customs procedures—we can guide you but cannot control these).
  • Requests for custom products or modifications (unless explicitly offered on our website).
  • Inquiries from non-customers (e.g., resellers seeking bulk pricing—please contact us separately for business inquiries, if applicable).
  • Issues arising from non-compliance with our policies (e.g., returns outside the 60-day window, damaged products caused by misuse).

7. Updates to This Policy

We may update this Customer Service Policy periodically to reflect changes in our support channels, response times, or services. When we make updates, we will revise the “Last Updated” date at the bottom of this page and post the new policy on our website. We encourage you to review this policy periodically to stay informed about how we support you.

Last Updated: 2025.09.27