Doonek Customer Service Policy

At Doonek, we prioritize your satisfaction above all else. We understand that a smooth, reliable customer service experience is just as important as the quality of our products—whether you’re shopping for a new handbag, a durable business case, or a timeless watch. This Customer Service Policy outlines our commitments to you, as well as key guidelines to ensure clarity and transparency for every interaction.

1. Return & Exchange Policy

We want you to love every purchase from Doonek. If you’re not completely satisfied with your item(s), we offer flexible return and exchange options, subject to the following terms:

  • Eligibility: Items must be returned within 30 days of delivery, in their original condition (unused, unwashed, with all tags and packaging intact). Final-sale items (clearly marked on the product page) are not eligible for returns or exchanges.
  • Return Process:
  1. Contact our customer service team at [email protected] with your order number, item name, and reason for return/exchange.
  2. We will respond within 2 business days with a pre-paid return shipping label (for orders within the contiguous U.S.; international customers may be responsible for return shipping costs).
  3. Pack the item securely and ship it back using the provided label.
  4. Once we receive and inspect the item (typically 3–5 business days after delivery to our warehouse), we will process your refund (to the original payment method) or send your exchanged item—you will be notified via email once this is complete.
  • Refund Timing: Refunds may take 5–7 business days to appear in your account, depending on your bank or payment provider.

2. Order Inquiries & Tracking

We aim to keep you informed about your order every step of the way:

  • Order Confirmation: You will receive an email confirmation immediately after placing your order, containing your order number and details. If you do not receive this, check your spam folder or contact us at [email protected].
  • Shipping Updates: Once your order ships (usually 1–3 business days after placement, excluding weekends and holidays), you will receive a second email with a tracking number and a link to monitor your package’s delivery status.
  • Delayed or Missing Orders: If your order is delayed beyond the estimated delivery time (5–7 business days for U.S. orders, 10–15 business days for international orders) or marked as delivered but not received, contact us within 7 days of the estimated delivery date. We will work with our shipping partners to locate your package or arrange a replacement/refund if necessary.

3. Product Defects & Warranty

All Doonek products are crafted with high-quality materials and undergo strict quality checks. We stand behind our products with a 1-year limited warranty against manufacturing defects (e.g., faulty stitching, broken zippers, defective hardware) from the date of purchase.

  • Warranty Claims: To file a claim, email [email protected] with your order number, photos/videos of the defect, and a detailed description of the issue. Our team will review your claim within 3 business days and may offer a repair, replacement, or refund at our discretion.
  • Exclusions: The warranty does not cover damage from normal wear and tear, misuse, accidental damage, or modifications to the product.

4. Privacy & Data Protection

We respect your privacy and are committed to protecting your personal information. Any data you share with us (e.g., name, email, shipping address, payment details) is used solely to process your order, provide customer service, and send you updates (if you opt in to our newsletter). We will never sell or share your information with third parties without your explicit consent. For more details, please review our full(link to privacy policy—add this link if your website has one).

5. Contacting Customer Service

Our team is here to assist you Monday–Friday, 9:00 AM–5:00 PM (EST). You can reach us via:

6. Accessibility

Doonek is committed to making our customer service accessible to all. If you require assistance in a different format (e.g., large print, screen reader compatibility) or have specific accessibility needs, please let us know in your email to [email protected], and we will accommodate you promptly.

At Doonek, your trust is our greatest asset. We strive to resolve any issues quickly and fairly, and we welcome your feedback to help us improve our service. Thank you for choosing Doonek—we’re grateful for the opportunity to serve you.