Dooneymalls Customer Service Policy

1. Core Service Commitments

• Responsive Support: Our customer service team is available to assist you with product inquiries, order status, shipping information, and other related questions. We aim to respond to all inquiries sent to[email protected] within 24-48 business hours.
• Genuine Product Guarantee: All products sold on Dooneymalls are 100% genuine and brand-new. We source our merchandise from trusted manufacturers and authorized distributors to ensure the quality and authenticity of every item (including handbags, wallets, business cases, travel accessories, apparel, and shoes).
• Transparent Shopping Experience: We provide detailed product descriptions, clear pricing, and accurate shipping information to help you make informed purchasing decisions. If you have any questions about product details, materials, or sizing, our team is ready to provide additional information.

2. Order & Shipping Support

• Order Modification & Cancellation: If you need to modify or cancel your order, please contact us immediately at [email protected]. We will do our best to accommodate your request if the order has not yet been processed or shipped. Once the order is shipped, modification or cancellation may no longer be possible, and you may need to follow our return process.
• Shipping Tracking: After your order is shipped, we will send a shipping confirmation email with a tracking number to help you monitor the delivery status. If you do not receive the tracking information within 48 hours of order confirmation, or if you encounter issues with delivery, please contact us for assistance.
• International Shipping Notes: For international orders, customers are responsible for any customs duties, taxes, or fees imposed by the destination country. We will provide accurate shipping documents to facilitate customs clearance, but we are not liable for delays caused by customs inspections.

3. Return & Refund Policy

• Eligibility for Returns: You may return unused, unwashed, and undamaged products (with original tags, packaging, and receipts) within 30 days of delivery for a full refund or exchange. Customized products, final sale items, and personal care accessories (if applicable) are non-returnable unless they are defective.
• Defective Product Returns: If you receive a defective or damaged product, please contact us within 7 days of delivery and provide clear photos/videos of the issue. We will arrange for a free return and offer a full refund, replacement, or repair (depending on product availability and condition).
• Return Process: To initiate a return, please send an email to [email protected] with your order number, product name, and reason for return. Our team will review your request and provide a return authorization (RA) number and return shipping instructions. Return shipping costs will be covered by Dooneymalls for defective products; for non-defective returns, customers are responsible for return shipping fees.
• Refund Processing: Once we receive and inspect the returned product (confirming it meets return eligibility), we will process your refund within 5-7 business days. Refunds will be issued to the original payment method, and you will receive a refund confirmation email once the process is complete.

4. Privacy & Security

5. Feedback & Complaints

6. Policy Updates