Customer Service Policy – Dagnedoner

At Dagnedoner, we know your bag is more than just an accessory—it’s a daily companion that carries your work, travel, and everyday essentials. Whether you’re unsure about the size of a laptop bag, need help cleaning a leather handbag, or want to return a gym bag that doesn’t fit your gear, our team is here to make your experience smooth, helpful, and focused on you. This policy outlines our commitments to supporting every step of your Dagnedoner journey—from browsing our collection of work bags, handbags, travel bags, gym bags, and laptop bags to post-purchase care.

1. Service Scope & Support Channels

We’re here to assist with every part of your Dagnedoner experience, whether you’re shopping for a bag for daily commutes, weekend trips, or workouts. Our support covers:

Product inquiries (size guidance, material details, functionality tips—e.g., “Will this work bag fit a 16-inch laptop?” or “Is the travel bag’s fabric water-resistant?”).
Order support (tracking updates, payment issues, delivery status, modifications to orders for bags like custom-engraved handbags).
Returns, exchanges, and refunds (for bags that don’t fit, have defects, or don’t meet your expectations).
Post-purchase help (cleaning advice, maintenance tips, troubleshooting issues—e.g., “How do I fix a stuck zipper on my gym bag?” or “Can the strap of this laptop bag be replaced?”).
Feedback or suggestions (requests for new bag features, input on design improvements—e.g., “Can you add more pockets to the work bag?”—or thoughts on your shopping experience).

How to Connect with Us

Email: Our primary support channel is [email protected]. We respond to all emails within 24–48 business hours (excluding weekends and U.S. public holidays). For faster assistance, include your order number (if applicable) and specific details—e.g., “Question about the 16-Inch Laptop Bag – Order #89012” or “Need to return the Expandable Travel Bag.”
Live Chat: For immediate questions (e.g., “Does this gym bag have a shoe compartment?” or “Is the handbag’s leather vegan?”), our live chat is available Monday to Friday, 9 AM–6 PM ET. Find the chat icon in the bottom right corner of our website—no account login required, so you can get quick answers while browsing.
Phone Support: For detailed consultations (e.g., choosing a travel bag for a 2-week trip, resolving a complex return), call us at Monday to Friday, 10 AM–5 PM ET. Our team includes bag experts who understand functionality, materials, and how to match bags to your lifestyle—so you’ll get personalized advice, not just generic answers.
Bag Consultations: Need help finding the perfect bag? We offer free 20-minute virtual consultations. Email [email protected] to schedule—share your needs (e.g., “I need a bag for commuting and weekend brunch”) and we’ll recommend styles tailored to you.

2. Product & Order Support

Product Guidance for Bags

Shopping for bags online can be tricky—size, functionality, and material feel are hard to judge through a screen. Our team is trained to help you make confident choices:

Size & Fit Advice: We provide detailed size charts for every bag (with dimensions like length, width, height, and strap drop) and fit notes (e.g., “This laptop bag fits 13–16-inch devices but may be tight for 17-inch models” or “The gym bag’s main compartment holds a yoga mat and 2 water bottles”). If you’re unsure, share what you plan to carry (e.g., “I need to fit a laptop, notebook, and lunchbox”), and we’ll recommend the right size.
Material & Function Details: We break down material specifics so you know exactly what to expect (e.g., “This handbag is made of vegan leather—easy to wipe clean with a damp cloth” or “The travel bag’s canvas is reinforced with nylon for extra durability”). We also explain key features (e.g., “The work bag’s hidden pocket has RFID protection for credit cards” or “The gym bag’s wet pocket is waterproof to contain spills”).
Lifestyle Matching: Not sure if a bag fits your needs? We’ll help (e.g., “This crossbody laptop bag is great for commuting—slim enough to fit on crowded trains” or “The rolling travel bag is perfect for air travel—fits in most overhead bins”). If a style is out of stock, we’ll suggest similar alternatives (e.g., “The expandable duffel is sold out—try our wheeled travel tote, which has the same capacity”).

Order Confirmation & Tracking

Order Confirmation: As soon as you place an order, you’ll receive an “Order Acknowledgment” email with your order number, bag details (e.g., “Leather Handbag – Black, Medium,” “Gym Bag with Shoe Compartment – Gray”), shipping address, and total amount paid. If you don’t receive this email within 1 hour, check your spam folder—then contact us to resend it.
Shipping Updates: Once your order ships (typically within 1–3 business days), we’ll send a “Shipping Confirmation” email with a tracking link and carrier information (e.g., USPS, UPS). You can use this link to monitor your bag’s progress in real time—from our warehouse to your door. We also offer order tracking directly on our website: go to “Track Order” in the header, enter your order number and email, and see the latest status (important for time-sensitive needs, like a work bag for a new job).
Delay Notifications: If your order is delayed (e.g., high demand for a popular travel bag style, carrier disruptions from weather, or inventory shortages for a limited-edition handbag), we’ll notify you via email within 2 business days. We’ll include a new estimated delivery date and, if applicable, a discount code for your next purchase (e.g., 15% off a future bag) as a thank-you for your patience.

3. Returns & Exchanges

We want you to love your Dagnedoner bag—and if it doesn’t fit, function, or match your expectations, we make returns and exchanges easy. Our policy accounts for the unique needs of bags (like testing capacity, checking zipper functionality, and ensuring material quality).

Eligibility & Timelines

You may request a return or exchange within 45 days of delivery (as confirmed by the shipping carrier). This extended window gives you time to test the bag (e.g., pack it for a commute, check if your laptop fits, or see if it works for your gym routine) and ensure it’s right for you.
Items must meet the following conditions:
Unused/unaltered bags: Must be in original packaging with all tags, dust bags, and accessories (e.g., extra straps, dust covers for leather handbags) attached. The bag must show no signs of use: no scuffs on leather, no stretched-out straps, no marks from pens or spills, and no modifications (e.g., cut straps, added patches).
Lightly used bags: Eligible only if you tested the bag briefly (e.g., carried it once indoors) and it shows no visible wear. Bags used outdoors, packed with heavy items (leading to stretching), or cleaned with non-recommended products are not eligible for return—unless they have a manufacturing defect.
Final Sale Items: Products marked “Final Sale” on the product page (e.g., clearance bags, custom-engraved handbags, or limited-edition travel bags) are non-returnable and non-exchangeable. Please check the product details before purchasing.

How to Start a Return/Exchange

Initiate Your Request: Use our online “Return Portal” (found under “My Account” > “Orders”) or email [email protected] with:

Your order number.
The bags you want to return/exchange (e.g., “16-Inch Laptop Bag – Black,” “Expandable Travel Bag – Navy”).
Reason for return/exchange (e.g., “Too small for my laptop,” “Zipper gets stuck,” “Ordered the wrong color”).
For exchanges: Specify your desired size/color/style (if in stock—e.g., “Exchange black laptop bag for gray” or “Swap medium handbag for large”).

Receive Approval & Instructions: Our team will review your request within 24 hours. If approved:

We’ll send a prepaid return shipping label (for U.S. orders) and a return address. For delicate bags (e.g., leather handbags, structured work bags), we recommend using the original packaging (reinforced with tape if needed) to protect them during transit—avoid folding straps or pressing decorative details.
For lightly used bags: We may ask for photos of the bag (to confirm minimal wear) before approving the return—this helps us ensure fairness for all customers.

Ship the Bags: Pack the bags securely (wrap leather bags in tissue paper to prevent scratches) and attach the prepaid label. Drop the package off at the designated carrier within 7 days of receiving the label—delays may result in your request being denied. Keep the return tracking number for your records.
Process Your Request:

Refunds: Issued to your original payment method within 5–7 business days of us receiving and inspecting the bags.
Exchanges: Shipped for free (U.S. orders) as soon as we confirm the returned bags are eligible. If your desired size/style is out of stock, we’ll offer a full refund or suggest a similar alternative (e.g., “The gray laptop bag is out—try our black model, which has the same size and features”).

4. Post-Purchase Support & Care

Your Dagnedoner bag is designed to be used and loved—and we’re here to help you keep it in great shape:

Cleaning & Maintenance Tips: Every order includes a care card with material-specific instructions (e.g., “Wipe vegan leather handbags with a damp cloth and mild soap” or “Air out gym bags after use to prevent odors”). If you lose the card or have questions (e.g., “How do I remove a stain from my canvas work bag?”), email us—we’ll share step-by-step tips to avoid damaging the material.
Functionality Help: If you’re struggling with a bag’s features (e.g., adjusting the strap length on a crossbody, opening a secure zipper on a laptop bag), we can help. Send us a photo or short video of the issue, and we’ll share a tutorial (e.g., “Pull the strap adjuster upward to loosen it” or “Slide the zipper tab at an angle to unlock it”).
Repair Support: For minor issues (e.g., a loose stitch on a travel bag strap, a missing button on a handbag), we offer guidance on at-home fixes (e.g., “Use a needle and thread to reinforce the stitch”) or can recommend trusted repair shops. For manufacturing defects (e.g., a broken zipper on a new gym bag), we’ll cover the cost of professional repairs—just send us a photo of the issue and the repair receipt.

5. Warranty & Defective Bags

All Dagnedoner bags come with a 1-year warranty from the date of delivery, covering defects in materials or workmanship (e.g., broken zippers, detached straps, torn fabric, faulty hardware like buckles or snaps). The warranty does not cover:

Normal wear and tear (e.g., scuffs on leather from daily use, frayed straps on a frequently carried work bag, faded fabric from sun exposure—this is expected with regular use, and we’ll share tips to minimize it).
Damage from improper use or care (e.g., overpacking a travel bag beyond its capacity, cleaning a leather bag with harsh chemicals, getting a laptop bag wet if it’s not water-resistant).
Damage from accidents (e.g., dropping a bag and cracking its hard shell, spilling ink inside a handbag).

How to File a Warranty Claim

Email [email protected] with:

Your order number and bag details (e.g., “Hard-Shell Laptop Bag – Order #56789”).
Clear photos/videos of the defect (e.g., a close-up of a broken zipper, a video of a strap coming loose).
A brief description of the issue (e.g., “The zipper stopped working after 2 months of use” or “The strap detached from the bag during my commute”).

Our team will review your claim within 48 hours. If approved, we’ll offer one of the following solutions:

A free replacement (if the bag is in stock).
A full refund (if the bag is out of stock or the defect can’t be fixed).
A discount on a future purchase (if you prefer to keep the bag and fix the defect yourself).

6. Feedback & Community

Your opinion helps us make better bags—and your stories make our work meaningful. Whether you loved a bag, had a great experience with our team, or have ideas for improvement, we want to hear it:

Product Feedback: Tell us how your Dagnedoner bag fits into your life (e.g., “This work bag makes my commute so much easier!”) or what you love (or don’t love) about a style. We share this with our design team to refine future collections (e.g., adding more pockets to gym bags, making laptop bags more slim).
Service Input: Let us know if our team helped you find the perfect bag (e.g., “The live chat rep recommended the right travel bag for my trip—thanks!”) or if there’s something we could do better.
Share Your Bags: Tag us on social media with #MyDagnedoner to share photos of your bag in use (e.g., your work bag at the office, your travel bag at the airport, your handbag at brunch). We feature our favorite posts on our blog and Instagram, and you’ll get a $20 gift card for your next purchase as a thank-you.

Final Note

At Dagnedoner, customer service isn’t just about fixing problems—it’s about being part of your journey with your bag. We know your bag carries more than just items—it carries your plans, your work, and your moments. Whether you’re a first-time shopper or a longtime Dagnedoner fan, we’re committed to making your experience as easy and enjoyable as using a great bag.

If you have questions about this policy, need help with a bag or order, or just want to share your latest Dagnedoner find, reach out anytime via email ([email protected]), live chat, or phone. We’re here for you—every step of the way.

Thank you for choosing Dagnedoner. Here’s to bags that keep up with you.