Customer Service Policy

At Dooney & Bourke, we believe exceptional customer service is as important as the quality of our leather and fabric accessories. Our team is dedicated to supporting you at every step of your shopping journey—from browsing our collection to post-purchase care. Below is our commitment to delivering a seamless, helpful experience for every customer.

1. Our Service Mission

We strive to:

  • Provide accurate, transparent information about our products, policies, and services.
  • Respond to your inquiries promptly and resolve issues with empathy and efficiency.
  • Ensure your satisfaction with every purchase, from order placement to post-delivery support.
  • Treat every customer with respect, and value your feedback as a way to improve our service.

2. Service Coverage & Support Topics

Our customer service team is here to assist with a wide range of needs, including but not limited to:

  • Order Assistance: Help with order placement, modifications (if possible), cancellations, and order status updates.
  • Product Questions: Details about materials (e.g., Signature fabric, Florentine leather, All Weather Leather), product care, sizing, availability, and design features.
  • Shipping & Delivery: Updates on shipping timelines (1-3 day processing, 6-12 day standard delivery, expedited options), tracking orders, and addressing delivery delays or issues.
  • Returns & Refunds: Guidance on our 60-day return policy, initiating returns, checking refund status (5-10 day processing), and resolving return-related concerns.
  • Account Support: Help with creating or accessing your dooneyusshop.com account, updating account information, and troubleshooting login issues.
  • Feedback & Concerns: Addressing any complaints, sharing product or service feedback, and following up to ensure your concerns are resolved.

3. Service Channels & Response Times

We offer multiple convenient ways to reach our team, with clear response timelines for each channel:

3.1 Email Support

  • How to Contact: Send your inquiry to [email protected], including your order number (if applicable) and a detailed description of your needs.
  • Response Time: We aim to reply to all emails within 1-2 business days (excluding weekends and holidays). For urgent matters, we prioritize emails marked “Urgent” in the subject line.

3.2 Live Chat Support

  • How to Access: Visit dooneyusshop.com and click the “Live Chat” icon in the bottom right corner of the page.
  • Availability: Monday-Friday, 9:00 AM–5:00 PM CT (we display offline hours clearly, and you can leave a message for a follow-up if chat is unavailable).
  • Response Time: Real-time assistance during operating hours, with average wait times under 2 minutes.

3.3 Phone Support (Coming Soon)

We are currently expanding our service channels to include phone support. Once available, we will update this policy with a dedicated customer service phone number and operating hours.

3.4 Mailing Address

For formal correspondence or documentation, send mail to:

Dooney & Bourke

317 Tree Frog Lane

Kansas City, Missouri

United States

  • Response Time: We process mail within 3-5 business days and reply via email (unless you request a postal response).

4. Service Standards & Commitments

To ensure consistent, high-quality support, we adhere to the following standards:

  • Accuracy: Our team is trained to provide correct information about products, policies, and orders. If we need to verify details (e.g., product availability), we will inform you and follow up promptly.
  • Transparency: If an issue cannot be resolved immediately (e.g., a backordered product, a complex refund), we will share a clear timeline for resolution and update you regularly.
  • Accessibility: Our service channels are designed to be easy to use, and we provide support in English (with plans to add additional languages in the future).
  • Follow-Up: After resolving your issue, we may send a short feedback survey to ensure you’re satisfied with the service. Your responses help us improve.

5. How to Provide Feedback

We welcome your input on our customer service—whether it’s positive feedback or suggestions for improvement. You can:

  • Share feedback via email ([email protected]) with the subject line “Customer Service Feedback.”
  • Complete the post-service survey sent to your email after resolving an inquiry.
  • Leave a review on our website or social media channels (links available on dooneyusshop.com).

6. Need Immediate Help?

If you have an urgent issue (e.g., a missing order that should have arrived, a damaged item received), use our live chat (during operating hours) or send an email to [email protected] with “URGENT” in the subject line—we will prioritize your request.

At Dooney & Bourke, your satisfaction is our priority. Thank you for trusting us with your accessory needs, and we look forward to assisting you.