Shipping Policy

This Shipping Policy outlines the terms and conditions for the delivery of products purchased from Dooney & Bourke’s official website (doaney.com). By placing an order, you acknowledge and agree to the following shipping rules, which are aligned with our Terms of Purchase and other related policies.

1. Shipping Coverage

We offer shipping services to locations worldwide. Whether you are placing an order within the United States or internationally, our shipping terms apply uniformly, with no additional regional restrictions (except where prohibited by law).

2. Order Processing & Delivery Timelines

2.1 Processing Time

Orders are typically processed within 1-3 business days after payment confirmation. Processing time does not include weekends or holidays and may be extended slightly during peak shopping seasons (e.g., holidays, sales events).

2.2 Delivery Time

After order processing is complete, the estimated delivery time is 6-12 days. This timeline applies to both domestic and international orders, and no expedited shipping options are currently offered.

3. Shipping Fees

All orders enjoy free shipping worldwide. There are no additional shipping charges, regardless of the order value, product type, or delivery destination. The original shipping cost is non-refundable for returned orders (as shipping is complimentary).

4. Order Tracking

Once your order is shipped, we will send a shipping confirmation email to the address provided during checkout. This email includes a tracking number (if available) and instructions on how to monitor the delivery status via the shipping carrier’s platform. You can also track your order by logging into your Dooney & Bourke account on our website.

5. Shipping Address Requirements

  • You are responsible for providing an accurate, complete, and valid shipping address during checkout. We are not liable for delivery delays, non-delivery, or loss of products caused by incorrect or incomplete address information.
  • Address modifications are only possible before the order is processed. Once processing begins (after payment confirmation), we cannot guarantee address changes. To request an address adjustment, contact our customer service team immediately at [email protected].

6. Special Shipping Scenarios

6.1 Delays & Disruptions

We are not liable for delivery delays caused by factors beyond our control, including but not limited to:

  • Weather conditions, natural disasters, or public health emergencies.
  • Carrier service disruptions, customs clearance delays (for international orders), or transportation strikes.
  • Incomplete or incorrect address information provided by you.

6.2 Lost or Damaged Shipments

  • Risk of loss or damage to products passes to you upon the shipping carrier’s confirmation of delivery.
  • If you receive a damaged product or your order is lost in transit, contact our customer service team within 3 days of the expected delivery date. Provide your order number, tracking information, and relevant photos (for damaged items) for assistance. We will coordinate with the shipping carrier to resolve the issue, which may include arranging a replacement or processing a refund (per our Refund Policy).

6.3 International Shipping Notes

For international orders:

  • You may be responsible for paying customs duties, taxes, or other fees imposed by the destination country. These charges are not included in the product price or shipping cost and will be collected by the shipping carrier upon delivery.
  • Customs clearance procedures vary by country and may extend the actual delivery time beyond the estimated 6-12 days.

7. Contact Us for Shipping Inquiries

If you have questions about order processing, delivery status, or other shipping-related issues, please contact our customer service team:

  • Email: [email protected]
  • Mailing Address: 214 Evergreen Terrace, Springfield, Illinois, 62704, United States of America

We strive to ensure timely and reliable delivery of your Dooney & Bourke products. Thank you for your understanding and patience.

要不要我帮你 create a shipping process infographic outline that visualizes the order processing, shipping, and tracking flow, making it easier for users to understand at a glance on the website?

Customer Service Policy

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为确保 Dooney & Bourke 的客户服务与品牌高品质定位一致，同时衔接此前已明确的退款、配送、订单等核心规则，我将从服务宗旨、服务范围、渠道、标准及特殊情况处理等维度，构建层次清晰、适配网页展示的《客户服务政策》。

Customer Service Policy

At Dooney & Bourke, we are dedicated to delivering exceptional customer service that matches the quality of our handcrafted leather and fabric accessories. This policy outlines our commitment to supporting you throughout your shopping journey—from pre-purchase inquiries to post-delivery assistance—while adhering to our existing Terms of Purchase, Refund Policy, and Shipping Policy.

1. Service Mission

Our core goal is to ensure your satisfaction by providing timely, transparent, and solution-oriented support. We uphold the values of our American heritage, prioritizing integrity and attention to detail in every customer interaction, whether you’re exploring our Signature fabric handbags, Florentine leather wallets, or other premium products.

2. Service Coverage

We provide comprehensive support across the entire customer journey, including:

2.1 Pre-Purchase Assistance

  • Answering questions about product details (materials, sizing, care instructions, and design features);
  • Clarifying policy details (shipping timelines, return eligibility, payment methods, and order processes);
  • Assisting with website navigation, account creation, and product selection.

2.2 Order & Shipping Support

  • Helping track order status (processing progress, shipping location, and estimated delivery dates);
  • Assisting with order modifications (e.g., address updates) before order processing is complete (within 1-3 business days of payment confirmation);
  • Resolving shipping-related issues (delays, lost shipments, or damaged items upon delivery).

2.3 Post-Delivery Support

  • Guiding you through the return and refund process (including issuing Return Authorization (RA) numbers for 60-day eligible returns);
  • Processing refund status inquiries (refunds are issued within 5-10 business days of approved returns);
  • Addressing product defect or quality concerns (complimentary replacements or full refunds for defective items reported within 30 days of delivery).

2.4 Account & Technical Support

  • Assisting with account management (password resets, updating personal information, and order history access);
  • Troubleshooting website-related issues (checkout errors, feature malfunctions, or access problems).

3. Service Channels & Response Times

We offer multiple convenient channels to reach our customer service team, with clear response standards:

3.1 Email Support

  • Contact: [email protected]
  • Coverage: All service categories (pre-purchase, order, post-delivery, account support).
  • Response Time: We aim to reply to all emails within 1-2 business days. Please include your order number (if applicable) to expedite assistance.

3.2 Website Self-Service Tools

  • Order Tracker: Access real-time order updates via your account on doaney.com.
  • FAQ Resources: Find answers to common questions about shipping (free worldwide), returns, and product care.
  • Account Portal: Manage orders, update preferences, and review past transactions independently.

3.3 Mailing Address

  • For written correspondence or physical returns (with valid RA number):Dooney & Bourke214 Evergreen TerraceSpringfield, Illinois, 62704United States of America

4. Service Standards & Commitments

  • Accuracy: We ensure all information provided (product details, policy explanations, order updates) is consistent with our official terms and current inventory.
  • Transparency: We communicate clearly about processing timelines, refund status, and any issues affecting your order (e.g., stock shortages, shipping delays).
  • Fairness: We uphold our 60-day return policy, 5-10 day refund processing, and free shipping guarantee, with no hidden fees or unexpected charges.
  • Accessibility: Our support team is trained to assist with diverse customer needs, including clarifying policy details for international customers.

5. Special Circumstances & Escalations

5.1 Peak Period Adjustments

During high-demand seasons (e.g., holidays, sales events), order processing and service response times may be extended by 1-2 business days. We will post updates on our website to keep you informed.

5.2 Third-Party Related Issues

For problems caused by third parties (e.g., payment processor errors, shipping carrier delays), we will act as your advocate to resolve the issue, providing documentation and coordination support.

5.3 Complaint Escalation

If you are dissatisfied with the resolution provided, you may request to escalate your inquiry to our customer service manager. We will review your case within 3 business days and provide a final response with actionable steps.

6. Continuous Improvement

We regularly review customer feedback to enhance our service quality, update self-service resources, and optimize our support processes. Your input helps us uphold the standards that define Dooney & Bourke as a leading American accessory brand.

Contact Us

For any service-related needs, reach out via our preferred channel:

Thank you for choosing Dooney & Bourke. We are honored to serve you and ensure your experience with our brand is as exceptional as our products.