Customer Service Policy – Dooneay

At Dooneay, we prioritize providing exceptional customer service to ensure your shopping experience is smooth and satisfactory. This Customer Service Policy outlines our commitment to addressing your needs and resolving issues effectively.

1. Service Scope

Our customer service team is dedicated to assisting with a wide range of inquiries and concerns, including but not limited to:

  • Order status and tracking
  • Product information, including details, availability, and care instructions
  • Assistance with returns, refunds, and exchanges (in line with our Refund Policy)
  • Shipping and delivery inquiries (refer to our Shipping Policy for details)
  • Account management, such as password reset or profile updates
  • Feedback, suggestions, and complaints regarding our products or services

2. Contact Channels

The primary way to reach our customer service team is via email:

We aim to provide a centralized and efficient service through this channel, ensuring all inquiries are tracked and addressed systematically.

3. Response Time

  • For inquiries submitted during business days (Monday to Friday, excluding public holidays), we strive to acknowledge your message within 24 hours.
  • Complex issues requiring further investigation (e.g., order discrepancies, product defects) may take up to 48 hours for a detailed response, but we will keep you informed of the progress in the meantime.
  • Inquiries received on weekends or public holidays will be processed on the next business day.

4. Issue Resolution Process

  1. Receipt and Acknowledgment: Upon receiving your inquiry, we will send a confirmation email to acknowledge receipt, including a reference number for tracking.
  2. Investigation: Our team will review the details provided and gather necessary information (e.g., order records, product details) to address your concern.
  3. Communication: We will provide a clear and actionable response, outlining steps to resolve the issue. If additional information is needed from you, we will specify what is required.
  4. Follow-Up: After resolving the issue, we may follow up to ensure your satisfaction and confirm that the solution meets your expectations.

5. Service Commitment

  • Accuracy: We strive to provide accurate information and solutions, backed by thorough verification of order and product details.
  • Respect: All customers will be treated with courtesy and respect, regardless of the nature of the inquiry.
  • Transparency: We will keep you informed throughout the resolution process, including any delays or challenges that may arise.
  • Continuous Improvement: We regularly review customer feedback to identify areas for enhancing our service, products, and processes.

6. Feedback and Suggestions

We value your input and encourage you to share feedback on our customer service. Your suggestions help us improve—please send them to [email protected] with the subject line “Customer Service Feedback”.

This Customer Service Policy is subject to change. Any updates will be posted on this page, and we recommend checking periodically for the latest information.

Thank you for choosing Dooneay. We are committed to supporting you every step of the way.