Dooney & Bourke - Frequently Asked Questions


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1. How can I contact a Dooney & Bourke customer service representative?
Please call 1-800-347-5000, 9am - 5pm (EST), Monday through Friday or fax 800-326-1496, 24 hours a day, seven days a week. You can also email customer service at CustServ@Dooney.com. Special additional holiday hours: Saturdays 11/28 - 12/19, 10am - 4pm (EST).

2. What is your guarantee?
Our products prove their enduring value by actually improving with age. We stand behind the durability of our leather goods and offer an unconditional guarantee against any defects in craftsmanship for a full year of normal use. In order to be covered by our product guarantee, a customer must have filled out and returned the guarantee card that comes with each Dooney & Bourke product.

Actual product colors may vary slightly from colors shown on website. Product prices and product specifications may be subject to change.

3. How does the Repair/Replacement program work?
Repairs: After the initial year covered by our guarantee, we will gladly repair any Dooney & Bourke bag or accessory that has become damaged or worn. Repair costs vary, depending on the condition of the item, but will not exceed half of the current retail price for that particular style. Once we receive an item for repair, we will inspect the item, advise you of repair costs (via mail, allow 1-2 weeks) and request your approval before any repair work takes place. If your bag or accessory is beyond repair or if repair costs exceed half of the current retail price you will be eligible for a replacement.

Replacements: If an item is beyond repair, or if the repair costs exceed half of the current retail price, you have the option of having it replaced. You will be offered credit for half the current retail price of that item to apply toward a replacement item of equal or greater value. We will try to accommodate all replacement requests to your full satisfaction, however, it is not our policy to replace an item from a specific collection with another item from one of the following collections/styles: watches, coats, sweaters, scarves, hats, gloves and shoes, Internet specials and the new IT collection. Please note: The original item will not be returned to you. Once you have authorized a replacement, this item will be destroyed.

Processing: To repair or replace an item please return it to our factory with your name, address, and phone number (day and evening) via insured mail or UPS. Be sure to include a description of the repair / replacement needed. Allow 1-2 weeks for a written response and 4-6 weeks time for your requested repair and / or replacement.

Dooney & Bourke, Inc.
Att: Return Department
1 Regent Street
E. Norwalk, CT / 06855
If you have any questions please contact our customer service department.

4. Where is the store nearest me?
Our online store locator will help you find the store nearest you.

5. Can I join your mailing list?
We would be happy to add you to our catalog and mailing list.
To join, please fill-in our mailing list request form.

6. Where can I redeem my Dooney & Bourke gift certificate?
Your gift certificate is redeemable at Dooney & Bourke's New York, Dallas, and Las Vegas stores or by catalog mail order: 1-800-347-5000.

7. Where do I order my agenda refills?
To order refills for your D&B agenda click here and select the agenda you need to order refills for.

8. What are my options for orders and delivery?
To order by phone with credit card
Call (800) 347-5000, 9AM to 9PM (EST), Monday through Friday. In Connecticut, call (203) 853-7515. Sorry, no collect calls. Special additional holiday hours: Saturdays and Sundays 11/28 - 12/20, 10am - 4pm (EST).

To order by fax or mailed check
Fax your order to (800) 326-1496, 24 hours a day, seven days a week. Please note: Payment by personal check must be drawn on a U.S. bank.

Mailed orders can be sent to:
Attn: Customer Care
Dooney & Bourke, Inc.
P.O. Box 841
Norwalk, CT 06856

Delivery
Please allow one to two weeks for delivery; two to three weeks for orders paid by check.

Express service
We would be happy to ship any in-stock items to you via next day air or second day air. This service is available with credit card phone orders only and is limited to the continental USA. The cost is $40 for next day air and $18 for second day air.

9. What do the 'Order Status' codes mean when I track my orders?
Entered
Your order has been entered in our system. Orders that remain in an entered state are missing some type of information. For example for faxed orders, we have not yet received a fax containing your payment information.

Booked
Your order is complete and has been accepted by our system. If inventory is available, most booked orders will be shipped on the next business day. If an order remains in a "Booked" state, in most cases, it is on backorder and we do not have inventory to ship it.

Shipped
Your order has been shipped. If a tracking number is available you can follow its link and track your package on the carriers web site.

Invoiced
Your order has been invoiced. For credit card orders, your
credit card has been charged.

10. Where can I find information regarding returning an order?
We will gladly exchange or refund your order, provided the merchandise is unused and you respond within thirty days after receiving your order. Shipping and handling fees are not refundable. To return an item, please ship it UPS or insured mail, and be sure to fill out and enclose the bottom portion of your invoice.

Any exchanged or refunded item will be credited for the price at which the item was purchased. If you choose to exchange your item, any replacement item will be charged at the current price at the time of your exchange.

11. Do shipping fees on international orders include duties and taxes?
Shipping fees do not include any duties and taxes required upon the receipt of items. Payment of duties and taxes are the customer's responsibility. All orders are billed in U.S. dollars.

12. Customer Information Policy
Dooney & Bourke does not sell e-mail addresses to any outside company or third party. If at any time you would like us to delete your registration information, feel free to contact us. Please be sure to include your email address and full name.

To learn more about our online practices please refer to our Privacy Policy.

If you have any questions regarding our privacy practices, please contact us via email at CustServ@Dooney.com. Please be sure to include your email address and full name.

13. Security
This site uses secure server software (SSL). SSL is the industry standard and among the best software available today for secure commerce transactions. It encrypts all of your personal information including credit card number, name, and address, so that it cannot be read as the information travels over the Internet.

If you would prefer to order from us without having to enter your complete credit card number on the Web, you can place your order by calling customer service at (800) 347-5000.

If you have any other questions, or suggestions for our site, please email us.