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Help - Frequent Asked Questions (FAQ)

General

Who are Dudubags?

Dudubags is an Italian brand of leather bags and accessories for him and her that combines tradition and experience.

Do you have physical retailers in my area?

Dudubags MENA is only an online store that delivers to KSA and UAE

Do you have physical retailers in my area?

Dudubags MENA is only an online store that delivers to KSA and UAE

How can I contact the customer support?

Contact us through email support@dudubagsmena.com, through Customer support number: +97145867477 or through the website live chat From Saturday through Thursday from 9 AM till 6 PM in Mecca timing

Account

How to register?

To create an account you need to visit the following link, and to fill the required fields https://www.dudubags.com/en_it/customer/account/create/ You will receive a confirmation email upon the regiteration.

How to edit my account information?

*Log in to your account/ Go to " My account" if you're logged in *Click on the "Edit Account Information" button *Edit the information you want to *Click on the " Save" button

I forgot my password, how to reset password?

* Go to the log in page * Click on " Forgot Your Password?" * Enter your email address and you will receive a reset link on your email * Open the link you received and enter your new password

How to change password?

* Log in to your account/ Go to " My account" if you're logged in * Click on the "Edit Account Information" button * Click on "Change Password" * Enter your current and new password

How to subscribe/unsubscribe to the newsletter?

* Log in to your account/ Go to " My account" if you're logged in * Click on "Newsletter Subscriptions" section from "My Dashboard" * Click on the Check box of "General Subscription" to subscribe or unsubscribe to the newsletter

How to change my shipping address before making a order?

* Log in to your account/ Go to " My account" if you're logged in * Click on "Address Book" section from "My Dashboard" * Enter your address and click on " Save Address"

Products

How to describe the colors of the products shown on DuDuBags? Do the colors of the items look the same as in the pictures?

The colors shown on the product data sheets of our items are purely indicative and general, as the assignment of a color to a certain shade is subjective. To overcome this drawback, we invite our customers to have faith to the main photos of our products, what is presented is the one that will come to your home. Also, another important factor is that the color on the screen may differ slightly from reality due to the type of monitor used and the setting of the same. The overhead lights, the camera and the preparation of the product try to reproduce the most of the reality but we must always consider that a minimum of difference can be. The human eye is the reality for excellence and what we see can not be reproduced by any photos or description.

Where are the products manufactured?

Our various and modern products are manufatured in Florence, the heart of Italy.

Are the products authentic?

All of Dudubags’ products are authentic and made of 100% genuine leather.

The item I want is out of stock. What do I do?

Certain items that are highly popular can sometimes run out of stock. Unfortunately we will not be able to provide timelines for when a specific item will be available again. As stocks continuously change and new products are always being added, please continue to check in to see if we have restocked your desired item or another style like it.

Payment & promos

Are online payments to DuDuBags safe?

Our online credit/debit card payments are secured on security level that protects your credit/debit card payments, dudubags adhere to the current safety standards and provides all the necessary safe payment standards

What are your payment methods?

1. Credit/Debit Card 2. PayPal 3. Cash On Delivery

Can I use cash on delivery?

Cash on delivery payment method is available, you can choose it upon the checkout process

What currencies do you provide?

Your payment data will be transmitted. These data will not be stored. These procedures correspond to the security legislation in force to best ensure your online transaction safety.

How do I use a promotional code?

* Go to your cart * Enter the promo code in the box under " Apply discount code" and click on " Apply Discount" * To remove the promo code, click on " Cancel Discount"

Orders

How to order a product from DuDuBags?

* Select the product model you are interested in. * Click "Add to cart" to add the item to your shopping cart * Then click " Continue Checkout" Follow the instructions to complete the order process: 1 - Check the order summary and shipping address. 2 - Choose payment method, type of delivery and billing address. 3 - Validate by entering the necessary information to complete the payment. You will receive an email with your order number, the order summary and the tracking number of the package. In case of difficulties, please contact us at support@global.dudubags.com and we will reply soon.

Do I have to register to place an order?

Account registeration is not a must on our website, you can proceed with the order placement and the checkout process. But we advise you to create an account to be able to track your order and to access the order and account details

How to confirm my order?

If your order is prepaid it would be automatically confirmed, and if it's Cash On Delivery Order, our customer service team will contact you in order to confirm your order.

How can I cancel my order?

If you wish to cancel your order, please contact our customer service team and you will get the needed assistance.

Can I add/ remove items from my order after placement?

The order can be modified before the shipping, as long as it's shipped we can't modify it The customer has to contact the customer support in order for any cancellation or modification on the order.

How can I track my order?

* Log in to your account/ Go to " My account" if you're logged in * Click on "My Orders" section from "My Dashboard" * You will be able to see the order status. After dispatching your order, you can check your order status on the courier website by using the tracking number that we will share with you.

Can I have a gift packing for my order?

Yes, There is gift packing option for each item chosen, by selecting from the menu the option "yes". The gift packing has an additional cost for each product.

What do I do if I received wrong/ missing or defective order?

Please follow the steps in case you received wrong/ missing or defective order/item within 14 days from receving the order: 1. Submit a return request online through your account by going to My account> My returns> Request a new return request 2. Our customer service team will verify the request 3. After Return Request Verificaiton, you must ship the order with the desired shipping company and update the AWB copy on the online request. 4. Our warehouse will receive the item/s, therefore the refund process will start and you will be refunded depending on the payment method

Can I get a copy of my order's invoice?

You can request a copy of the invoice after the order status is delivered by contacting our customer service team and you will receive it by email

Shipping & Delivery

Where do you ship products from?

Our products are shipped from our warehouses and workshops in Florene, Italy.

Where do you deliver?

Dudubags MENA delivers to UAE and KSA

How long does the order take to be delivered? ( How long does the delivery take?) How much will my order take to be delivered?

The order delivery period depends on the destination, on average the order needs from 5-7 working days to be delivered

How can I track my order?

* Log in to your account/ Go to " My account" if you're logged in * Click on "My Orders" section from "My Dashboard" * You will be able to see the order status. After dispatching your order, you can check your order status on the courier website by using the tracking number that we will share with you.

Which shipping companies do you work with?

We ship our products with our our courier partners who will be happy to deliver the order to your doorstep, you will be notified with the shipping details by email once the order is shipped

Can I change my delivery address?

You can edit the address before placing the order, once the order is placed you can contact our customer service team to change the delivery address as long as it is within the same country ( area) of the destination.

How can I schedule a delivery? How can I contact the shipping company?

You will receive an email once the order is shipped, and it will contain the tracking details ( The shipping company name, link and the tracking number) The shipping company will contact you to arrange the delivery

What if I am not available at the time of delivery?

The shipping company will attempt the delivery, if you are not available at the address they will re- attempt the delivery, please contact the shipping company to reschedule the delivery.

Do I need to pay customs/ tax?

Any customs duties or taxes levied by the destination country will be charged by the courier at delivery and is the customer's responsibility.

Returns & Exchange

Can I return my order? What is your Return Policy?

If you are not satisfied with your order we offer the return option, you can review our Return policy for more details

How can submit a return request online?

Below are the steps to submit a return request after verifying the return conditions: Registered User: 1. Log in to your account, go to " My Orders" , choose the order you want to return and click on Return order Choose the items wanted to be return, quantity and reason of return. 2. After that our customer service team will verify the request and approve it you should fill the return form inside the package with the needed info. 3. The package should be handed over to the preferred shipping company along with the return form before the return authorization ends. 4. After that you should add a note on the return request that the package has been sent and adds the AWB copy. 5. The warehouse will receive the item and the package inspection process will start. 6. After the warehouse inspection the request will be updated as approved or rejected in order to process with the refund or cancellation of the request. 7. The refund process will start based on the payment method, if the request was cancelled the customer support will contact the customer for updates. Unregistered User: If you are not a registered user please follow the below steps: 1. Submit a ticket with your request from the "Contact Us" section by mentioning the items wanted to be return, quantity and reason of return. 2. After the customer support verify the request and it's approved the customer must fill the return form inside the package with the needed info. 3. The package must be handed over to the preferred shipping company along with the return form before the return authorization ends. 4. After that the customer adds a note on the return request that the package has been sent and adds the AWB copy. 5. The warehouse will receive the item and the package inspection process will start. 6. After the warehouse inspection the request will be updated as approved or rejected in order to process with the refund or cancellation of the request. 7. The refund process will start based on the payment method, if the request was cancelled the customer support will contact the customer for updates.

Can I exchange items?

Unfortunately, we don't offer exchanges, but you can return any item(s) following our Return Policy, in the meantime, you can place a new order.

Refund

How long does it take to refund my order?

Refund will be done within 7 working days from your package delivery.

What is the refund process?

After receiving and checking your return, you will receive an email with the confirmation of receipt of the package and we will refund you.