Contact Us

We're always happy to help! Whether you have questions about your order, need sizing advice, want to discuss a custom design, or just want to say hello, we'd love to hear from you.

Our customer service team is here to make your experience with Dwarves Bags exceptional.

1. Live Chat Support

Get instant help during business hours!

Click the green "Chat with us" button at the bottom right of your screen to start a conversation with our team.

Available: Monday to Friday, 9:00 AM - 6:00 PM (China Time / GMT+8)
We typically respond within minutes during business hours.

2. Email Support

For detailed inquiries or non-urgent questions, email us:

General Customer Service

Email: customer@dwarvesbags.com

For: Product questions, order inquiries, shipping updates, returns & exchanges, sizing help, general support

Response time: Within 24-48 hours (excluding Chinese holidays and weekends)

Affiliate Program

Email: affiliates@dwarvesbags.com

For: Affiliate partnership inquiries, commission questions, referral program details

Marketing & Collaborations

Email: marketing@dwarvesbags.com

For: Influencer collaborations, brand partnerships, media inquiries, PR requests

Wholesale Inquiries

Email: wholesale@dwarvesbags.com

For: Bulk orders, wholesale pricing, retail partnerships, boutique inquiries

3. WhatsApp

Prefer messaging? Reach us on WhatsApp!

WhatsApp Number: +86 189 2386 7563

Available: Monday to Friday, 9:00 AM - 6:00 PM (China Time / GMT+8)

Note: Due to time zone differences, we may not be able to reply immediately outside business hours. We'll get back to you as soon as possible!

4. Visit Our Designer Shop

Asian Designer Shop on Pinkoi

Find our latest designs and exclusive pieces:
https://cn.pinkoi.com/store/dwarves

You can also contact us through the Pinkoi platform messaging system.

Business Hours

Customer Service Hours:
Monday - Friday: 9:00 AM - 6:00 PM (China Time / GMT+8)
Saturday - Sunday: Closed

Chinese Holidays:
We are closed during major Chinese holidays (Chinese New Year, National Day, etc.). We'll post holiday schedules in advance and respond to all messages when we return.

Our Locations

Retail Store 1: Shenzhen

OCT, Shenzhen, Guangdong, China

Retail Store 2: Guangzhou

Guangzhou, Guangdong, China

For specific store addresses and visiting hours, please contact us via email or WhatsApp.

Frequently Asked Questions

Before contacting us, you might find answers to common questions on these pages:

What to Include When Contacting Us

To help us assist you faster, please include:

For Order Inquiries:

  • Your order number (e.g., #1234)
  • Email address used for the order
  • Specific question or concern

For Product Questions:

  • Product name or link
  • Specific details you need (size, color, material, etc.)
  • Any special requirements or customization requests

For Returns or Exchanges:

  • Order number
  • Reason for return/exchange
  • Photos (if there's a quality issue)

Official Website Notice

dwarvesbags.com is the exclusive official online boutique for our bag and accessory collections. While our heritage began with our renowned footwear atelier, we do not authorize any third-party websites to sell Dwarves® products. Shopping directly here ensures you receive authentic artisan craftsmanship and our full quality warranty.

When you contact us through our official channels, you're guaranteed:

  • Authentic Dwarves products and information
  • Expert customer service from our team
  • Our quality guarantee and support
  • Secure communication and privacy protection

We're Here for You

At Dwarves, you're not just a customer - you're part of our family. We're a small team passionate about creating beautiful leather goods and providing exceptional service.

Whether you need help choosing the perfect bag, have a question about your order, or want to share feedback, we're here to listen and help.

Thank you for choosing Dwarves Bags. We look forward to hearing from you!

Prefer to browse first? Explore Our Collection →

How it works

Grab your exclusive gifts by being part of our loyalty program

Ways to earn

Earn more points for different actions, and turn those points into awesome rewards.

Ways to redeem

Spending your hard-earned points is easy. Simply apply your points for a discount at checkout.

Frequently Asked Questions

Explore this section to find comprehensive answers to all your questions about the loyalty program.

Our loyalty program is designed to reward you with Craft Points for various activities, such as signing up, placing orders, and more. These points can be redeemed for rewards and discounts.

You can earn Craft Points by signing up, referring friends, making purchases, and celebrating your birthday with us. Each action has a specific Craft Point reward.

Craft Points do not expire, allowing you to accumulate and redeem them at your convenience.

Refer your friends to our store using your unique referral code. When they make their first purchase, you and your friend both earn rewards.

You can track your Craft Points balance and history through the 'Points History' section on our DWARVES CLUB.

Our Birthday Reward Program gives you bonus Craft Points when you celebrate your birthday with us. Make sure your birthday is updated in your profile to enjoy this perk. During your birthday month, 500 Craft Points will be automatically added to your account as our special gift to you.

If you return a purchase, the Craft Points earned from that transaction will be deducted from your balance.

You can redeem 100 to 3,000 Craft Points per order. The maximum redemption is 3,000 Craft Points = $30 off.