Customer Service Policy

Our top priority is to provide exceptional, reliable, and efficient customer service to every individual who visits our website or purchases our products. We are committed to addressing your needs, resolving any issues, and ensuring a positive experience throughout your interaction with us. This Customer Service Policy outlines the standards and processes we follow to deliver on this commitment.

1. Service Commitment

We strive to treat every customer with respect, transparency, and professionalism. Whether you have questions about our products, need assistance with an order, require support for returns or refunds, or have feedback to share, our team is dedicated to providing clear, accurate, and helpful responses in a timely manner.

2. Service Scope

Our customer service team is available to assist you with the following matters:

  • Product-related inquiries: Information about product features, sizing, materials, care instructions, and availability
  • Order assistance: Tracking order status, updating shipping information (where possible), and resolving issues with order processing or delivery
  • Returns and refunds: Guidance on the return process, status of refund requests, and support for eligible return submissions
  • Account support: Help with account registration, login issues, and updating personal account information
  • Feedback and complaints: Addressing any concerns or dissatisfaction you may have, and collecting your feedback to improve our products and services

3. Communication Channels

You can reach our customer service team exclusively through the contact form on our dedicated Contact Us page. This channel is designed to ensure that your inquiries are directly routed to our team for prompt handling. We do not currently offer phone or live chat support, but we prioritize responding to all form submissions thoroughly.

4. Response Time

We are committed to acknowledging and responding to your inquiries in a timely manner. Our standard response time for all valid submissions through the contact form is within 24 to 48 business hours. For urgent matters such as issues with damaged or incorrect deliveries, we will make every effort to respond within 24 business hours to expedite resolution.

Please note that response times may be extended during peak periods such as holidays and promotional events due to higher inquiry volumes. We appreciate your patience and will prioritize all inquiries in the order they are received.

5. Resolution Process

When you submit an inquiry or concern, our team will follow these steps to resolve the issue:

  1. Acknowledgment: Confirm receipt of your inquiry within the stated response time
  2. Investigation: Gather necessary information such as order details and product information to fully understand your concern
  3. Communication: Provide a clear update on the progress of your inquiry if resolution requires additional time
  4. Resolution: Offer a fair and practical solution based on our policies such as return authorization, refund, replacement, or clarification and confirm with you once the issue is resolved
  5. Follow-up: Where appropriate, follow up with you to ensure your satisfaction with the resolution

6. Service Standards

All customer service team members are trained to adhere to the following standards:

  • Provide accurate and consistent information about our products, policies, and processes
  • Treat customers with courtesy and empathy, even in cases of dissatisfaction
  • Maintain transparency about the status of inquiries and any limitations to possible solutions
  • Protect your personal information in accordance with our Privacy Policy during all communications

7. Feedback

We value your feedback as a key tool for improving our customer service. If you have suggestions for how we can enhance our support processes, or if you wish to share your experience with our team, please submit your feedback through the contact form on the Contact Us page. We regularly review customer feedback and use it to make meaningful improvements to our services.

8. Limitations

While we strive to resolve all inquiries to your satisfaction, we cannot guarantee outcomes that are outside the scope of our stated policies such as returns outside the 60-day window and refunds for non-eligible items. Our team will always communicate these limitations clearly and work with you to find the best possible alternative where available.