Customer Service Policy

We are dedicated to delivering exceptional customer service and ensuring a positive experience for every user. This policy outlines our commitments, support channels, and procedures to address your needs effectively and efficiently.

1. Our Service Commitment

  • We strive to provide prompt, friendly, and professional support for all inquiries related to orders, products, shipping, returns, refunds, and account management.
  • We value your feedback and use it to continuously improve our products, website, and service quality.
  • We maintain transparency in all communications, ensuring you receive clear and accurate information about your transactions and any related processes.

2. Support Channels

The primary way to reach our customer service team is through the online form on our Contact Us page. This channel allows us to efficiently track and respond to your requests, ensuring no inquiry goes unanswered.
  • For general questions, product details, or order status checks, submit your inquiry via the Contact Us form.
  • For return requests, refund follow-ups, or issue resolution, include your order number and relevant details to help us assist you faster.

3. Response Time

  • We aim to acknowledge all customer inquiries within 1-2 business days of submission.
  • For urgent matters (e.g., order delays, delivery issues), we prioritize resolution and will provide updates within a reasonable timeframe.
  • Complex inquiries that require further investigation (e.g., defective products, billing discrepancies) will be addressed within 3-5 business days, with interim updates if necessary.

4. Order & Shipping Support

  • We assist with order tracking, changes, and cancellations (subject to order processing status). To modify or cancel an order, contact us promptly with your order number.
  • We provide guidance on shipping timelines, tracking information, and address corrections (when possible) before dispatch.
  • For delivery-related issues (e.g., lost packages, damaged items), we work with our shipping partners to resolve the matter and ensure you receive the support you need.

5. Product & Return Support

  • We offer detailed product information, including sizing guides, material details, and care instructions to help you make informed purchases.
  • We guide you through the return and refund process in line with our Refund Policy, including eligibility checks, return instructions, and refund status updates.
  • For defective or incorrect products, we facilitate hassle-free returns and replacements, or full refunds, as applicable.

6. Feedback & Complaints

  • We welcome constructive feedback and take all complaints seriously. Your input helps us identify areas for improvement.
  • When submitting a complaint, please provide specific details (e.g., order number, issue description, relevant screenshots) to enable us to investigate and resolve the matter effectively.
  • We will follow up on all complaints until a satisfactory resolution is reached, and keep you informed of progress at each step.

7. Accessibility

Our customer service is designed to be accessible to all users. If you require additional assistance due to accessibility needs, please note this in your inquiry, and we will make reasonable accommodations to support you.
If you have any questions about this Customer Service Policy or need further assistance, please use the Contact Us form to reach out—we’re here to help.