At our jewelry store, we are committed to providing exceptional customer service to ensure a smooth and satisfying shopping experience for every customer. This Customer Service Policy outlines our service commitments, support channels, and procedures for addressing your inquiries and concerns related to our products (including bracelets, necklaces, and other accessories), orders, shipping, returns, and refunds. All transactions and service-related financial matters are processed in USD.
1. Service Commitments
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Order Processing Transparency: We process orders within 1-3 business days and provide clear shipping updates. Delivery is expected within 6-12 business days, and all orders include free global shipping with no minimum purchase required.
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Hassle-Free Returns & Refunds: We uphold a 60-day return policy for eligible products. Once we receive and inspect returned items, refunds are processed within 5-10 business days and issued to the original payment method.
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Transparent Communication: We ensure timely and clear responses to all customer inquiries, keeping you informed at every stage of your order, return, or refund process.
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Product Quality Assurance: We strive to provide high-quality jewelry products. If you receive a defective, damaged, or incorrect item, we will resolve the issue promptly through replacement, refund, or other appropriate solutions.
2. Support Channels
For any inquiries, concerns, or requests (including order tracking, return initiation, product questions, or feedback), please contact us through the dedicated form on our Contact Us page. This is our primary support channel, allowing us to efficiently track and address your needs.
3. Inquiry Response Time
We aim to respond to all inquiries submitted via the Contact Us form within 2 business days. For urgent matters (such as issues with defective items received), we will prioritize your request and provide a resolution update as soon as possible.
4. Issue Resolution Process
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Submit Inquiry: Complete and submit the form on the Contact Us page, providing your order number (if applicable), detailed description of the issue, and any relevant photos or documentation.
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Initial Response: Our customer service team will acknowledge your inquiry within 2 business days and request additional information if needed.
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Investigation & Resolution: We will investigate your issue thoroughly and propose a resolution (such as refund, replacement, or order adjustment) based on our policies and the specifics of your case.
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Follow-Up: After implementing the resolution, we will follow up with you to ensure your satisfaction with the outcome.
5. Special Circumstances
If you encounter exceptional issues (such as shipping delays beyond the expected 6-12 business days, refund processing delays, or other unforeseen problems), please contact us via the Contact Us form immediately. We will escalate and resolve the issue as a priority, keeping you updated throughout the process.
6. Policy Updates
We may update this Customer Service Policy from time to time to improve our service standards or adapt to operational changes. Any updates will be posted on this page, and we encourage you to review this policy periodically for the latest information.
